ORDERING & PAYMENT
What are the payment methods?
You can pay for your order with iDeal, Paypal, or Creditcard.
How do I pay with my Saudade gift voucher?
There is a code on every gift voucher. If you want to use your credit, enter this code during the checkout in the discount code field. If the total amount is more than the value of your gift voucher, you can pay the difference with another payment method. If the total amount is less than the value of your gift voucher, this credit remains and you can use it for your next order until the expiration date of your gift voucher.
Can I change or cancel my order?
Once the order has been placed, the order can no longer be canceled or changed. You can of course always return your order after receiving it in accordance with our return instructions.
RETURNS & REFUNDS
How do I return my order?
Click here to go to our return instructions.
Can I return items from different orders together in one package?
You can safely return multiple orders in one package. Make sure you add both packing receipts & return forms of the different orders in the package so it’s clear which product belongs to which order.
Can I exchange my product for another product or size?
Unfortunately we do not offer an exchange, only a refund. If you want a different size, style or color, we recommend that you return the unwanted product and place a new order with the desired product. We will proceed to a refund as soon as we have received your return.
When will I receive my refund?
When we have received your return, we will first check whether it meets the conditions. If it is completely in good order then you will receive a return confirmation by e-mail and we will proceed to a refund of the purchase amount via the payment method used at the time of purchase. A typical refund will take up to 10 business days, that’s 10 business days you returning and us processing it, with up to 5 business days for it to make its way through the banking system. It depends on the payment method how long this takes.
Do you refund the delivery charge?
No, we do not refund the costs for sending your return package.
PROBLEMS WITH ORDERS
I fell in love with an item that’s out of stock.
If you have a product in mind that is currently sold out, you can choose to enter your e-mail in the ‘Let me know when the product is back in stock’ option, which you will find on a number of products on our website. This means the item will be restocked. Enter your e-mail address in the size or color you are interested in, so we can notify you as soon as the item is restocked. Hopefully you will be the first one this time! You will not find this option with every product, because not every product comes back in stock.
My product looks different than the picture. How is this possible?
Most items are made by hand and may therefore sometimes differ slightly from the images on the website.
What are the delivery options?
All packages are sent with PostNL. We deliver from Monday to Saturday, excluding public holidays.
To which countries do you deliver?
We deliver to all European Countries.
What are the shipping costs?
NL: Free shipping on all orders over €50,-.
EU: Free shipping on all orders over €100,-.
How can I track the status of my order?
We send all packages with a track & trace code. Once your package has been sent you will receive an email with the delivery information where you will find this track & trace code. Here you can follow the status of your order.
Is your question not on the list? Send us an e-mail at email@example.com and we will answer your question as soon as possible.
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