Shipping Policy

All orders are processed and shipped within 1 business day. Orders placed before 5:00 PM (Mon/Fri) will be delivered the next day in the Netherlands. Belgium, Germany and Austria have a delivery time of 1-3 business days . Orders are not shipped and/or delivered on certain official holidays.

CLICK HERE TO TRACK YOUR ORDER

Shipping costs and delivery times

Tjilla offers free standard shipping within the Netherlands and Belgium for orders with a minimum purchase amount of 25 EUR. For orders with a purchase amount of less than 25 EUR and/or orders that need to be shipped outside the EU, free standard shipping does not apply.

Shipping confirmation and tracking

Once your order has been shipped, we will send you a shipping confirmation email and a tracking number. Click here to track your order.

Damage, incomplete shipments, losses or incorrectly delivered products

We kindly request that you inform our customer service as soon as possible (preferably within 24 hours from the moment you received your order) by e-mail, telephone or via the contact page of the Website if you:

  • You receive your order in a damaged or incomplete condition;

  • Receive products that you did not order; or

  • You have not received your order.

In these cases we will decide how to resolve the situation. You must always inform us of the above situation(s) and await our instructions.

We will bear the cost of any replacement delivery and will then arrange for the correct products to be sent to you, provided you have fully complied with our returns instructions.

If you return one or more products at your own expense, without first contacting us and waiting for our instructions, you cannot reclaim the shipping costs you incurred from Tjilla (and you cannot hold Tjilla liable for the return shipment that took place without our prior instructions).

To ensure your satisfaction, we will provide a suitable solution as soon as possible. If the order is lost in transit or if you claim that you have not received the order (even if receipt is shown by the tracking information), we will initiate an investigation procedure with the relevant carrier. We will usually wait for the results of the investigation procedure and will send you a new product or refund your purchase price if it is confirmed that the shipment was lost by the carrier. You agree to fully cooperate with our carrier during the investigation.

The risk of damage and/or loss to/of the shipment lies with Tjilla until the moment of delivery of the order to the delivery address, unless otherwise agreed. If there are problems with the shipment of an order due to an error in the delivery address made by the buyer, Tjilla cannot be held liable for the (partial) loss of the shipment.

Contact Us

If you have any questions about your product or your order, please contact with us via the contact page . You can send us an email at any time and can reach us by phone from Monday to Saturday between 09:00 and 20:00.

Phone: +31 850022287
E-mail: info@tjilla.nl