Shipping & Returns

Shipping

As soon as your order is on its way, you’ll receive a confirmation email from us. This email will include a Track & Trace link that you can use to track your order. Below, you’ll find answers to the most frequently asked questions about delivery and the status of your order. If your question isn’t listed here, please contact our Customer Service.

What is the delivery time?
As soon as your order is placed, we’ll do our best to ship your purchased items as quickly as possible. If you order before 11:59 p.m., your order will be delivered the next business day. Ordering over the weekend? Then you’ll need to be a little more patient, as your order will be delivered on Tuesday. The same delivery time applies in the Netherlands and Belgium. During promotional periods, delivery times may be longer than usual; please allow for possible delays.

How much are the shipping costs?
We’ll cover the shipping costs for you if your order total exceeds €50. So in many cases, you’ll enjoy free shipping at Cinderella. If your order total is less than €50, the shipping cost is €5.95.

Who delivers my order?
Our partner, DHL.

Returns
Is the item not quite what you expected? No problem. You can return your item within 30 days of receiving it. If you choose a store credit, you’ll receive a full refund in the form of a gift card, and we’ll cover the shipping costs. Would you rather have the purchase amount refunded to your bank account? That’s also possible! In that case, you’ll be responsible for the €4.95 return shipping fee. You’ll need to create a return label: click here for your return label.

How do I return (part of) my order?
For a full refund, it’s important that you return the product undamaged and in its original condition. Pack the product carefully and securely before shipping. If we receive the product damaged or incomplete, we may deduct an amount from the refund. If you’re returning an order and received a giveaway from us, the giveaway must also be returned.

Step 1: Packing
Place the items you wish to return in their original packaging, seal the box securely, and request your return label using the form above. Print the return label and affix it to the outside of your package. Don’t have a printer? Choose a return option that doesn’t require a printer, you’ll just need to show the code.

Step 2: Your Service Point
Drop off the package at a service point of your choice near you.

Step 3: Processing
As soon as the carrier has delivered the package to our warehouse, we’ll process your return within 10 business days.

Step 4: Refund
Once we’ve received and inspected your return, we’ll process the refund using the option you selected: back to your bank account or as store credit. After your return is approved, it takes about two business days for the refund to be processed. Did you choose store credit? Then you’ll receive an email from us with your personal discount code.We’ll keep you updated and send you a confirmation email as soon as your return has been received and processed.

Can I exchange an item?

Unfortunately, it’s not possible to exchange an item. Would you like a new item? In that case, you can place a new order in the online store and return the other item. We recommend choosing store credit in this case. That way, you won’t pay shipping costs for your return or for your new purchase. 

Having trouble? We’re happy to help!

If you’re unable to register your return, please contact us at info@cinderella.nl.