Customer service

Frequently asked questions

1. Payment
1.1 Which payment methods do you accept?

We accept iDeal, Paypal,Visa, Mastercard, Bancontact, Cartes Bancaires, American Express and Maestro.

1.2 If I select "Collection in Store", can I pay cash upon collection?

Unfortunately not. We can only accept payments for online orders via the webshop. 

2. Shipping & Deliveries
2.1 What are the shipping costs?

Shipping costs for the Netherlands are €6,95 per parcel.

If a parcel is heavier or larger than the guidelines set by the delivery company alow, the shipping costs will be adjusted automatically.

For example: if your order is too heavy for one parcel, it will automatically adjust to two parcels, thus your shipping costs will be 2x€6,95= €13,90.

For full shipping cost details across various countries, please see our Shipping & Returns page.

2.2 What countries do you ship to?

We ship all across Europe.

Want to check if we ship to your country? Please see our Shipping & Returns page for a full list of countries and pricing details.

Can’t see your country? Please send an email to [email protected], and our team will look into the possibilities.

2.3 Which delivery company do you use?

All of our parcels are shipped with DPD. There are no substitute delivery companies used.

2.4 Can I have my order delivered somewhere other than my home?

You can have your order delivered to any valid home or work address, or choose a DPD Pick Up Point.

Of course, if your order is a gift, you can fill in a different shipping address to the invoicing address you've filled in. 

2.5 What happens to my parcel if I'm not home?

If you are not home, your order will either be left with a neighbour, or will be forwarded to a DPD Pick Up Point close to your home, which is then selected by the DPD driver.

2.6 Can I also collect my order? And where can I collect it?

You can collect from one of our three stores – Amsterdam, The Hague or Wassenaar. Simply select "Collection in Store" when checking out. There is parking available in front, and near, all three shops, as well as easy public transport connections. 

If you would like more information on collecting your order in store, please call the relevant shop. You can find all addresses and phone numbers on our Shops page.  

2.7 I accidentally selected "Collection in Store" for my order, but would like to have it shipped. How do I fix this?

In this situation, please notify the webshop at [email protected], or call us at +31 6 15 54 07 71 and proceed with the following steps:

  1. Type in "DPD" in the search bar of our webshop.
  2. Add the shipping costs to your basket, as you would a regular product. 
  3. At checkout, select ‘Collection Store Wassenaar’ to avoid paying shipping costs twice.
  4. Please state the order number from your original order in the comments section as follows: SHIPPING COSTS FOR ORD012345.

If you need to pay shipping costs for delivery outside of the Netherlands, please email us at [email protected] and we'll organize a direct transfer.

3. My Order
3.1 I would like to order chilled and/or frozen products, but can't add them to my basket. How can I order them?

Unfortunately, there is no option for ordering chilled and/or frozen products online, even if it is for collection in store. The delivery company we use does not offer chilled/frozen transport options and we cannot guarantee next day delivery all the time, so items could spoil during transport. 

Any chilled and/or frozen items are available in store only. For current stock levels please get in touch with the relevant shop.

3.2 I forgot to add a product to my order, but have already checked out. Can I still add this product to my original order?

If you have forgotten to add a product to your order, but it has already gone through, please notify the webshop team immediately by calling +31 6 15 54 07 71. Do not email or WhatsApp, as your order could be shipped before your message is seen. 

How to add on the missing product:

  1. You can add the missing product to a new basket and place a new order.
  2. At checkout please select ‘Collection Store Wassenaar’ to avoid paying additional shipping costs.
  3. Please state the following in the comments section and add your original order number: COMBINE WITH ORD012345.

Please note if you do this without calling first, there is no guarantee your order will be caught in time. If it is not stopped before shipping and you would like additional items, secondary shipping costs will need to be paid.

Additionally, if you want to add several missing items, this can lead to additional shipping costs regardless, depending on the size/weight of your order.

3.3 My order has been delivered, but a product(s) is broken. How can we fix this?

We take all precautions to avoid any breakage during transport, however, products can still get broken sometimes. If you have received a broken/damaged product(s), please send an email with photos of the broken/damaged product(s) to [email protected] within 24 hours of receiving your parcel. 

If the damage is less than €10, we can offer a refund for the broken product(s), which will be in your account within 24 hours.

If your order is fully damaged and/or all products are broken, please send an email with photos of the broken/damaged products, and photos of the packaging (the original box and inner packing materials) to [email protected] within 24 hours of receiving your parcel. In this case, we can resend the products which were damaged/broken, or, if you prefer, we can refund you for those products.

We can not accept damage reports of a broken/damaged product(s) or order after 24 hours of your parcel being delivered.

Our stores

We'd love to welcome you in one of our stores! The stores cannot guarantee availability of any particular item shown on the website. Please contact store for actual stock.

Kellys Amsterdam

Ferdinand Bolstraat 139
1072LG Amsterdam

020 773 1277
Kellys The Hague

Zoutmanstraat 22A
2518GP Den Haag

070 346 9753
Kellys Wassenaar

Luifelbaan 50
2242KV Wassenaar

070 511 8729
Opening hours & Location Info