FAQ

Products & Purchasing

How do we curate our products?

We select both brands and products according to our criteria’s: organic & fairtrade. To collaborate with us, a brand must comply with these standards. If this is the case we carefully select the products to create a large variety of items!

Is it possible to make a product reservation?

Unfortunately, we don’t make reservations. If you want to make sure the item you are looking for is in store you can give us a call or purchase the item online.

I want an “Out of Stock” product. How can I get it?

We are sorry if the product you are looking for is out of stock so we will try our best to get that product available for you. The best way to know if a certain product will be available soon, is by sending us an e-mail to info@hetfaireoosten.nl.

Can I cancel an order that has been purchased?

If the product is on its way to your doorstep we are unfortunately unable to cancel the purchase. In this case you would have to send it back and ask for a refund. If the order has not been shipped we can cancel your purchase and make a refund straight away. To do so, please send us an email to info@hetfaireoosten.nl with your wish and we will take care of it!

I have a coupon code. How can I use it?

Along the way in the purchasing you will be able to enter your coupon code to get your discount! You will find it on the left bottom corner in your cart.

Do all retail prices shown include VAT?

All prices on the website are including VAT.

What methods of payment do you accept?

We accept Ideal, Mastercard, Visa and American Express. In our physical store we only accept Maestro, V-Pay, Mastercard and Visa (no cash).

Items from my order are missing in my package. What do I do?

If for any reason we discover that an item you ordered and paid for is no longer available on the shelves, the Operations Team will contact you to tell you when the new stock is arriving, update you on a stock delays and/or arrange a refund. If you have not heard anything, please send an e-mail to info@hetfaireoosten.nl for further assistance.

My order hasn’t arrived?

We try to deliver your order within 3 working days. If your package hasn’t arrived within these days; please e-mail to info@hetfaireoosten.nl so that we can look into this for you.

Do you offer gift vouchers?

Oh yes! We offer gift vouchers of any amount, free of choice!
If you want the voucher to arrive at someone else’s address, please fill in the name and e-mail address of the recipient; and the date you would like the voucher to arrive. If you like, we can gift wrap it extra for you. Please write this in the box “order notes”.
The recipient’s gift voucher will include simple instructions on how it can be redeemed, both online as well as in the store.

Do you do wholesale orders? How can I change or cancel my order?

If you are a retailer and would like to see our wholesale range or have any questions please email info@hetfaireoosten.nl

Shipping

Is the packaging sustainable?

At Het Faire Oosten we strive to make our supply chain as sustainable as possible. This also applies to our packaging where we re-use our boxes and try to minimalize waste as much as we can.

What delivery service do you use?

Obviously we would like to welcome you in our store to pick up your products! However, if you are unable to come to the store we will deliver the package by bike within 4km or send the package with PostNL.

To which countries do you deliver to?

We deliver to any country, when you fill in your address and postal code when checking out the shipping costs will be calculated automatically.

Do you do overseas orders?

Yes, the shipping costs will be calculated when you fill in your address and postal code during check out.

Can I send an order to more than one address?

Yes, that is possible. Please send an e-mail to info@hetfaireoosten.nl.

What is the gift wrap service and what are the costs?

In the box “order notes” you can request a free gift wrap and/or a special text that we will write on the card you ordered.

Returns & Refunds

How do I return an item?

To return your items, please fill out the return form. Please make sure the items are in their original condition including packaging and labels.

How am I refunded for the items returned?

After receiving the returned goods in the original condition we will refund the purchase amount of the item on the card which has been used to pay the order.

What is your returns policy?

We are sorry to hear if you are not completely satisfied with your purchase. You can return it by using our return form within 14 days after receiving the product to exchange for a different product or a refund.

Items should be returned to us in original condition including any packaging and labels.

In the interests of hygiene, the following items are non-returnable unless faulty:

  • Underwear/lingerie, hosiery and swimwear unless the item is clearly unopened
  • Hats and hair accessories unless unworn and the tags still in place
  • Pierced earrings and pierced body jewellery – we are unable to refund or exchange any pierced jewellery
  • Cosmetics, toiletries, feminine hygiene products and towels – we will accept returns if they are in a salable condition with unbroken seals and packaging, and only if supported by a valid proof of purchase (your despatch note) for exchange or refund
  • Food and Beverages, unless they are unopened with any seals and shrink-wrap intact

Returns form

Please find our returns form HERE.

When do I get my refund once I have returned an item?

After receiving the returned goods in the original condition we will refund the purchase amount of the item on the card which has been used to pay the order within 7 days.