Shipping Information
At Dieren Nest Verkoopwinkel, we understand how important it is to receive your aquarium and pond supplies promptly and in perfect condition. Here’s everything you need to know about our shipping process:
Order Processing
All orders are processed within 1-2 business days after payment confirmation. You will receive a shipping confirmation email with tracking information once your order has been dispatched.
Shipping Destinations
We ship worldwide, excluding some Asian countries and remote areas. If you’re unsure whether we ship to your location, please contact us at [email protected] before placing your order.
Returns & Exchanges
As fellow aquarium and pond enthusiasts, we want you to be completely satisfied with your purchase from our specialized selection. Here’s our straightforward returns policy:
Return Conditions
- You have 15 days from the date of receipt to request a return
- Products must be in original condition: unused, in original packaging with all labels and accessories
- A return request form is required (template provided below)
- Customer is responsible for return shipping costs unless the product is defective or incorrect
Non-Returnable Items
For hygiene and safety reasons, the following products cannot be returned:
- Pharmacy products (Apotheek, Apotheek vijvervissen)
- Leg protectors, bandages and hoof shoes (Beenbeschermers, bandages en hoefschoenen)
- Opened packages of chemical products (such as Algenverwijderaar)
Return Process
- Submit your return request within 15 days of receipt via email to [email protected] using the template below
- Wait for our return approval and receive a return authorization number
- Carefully package the product in its original packaging
- Ship the package to: Dieren Nest Verkoopwinkel
Retourenafdeling
904 Reigerstraat
Appingedam, NL 9903BR
Netherlands - Include the completed return request form with your package
- We recommend using an insured and traceable shipping method
Return Request Template
Subject: Retouraanvraag – [Order Number]
Dear Dieren Nest Verkoopwinkel team,
I would like to return/exchange the following product:
Order Number: [Your order number] Product Name: [Product name] Reason for return: [Describe reason for return/exchange] Preference: [Refund/Exchange for another product]
I confirm that the product is in original condition: unused, in original packaging with all labels and accessories.
Kind regards,
[Your full name] [Your email address] [Your phone number]
Refund Information
- After receiving and inspecting your return, we will process your refund within 5-7 business days
- Refunds will be issued to the original payment method (Visa, MasterCard, JCB or PayPal)
- Original shipping costs are non-refundable unless the return is due to our error
- For credit card payments, it may take up to 10 business days for the refund to appear on your statement, depending on your bank
Exchange Information
- For exchanges, we will ship the new product after receiving and inspecting your return
- If the new product is more expensive, we will request payment for the difference
- For less expensive exchanges, you will receive a refund for the price difference
Defective or Incorrect Items
If you receive a defective or incorrect product:
- Contact us within 48 hours of receipt at [email protected]
- Include photos of the product and packaging with your email
- We will send you a prepaid return label and arrange for a prompt replacement or refund
Our Commitment to You
As aquarium and pond lovers ourselves, we understand how important quality products are for your underwater world. Our dedicated team is here to assist with any questions about shipping, returns or exchanges.
For any inquiries, please don’t hesitate to contact us at [email protected].