Shipping policy
Delivery time
In principle, we will deliver your order to DHL within 48 hours, provided it is in stock. Once we have delivered the order, you will receive an email containing a Track & Trace* link. This allows you to track your order.
Shipping costs
In the Netherlands – free for orders over €40
Shipping costs within the Netherlands are €3.95.
To Belgium – free for orders over €75
Shipping costs to Belgium are €14.95.
Luxembourg, France, Denmark
Shipping costs to these three countries are €19.95.
Within the rest of the EU, shipping costs are €24.95.
Worldwide shipping costs are available on request. If you live in a country outside the EU, please send an email to service@koelstra.com  with the products you wish to receive and your address. We will then let you know the shipping costs as soon as possible.
*Gift vouchers or discount vouchers cannot be exchanged for shipping costs.
What if the package is delivered damaged?
If a package is delivered to you damaged, please ask the delivery person to make a note of this. We also ask you to report the complaint to us via service@koelstra.com.
What if the package has not been received?
First, always check the track & trace code you received via email. Sometimes the package has been delivered to your neighbors or left at a pickup point. If the package has been delivered according to the track & trace, but you have not received it, please report this to us by email within 5 working days of the stated delivery date: service@koelstra.com
If we do not receive notification within this period, we will unfortunately be unable to investigate with the carrier and cannot take responsibility for the lost package.
General
Koelstra uses the carrier's delivery date as the date of receipt.