Visit our cheese shop: Gouda Cheese Shop

FAQ

Shipment

Do I have to pay any import or customs fees on my order?

<p>If you order from outside of the European Union, you may be required to pay import and customs fees when your order arrives in the country of destination.</p>

Is my order insured?

All of our packages are insured. If PostNL or DHL are unable to locate a package, they will begin an investigation. If the investigation reveals that the package has been lost while in their possession, you will be reimbursed by PostNL or DHL.  Should your package only be delayed due to these companies, you will not be reimbursed.

My product arrived damaged or defective!

We package and ship our orders with the utmost of care, but, occasionally, something may go wrong. If this happens, we will be more than happy to fix the situation as quickly and correctly as possible. 
For more information about returns, click here.

What should I do if I my package hasn’t arrived within the delivery time given?

Our packages are shipped via PostNL or DHL. The delivery time given is an estimate and is not guaranteed. If you have not received your package within the delivery period, we advise you to wait another two or three weeks. If your package still hasn’t arrived after this period, please contact us. We will then ask PostNL or DHL to investigate. 
Unforeseen delays can occur during mailing. This is beyond our control. If the PostNL or DHL investigation reveals that your package has been lost, you have the right to full reimbursement. You will not be reimbursed by us for any delays caused by PostNL or DHL.

When does the delivery time begin?

<p>As described in the invoice, the delivery begins at the moment the package arrives at PostNL or DHL. The delivery times are estimated times and are not guaranteed. <br /> On average, it takes approx. 1-2 working days for your package to arrive at PostNL or DHL.</p>

Where is my order?

We mail our packages via PostNL and DHL. As soon as your package has been sent, you will receive an automated e-mail with your package’s barcode information and a link to the track&trace site of PostNL or DHL.

Should you receive a statement that no package with your barcode has been found, then, most likely, your package is already underway. 
PostNL and DHL need to scan all of their packages, and this process may vary per country.

Order and Payment

Cancelling your order?

It is only possible to cancel your order by e-mail or telephone and within 24 hours after placing your order.

How can I return my order?

If we have accidentally sent you the wrong order, you can return it free of charge, of course. If you are unsatisfied with the product and return it undamaged in its packaging, you will be required to pay the return shipping costs. For more information about returns, click here.

How do I place an order?

We have made shopping in our online shop as convenient as possible. 

On our homepage, you can use the navigation bar to select a product from the webshop or you can directly click on one of the products from the assortment depicted on the page. 

The item groups will then automatically appear underneath the bar. You can then click on one of these groups to make your selection. 

All of the items of the selected group will then appear.  Here, you will also be able to select the weight you desire and the number of items. 

If you wish to order an item, click on the weight, the quantity and then on “Order”. The item will then automatically be placed in your shopping cart. 

If you wish to order more items you can choose to go back to one of the main groups to select another item group. 

Once you have completed your shopping you can click on your shopping cart and your order will be displayed. 
Here, you can always still change or delete any items in your shopping cart. As soon as your order is complete, click on “next step”. 

Next, fill in your address information and click on ‘next step”. You will now come to the payment page where you can select your method of payment.  For every order placed, an order confirmation e-mail will be sent to the e-mail address you have provided.

Is there a minimal order amount?
Yes, we maintain a minimal order amount of £ 15.00 (excl. shipping, handling and discounts).

General

How can I contact the customer service department?

Feel free to contact the customer service department at:

E-mail:          info@fondueonline.co.uk
Telephone: +31 - 341 - 427 502 
Fax:              +31 - 341 - 428 292

 

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