FAQ
Our Frequent Asked Questions and Answers
See below for our most asked questions and our given answers.
Ordering
Have you found the item you want to purchase? You can easily place this in your shopping cart by clicking on the shopping cart icon. After this, you can continue shopping, view your shopping cart or proceed directly to checkout to complete the ordering process. Please note: the items in your shopping cart are not reserved for you until the ordering process has been completed! Shortly after your order, you will receive a confirmation by e-mail. As soon as your order leaves our warehouse, you will receive an e-mail with the track & trace code.
There are two possibilities and answers to this. Unfortunately, it is not possible to reserve items for a specific period. Products on the website remain available to everyone, even if they are in your shopping cart or on your wish list. An item may disappear from your shopping cart during shopping because someone else has just bought it at that time. After completing the payment, the products are reserved.
If there are products indicated as pre-order, you can reserve the product by ordering the product.
After completing your order, you will receive a confirmation by e-mail. It may take a few minutes before you receive it in your mailbox. It is possible that the confirmation email ends up in your spam folder.
Unfortunately, in most cases, it is not possible to combine orders with previously placed orders.
We however offer the possibility to combine orders for subscribers of our monthly and quarterly kit club.
We however offer the possibility to combine orders for subscribers of our monthly and quarterly kit club.
Unfortunately, in most cases, it is not possible to make changes to the order after ordering, such as adding products. These products must then be ordered separately. Products that have accidentally been ordered too much or incorrectly can be returned via a return procedure.
You are always welcome to reach out to our customer team, but we can not give any guarantees on being able to fulfill change requests.
You are always welcome to reach out to our customer team, but we can not give any guarantees on being able to fulfill change requests.
In many cases, it is not possible to combine actions. If a combination is not possible, the shopping cart will notify you of this.
Payment
You can always find your invoice in your account. We will not include a paper invoice with your package.
You can currently pay via iDeal, PayPal, Credit Card, Sofort, and Bancontact. When more payment options become available, they will be visible in the ordering process.
We do our best to display all products, stock, and prices as accurately as possible. When a product is unexpectedly out of stock, damaged, or the website shows an incorrect price, we reserve the right to cancel a product from the invoice.
In case of a subscription, we use recurring payment by debit card or credit card.
Every set time, we will charge you for your subscription, making the order proces hopefully easier for both company and customer.
The recurring payment is free of charge. In case you have questions regarding a payment, please reach out to us and we are happy to help.
We advise you to reach out first, before cancelling the payment or ask for a recharge via your bank.
Due to the costs for recurring payments, we will charge customers for 3,50 EUR when there are not enough funds on their account, or 15 EUR if the payment has been returned during an active subscription.
Returns
It can always happen that a product is not quite what you had in mind and you prefer another product. It is just not possible to exchange a product. If a product is not to their liking, we advise customers to return the product to us and order the desired product online as a new order.
If you have bought products in our store, that you wish to return, you are able to do so within 14 days of buying the product. Please make sure to hand our team proof of your purchases.
In case a product has been bought online, you can reach out to our customer team and request a return. You can read all about this on our Return page.
In case a product has been bought online, you can reach out to our customer team and request a return. You can read all about this on our Return page.
All costs that are made to process your return, will be handled and paid by DLS Design, with the exception of costs made for returning the product to our warehouse. This includes costs for shipping.
Products bought in the store can be returned via the store or via mail, within 14 days after buying the product. Costs made when returning the products are for the buyer.
When a product has been bought online, you can see all details and instructions on our Return page.
When a product has been bought online, you can see all details and instructions on our Return page.
Gift Cards
We offer the possibility of digitally purchasing a gift voucher, which the buyer will receive by e-mail.
Indeed, it is possible to add a code to the shopping cart during the ordering process. This can be a discount code, but also a gift card.
Therefore, It is not possible to pay afterward with a gift voucher. Payment is only possible when the customer enters the receipt during the checkout process during the ordering process.
No, a gift voucher is a legal tender, and if the voucher is higher than the invoiced amount, only the invoiced amount of the gift voucher will be debited.
The DLS Design gift vouchers are valid for one or two years after purchase, depending on the date of purchase. The expiration date will be visible on the gift card.
Shipping
All orders, if in stock, are shipped mostly within the same business days. If ordered after opening hours, orders will ship the next business day. Please be aware that we can only ship on business days.
We will handle orders that come in on Saturdays but are not able to ship those until Mondays.
When products are not in stock or a pre-order, this will be indicated with the product for ordering. When pre-ordered products are ordered together with available products, the entire order will wait until it is complete and shipped.
We will handle orders that come in on Saturdays but are not able to ship those until Mondays.
When products are not in stock or a pre-order, this will be indicated with the product for ordering. When pre-ordered products are ordered together with available products, the entire order will wait until it is complete and shipped.
When ordering, the system will give your default address as an option, but you can easily choose a different delivery address. When entering the delivery address, you can then provide a different address, such as a collection point in your area.
Yes, we ship worldwide. On the shipping page, and also in your shopping cart, you can view the shipping costs based on your delivery address.
Curious about the costs of shipping? On the Shipping page, you will find more information, and in your shopping cart, you will find the current shipping costs based on your delivery address.
In the unlikely event that you have received an item that you have not ordered, please report this to our customer service within two days of receipt. We will then resolve this as soon as possible.
If you unexpectedly miss an item in your order, we request you check your account to see if you have received credit. If this is not the case, please contact our customer service within two days of receiving your order. We will then resolve this as soon as possible.
We are very sorry that your package arrived damaged. Please report the problem to our customer service within two days of receipt to get in touch with you. We will then ask you to send us some information, such as a photo of the box, the box's contents, and detailed photos of the shipment. Therefore, record this after discovery and keep the order because we can request products and package back.
Digital Files
After payment of your order, you will see a download link. This may take several minutes. You will also receive an email with the download link as soon as the files are ready for download.
Downloads are non-refundable, meaning they cannot be canceled or returned as they are immediately available.
Question not answered?
If your question is not answered by the above FAQ's, you can reach out to our team.
Our customer team is happy to help and will reply your e-mail within 1 to 3 working days.
If you need immediate assistence, you can also call us at (+31) 348-448098 from Wednesday to Saturday between 10:00 and 17:00.