FAQ

Frequently Asked Questions

 Return and refunds

Can I return my order?

If the purchase is not entirely satisfactory, you can return it within 14 days of receipt. Use the return form for this. A Beautiful Story guarantees that you will get your money back for all returned items, provided that the items are returned in good condition and with the price tag attached. See also article 7 of the general terms and conditions. You can also inform A Beautiful Story to cancel the purchase (for example via mail or email) in another way within 14 days of receiving the entire order. You can use the model withdrawal form, but this is not mandatory. You should return the unwanted goods to A Beautiful Story within 14 days after you cancelled the purchase. Preferably, include the completed returns form so we can process your return as quickly as possible.

 

Click here to download the returnform.

 

When will I receive my refund

As soon as we have received your package, we will do our best to return the purchase price to you as quickly as possible. That takes a maximum of 10 days, but usually goes much faster!

 

How do I get my purchase amount back after return?

Your refund will be credited to the payment method you used when purchasing the returned items.

If you have paid for part of your purchase with an A Beautiful Story gift card, you will receive this part in the form of a gift card.

 

Can I exchange my order?

Unfortunately, this is not possible. When you return your package to us, we unfortunately do not have the option to send you another item or size immediately. We will refund the purchase amount to you, so that you can easily place a new order with us.

 

Payment

Which payment methods does A Beautiful Story accept?

We would like to make it as easy as possible for you to complete your order at A Beautiful Story. To pay for your order you can use:

  • iDEAL (Netherlands)
  • Bancontact (Belgium)
  • Sofort Banking/Giropay (Germany)
  • Credit card
  • Bank transfer
  • Webshop giftcard
  • A Beautiful Story giftcard

 

Do the items include VAT?

Yes, all mentioned prices include VAT.

 

Orders

How can I place an order?

We are happy to help you place an order:

1. Search on www.abeautifulstory.eu for the jewelry you want

2. Click on the ‘in shopping cart’ button

3. Now the item is in your shopping cart. Click on the shopping cart at the top right of the screen

4. Do you have a discount code or an A Beautiful Story gift card? You can enter this at the bottom of your shopping basket

5. Click on Order to start your order

6. Enter your details and choose a payment method

7. Accept the terms and conditions and click on confirm

8. You will now be redirected to your chosen payment method so that you can easily complete your payment

9. Your order has been placed! We will send you a confirmation by email and ensure that your package comes to you!

 

Can I cancel my order?

In order to have your order delivered as quickly as possible, we will immediately start working in our warehouse as soon as the order is received. Have you placed your order less than half an hour ago? Feel free to contact our customer service so that we can see if it is still possible to cancel the order.

 

Can I modify my order after it has been placed?

No, unfortunately we cannot change the order once you have placed an order. However, you can call customer service and we can see if it is possible to cancel the current order.

 

I didn’t receive a confirmation, what now?

It is possible that the confirmation has ended up in your spam box. If this is not the case, please do not hesitate to contact our customer service, we will gladly help you further.

 

Delivery

What delivery options are available ?

We currently deliver via PostNL. Orders within the Netherlands almost always fit through the letterbox, so you don't have to stay home. Via the PostNL app you can after delivery choose delivery in the evening / on Sunday / on a specific part of the day.

The shipping costs are:

  • In the Netherlands €1,95
  • Within the EU €4,95
  • Outside the EU €9,95

The destination country (outside the EU) can levy additional tax.

 

How long does standard delivery take?

Netherlands 1-3 workdays
Europe 3-6 workdays
Outside Europe 6+ workdays

 

My package has been delivered, but I have not received it yet. Where's my package?

If you have received a track & trace code from us, you can check where your package is at this moment via PostNL. Your neighbors may have accepted the package. If there is still uncertainty, please do not hesitate to contact our customer service.

 

I have received a wrong item. How do I get the right item?

Oops, something went wrong while packing your order. We are happy to solve this! Please contact our customer service. We are happy to help you further.

 

I have received my order damaged. How do we solve this?

It bothers us very much when you have received a damaged or incorrectly delivered product from us. Please contact our customer service so that we can look into the possibilities together.

 

An item from my order is missing. Do I still receive this?

Oops, that's not the intention. If you have placed a large order, it is possible that another package is on its way. If this is not the case, please contact our customer service.

 

Guarantee

My article has defects. What can I do about it?

Oops, that's not the intention. Please contact our customer service so that we can look into the possibilities.

 

How long do I have a warranty?

The statutory warranty applies to all items that you purchase from us. Legal guarantee means that a product is or must do what the consumer can reasonably expect from it. We give a two-month warranty on the quality of the product. If you are not satisfied with the quality of the product, please contact our customer service.

 

Discountcodes and gift cards

What is the balance of my gift card?

You can easily view the balance of your A Beautiful Story gift card via abeautifulstory.eu. Feel free to click here (https://www.abeautifulstory.eu/giftvoucher/index/check/) to check the balance

 

How do I redeem a gift card?

You can enter the gift card code in the shopping cart under the heading gift voucher. Once you have done this, you will immediately see the amount deducted from the total amount.

 

I forgot to redeem my gift card during my order. What now?

Unfortunately it is not technically possible to redeem the gift card after the order has been placed. Our customer service will gladly help you look at any options so that you can still use your gift card.

 

What is the difference between your gift card and the Webshop Gift card?

The A Beautiful Story gift card can only be exchanged in our webshop and can be exchanged in the shopping basket. The Webshop Gift Card is a gift card that can be exchanged at multiple stores and can be exchanged at checkout. For more information about the Webshop Giftcard see www.webshopgiftcard.nl.

 

How do I redeem a discount code?

The discount code can be redeemed in the shopping cart under the heading discount codes. Once this has been done, you will see at the top of the screen whether the code is valid or not. The discount amount is also deducted directly from the total amount.

If you do not want to use a discount code, you can cancel the discount code under the heading discount codes.

 

Complaints

I have a complaint, where can I submit it?

If you have a complaint about a product or service, please do not hesitate to contact our customer service and we will respond to your complaint within 7 working days.

If you disagree with the solution or can't work it out together? Then you can submit your complaint to the European ODR Platform (https://ec.europa.eu/consumers/odr/)