Frequently Asked Questions

Order and delivery

 

When can I expect my order?

A large number of items are shipped directly from our central warehouse in the Netherlands and will be delivered within 1 to 2 working days.
Other items have a delivery time of 2 to a maximum of 8 working days, unless otherwise stated. Sometimes our products are shipped directly to you from the supplier. This allows us to offer the products at a lower price than the competition. In practice, these items are often delivered within a week. 

 

The expected delivery time has passed, where is my order?!

In 99% of cases, orders are delivered within the expected delivery time. Unfortunately, it can sometimes happen that an order is delayed in the delivery process or gets lost. You can check the status of your order via the Track & Trace that was sent by email.

Have you not received anything 3 days after the expected delivery time? Please contact us (info@nancyhomestore.nl).

 

I am missing some products from my order, how is that possible?

Because we work with different suppliers, it is possible that products are shipped separately from each other. If items are missing from your order, you will usually receive them after 1-2 days.

We apologize for the inconvenience.

 

What are the shipping costs?

The shipping costs for all orders under € 150.00 (including VAT) are only € 6.95. (for Belgium € 8.95)
For all orders from € 150.00, we cover the shipping costs ourselves.

 

Are the prices on the website including VAT?

Yes, all prices mentioned include VAT.

 

Exchanges and returns

 

I am not satisfied with my order, can I return it?

Yes, please check the conditions under "exchanges and returns". https://www.nancyhomestore.nl/pages/ruilen-en-retourneren

 

I want to return an item, what should I do?

If you are not satisfied with your order, you can return it within 14 days of receipt. For more information, see https://www.nancyhomestore.nl/pages/ruilen-en-retourneren .

 

Track & Trace

 

Where can I find my Track & Trace code?

As soon as the order has been prepared, you will receive a Track & Trace code via email.

The Track & Trace code shows no information, how is this possible?

From the moment your package has arrived at the postal company, the Track & Trace information becomes available. Keep in mind that there may be some delay.

 

 

Complaints

 

 

How do I report a complaint?

 

If you have placed an order with us and, despite our precautions, still have a complaint or a defect that you would like to report to us, you can easily do so by sending an email to: info@nancyhomestore.nl. You can report complaints on any subject, whether it concerns our products or our services, every complaint is welcome. You will receive a substantive response from us no later than 2 working days after receipt of your complaint.