Frequently asked questions
Can I return my order?
If the purchase is not entirely satisfactory, you can terminate the agreement 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. If you have done more with the item than is necessary to assess whether you want to keep the item (for example, it is not necessary to remove the price tags), we may charge a value reduction and therefore you may not get the full purchase amount back. 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 return form.
When will I receive my refund?
We will refund the entire purchase amount (including any shipping and payment costs) as quickly as possible, but at the latest within 14 days after receipt of the cancellation notice. We may, however, wait with reimbursement until we have received the products, or until you have demonstrated that you have sent them.
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.
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.
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.
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:
For the Netherlands €1,95
For Germany: €3,95
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.
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. This extra guarantee does not affect the legal guarantee that you as a consumer are entitled to. If you are not satisfied with the quality of the product, please contact our customer service.
How do I redeem a gift card or use a discount code?
You can enter the gift card code or discount code in the shopping cart under the heading I have a 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.
Can I combine multiple gift vouchers in 1 order?
No unfortunately this isn't possible. You can only use 1 gift voucher or 1 discount code per order.
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.
I have a complaint, where can I submit it?
If you have a complaint about our products or our service, you can contact us via the contact form. You will receive a substantive response from us within 14 days of receipt of your complaint. If you are not satisfied with the handling of your complaint, you can also submit it to the Thuiswinkel Disputes Committee or this Disputes Committee via the European ODR Platform.