Frequently Asked Questions
Online order
Where can I find my order number?
You can always find your order number in the confirmation email. Another option is to view the order via My account.
When will I receive confirmation of my order?
As soon as you place an order in our webshop, you will immediately receive an automatic confirmation in your email. It sometimes happens that this email ends up in the spam folder. Can't find your confirmation in your email? Please contact our customer service.
Why was my order cancelled?
If your order has been cancelled, we will always send you an email to inform you of the reason why your order has been (partially) cancelled. It may be due to the following:
One or more items in your order were not in stock at the time of shipping. In this case, we will immediately initiate a refund.
Something went wrong during the verification of your payment and/or delivery details. Please check your details during the payment process on the website by going back one step.
There is a duplicate order. Please check your original order. It may already have been confirmed and/or shipped.
If the issue remains unresolved, please contact us so that our customer service can assist you further.
Can I change my order or delivery details?
Your order can only be changed by contacting our customer service at 085-2126898 and provided that your order has not yet been prepared for shipment. We are available Monday to Friday from 9 AM to 5 PM.
Can I cancel my order?
Your order can only be cancelled by contacting our customer service via contact at 085-2126898, and provided that your order has not yet been prepared for shipment. We are available from Monday to Friday, 9 AM to 5 PM.
If this is no longer possible, you can always refuse the package or return the order.
What happens if I am not at home during delivery?
If you are not home during delivery, DHL will deliver your package to your neighbors or to a DHL service point. With the track & trace code you can see where you can pick up the package. You will receive a digital message about where your package has been delivered.
What is the delivery time?
After your order has been processed (1-3 business days), it will be shipped. With standard delivery, your order will generally arrive within 2-4 business days.
What should I do if the item is damaged or incorrectly delivered?
You can contact our customer service. They will then send you a return label so you can return the item to us free of charge. A suitable solution will be determined on a case-by-case basis.
Returns
How can I return my order?
You can find the detailed steps on this page: Shipping & Returns
What is the return period?
You have a 30-day reflection period.
Can I exchange my order?
We do not exchange items online. If you want a different size or colour, please place a new order and return the item you do not wish to keep.
You can exchange your item in one of our stores.
When will I receive my refund?
Upon receipt of your return and provided the conditions are met, the purchase amount will be refunded within 7 working days. Please note that we have no control over the processing time of the payment provider when transferring the amount to your bank account.
Delivery to international destinations
How are orders delivered to countries outside the Netherlands?
At The English Hatter, we offer international shipping to various destinations outside the Netherlands. We work with DHL to ensure timely and reliable delivery of your orders to international locations.
What are the available shipping options for international orders?
We offer various shipping options for international orders, depending on the destination country. Shipping costs and estimated delivery times may vary based on the chosen shipping method.
Are there customs fees or import taxes on international orders?
Please note that international orders may be subject to customs duties, import taxes, and other fees imposed by the customs authorities of the destination country. These additional costs are the responsibility of the recipient and are not included in the product price or shipping costs.
What should I do if there are problems with the delivery of my international order?
If you experience any issues or delays with the delivery of your international order, please contact our customer service team immediately. We will work closely with our shipping partners to resolve any delivery problems and ensure your order reaches you as quickly as possible.
Can I return or exchange items from an international order?
You can find all information about returns and exchanges here
Gift card
Can I order a gift card online?
It is possible to order a The English Hatter gift card in our webshop. Our gift cards are available with a value of €10, €20, €30, €40, €50, €100, €150. You will receive a physical gift card in luxury packaging.
Where can I redeem my gift card?
You can redeem our gift card in our stores. Would you like to redeem our gift card in the webshop? Please contact customer service at 085-2126898.
What is my gift card balance?
The balance of your gift card can be looked up for you by our employees in the stores. You can also contact our customer service so they can check this for you.
Shops
What are the opening hours of the shops?
The opening hours of our stores vary per location.
You can find a complete overview of all our stores here. You can click on the respective store to find the details and opening hours.