Frequently asked questions
Ordering and delivery
When will my order be shipped?
Do you order and pay on a working day before 17:00? Then we will ship your order the same day. This applies to products that are directly available from stock and for which no different delivery time is stated.
Orders placed from Friday 17:00 or during the weekend will be shipped on Monday.
When can I expect my order?
Orders within the Netherlands are usually delivered on the next working day after shipment. Orders to Belgium are also often delivered on the next working day. Please keep in mind that the actual delivery time depends on the carrier. Due to busy periods or delays, your package may sometimes take longer to arrive.
For other countries, the delivery time varies by destination. More information can be found on our Ordering and shipping page.
What are the shipping costs?
The shipping costs depend on the country, the value of your order and the available shipping method.
Netherlands:
Letterbox parcel: € 4,95, when this shipping method is available for your order.
Order value € 0,- to € 10,-: € 7,95
Order value € 10,- to € 40,-: € 6,95
Order value € 40,- to € 65,-: € 5,95
Free shipping on orders above € 65,-
Belgium:
Order value € 0,- to € 10,-: € 9,95
Order value € 10,- to € 25,-: € 8,95
Order value € 25,- to € 50,-: € 7,95
Order value € 50,- to € 85,-: € 6,95
Free shipping on orders above € 85,-
During checkout, you will see which shipping costs apply to your order. For other countries, you can find the rates on our Ordering and shipping page.
Can I track my order?
Yes. When your order has been processed for shipment, you will receive a Track & Trace code by email which you can use to track your package.
It may happen that you have already received the Track & Trace code while the carrier has not yet scanned the package. The information will be updated as soon as your package has been processed by the carrier.
What happens if I am not at home?
Are you not at home when your package is delivered? Depending on the delivery options, the carrier may deliver the package to your neighbours or take it to a collection point. Check your Track & Trace or the carrier's app to see where your package has been delivered.
Is your package taken to a collection point? Then collect it within the indicated collection period. If your package is not collected on time and is therefore returned to us, we can send it to you again. The costs for this new shipment are then at your own expense.
Does your package return to us for another reason? Please contact us. We will look into what happened and how we can resolve it.
Stock
Are all products in stock?
Products shown in our webshop as directly available are normally in stock. Due to, for example, a stock discrepancy, it may occasionally happen that a product is still not available.
If this happens, we will contact you. We will let you know when we expect the product and discuss with you whether you would like to wait for it or prefer another solution.
Payment
How can I pay?
Depending on your order and country, you can pay with, among others, iDEAL, Visa, Mastercard, Bancontact, PayPal and Klarna or by transferring the amount yourself to our bank account.
During checkout, you will automatically see which payment methods are available for your order.
Can I pay for my order later?
Yes. When Klarna is available for your order, you can choose Klarna – Buy now, pay later during checkout.
Klarna handles the payment and informs you about the amount to be paid and the payment term. Klarna determines during checkout whether paying later is available for your order. Therefore, always follow the payment instructions that you receive directly from Klarna.
When will my order be shipped if I choose bank transfer?
Do you choose bank transfer? Then we will ship your order as soon as we have received your payment. Always include your order number with the transfer, so that we can link the payment to the correct order.
Returns and withdrawal
Can I return my order?
For an online order as a consumer, you generally have 14 days after receipt to indicate that you wish to withdraw from the purchase. After you have indicated that you are exercising your right of withdrawal, you have another 14 days to return the products.
You may inspect and assess a product in order to determine its nature, characteristics and functioning, just as you could in a shop. Have you used or handled the product more than necessary for this purpose? Then there may be a reduction in value. This may affect the amount you receive back.
Can I return a sealed product?
For certain sealed products, a statutory exception to the right of withdrawal may apply. This may be the case when a product is not suitable for return for reasons of health protection or hygiene and the seal has been broken after delivery.
The mere fact that a product is cosmetics, face paint or make-up therefore does not automatically mean that it cannot be returned. Whether this exception applies depends on the product and the seal.
How do I indicate that I wish to withdraw from my purchase?
Would you like to exercise your right of withdrawal as a consumer? Then you can indicate this within the cooling-off period via our online withdrawal function: Download Return Form.
You are not required to use this online function. You may also let us know in another clear way that you wish to withdraw from the purchase, for example via info@schminkengrime.nl. Preferably include your order number and which products you would like to return. You do not have to give a reason for your return.
We can send you a return form that you can include with your return shipment. Using our return form is not mandatory, but it helps us process your return more quickly.
Who pays the cost of returning the products?
For a standard withdrawal, the direct costs of returning the products are at your own expense. For products that cannot be returned in the usual way by parcel post, it must be clear in advance what return costs apply.
Have you received a damaged, defective or incorrectly delivered product? Then different rules apply. In that case, please contact us first.
When will I get my money back?
When you withdraw from the entire order, we will refund the purchase amount and the original costs of our standard delivery. Have you chosen a more expensive shipping method than our standard delivery? Then we do not have to refund the additional costs of that more expensive shipping method.
We will refund you no later than 14 days after you have indicated that you wish to withdraw from the purchase. We may wait with the refund until we have received the products or until you provide proof that you have sent them back, depending on which occurs first.
Are you returning only part of your order? Then the original delivery costs do not have to be refunded.
The direct costs that you incur yourself to return the products to us in the case of a standard withdrawal are not refunded.
What should I do if my order is damaged, defective or incorrectly delivered?
Have you received a damaged or defective product, is something missing or have we delivered the wrong product? Then this is not a standard return because you have changed your mind.
In that case, contact us via info@schminkengrime.nl. If possible, include a few clear photos so that we can see what is going on and provide a suitable solution.
For a defective or incorrectly delivered product, we will not charge you the necessary costs for returning it. Therefore, do not return the product on your own initiative, but contact us first so that we can indicate how we will resolve it.
Products and colours
Do the colours in the product photos exactly match the actual colours?
We try to display the colours of our products as accurately as possible. However, a colour on your screen may differ slightly from the actual colour. This may be caused by, among other things, the settings and colour display of your screen or the way the product photo was taken.
Are you unsure about a colour or product? Feel free to contact us via info@schminkengrime.nl. We are happy to help you make a choice.
Complaints and questions
What can I do if I have a complaint?
Has something gone wrong or are you not satisfied? Then contact us via info@schminkengrime.nl and tell us what is going on. We will look into it with you and search for a suitable solution.
Business orders
Can companies also order from SchminkenGrime.nl?
Yes. Companies, schools, theatres, training organisations, event organisers and other professional customers can simply order via our webshop.
The statutory right of withdrawal for consumers does not automatically apply to business purchases.
Would you like to order larger quantities or do you have a special business request? Then contact us via info@schminkengrime.nl or call us on 073-8888135. We will then look at what is possible.
Sponsorship
Can SchminkenGrime.nl sponsor our event or initiative?
We regularly receive sponsorship requests and unfortunately cannot support every request. Each year, we select a number of events, initiatives or causes that we support.
Do you have an event or initiative that you think is a good fit for SchminkenGrime.nl? You may send us a clear request with information about the event, the target audience and what exactly you are asking from us. We will then assess whether it fits within our possibilities and planning.