Shipping policy
1. Shipping
1.1 We ship all orders with track and trace. Orders placed before 12:00 (Dutch time) on a working day (Tuesday–Friday) are usually dispatched the same day. You receive a tracking link by email as soon as the carrier has scanned your parcel.
1.2 Shipping costs depend on the destination and delivery method and are always shown at checkout before you pay. Current rates:
| Destination | Pickup point | Home delivery | Free from |
|---|---|---|---|
| Netherlands, Belgium, Luxembourg, Germany | Free | €4.95 | – |
| Other EU countries | €7.95 | €7.95 | €250 |
| Outside the EU | approx. €20 | approx. €20 | €500 |
Lockers are not available as a delivery option.
1.3 For deliveries outside the EU, import duties and taxes are included in the price and paid by us (Delivered Duty Paid). If a carrier or customs authority still asks you to pay duties for an order we shipped DDP, contact us before paying.
1.4 Orders above €500 are shipped insured. Orders above €1,000 are delivered only against a signature. We may require a signature or delivery to a pickup point for any order.
2. When the risk passes to you
2.1 The risk of loss or damage passes to you when the parcel is delivered to you or to a third party designated by you, such as:
- delivery at the address you entered;
- collection at the pickup point you chose;
- delivery to a neighbour, a safe place or another location that you approved at checkout or through the carrier's delivery options;
- delivery to a carrier you arranged yourself.
2.2 If you change the delivery address, date or location through the carrier after dispatch, the new location counts as the location designated by you.
2.3 Until the parcel is delivered as described above, the risk is ours. If a parcel is lost in transit, you will not be left without a solution: we will investigate and, if the parcel is not found, send a replacement or refund you as described in section 4.
3. Reporting a problem with your delivery
3.1 Please check the tracking information and your parcel on receipt. Report any problem through our online parcel claim form (paulzeist.com/pages/parcel-claims), stating your order number:
- Parcel not received (tracking shows "delivered", but you have not received it): within 48 hours after the tracking status changed to "delivered".
- Parcel delayed (no tracking update for 5 working days): as soon as possible.
- Parcel damaged, opened or incomplete: within 48 hours of delivery. Do not throw away the box, the packaging, the shipping label or the contents.
3.2 We can only open an investigation with the carrier while it still has the data. If you report later than the periods in 3.1, we will still assess your report, but the chances of recovering your parcel or establishing what happened will be smaller. Reports made more than two months after the delivery date (or, if the parcel was not delivered, after the expected delivery date) are no longer handled, unless mandatory law requires otherwise.
3.3 Please report through the online parcel claim form. Messages via WhatsApp, social media or telephone are not considered a report. All further communication about a claim takes place by email.
3.4 Do not accept a damaged or opened parcel. If the box is visibly damaged, feels empty or unusually light, or the tape or seal is broken or has been opened, refuse the parcel and do not sign for it, so that the carrier returns it to us, and report it through the parcel claim form. By accepting or signing for the parcel, you confirm that you received it in good condition, and the risk for the parcel and its contents passes to you (section 2); we can then no longer claim missing contents or transport damage with the carrier and will not compensate them. This does not affect your rights under article 7 of our Terms and Conditions for items that do not conform to the agreement.
4. Investigation
4.1 After your report we start an investigation with the carrier. An investigation usually takes up to 10 working days; in some cases the carrier needs longer. We keep you informed by email.
4.2 To investigate a parcel that tracking shows as delivered, or a parcel that arrived empty, opened or incomplete, we will ask you to:
(a) complete the declaration of non-receipt or declaration of incomplete receipt in the online parcel claim form;
(b) for incomplete or damaged parcels, send clear photos of the outer box from all sides, the shipping label, the packaging and the contents as received, and keep these for inspection by us or the carrier;
(c) verify your identity with a copy of a valid identity document (see 4.4);
(d) where applicable, check with neighbours, other members of your household and the pickup point.
4.3 Please return the requested documents within 3 working days of our request. We can only complete the investigation once we have received them. If you do not return the documents, despite a reminder, we will close the investigation and assume the parcel was delivered correctly.
4.4 Identity verification. To prevent fraud we ask you to verify that you are the person who placed or received the order. We only ask for what is necessary (name, date of birth, document number and expiry date). If you send a copy of an identity document, black out your photo, the MRZ (machine-readable zone) and any citizen service number (BSN). We delete these data once the claim is closed; see our Privacy Policy.
4.5 We use the information supplied by the carrier, including scan and weight data at the various sorting points, GPS location of delivery, photos of delivery, and records of the person who signed for or collected the parcel, as well as our own packing records (packing list and dispatch weight). Unless you show otherwise, we regard a parcel as delivered when the carrier has registered it as delivered with a signature, a delivery photo or a collection at a pickup point.
4.6 For claims involving high-value orders above €500 where the carrier has registered delivery, we may ask you to file a police report and send us a copy, so that the case can be investigated by the carrier and the police.
5. Outcome
5.1 Lost in transit. If the carrier confirms that the parcel was lost before delivery, or if the investigation does not show that the parcel was delivered as described in section 2, we will, at your choice, send you a replacement (if available) or refund the purchase price and shipping costs, within 14 days of the end of the investigation.
5.2 Delivered. If the investigation shows that the parcel was delivered as described in section 2, the risk had already passed to you and we will not provide a replacement or refund. We will share the outcome and the delivery data with you. You can contact the carrier, your neighbours, the pickup point or your own insurer.
5.3 Damaged in transit. If a parcel arrives visibly damaged and the item does not conform to the agreement as a result, your rights under article 7 of our Terms and Conditions apply (repair, replacement, price reduction or refund).
5.4 Incomplete parcel. If the parcel arrived with items missing, we compare your report with our packing list, dispatch weight and the carrier's weight data. If these show that the items were not in the parcel when it left us or were removed during transport, we will send the missing items or refund them. If the weight data show that the parcel weighed the same at delivery as at dispatch, we assume the parcel was delivered complete.
5.5 We do not pay compensation for consequential loss (for example a missed occasion), except where the law requires us to.
6. Payment disputes (chargebacks)
If you dispute a payment with your bank, card issuer, PayPal or Klarna while our investigation is still running, we will provide the payment provider with all information about the delivery and the investigation. Please give us the opportunity to complete the investigation first. If a chargeback is found to be unjustified, we may recover any costs charged to us by the payment provider, to the extent permitted by law.
7. Fraud
We report suspected fraud, such as false claims of non-receipt or a parcel returned empty or with other contents, to the police and to the carrier. In case of suspected fraud we may refuse future orders. We may keep a record of claims to detect repeated abuse, as described in our Privacy Policy.
8. Returns
For returns, see article 6 of our Terms and Conditions. Returns within the EU are at your own cost and are sent with a carrier of your choice to Paul Zeist, Slotlaan 296, 3701 GW Zeist, the Netherlands. A return parcel travels at your risk until we receive it: keep your proof of shipment and use a tracked, and where appropriate insured, service. We do not compensate a return parcel that does not reach us; please claim with your carrier. Without proof of timely shipment, the purchase price remains payable. If a return arrives empty, incomplete or with different contents, we refund only the items we actually receive back.
