Frequently Asked Questions
You can always reach out by going to the contact page or send a mail with your inquire at hello@itsmartemade.com
📬Shipping
✦ When can I expect to receive my order?
Orders are processed within 1–3 business days.
During busy periods, processing may take a little longer.
You’ll receive an email once your order has shipped.
Estimated delivery times:
• Netherlands: 1–5 business days
• Europe: 5–15 business days
• Rest of the world: 6–25 business days
✦ Will customs fees be added to my order?
Some countries may charge customs fees or import taxes.
If you are in the EU you will not be charged any fees or custom taxes.
US tariffs and imports are included at check out.
For countries out of EU these costs are not included in your order total and are the buyer’s responsibility.
Please check your local customs guidelines if you’re unsure.
✦ Which countries do you ship to?
I ship worldwide!
Please note! Customers in the UK should place orders through my Etsy shop.
✦ How much does shipping cost?
Shipping costs are automatically calculated at checkout based on your location and the weight of your order.
✦ Can I track my order?
Yes! You can choose tracked shipping at checkout for an additional cost.
Untracked shipping is cheaper but does not include tracking updates.
✦What happens if my package is lost
If your package seems delayed or missing, please contact your local post office first.
If they cannot locate it, reach out to me and I’ll do my best to help.
Please note that untracked shipping cannot be followed once it leaves the Netherlands.
📩 Returns & Exchanges
✦ What is your return policy?
You have the right to return your order within 14 days of receiving it, in accordance with EU consumer protection laws.
Items must be unused and in their original packaging.
Custom or personalized items cannot be returned unless they arrive damaged.
✦ What if my item arrives damaged?
If your order arrives damaged, please contact me within 7 days.
Include photos of the item and packaging so I can help resolve the issue quickly.
✦ How do I start a return?
To start a return, email me at hello@itsmartemade.com with your order number and reason for return.
I’ll provide instructions for sending the item back.
Please note that return shipping costs are the buyer’s responsibility unless the item is faulty.
💳Orders & Payments
✦What payment methods do you accept?
All payments are securely processed at checkout.
Available payment methods depend on your region and may include credit/debit cards, PayPal, and local payment options.
✦Can I change or cancel my order?
If your order has not shipped yet, I can still make changes or cancel it.
Please contact me as soon as possible. Once an order is shipped, it can no longer be changed.
✨Products & Materials
✦ Where are your products made?
All products are handmade by me or produced by a manufacturer based in the Netherlands.
I oversee every step to ensure quality and consistency.
✦ What materials do you use?
Packaging is always plastic-free or recycled plastic.
I carefully research and test materials for sustainability, quality, and durability.
Whenever possible, I choose the most eco-friendly option available.
💌 Custom Orders / Wholesale
✦Do you take custom design requests?
Yes! I’m happy to discuss custom designs.
Feel free to reach out with your idea.
✦Do you offer wholesale pricing?
Wholesale orders are available.
Send me a message with your details and I’ll get back to you with options.
✦How can I contact you for collaborations?
You can reach me through the contact page or email me directly at hello@itsmartemade.com.
I’d love to hear from you!