Frequently asked questions

What is the delivery time of my order?

We will do our very best to deliver your order as soon as possible. Sometimes the delivery might take a bit longer, because an order is not yet complete. You will find the expected delivery time on the order confirmation that you will receive by email with your order. Would you like to receive your order sooner, later at a particular date or is your order urgent? Please let us now in the comments section when you finalise your order or send us an email at info@dutz.nl.
When we might expect a longer than usual delivery time, we will notify you via email.

Can i come and collect my order from your warehouse in Kampen (Netherlands)?

You certainly can! Just let us know when you would like to come and collect it and we will make sure that it is ready for collection. Our warehouse is open on workdays for collection from 8:30AM -4PM)
Address:
DutZ Collection
Eckertstraat 33
8263 CB Kampen
The Netherlands

What are the shipping costs?

For orders within Denmark and Austria we calculate the following shipping costs:
1st order value minimum: €1000
Repeat orders from: €250
Free shipping on orders over €1200. Below this shipping costs are: €70
Free shipping on backorders over €250

For orders within the UK we calculate the following shipping costs (except postal code zones GY, HS, IM, JE, ZE):
1st order value minimum: €1000
Repeat orders from: €1000
Free shipping on orders over €1850. Below this shipping costs are: €120
We ship no backorders to the UK

For orders to other countries please ask for a quotation at info@dutz.nl

Is a particular item in stock?

This information you can find next to the item information in our webshop.

What should I do in case of damage, defect or wrong delivery?

We take every possible precaution, but despite that it can happen that items are damaged during transport or during the delivery.
If you receive a damaged item, please do contact us as soon as possible on: info@dutz.nl. Please send us a photo that clearly shows the damage so we can assist you as best as possible.
It may also happen that you receive an incorrect item. Of course we do everything to avoid this. However, in case this happens also please contact us immediately and let us know which items you received and which you have requested.
In case the pallet or the parcel arrives with damages please indicate this on the delivery receipt of the shipping company. This is important! On reception you will be asked to sign for the correct delivery by the shipping company. In case the delivery is damaged and you have signed for an undamaged receipt we are not able to make a claim with the shipping company and are not able to refund you!

What is my order status?

Have you found an article you like in the DutZ Collection webshop? Just put it in your basket online. When you have found everything you want, fill in your details and go through the steps of the order process. Click on “finalise”. You will receive a confirmation email with the details of your order. In this confirmation you can find all relevant information such as the expected delivery time and more.
In case that an ordered article is not currently in stick and is unavailable in the webshop, we will follow this up for you. As soon as we know when the item is expected we will back order this for you or alternatively we will wait until your order is fully complete in the warehouse. The following steps will depend upon the expected delivery time and of course will be discussed with you.
Do you have any other queries about the status of your order? Do not hesitate to get in touch with us via email: info@dutz.nl or call us on + 31 (0)38-3333105 (every workday 8:30AM – 5pm)

Can I change my order?

Do you want to change your order? Did you accidentally order the wrong colour or the incorrect size? Or maybe you would like to order additional quantities or delete some items? No problem. As long as an order has not yet been packed in our warehouse, we are flexible and can make changes to your order.
Just send us an email to info@dutz.nl and mention your client number or call us on + 31 (0)38-3333105 (every workday 8:30AM – 5pm)

Are there any costs for shipping backorders?

No, we will not charge costs for sending you a backorder. However, we will not ship backorders that are below an order value of €250.

Can I come and visit your showroom and straight away pick up my ordered items?

We would love to welcome you in person to our showroom. Come and visit and view the current collection in our showroom and you’ll be treated to coffee or tea. To assist you in the best possible way we would appreciate it if you contact us before your visit. This way we can book in your visit and make sure someone is available to assist you. And, if available, your items can be collected straight away from our warehouse next door.
Not yet signed up as our customer? Please do get in touch with the representative or sales agent for your region.

I’ve ordered an item that is not available at the moment. What will happen?

It is possible that an item is sold out temporarily, but will be back in our warehouse soon. In that case we might ship your item with a next order or if your total backorder is more than €250, we will ship the item for free as soon as it is back in stock. It could also be possible that an item is no longer part of our collection. In that case we will have to remove it from your order and are not able to ship this at a later date. Of course, we will discuss this with you and can help you try to find alternative options.

How can I pay for my order?

The payment details are quoted at the bottom of your invoice.
Are you a new customer and are you placing your first orders? We will request you pay upfront your first two orders
As soon as you have placed your order we will send you our proforma invoice. Once this has been paid your order will be picked and shipped. If any items are not available you will be contacted to discuss your options.
From a third order onwards, we will proceed with a 15 day payment period. If applicable we will require you to sign a direct debit form.
Your sales representative or sales agent will discuss all details with you.
Our banking details are:
IBAN: NL42INGB0677738943
BIC: INGBNL2A

I would like to view a previous invoice. Is that possible?

You can for sure. You can find all your previous invoices in your account details in the webshop?

How do I clean glassware from the DutZ Collection

Obviously, you want to enjoy your precious mouthblown vase from DutZ as long as possible. The best way is to clean the item with lukewarm water with a dash of dishwashing liquid. Please do not clean the glassware in a dishwasher!