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Ordering and delivery
How long does it take to process my order?
We typically process orders within one business day. You’ll receive an email confirmation as soon as your order has shipped.
When will my order arrive?
Delivery times depend on your location and chosen shipping method:
- Within Netherlands & Belgium: 1-3 business days
- International: 3-7 business days
Can I track my order?
Yes. Once your order has shipped, you'll receive a tracking number via email so you can follow its progress.
What are the shipping costs?
Costs vary depending on your location and order weight. Exact shipping charges are shown at checkout.
Do you ship internationally?
Yes, we ship to selected countries. You can check your location is included during checkout.
Can I change my shipping address after placing an order?
We process orders quickly, so please contact us as soon as possible. Unfortunately, once your package has shipped, we can't make changes.
What should I do if my order is delayed?
If your order is taking longer than expected, please contact us. We will help you track down your package.
What if my order gets lost or damaged during shipping?
That's frustrating, we get it. Contact us immediately, and we’ll assist you with a solution, such as a replacement or refund.
Can I cancel or change my order after placing it?
If you'd like to adjust or cancel your order, please inform us immediately. Unfortunately, once the package is shipped, we can no longer modify it.
Do you offer free shipping?
Yes. We offer free shipping above a certain order amount. You can find the exact threshold in our shipping policy.
Returns and exchanges
How do I return an item?
You can return unopened items within 14 days . Please see our returns policy page for details.
How will I know if my return is processed?
As soon as we receive your return, we'll send you a confirmation email. Processing may take up to 7 business days.
What if I received the wrong item?
Oops. Let us know right away, and we’ll send you the correct item and arrange for the return of the incorrect one.
Can I exchange an item instead of returning it?
We don’t offer direct exchanges, but you can return the incorrect item and place a new order.
Payment and discounts
Can I use multiple discount codes on one order?
Unfortunately not. Only one discount code is permitted per order. Choose the code that offers you the
greatest savings!
What should I do if my payment failed?
Double-check your payment details and try again. Still having issues? Please contact your payment provider or reach out to us.
How do I request a refund?
Please contact us at hello@gentlee.be, and we'll assist you further.
Other questions
Do you offer gift wrapping?
Currently not, but you can add a personalized gift message with your order.
Can I add special delivery instructions?
Yes, you can leave additional instructions during checkout. However, we can't guarantee the delivery service will always follow them.
Can I sent my order to a P.O. Box?
Yes, we ship to P.O. boxes. Just make sure your chosen shipping method supports this option.
Can I sell your products in my store?
Absolutely. Please send us a message if you’re interested in business collaborations or wholesale options.
Do you have another question?
Feel free to reach out to us at hello@gentlee.be or via the form below. We’re always happy to help.
