Customer Service
We strive not only to deliver the best products, but also to make your experience in our webshop as pleasant as possible. We work daily to improve our services, so that we can serve you even more effectively.
Customer Service
We strive not only to deliver the best products, but also to make your experience in our webshop as pleasant as possible. We work daily to improve our services, so that we can serve you even more effectively.
Contact
Do you have any questions, comments or suggestions to make Yarnhugs even better? Don't hesitate to contact us! You can reach us via the contact form, email and phone. Here you will find all our contact details.
Contact form Shop visiting address:
Kinkerstraat 380h
1053 GJ Amsterdam
Email address: info@yarnhugs.nl
Phone: 06 508 468 49
Chamber of Commerce number: 82090130
VAT number: NL003639504B79
Our customer service is available to you by phone during the opening hours below. In addition to telephone contact, you can always reach us by email. We aim to respond within 24 hours on working days.
- Monday: 1:00 PM - 6:00 PM
- Tuesday: 10:00 AM - 6:00 PM
- Wednesday: 10:00 AM - 6:00 PM
- Thursday: 10:00 AM - 6:00 PM
- Friday: 10:00 AM - 6:00 PM
- Saturday: 10:00 AM - 6:00 PM
- Sunday: Closed
In addition, we have different opening hours during the holidays, during which our customer service is not available and orders are not processed immediately. However, you can still place your order with us. Please note that delivery times may be slightly delayed during these periods.
At Yarnhugs.nl we take great care of the products we offer in our webshop. Nevertheless, despite our efforts, something can occasionally go wrong. We understand how annoying this can be and strive to find a suitable solution quickly.
If you are not satisfied with a product, have a complaint about the delivery time or delivery, or have any other comment, we would like to hear from you how we can help you.
You can inform us of your complaint via hello@yarnhugs.nl or by contacting us via the contact form on our website. Together we will look for a suitable solution.
Order
Ordering your favorite items via Yarnhugs.nl is very easy. Curious about how our webshop works or do you have questions about something? Here you will find more information about our stock, your shopping cart, discount codes, your account and checkout.
On the webshop of Yarnhugs.nl you can see directly whether a product is in stock, both in the product overview and on the product page itself. If the product is in stock and you place your order on a working day before 15:00, we will ensure that your order is processed and shipped the same day.
Have you found the desired product? Then you can easily add it to your shopping cart. Take your time to continue searching for other items or go directly to your shopping cart to complete your order. In the shopping cart you have the option to adjust your order and remove products if necessary. In addition, you will get direct insight into the shipping costs of your order in your shopping cart.
Do you have a discount code for our webshop and do you want to use it? Enter the code on the checkout page. As soon as you have entered the code, the discount will be immediately deducted from the total amount of your order.
Although you can shop in the Yarnhugs.nl webshop without creating an account, we still recommend that you do so. With an account, you can easily and quickly log in to our webshop for a next order, where we will fill in your details for you immediately. In addition, with an account you can view your previous orders, easily change your address details and easily start the return process.
Have you found all the products you need and is your order complete? Then click on "Checkout" to complete your order. At Yarnhugs.nl we offer various payment options, so you can always choose a payment method that suits you best.
Deliver
After placing your order, we will make sure it is delivered as soon as possible. If the item is in stock and is ordered before 3:00 PM, you will have it the next day. Do you have questions about our delivery service, your options or what you may need to take into account? Then look below for more information.
Our regular parcel service, PostNL, ensures that your order is neatly delivered to your doorstep. If we receive your order on working days before 15:00, it will be shipped the same day. As soon as PostNL receives your package, you will receive a track & trace code with which you can follow the progress of your order. In general, your order will be delivered within one working day. However, please note that PostNL does not deliver on Sundays and Mondays.
Would you like to pick up your order at a time that suits you best? No problem! We also offer the option to have your order delivered to a PostNL parcel point. On the checkout page, you can select the nearest pick-up location in your area and pick up your order when it suits you. Please note: the package must be picked up within 7 days, otherwise it will be returned to the sender.
We use the current shipping rates of PostNL. The shipping costs are calculated based on the destination of your order. The final shipping costs are shown during checkout.
For orders over €65,- we do not charge shipping costs. This only applies to orders within the Netherlands.
Postage costs
Netherlands: €6.95
Belgium: €9.95
Germany: €8.95 (up to 2 kg) || €9.95 (over 2 kg)
Once your package has been delivered to a PostNL sorting location or picked up by our parcel delivery person, you will receive a track & trace code by email. With this code you can easily track the progress of your order and you can see immediately when the delivery person expects to offer your package or drop it off at a pick-up location.
For each product in our webshop we indicate the stock status. If the product you want to order is in stock and we receive your order on working days before 15:00, it will be processed and shipped the same day. In this case, the average delivery time is one working day. If something unexpectedly changes, we will contact you as soon as possible to find the best solution together.
Please note that during holidays and extremely busy periods, such as around Christmas, delivery times may vary.
My order has not arrived yet, what should I do?
Although it is rare that an order is not delivered, this can still happen in some cases. If you use Track & Trace, you can contact PostNL to find out where the package is. If you can't figure it out, you can send an email to hello@yarnhugs.nl. We will do everything we can to solve this problem for you.
Pay
With us, you can pay in your own way. We offer various payment methods. Do you have questions about how a certain payment method works? Just click on the payment options below for more information.
