Shipping policy
Shipping Policy
Overview
Thank you for choosing HouseofLeiden.com! Our goal is to provide you with the best possible shopping experience, from the moment you place your order until it is delivered to your door.
To ensure a smooth and reassuring shopping experience, we have created the following shipping guidelines.
Delivery Times
HouseofLeiden.com works with a global network of suppliers, including a trusted supplier based in the US and China, and products are shipped directly from the relevant warehouse.
We aim to provide our customers with fast and reliable shipping. Our carefully selected logistics partners work to ensure that your order is delivered as quickly and safely as possible.
By working with international suppliers and direct shipping solutions, we are able to significantly reduce transportation, storage, packaging, and shipping costs, allowing us to offer our products at competitive and fair prices.
Estimated Delivery Time:
- Order processing time: 1–3 business days
- Shipping time: 8–14 business days
In almost all cases, orders are delivered within the estimated timeframe. However, should an unexpected delay occur during the shipping process, we will notify you accordingly.
Shipping Costs
We offer free shipping on all orders.
If you decide to return a product, you will be responsible for the return shipping costs. Please keep this in mind when ordering multiple products that you may wish to try but do not intend to keep.
Order Tracking
After placing an order with us, you will receive a personal tracking number by email.
You can use this tracking number to monitor the status of your shipment through our tracking partner, ParcelPanel, via the tracking link provided.
Please note that it may take approximately 2–3 days before the first tracking updates become visible. After this period, you will also be able to view the expected delivery date through the tracking page.
Delivery Issues
Although delivery issues are rare, errors may occasionally occur during the shipping process. We appreciate your understanding in such situations.
The following solutions apply in the event of delivery problems:
Damaged Product
We understand how disappointing it can be if your product arrives damaged during transit. In such cases, we will send you a replacement package at no additional cost.
Refunds are not available at this stage. However, if the replacement product also arrives damaged, we will refund the full purchase price.
Lost Package
If a package is lost or cannot be delivered, we will send a replacement package at no additional cost before proceeding with any refund or return process. Our priority is to ensure customer satisfaction and successfully deliver your order before processing a refund request.
Refusal of Delivery / Failed Delivery Attempts
In some cases, a customer may refuse to accept a package upon delivery, or delivery may fail after multiple attempts. In these situations, the package will be returned to the local postal service, where it will remain available for collection for 7 days.
If the package is not collected within this period, it will be returned to the supplier in the US or in Asia. In the event of a second failed delivery attempt, we reserve the right to deduct €15 from the refundable amount.
If you are not satisfied with your product, please refer to our Return Policy for further information.
Order Cancellation
Once an order has been placed, it is immediately processed for shipment by our automated systems. For this reason, it is not possible to cancel an order after it has been confirmed. However, if you are concerned about the product you receive, we offer a simple return process.
You have the right to return your order within 30 days after receiving the product and request a full refund, subject to the conditions outlined in our Return Policy.
Product Origin
At HouseofLeiden.com, we work with a global network of suppliers, many of whom are located in Asia, allowing us to provide high-quality products at competitive prices.
We understand that customers may have questions about the origin of our products. We want to assure you that we work according to strict international quality standards.
Every product is carefully inspected and tested before shipment.
We only work with reliable manufacturers who are committed to maintaining high standards of quality.
Our goal is to offer unique products that are not widely available elsewhere, while maintaining competitive pricing.
Your satisfaction and peace of mind are our highest priorities.
Questions About Your Order?
Before contacting us, we recommend checking our FAQ page, as you may find the answer to your question there.
If you cannot find the information you need, please do not hesitate to contact us.
Our customer service team is all business days available and aims to respond to all inquiries within 1-2 business days.