FAQ (Frequently Asked Questions)

Frequently asked questions

1. General Enquiries
1.1 How often does your stock get updated?

The webshop stock levels get updated on a daily basis, as does the stock in the stores. British & Irish items are delivered to our warehouse weekly, and to all our shops daily. Our American deliveries come in approx. every two months.

1.2 A product in the webshop is out of stock, when should I expect it back in?

British & Irish items are delivered to our warehouse weekly, and to our shops daily. This means that British & Irish items could be out of stock one day, and in-stock again the next day already. Our American deliveries are bi-monthly, meaning you may have to wait longer for a certain product to come back in stock.

If you have an account with us online, you can add the out-of-stock item to your ‘Wishlist’ and you will be notified as soon as it is available online again.

NOTE: webshop stocklevels may differ from shop stocklevels. If you would like to know if an item is in stock in the store of your choice, please contact them personally. 

1.3 Is the stock in the webshop the same as in the physical stores?

No, the webshop has their own stock and should be seen as a separate (fourth) store. While we aim to have similar stock in all shops, each store has its own stocklevels. If you are looking for a particular product, please contact the store of your choice before visiting in order to avoid disappointment. 

1.4 Where can I find the ingredients of a certain product?

By September 1st 2022 each product will show the ingredients, allergens and nutritional values in Dutch and English. You can find this information once you have clicked on the product and scroll through the pictures. 

PLEASE NOTE: the information provided on ingredients, allergens and nutritional values are subject to change. We do our best to keep the information updated, but for the most accurate information we ask you to check the packaging of the product itself.

1.5 I'm looking for a specific product and can't find it in your webshop. Can I make a request?

Certainly! Please send an email with the item you are looking for to [email protected]. Our team will then look into whether it is available for us to stock and let you know as soon as possible.

It is also possible to request in-store, where they will make a note of it and let you know as soon as possible.

1.6 Where can I find your brick-and-mortar shops?

Besides our webshop, we have 4 physical locations for customers to visit: Den Haag, Wassenaar, Amsterdam, and Utrecht. Please see our Shops page for more information and opening times. 

1.7 Can I contact the physical stores?

Yes, of course! You can contact all 4 physical stores by email or phone. Please see the Shops page for all our contact details. 

1.8 What are the opening times of your stores?

All 4 physical stores are open 7 days a week. Please see our Shops page for the exact opening times.

The webshop is, of course, open 24/7!

1.9 How do I apply for a job at Kelly's, and what positions do you have available?

With 4 physical stores, a webshop, and a warehouse, we have a variety of positions available at Kelly's. Any job openings will always be posted via Indeed, however, you can always email Kelly & Jason Kelly or our operations manager Laura personally at the following email addresses.

Send your CV and cover letter to:
[email protected]
[email protected]

Of course, you can also enquire about available vacancies in-store and hand-deliver your CV and cover letter.

1.10 Will you open more locations in the future?

Kelly's is continuously growing as a business and is always on the lookout for new opportunities. If you're interested in having a Kelly's near you, or know of a good location, please do let us know via [email protected]!

1.11 Are your products also available for wholesale?
Yes! We’ve got a separate wholesale business you can visit via www.kellyswholesale.com.You can register a business account there and we’ll be in touch after you have signed up to discuss the possibilities. If you have any further questions you can contact Kellys Wholesale directly via [email protected] or go to the Kellys Wholesale FAQ page.
2. My Order
2.1 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.

2.2 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 original 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.




2.3 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.

2.4 My order has been delivered but there's a product(s) missing. How can we fix this?

If you are missing an item from your order, we can offer to refund the missing item. If the missing item has a value of €10 or higher, we can resend it to you.

If you have received the incorrect product, we can also request this to be returned before reshipment of the correct item. In this situation, we will provide the return label and cover return costs.

Please note, it is your responsibility to contact the webshop/store within 24 hours of DPD delivery/collection from the store. After this time frame, any missing item cannot be refunded or resent.

You can contact us via [email protected] 

2.5 I would like to return my order, what process should I follow?

If you would like to return your order please email [email protected] with the reason why you want to return it. We only accept returns within a week of you receiving your order and after contact with our customer service team.

2.6 I have a different question about my order, how do I contact the webshop?

You can email: [email protected]
Send a WhatsApp: +31 6 15 54 07 71
Call us on: +31 6 15 54 07 71

We will endeavor to answer all questions or queries within 24 hours. Please note if you contact us via social media, your message may not be seen as soon.

3. Shipping & Deliveries
3.1 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.

3.2 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.

3.3 Which delivery company do you use?

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

3.4 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 DHL ServicePoint.

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

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

If you're not home your order will be left with a neighbour or get forwarded to a DHL ServicePoint close to your home, which is selected by the DHL driver.

3.6 I was home all day, but DHL did not deliver my parcel.

You will receive a Track & Trace code from DHL which will tell you when your parcel will be delivered. If they are unable to make it, DHL will send an email to reschedule the delivery. 

If, however, you were home all day and your parcel has not been delivered to your home, but to another address (such as your neighbours, or a parcel shop) when this wasn't agreed, please let us know via [email protected].

Please also let us know if you haven't gotten your parcel and also haven't received any type of notification from DHL that is has been rescheduled or has been delivered elsewhere. 

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

You can collect from one of our three stores – Amsterdam, The Hague, Utrecht or Wassenaar. Simply select "Collection in Store" when checking out. There is parking available in front or near all four 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.  

3.8 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 "Shipping" in the search bar of our webshop.
2. Add the shipping costs applicable to your country of delivery 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, Belgium or Germany, please email us at [email protected] and we'll organize a direct transfer.

4. Payment
4.1 Which payment methods do you accept?

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

4.2 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. 

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.

Amsterdam

Ferdinand Bolstraat 139
1072LG Amsterdam

020 773 1277
The Hague

Zoutmanstraat 22A
2518GP Den Haag

070 346 9753
Wassenaar

Luifelbaan 40-42
2242KV Wassenaar

070 511 8729
Opening hours & Location Info