At Yarhugs.nl you can pay for your order with iDEAL. If you choose this payment method, you pay the requested amount online via your own bank. The amount is immediately debited from your account and processed by our payment service provider Mollie. As soon as the payment is completed, we receive a notification from your bank that the order has been paid.
You can use iDEAL if you are a customer of ABN-AMRO, ASN Bank, Friesland Bank, ING, Rabobank, SNS Bank, SNS RegioBank and Triodos Bank, and if you use internet banking at your bank.
If you live in Belgium, you can pay for your order in our webshop easily, reliably and safely via Bancontact (Mister Cash). Bancontact is the Belgian version of iDEAL and works in a similar way to the Dutch payment system.
At Yarnhugs.nl we offer the possibility to pay for your order with credit cards from different providers, such as MasterCard and Visa. With a credit card you can always and everywhere make purchases safely, both online and offline. Your credit card details are sent securely via an SSL-secured server, which makes your payment safe. In addition, your payment is immediately insured.
Returns
At Yarnhugs we understand that sometimes a product does not fully meet your expectations. That is why we strive to give you the best possible experience, even if you are not completely satisfied with your purchase. Of course, there are some conditions attached to this. Here you can read how the return process works and what you should take into account.
Have you placed an order at Yarnhugs.nl and one or more products do not meet your expectations, are they defective or do you want to return a product for another reason? No problem! Below you will find the steps to make the return process as clear as possible.
Please note: Please read our terms and conditions for returning products carefully on the tab below to ensure the return process runs as smoothly as possible.
Step 1. Log in to your account:
1. Enter your email address in the 'Email' field and then click 'Continue'.
2. In your email account, open the email sent from our store and copy the six-digit verification code.
3. Return to the webshop and enter the verification code.
Step 2. Click on 'Request return' for the order for which you wish to submit the request.
Step 3. If your order contains more than one item, select the items you wish to return.
Step 4. Select a reason for the return and add a note for the store.
Step 5. Click on 'Request return'.
If your return request is approved and needs to be sent, you will receive an email with shipping instructions and a return label. Once the product is returned, you will receive a refund.
You have the right to cancel your order up to 14 days after receipt without giving any reason. After cancellation you have another 14 days to return your product. You will then be refunded the full order amount, including shipping costs, within a maximum of 5 days.
If you decide to exercise your right of withdrawal, please return the product with all accessories supplied to us, if possible in the original condition and packaging. If the product has been damaged or the packaging is damaged more than necessary to try the product, we reserve the right to charge you for a possible reduction in the value of the product. We do this because we can no longer sell products as new. We therefore hope for your understanding and ask you to handle the products with care. So treat the product with care and make sure it is properly packaged when returning it.
In case of damage or warranty, sending a replacement item is completely free. If you want to exchange your ordered product for another product, for example because it was ordered incorrectly, we charge €6.95 in shipping costs for sending the replacement item.
Yarnhugs.nl is not liable for damage to the package that occurs during transport. Make sure the package is securely packed. In the event that we cannot determine who the package is from, we will wait until the customer contacts us.
If you regret a purchase or if a product does not meet your wishes and requirements, you always have the right to return the product. Please note that the product must meet our return conditions.
At Yarnhugs.nl we strive to make your visit to our webshop safe and reliable. We offer good warranty conditions that you can trust. The legal warranty applies to all products that you buy from us. This means that the product that you order meets your expectations and functions properly. If you unexpectedly receive a defective product, we will of course be there for you quickly. Our customer service always ensures a suitable solution.
Security & Privacy
We strive to ensure the safety and privacy of our website visitors and customers at all times. Transparency is our top priority. That is why we provide information below about all our efforts to protect your safety and privacy. If you have any questions about anything, please do not hesitate to contact us.
At Yarnhugs.nl, the customer always comes first. Every day we strive to serve our customers in a customized way and to continuously improve our service. In our general terms and conditions you will find detailed information about what you can expect as a consumer when you place an order in our webshop. These also describe the rights and obligations of both the consumer and the entrepreneur, as well as the conditions that apply after completing an order.
We appreciate the trust you place in Yarnhugs.nl. This means that we handle your privacy with care. We take our responsibility seriously and protect your data. We would like to inform you about what data we collect when you visit our website, why we do that and how we use this data to improve your user experience. This way you get a clear picture of our working methods.
We respect the privacy of all users of our website and ensure that personal information you share with us is treated confidentially. Our privacy policy applies to all services of Yarnhugs.nl. It is important to know that we are not responsible for the privacy policy of other websites and sources. By using our website you agree to our privacy policy.
The terms of use, also known as the disclaimer, apply to the use of www.yarnhugs.nl. By using this website, you agree that you are aware of the terms of use and accept them.
Although we strive to provide correct information, we cannot guarantee that the content on this website is complete and accurate. References to other websites are solely intended for the information of the users of the site. We are not responsible for the content or availability of these external sites or sources, nor are we liable for any damage resulting from inaccuracies or omissions shown on Yarnhugs.nl.
Yarnhugs.nl reserves the right to change the information on this site at any time without prior notice. If you have any questions, comments or would like more information, please feel free to contact us.
The Yarnhugs.nl webshop uses a secure SSL connection as standard. This ensures that your data is optimally protected and that you can shop online with peace of mind.
On our company page on Google you can leave a review or read the experiences of other customers of Yarnhugs.nl.