Shipping Policy
All orders are packed and shipped from our warehouse in Leeuwarden, the Netherlands. This policy explains where we ship, how long it takes and who is responsible for what. It supplements our Terms and Conditions and Return & Refund Policy.
1. Where we ship
We ship to: all member states of the European Union; the United Kingdom; Norway. Orders with delivery addresses outside these destinations cannot be processed and will be cancelled and refunded.
2. Processing time
Orders are processed and handed over to the carrier within 2 to 4 business days after receipt of full payment (or authorisation by the payment provider for deferred payment methods such as Klarna). Business days are Monday to Friday, excluding Dutch public holidays. Orders placed during weekends or public holidays are processed from the next business day. During product drops, sales and holiday periods, processing may take longer. This does not affect your statutory rights.
3. Shipping time
After hand-over to the carrier, indicative shipping times are: Netherlands, Belgium, Germany — 4 to 7 business days; Rest of the European Union — 5 to 10 business days; United Kingdom and Norway — 6 to 12 business days (customs clearance may add time). Total indicative delivery time is therefore 6 to 16 business days after payment. All delivery times are estimates and do not constitute strict deadlines. Carrier delays, customs inspections and force majeure events are outside our control. The maximum statutory delivery period is 30 days after placing the order; see Section 9.
4. Shipping costs
Shipping costs depend on the destination and are displayed at checkout before you complete your order. Any free-shipping promotions and their conditions are stated on the website.
5. Tracking
You will receive a track & trace link by email as soon as your parcel has been shipped. Please allow up to 24 hours for the tracking status to become active.
6. Customs, duties and import taxes (United Kingdom and Norway)
Shipments to destinations outside the European Union may be subject to import VAT, customs duties and carrier handling fees imposed by the destination country. Where we are required or registered to collect local VAT at checkout, this is included in the total shown at checkout. Any other import duties, taxes and customs or carrier handling fees are the responsibility of the customer and are not included in the product price or shipping costs, unless expressly stated otherwise at checkout. If a parcel is refused, or returned to us because import charges were not paid or customs clearance failed for reasons attributable to the customer, the actual return transport costs and any customs or handling fees charged to us will be deducted from your refund. Refusing a parcel does not count as a formal withdrawal; the notification procedure in our Return & Refund Policy still applies.
7. Delivery address and failed delivery
You are responsible for providing a complete and correct delivery address. Once an order has been shipped, the address can no longer be changed. If a parcel is returned to us because of an incorrect or incomplete address, because delivery was refused, or because it was not collected within the carrier's pickup window, we may deduct the actual shipping and handling costs from your refund, or charge reasonable re-shipping costs if you want the order sent again. If the carrier delivers to a parcel locker, pickup point or neighbour in accordance with its standard delivery procedures, this counts as delivery.
8. Lost or damaged parcels
The risk of loss of or damage to the products remains with us until the moment the parcel is delivered to you or to a representative designated by you. If your tracking shows no movement for an unusually long period, or if your parcel arrives visibly damaged, contact us at hello@notesfromthevilla.com with your order number. For damaged parcels, please keep the packaging and send us clear photos, preferably within 48 hours of delivery, so we can file a claim with the carrier. This is a request that helps us resolve your case quickly and does not limit your statutory rights. Lost-parcel investigations with the carrier can take up to several weeks. Once the carrier confirms loss, or the investigation period expires without result, we will send a replacement or issue a full refund, at your choice.
9. Delays and the 30-day rule
If delivery is delayed, or an order cannot be fulfilled in whole or in part, we will inform you as soon as possible and at the latest within 30 days of the order date. In that case you may dissolve the contract free of charge for the undelivered items, and any amounts already paid for those items will be refunded within 14 days.
10. Split shipments
We may ship your order in multiple parcels, for example when items ship from different stock locations. You will receive tracking for each parcel. You will never pay more shipping costs than shown at checkout. For the purposes of the withdrawal period, the period starts on the day you receive the last item of your order.
11. Contact
Questions about shipping or your delivery? Contact hello@notesfromthevilla.com with your order number. Notes from the Villa (NFTV) is a trade name of AB Solutions, Chamber of Commerce no. 95667873, Jupiterweg 21C, 8938 AD Leeuwarden, the Netherlands.