FAQ

Ordering

How do I place an order?

Place the product of your choice in the shopping cart by clicking on the "In the shopping cart" or "order" button. Then click on "To the checkout" to start paying. Enter your details and follow the steps. Only when you click on the "Confirm your order" button is your order final.
 

Can I have my order delivered to a different address? (gift tip)

Yes, this is possible. During the ordering process you can provide us with a different delivery address when entering your personal details. The invoice will be sent to the specified e-mail address. The delivery will contain a packing slip on which there is no price.
 

Do I receive a message when I have placed an order?

You will immediately receive an order confirmation. If you pay the order directly, you will also receive the invoice immediately. Once your order has been shipped, you will also receive a shipping confirmation.
 

Can I change or cancel an order?

If you want to change or cancel the order, we advise you to contact costumer service.

 

Paying

Which payment methods do you offer?

Depending on the country you live, you can pay with the following payment methods.

- Creditcards: Safe payment with Mastercard, Visa, American Express, or Carte Bleue creditcard.

- PayPal: Pay safely with your PayPal account.

- iDeal: Safe internet payment via your own Dutch bank. 

- BanContact: Safe internet payment via your own Belgian bank.

- Sofort Banking: Safe internet payment via your own German bank.

- Giropay: Safe internet payment via your own German bank.

 

Shipping

Do you ship worldwide?

Yes, we can ship all over the world. 
 

When will my order be delivered?

Depending on where you live, it takes 1 - 8 weeks. If you live in the Netherlands, it usually takes 1-2 days.

 

Returns

Can I return my order?

If you live in the Netherlands, you have the right to cancel your order up to 14 days after receipt without giving a reason. After cancellation you have another 14 days to return your product. You will then be credited the full order amount including shipping. Only the costs for return from your home to the web store are for your own account. These costs amount to approximately 7.25 EUR per package (within the Netherlands). Please consult your local post office for the exact rates. If you make use of your right of withdrawal, the product with all supplied accessories and - if reasonably possible - in the original condition and packaging will be returned to Fidra. To get this right you can contact us via the contact page. We will then refund the order amount due within 14 days after registering your return, on the condition that the product has already been received in good order. Books, artwork, collectorsitems and hygiene products (e.g: underwear & socks) can NOT be returned!!! If you want to try a t-shirt or tank before deciding to keep it, please do not remove the tags. 

Can I return custom made products?

Custom products that you purchase through Fidra's are made to measure according to the specification you entered. The right of withdrawal is therefore not applicable. Agreeing with custom work (e.g: art commissions) makes the sale final after successful payment. If you have a problem with your custom order, please contact us at the contact page and we'll do our best to help you.

How do I return my order?

Please first contact us to let us know you want to return your order. We will then send you the withdrawal form PDF. Please fill in this PDF and follow its instructions to return your order to us. Do not send it to the sender address you see on the shipping box! This is a storage area, so if you send it to that address, the package will return to you again. Use the address in the withdrawal form instead.

My order is incomplete/damaged. Now what?

Please contact us at the contact page, and we'll try to help you. If the mistake is Fidra's or happened during shipping, Fidra will cover the costs to replace/repair your product.

Can I return my order if I live in another country?

People make mistakes, we understand. Maybe you chose the wrong size when ordering a t-shirt or the wrong colour. We're open for returns/exchanges of international orders if you let us know within 7 days after receiving your order, but the costs for return from your home to the web store are for your own account. This also applies to the costs to re-send you the right product. As a small non-profit charity, we can't cover these costs ourselves. Please contact us at the contact  page, and we'll try to help you. 

Gift vouchers

How do I use my gift voucher?

Each gift voucher has an unique code. After adding the products of your choice into your shopping cart, you can use this code by entering it into the "discount coupon" section. Click on the "add" button to apply.

Can I exchange my gift voucher for cash?

No. Vouchers can never be exchanged for money. They can only be used to purchase products from the shop.

Can I use a part of my gift voucher's value now, and the rest later?

Yes. Please contact us after checkout and send us your order number and voucher code. We will update your card's information, so you can use the rest of the value later.

Can I use a part of my gift voucher's value now, and receive the rest in cash?

No. Gift vouchers can only be spent on products and can never be exchanged for money, wether it's partly or not.

What happens if I buy something with my voucher that exceeds it value?

The voucher value will be treated as a discount code. You can pay the exceeded amount using one of the available payment methods (Paypal, creditcard, iDeal etc.)

Can I return my order if it's paid with a gift voucher?

Yes, you can. The same withdrawal form as regular paid orders can be used. Except that you will not receive the refund back in cash form, but in another gift voucher form. Gift cards can never be exchanged for money. The same conditions as regular returns apply when it comes to return costs: you'll have to cover these yourself. Ask your local postal office for their shipping rates.

Complaints

I have a complaint

Do you have a complaint about your order, the website or our services? Please contact us using the form on the contact page and explain your problem. If this is about an order, please provide your order number. We will try to think along with you to find a solution to your problem. Don't panic, we've got your back.