HOW DOES THE ORDERING PROCESS WORK?
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.
CAN I RESERVE AN ITEM?
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.
I HAVE NOT RECEIVED A CONFIRMATION. DID MY ORDER GO THROUGH?
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.
CAN I COMBINE ORDERS?
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.
CAN I MAKE CHANGES OR ADD PRODUCTS TO MY ORDER?
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.
CAN I COMBINE PROMOTIONS?
In many cases, it is not possible to combine actions. If a combination is not possible, the shopping cart will notify you of this.
WHERE CAN I FIND MY INVOICE?
You can always find your invoice in your account. We will not include a paper invoice with your package.
WHAT FORMS OF PAYMENT DO YOU ACCEPT?
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.
I HAVE RECEIVED A REFUND, WHY IS THAT?
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.
CAN I EXCHANGE AN ITEM?
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.
CAN I RETURN PRODUCTS?
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.
ARE THERE ANY COSTS FOR RETURNING PRODUCTS?
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.
HOW DO I RETURN AN ITEM?
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.
DO YOU SELL GIFT CARDS?
We offer the possibility of digitally purchasing a gift voucher, which the buyer will receive by e-mail.
CAN I PAY FOR AN ORDER WITH A GIFT CARD?
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.
DO I HAVE TO USE A GIFT VOUCHER IN ITS ENTIRETY?
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.
HOW LONG IS A GIFT VOUCHER VALID?
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.
WHAT IS THE DELIVERY TIME?
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.
CAN I HAVE AN ORDER DELIVERED TO A DIFFERENT ADDRESS OR COLLECTION POINT?
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.
DO YOU SHIP ABROAD?
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.
HOW MUCH ARE THE SHIPPING COSTS?
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.
I HAVE RECEIVED A WRONG ITEM, WHAT NOW?
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.
I AM MISSING A PRODUCT IN MY ORDER, WHAT NOW?
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.
AN ORDERED ITEM HAS BEEN RECEIVED DAMAGED, WHAT NOW?
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.
HOW DO I RECEIVE A DOWNLOAD THAT I HAVE ORDERED?
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.
CAN I RETURN A DOWNLOAD?
Downloads are non-refundable, meaning they cannot be canceled or returned as they are immediately available.