SHIPPING, DELIVERY & RETURNS

Wherever you live in the EU: we treat every order with the same care

Delivery time & shipping costs per country

When do we ship your order?

If you place your order on business days (Monday to Friday) before 3:00 PM (15:00 CET), we will dispatch your order the same day.

Around public holidays, delivery may take longer due to carrier volume.
For peace of mind: we recommend ordering in good time.

When will my order be delivered?

Once your order has been shipped, you will receive a track & trace code by email, so you can easily follow your delivery.

How do we prevent damaged shipments?

We ship a lot of glassware and regularly receive compliments about our careful packaging. That’s why we:

• deliberately choose a reliable (sometimes slightly more expensive) carrier

• pack each order with extra care

• use sturdy, high-quality shipping boxes

If something does go wrong, please contact us — we will make it right.

RETURNS

How long do I have to return a product?

You have the right to cancel your order within 14 days of receipt, without giving any reason.
After cancellation, you have a further 14 days to return the product.

Conditions

• unused

• undamaged

• in the original packaging

• with price and information tags intact

Exceptions

Personalised products and food items are excluded from returns. Examples include:

• engraved glasses, serving boards or gift boxes

• food products (for food safety reasons)

These products cannot be cancelled or returned.

What are the return costs?

To keep our product prices as competitive as possible, we offer a Return & Exchange Service.
The costs per country are listed in the table below:

We are happy to provide you with a return label. The cost will be deducted from your refund, so you do not need to pay anything upfront.

Example

You order a product for €35 and pay €7.95 in shipping costs (total €42.95).

If you use our return service (NL: €7.95):
→ You receive €35 back
If you arrange and pay for the return yourself:
→ You receive €42.95 back

How can I use the return or exchange service?

Please send us a message via info@moodcompany.nl stating which products you wish to cancel or return.
You will receive a return label by email (please check your spam folder).

• print the label

• attach it to the parcel

• ship it within 14 days

Practical, clear and easy.

Why aren’t returns free?

Free returns don’t really exist. Until now, these costs were included in our product prices, meaning customers who did not return anything were indirectly paying for others. We did not think that was fair.

That’s why we keep our product prices as competitive as possible and only charge return costs when you actually make use of a return. We also make it easy: with our Return & Exchange Service, we provide the return label without any upfront payment.

Uncollected or unsuccessfully delivered shipments

If an order cannot be delivered after multiple delivery attempts, or if a parcel is not collected (in time) from a pickup point and is therefore returned to Mood Company, we treat this as a return.

In such cases, the following applies:

• the original shipping costs are borne by the customer

• the return costs charged by the carrier (costs incurred by us to receive the parcel back) are also borne by the customer

• these costs will be deducted from the refundable amount

We make an exception when:

• the return is demonstrably the result of an error by the carrier, or

• the return is due to an error on our part

In such cases, we will of course resolve the matter in a fair and customer-friendly way.

Why this policy?

We ship our orders with care and pay both outbound and return shipping costs to the carrier for every shipment. When a parcel is not collected or delivered due to circumstances beyond our control, we incur these costs without the product being used. In order to keep our product prices fair and competitive, we cannot absorb these costs in such cases.

When will I receive my refund?

Once we have received your return in good order, we will refund the purchase amount (minus any applicable return costs).

• Legal timeframe: within 14 days

• In practice: within 1–2 working days