Hopefully, you'll find the answer you need from one of the questions below, but if you need a little help or just want to stop by and say hello, please feel free to contact us!
SHIPPING AND IMPORT
How long will it take for my order to arrive?
DUE TO COVID-19 THE SHIPPING DURATION MAY BE SIGNIFICANTLY LONGER IN SOME CASES.
It takes typically 1-3 business days for an order to ship. We ship from the Netherlands, so shipping duration from the moment the order is sent varies per region. If you need further assistance, please email us at firstname.lastname@example.org.
Benelux: 1 working day
Europe, Inside European Union: 2-3 working days
Europe, Outside European Union: 3-8 working days
United Kingdom: 3 working days
Africa: 11 working days
Asia: 12 working days
Australia: 12 working days
Canada: 13 working days
Singapore: 15 working days
Latin America: 17 working days
United States: 6-21 working days
Note that, even though we hand over your order within 1-3 business days, shipments are only processed by the Dutch post office during week days. As a result, orders placed late on a Friday (GMT+1) or in the weekend might take a bit longer to process.
What determines the shipping costs?
New Antheia is based in The Netherlands, Europe. Apart from shipping costs, there are import and custom fees that vary per country or region. We try to offer reliable and secure shipping while keeping the price as low as possible.
Where is my order?
Check your track and trace code
As soon as your order has been fulfilled, you'll receive a shipping confirmation email. You will then be able to track your order through the tracking link in the email. We supply every order above $75 with a track and trace code (with the exception of Australia, New Zealand and the UAE). The track and trace code shows you exactly where your order is.
*Please note, tracking can take around 24-48 hours to update after dispatch
Check your local post office
Sometimes if there is nobody home to accept the package, it is sent to your local post office. You need to pick up your order from the post office within a set amount of time, otherwise it is sent back to us.
Check with your neighbors
Sometimes if there is nobody to accept a package, your neighbor might accept it for you.
Do you ship to my country?
Yes, we offer worldwide shipping. If you are having trouble ordering to your country, please email us at email@example.com.
RETURNS & REFUND
What is your return policy?
You can return your products within 14 days of receiving them. You will receive a refund of your products after we have received it.
We currently only offer FREE returns in the Netherlands. If you’re outside of the Netherlands you will be responsible for the cost of your return.
We reserve the right to refuse returns that are shipped after the 14-day grace period has expired or for items that are not returned to us in their original condition.
Received a faulty item?
We are sorry that you received a faulty item!
Pleaseprovide photo evidence of the fault to firstname.lastname@example.org and we will work quickly to get this resolved for you.
Please do not return any damaged goods unless advised by a member of our support team, it may result in a slower resolution time.
This has to be done within 7-days of receiving the products.
Have you receiver my return yet?
Depending on the service you've chosen to use to return your item(s), it can usually take up to 21 workingdays (excluding weekends & public holidays) to be delivered and processed by our returns team.
We'll be in touch by email once the return has been processed to confirm your refund.
What are you offering?
We offer 100% bio plastic planters, vases, car accessories and home decor.
PAYMENT AND BILLING
What payment options do you offer?
We currently support:
Why isn't my payment going through?
In case you are trying to pay with credit card, your bank or our payment system might decline the transaction. This is because sometimes foreign transactions trigger security measures from your bank or our payment system. If this happens, please reach out to us so we can solve the problem.
Is it possible to receive an invoice for business?
Yes, we can supply you with a custom invoice which includes corporate information. Place your order normally and reach out to us at email@example.com so we can send you the alternate invoice.
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