Shipping, Returns & Complaints

Last updated: February 15, 2026

1. Shipping Information

1.1 Processing Time

All orders are processed within 24 hours on business days. Orders placed after 15:00 CET or on weekends/public holidays will be processed the next business day.

Once your order is processed and shipped, you will receive a confirmation email with tracking information (where available).

1.2 Shipping Methods and Costs

We ship from the Netherlands using reliable postal and courier services. Shipping costs are calculated at checkout based on destination and order size.

1.3 Estimated Delivery Times

• Netherlands: 1-2 business days
• Belgium, Germany, Luxembourg: 2-4 business days
• Other EU Countries: 3-7 business days
• Rest of Europe: 5-10 business days
• International: 7-21 business days

Please note that these are estimates and actual delivery times may vary due to customs processing, carrier delays, holidays, or other factors beyond our control.

1.4 Same-Day Shipping

Orders placed and paid before 15:00 CET on business days qualify for same-day shipping. The order will be handed over to the carrier the same day.

1.5 Customs and Import Duties

For shipments outside the European Union, customers are responsible for any customs duties, import taxes, or fees imposed by the destination country. These charges are not included in our prices or shipping costs.

1.6 Shipping Address

Please ensure your shipping address is correct and complete. We are not responsible for delays or non-delivery due to incorrect address information provided by the customer. Address changes after order confirmation may not be possible.

2. Returns Policy

2.1 Custom Products - No Standard Returns

As per Article 6:230p under (f) of the Dutch Civil Code (Burgerlijk Wetboek), custom-made products are exempt from the standard 14-day cooling-off period (bedenktijd). Since all our stickers are printed specifically to your design and specifications, we cannot accept returns or provide refunds for:

• Change of mind
• Incorrect design uploads
• Wrong size or quantity selection
• Color variations due to screen differences

We strongly recommend reviewing your order carefully before submitting, including verifying your design, size, and quantity selections.

2.2 Defective or Damaged Products

We stand behind the quality of our products. If you receive items that are:

• Damaged during shipping
• Printed incorrectly (not matching your submitted design)
• Significantly defective in quality
• Missing from your order

You are entitled to a replacement or refund. Please contact us within 14 days of receiving your order with:

• Your order number
• Clear photographs showing the defect or damage
• Description of the issue

2.3 Resolution Process

Upon receiving your complaint about defective products:

1. We will review your claim within 5 business days
2. If the claim is valid, we will offer either:
   • A free replacement of the defective items, or
   • A full refund of the purchase price
3. Refunds are processed to the original payment method within 14 days

3. Order Cancellation

3.1 Cancellation Window

You may cancel your order within 1 hour of placement, provided production has not yet begun. To request cancellation, contact us immediately at info@de-toon.com with your order number.

3.2 After Production Starts

Once production of your custom stickers has begun, cancellation is not possible. This is because:

• Materials have been allocated to your order
• The printing process has commenced
• Custom products cannot be resold

4. Complaint Procedure

4.1 How to File a Complaint

We value your satisfaction and take all complaints seriously. If you have any issues with our products or service, please contact us:

Please include:

• Your full name and order number
• Detailed description of the issue
• Relevant photographs if applicable
• Your preferred resolution

4.2 Response Time

We aim to:

• Acknowledge your complaint within 2 business days
• Provide a resolution or detailed response within 14 days
• Keep you informed if more time is needed for investigation

4.3 Escalation

If you are not satisfied with our resolution, you have the right to:

• Request escalation to management
• File a complaint with your national consumer protection authority
• Use the EU Online Dispute Resolution platform: https://ec.europa.eu/odr

5. Warranty

All products come with statutory warranty rights under Dutch and EU consumer law. If products develop defects under normal use conditions within a reasonable period, you may be entitled to repair, replacement, or refund.

6. Force Majeure

We are not liable for delays or failures in performance resulting from circumstances beyond our reasonable control, including but not limited to natural disasters, pandemics, strikes, government actions, or carrier disruptions.

7. Contact Information

For urgent matters regarding shipping or orders, please include your order number in all communications.