Any questions? Call us on +31 186 643 646

 

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Any questions? Call us on +31 186 643 646

Frequently Asked Questions

Contact
  • How can I contact Duifhuizen?
    If you have any questions or comments about our company then please feel free to contact us by sending an email to customerservice@duifhuizen.com. You can also call us on +31 186 643 646 or use the chat box on our website during the following hours:

    • Monday to Friday: 8:00 - 22:00 CET
    • Saturday: 9:00 - 13:00 CET
  • How can I subscribe to / unsubscribe from the Duifhuizen newsletter?
    You can subscribe to our newsletter by filling in your email address at the far bottom right of this page. If you want to unsubscribe, you can simply follow the link provided for this purpose at the bottom of the newsletter itself. Of course you can also contact us by sending an email to customerservice@duifhuizen.com.
  • What can I do if I have a question or a complaint?
    If you have a question or a complaint about an item or our company, you can contact us by sending an email to customerservice@duifhuizen.com. You can also chat to us on the website or call us on +31 186 643 646 during the following hours:

    • Monday to Friday: 08:00 - 22:00 CET
    • Saturday: 9:00 - 13:00 uur
Orders
  • How do I place an order?
    Step 1: Place your item in your shopping bag by clicking the button Add to shopping bag on the product page.
    Step 2: Check if you have placed the right item in your shopping bag. You can also fill in your discount code at this point if you have one. Click on Proceed to checkout.
    Step 3: Choose to either pay right away with fast checkout or to create an account. If you create an account, you can review your order, create wish lists, add delivery addresses, publish reviews and place another order more quickly.
    Step 4: Choose a billing address. Click Continue.
    Step 5: Select where you want to send your order to: your billing address or a different one. Click Continue.
    Step 6: Choose a payment method. Click Continue.
    Step 7: Complete your order by confirming and paying for it.
    After we have received your payment, it will take one to two working days for your order to be sent. You will receive a confirmation as soon as your order has been sent.
  • How can I change or cancel an order?
    If you'd like to change or cancel an order that you've placed previously, we kindly ask you to contact us. Please always include your name and order number in the correspondence, so we can help you as quickly as possible.
Delivery
  • When will my order be delivered?
    Our international orders are usually delivered within five working days for most countries around the world. In rare cases, it takes a bit longer. The maximum is usually two weeks – if it takes longer for your order to arrive, you can contact our customer service. For detailed information about the estimated delivery time for your country, please visit our Shipping & Delivery page.
  • What are the shipping costs?
    • Shipping costs for orders delivered to countries in Europe: please see our list of countries
    • Shipping costs for orders delivered to countries outside of Europe: € 24.95
    • Shipping costs for orders delivered to Belgium: free
    • Shipping costs for orders delivered to The Netherlands: free
  • Can I track the delivery of my order?
    Yes, you can follow your order with the Track & Trace code which we'll send to your email address. You'll receive this code as soon as we have transferred your order to the postal services.
  • Can I have my order delivered to a different address?
    This is no problem at all. When you register, you can fill in the address where you want to have your order delivered under ‘shipping address’.
  • Which countries does Duifhuizen ship to?
    We ship to all countries and places which can be reached by standard mail services. You can find the costs for this and other information on our shipping & delivery page.
Payment
  • Which payment methods do you offer?
    At Duifhuizen, you can pay both by using a credit card or PayPal. You can read more about this on our payment methods page.
  • When will I be refunded for a returned product?
    We aim to refund your money within five working days. The time it takes for the international bank transfer to be processed depends on your bank and country of residence. If you haven’t received a refund within seven working days, please contact us.
Returns
  • How can I exchange or return an order?
    Included in your order is a return form, which will tell you what address to send the item to. You can indicate the reason for return on this form. You can also include any additional comments you may have.
    Please note: the shipping costs of returns are to be paid by the customer, unless the item arrives in a faulty condition or falls under the official warranty, as assessed by Duifhuizen.
  • My item is damaged or broken, what should I do?
    If your product is damaged or has been broken during use, you can count on us to help you out. Both the statutory one-year warranty and supplier warranty apply to all of our products. Please contact our customer service and we'll do our best to offer you an appropriate solution.
Other questions
  • How can I best care for my item?
    Of course you'd like to care for and protect your new item as well as possible, so you can enjoy it for as long as possible. Duifhuizen stocks various nylon & leather care products which can help you keep your new purchase looking great. If you're not sure which product to use, feel free to contact our customer service for advice.
  • How do the luggage locks differ from each other?
    Duifhuizen sells four types of luggage locks, which are: TSA locks, code locks, key locks and combined locks.

    TSA lock: a TSA lock is recommended when you travel to the United States. This lock will ensure US Customs can open your suitcase with a master key without damaging it. They can then close your suitcase again so your luggage is safely stored once more. US Customs performs this check out of safety reasons.

    Combination lock: sometimes also referred to as a code lock. When using a combination lock you can set the unique code yourself, which means you’re the only one who can open the suitcase. All you have to do is remember this code well.

    Key lock: as the name suggests, a key lock can be opened with a key. You open the lock by means of a small key which comes with the lock.

    Combined lock: some locks combine two or more lock types, for example a TSA lock + combination lock or a combination lock + key lock.
  • Do all prices include VAT?
    Yes, all prices shown on our website include VAT.
General terms & conditions
  • Are there any risks associated with entering my personal information or my credit card number during the order process?
    There are no risks involved in filling out your details on our site. We work within a secure connection which ensures your information won’t be visible to others. Your information is used for shipping your order and won’t be transferred to any third parties.
  • 30-day return period
  • Safe payment methods
  • Worldwide delivery
  • 60 years of experience