FAQ

We can reserve your item for you in your shopping cart for 15 minutes. After this, your products will be automatically removed. We hope for your understanding.

If your payment is completed and you have received a confirmation email, then your order has been received. Have you paid, but not received an email? Then check your spam folder. Can't find anything there either? Please use our contact form, then we will be happy to help you.

It is possible that the confirmation ended up in your spam or junk mail folder, so check that first. If you did not find anything there either and are you sure that you entered the correct email address? Please use our contact form We will then immediately look into it for you.

Once you have placed an order, we will start working on it immediately. As a result, it is unfortunately usually not possible to cancel, change or supplement an order. Did you make a mistake or do you want to change something? Please use our contact form then we will see together what is still possible.

You shop with us completely safely. Our webshop runs on a secure connection (https), which means your data is well protected. Payments are made via reliable payment partners, such as iDEAL. In addition, Terre des Hommes is a recognized foundation with a transparent policy, so you can trust that your purchase is well arranged and contributes to a good cause.

We attach great importance to offering only good quality products in our webshop. Although used products may show minor damage, our volunteers will clearly indicate the condition of the product per item. Therefore, pay close attention to the product description and the photos. We do not want to disappoint you, but if you are not satisfied, we would like to hear from you.

Placing an order is very easy. You choose the product you want and click on 'Add to cart'. Then you go to your shopping cart and choose 'Checkout'. Here you fill in your details, choose a shipping method and complete the payment securely via iDEAL or another payment option. Once everything is successful, you will automatically receive a confirmation by e-mail.

Once you have placed an order, you will receive a confirmation email from us. In that email you will also find a link to track your order. Has your package been shipped? Then you will receive a separate email with a track & trace code, so that you can see exactly where your order is. Have you created an account on our webshop? Then you can also log in to find your order status under 'My orders'.

Each product page states whether an item is in stock. Because we work with unique second-hand products, each item is usually only available once. If something is in stock, you can order it immediately. If it says that the product is out of stock, it is unfortunately no longer available.

If you have chosen to collect in store, the collection location is clearly stated in your order confirmation. You will see which Terre des Hommes store you can collect your order from, including the address. It would be nice if you give us a few days before you come to collect your order (preferably after 3 days from the moment of ordering). We will then ensure that your product is ready when you come by. Are you not quite sure or have you not received the confirmation? Then please use our contact form.

Our new, recycled products are in some cases more expensive than in our stores due to the careful selection, high quality and sustainable sourcing. We work with specially selected suppliers and invest in the quality of the products, which entails additional costs. In many cases, the recycled products are handmade, which requires craftsmanship and time. We stand behind our choices and offer a good quality and price ratio. Selling these products contributes to a circular economy and offers a unique, sustainable choice for our customers.

If you have indicated that you will collect the products in one of our stores, we would appreciate it if you do this within a maximum of 10 days. Since we receive many donated items that we have to store in our limited warehouse space, we unfortunately cannot keep your purchased items for you for longer than 10 days. We hope for your understanding.

Unfortunately, the product cannot be shipped abroad due to additional costs and legislation that the foundation must comply with. Although the customer is responsible for shipping costs, international deliveries entail additional administrative burdens, import duties and customs fees, which increases the total cost. In addition, local laws and regulations and limited distribution agreements may create barriers to sales outside the Netherlands. As a result, we are unfortunately unable to offer international deliveries.

Our (online) stores are run entirely by passionate volunteers, who carefully pack your order and prepare it for shipping. We strive to ship your package within 3 to 5 business days. If this is not possible for any reason, you will of course receive a message from us.

Our volunteers work hard every day to contribute as much as possible to the mission of Terre des Hommes. In order to maximize this contribution, we kindly ask you to pay the shipping costs yourself. In addition, we offer the possibility to pick up your order in one of our stores, so that you can save on shipping costs.

Do you have another question or are you stuck somewhere? Please use our contact form. We are happy to help you further!

If you have an account, you can change your address details under 'My account' after logging in. Has your order already been placed and do you want to change the address? Then please use our contact form. If your package has not yet been shipped, we will try to adjust it for you.

You can easily create an account by clicking on 'Login' at the top right of our website and then choosing 'Create account'. Fill in your details and choose a password. With an account you can easily manage your orders and details.

Once we have received and checked your return, we will refund the amount as soon as possible. This usually happens within 5 working days, but no later than 14 days after receiving your return. You will receive the amount back via the same payment method you used to pay. Please note: returns will only be refunded via our payment platform Mollie (so not directly through our stores).

Do you want to return a product? We hope that you are satisfied and that you have made a conscious purchase. But if you are not satisfied, you can of course return your product. No problem. On our return page webshop.terredeshommes.nl/retour you will find all the information and steps to properly arrange your return. There you can read how to return the article and what you should pay attention to. Are you having trouble or do you have questions about your return? Then please use our return form. Note: you can only return your products to the store where you bought the product. The costs for returning your order are at your own expense.

If you really want to return it, you can of course do so, but only to the store where you bought the product. It is important that you return your item in the condition in which you bought it. In order to ensure that you are reimbursed, we would like to see your invoice. So don't forget to bring your invoice. You will be refunded via our payment platform Mollie.