enjoy free shipping on orders above €50 in NL, Belgium and Germany

FAQ

FREQUENTLY ASKED QUESTIONS

How do I make a purchase?

Purchasing from COTTONCAKE is easy:

  1. Find an item you love in our webshop.
  2. Once you have found an item, select your fragrance or size and use the ‘ADD TO BAG’ button.
  3. Review the items in your shopping bag by selecting the ‘SHOPPING BAG’ link at the top right of the page. You can add products to your Wish List or use the ‘REMOVE FROM BASKET’ link to delete items from your shopping bag.
  4. Click on ‘PROCEED TO PURCHASE’ to complete your order.

DO I NEED AN ACCOUNT TO PLACE AN ORDER?

You don’t need an account to complete a purchase. However, if you register with us and you will be able to enjoy the following benefits through your COTTONCAKE account:

    • Collect your favourite items in your Wish List
    • Save your address and card details for faster shopping
    • Manage your account details, order history and see order status.

HOW MUCH DO I HAVE TO PAY FOR DELIVERY?

Enjoy free shipping on orders above €50 in The Netherlands, Belgium and Germany

For the other regions, please find shipping costs below. 

Region Shipping cost
Belgium, Germany, Netherlands € 4,95
Austria, Czech Republic, Denmark, France, Italy, Lithuania, Luxembourg, Poland, United Kingdom € 9,95
Portugal, Spain, Sweden € 19,95
Bulgaria, Croatia, Czech Republic, Estonia, Finland, Greece, Hungary, Ireland, Lithuania, Romania, Slovakia, Slovenia € 24,95

The right shipping method and price will automatically be calculated for you when you place your webshop order.

WHAT PAYMENT METHODS DOES COTTONCAKE ACCEPT?

For the online orders we accept:

  • Visa and MasterCard
  • IDEAL
  • Bank Contact (BE)
  • PayPal

When selecting PayPal at checkout, you will be directed to the PayPal site to ‘Log In’ and review the amount shown before clicking ‘Pay Now’. Once this transaction is complete, you will return to COTTONCAKE. Payment is only debited from your card at time of dispatch.

At COTTONCAKE, your personal online security is important to us. We use the latest technology to store and safely transmit your personal and credit card information through our systems. All orders are processed through a secure checkout system.

HOW DO I RETURN OR EXCHANGE?

If you are not satisfied with your purchase, you have 14 days to return your order. Returned items must be unused, unopened and in original condition. Free gifts or promotional items are non refundable.

Please find the return form with your order. In case you’ve lost it, you can download it here. Only returns with a return form attached to it can be processed.
To return an online purchase please send your parcel to:

WSSN
t.a.v. COTTONCAKE
Schoterhoek 2
2441LD Nieuwveen.

We recommend you send your return using a trackable method! Until we receive your return to our shop, the items and their condition are your responsibility.

Note: it is NOT possible to return your online purchase to our Amsterdam based concept store. There’s so many things happening there since it is a store but also a busy cafe that we don’t want to make the place even more messy 🙂

WILL I RECEIVE A FULL REFUND?

Please find the return form with your order. In case you’ve lost it, you can download it here. Only returns with a return form attached to it can be processed. If the product has arrived safely, we will do the refund. We advice you to send a trackable package. It’s your responsibility until it reaches us. We can’t be held responsible for any delays, missing items or damage.

Refunds will be processed within 7 to 10 business days after we receive your return. If your return does not meet the conditions listed, the package will be sent back to you. When your return has been accepted, your refund will be issued. Original shipping charges are non refundable.

WILL I GET MY SHIPPING COSTS BACK IF I RETURN SOMETHING?

Only the shipping costs and costs made for return shipment of faulty/damaged items are refundable. The shipping costs and the costs made for the return shipment for other reasons are not refundable.

Upon arrival, please carefully check your items. In the unusual case you would receive a faulty/damaged item, we would like to ask you to take pictures of the packaging and the damage and send us an email within 3 days to info@cottoncake.nl. We will contact you asap after reading your email to find the best solution.

WHY DO YOU ONLY SHIP TO EUROPE?

Due to transport restrictions, we are unable to ship pressurized or flammable items by air. Therefore, orders containing fragrance must be delivered by boat. You can contact us via info@cottoncake.nl for more information about costs/possibilities to ship outside of Europe.

HOW MUCH WILL I HAVE TO PAY IN TAX AND DUTIES?

By default, product prices are DUTCH VAT inclusive until you proceed to purchase your order. Taxes and duties are then calculated according to your shipping destination and itemised at the bottom of the Order Summary page.

HOW MUCH TIME WILL IT TAKE BEFORE I RECEIVE MY ORDER?

We understand that your time is precious, so we do our utmost to get your products delivered to you as soon as possible.

Orders placed before 10pm, will be handed to the shipping company the next day. Because of this – you can expect your order within 1-3 workdays in Europe. The exact day of arrival of your order depends on the postal service. We are never responsible for any dealays caused by destination customs clearance processes. Once your order has been shipped, you will receive an email with an order confirmation and shipping details. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting ‘My Account’ followed by ‘Order Status’. If we have to wait for stock and therefore need a lot more time to ship your order, we will contact you.