✈️ International customers: We cover 20% of your order value towards shipping costs! Your discount shows automatically at checkout!
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Customer service

Shipping & Return policy

On this page you will find all information about shipping methodes, delivery times and return conditions

Shipping & delivery

We do everything we can to deliver your order quickly and reliably from our own stockroom in the Netherlands, from Monday to Friday.

We aim to ship your order the same day or the next working day. As soon as your order is shipped, you receive a Track & Trace link to the PremiumSets tracking portal, where you can follow your parcel step by step. For international shipments, you can find the current average delivery times on the FedEx website.

Netherlands

For orders within the Netherlands we keep shipping simple and affordable. All orders are shipped with PostNL and are fully trackable in our PremiumSets tracking portal. If something goes wrong in delivery, for example delay, loss or damage. We solve it 100% in your favour. No hassle, we take care of it.

Prices:

  • Free shipping on orders over €50

  • Orders under €50: €3 shipping (via PostNL)

Would you like your parcel delivered to a pickup point instead of your home address?
Please send us a WhatsApp message at +31 6 14 43 87 62 as soon as you’ve placed your order, and we will do our best to arrange this for you.

European Union

For EU customers we actively reduce shipping costs, while using reliable carriers like FedEx (and sometimes PostNL if that option is better or cheaper for you). You will see the exact shipping costs at checkout. Every shipment can be followed in the PremiumSets tracking portal. If there is any delivery issue, we always look for the solution that benefits you most.

Shipping benefits:

  • Spend €30 → €3 off shipping

  • Spend €50 → €5 off shipping

  • Spend €100 or more → Free shipping

Worldwide / International

For international collectors we know shipping can be a big part of the total cost. That is why we cover part of it ourselves. We use FedEx or another reliable carrier, and in some cases PostNL when that is the best option. You will see the exact shipping costs at checkout. You can track your parcel from dispatch to delivery in the PremiumSets tracking portal. If something goes wrong during transport, we handle it completely for you, you are never left with the problem.

Shipping support:

  • We cover 20% of your order value and use that as a discount on your shipping cost

Wrong delivery address

Did you enter the wrong delivery address by accident?
Please contact us as soon as possible.

If your order has not been shipped yet, we will do our very best to change the address for you.
If the parcel has already been sent, changes are not always possible, but we will always look for the solution that works best for you.

 

Warranty

We care a lot about our products and about your collection.
Everything should arrive in top condition.

If something is wrong with your order (for example damage or a defect), please contact us.
We always aim for 100% customer satisfaction and will look for the solution that benefits you the most, within what is reasonable.

If you notice a defect:

  1. Contact us within a reasonable time after you discover it

    • At least within one month is always considered reasonable.

  2. If you contact us in time, we will arrange a replacement where applicable or another solution that works for you (for example a refund), depending on the situation.

 

Returns – simple & clear

Returning your PremiumSets order is very easy. It may happen that you want to return an order, maybe the product doesn’t meet your expectations or you simply changed your mind. Whatever the reason, you have the right to cancel your order within 30 days after receipt, without giving a reason.

Return conditions

  • You can register a return within 30 days after receiving your order.

  • Products must be unused, undamaged and well packed (preferably in original packaging).

  • The return label is paid by the customer (unless we sent a wrong or damaged item).

  • After we receive and check the items, we refund the product amount to your original payment method.

How it works (step-by-step)

  1. Open the return portal
    Go to https://retour.innosend.eu/premiumsets.
    Enter your Track & Trace / order number and postal code, then click “Start the return process” 

  2. Choose the product(s)
    Select the item(s) you want to return and the quantity.
    Click “Choose your reason(s)”.

  3. Select your reason(s)
    Tick one or more reasons (e.g. changed my mind, damaged, wrong product) and continue.

  4. Confirm your return request
    Check your details and click “Complete return request”.

  5. Pay and receive your return label
    Pay for the return label on the secure payment page (e.g. iDEAL or Bancontact).
    Download/print the label and stick it on your parcel.

  6. Send your parcel & refund
    Drop off the parcel at the indicated point and keep your Track & Trace.
    After we receive and check the products, we process your refund.

 

Complaints – we fix it together

We aim for 100% customer satisfaction.
If something doesn’t go as planned, we want to solve it in your favour wherever reasonably possible.

If you have a complaint:

Please describe your situation and include your order number.
We will:

  1. Look at your case personally,

  2. Respond as quickly as possible, and

  3. Do everything we can to reach a fair solution that makes you happy as a customer.

 
 
 
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