FAQ
When do I receive my order?
I have a personalized item in my order:
Orders that include a personalized item usually take up to 5 business days to process, even if the order also contains non-personalized items. During busy periods or promotions, processing may take up to 10 business days. After the order has been processed, delivery will usually be within 1-3 business days to the Netherlands, Belgium, Germany, France and most other EU countries. Deliveries to some EU countries and destinations outside the EU may take longer. You will receive a tracking link once the order has been dispatched.
There is no personalized item in my order:
Orders containing only non-personalized items are usually delivered within 1-3 business days to the Netherlands, Belgium, Germany, France and most other EU countries. Deliveries to some EU countries and destinations outside the EU may take longer. You will receive a tracking link once the order has been dispatched.
How do I return my order?
To return your order, please CLICK HERE to register your return. Shipping costs for returns are the responsibility of the customer. Please keep in mind that personalized items cannot be returned.
- Something is wrong with my personalized item
For more information, please read about our warranty below or contact support@studionoos.com
Can I change my order?
Unfortunately, we are not able to change orders after they are placed - orders are processed right away to ensure fast shipping.
Can I cancel my order?
Unfortunately, we are not able to cancel orders after they are placed - orders are processed right away to ensure fast shipping. If the package cannot be delivered at the address, it will be returned to sender.
I want to personalize an item after my order has been placed
You’re welcome to visit our Amsterdam HQ (15-minute service), or you can send your item by mail. Please note that shipping and personalization costs are at your own expense. To make an appointment or if you’d like to send your item by mail for personalization, please email us at support@studionoos.com.
Do you offer price adjustments?
We are sorry, but we cannot apply discounts retroactively. Our discounts and offers are only valid during the period in which they are offered. If an item goes on sale or is reduced in price after purchase, we are unfortunately unable to refund the price difference.
What is your shipping time?
For orders that includes a personalized item:
Processing and shipping take longer due to the manual embroidery process. We aim to ship your order within 5 business days whereafter delivery will usually be within 1-3 business days to the Netherlands, Belgium, Germany, France and most other EU countries. Deliveries to some EU countries and destinations outside the EU may take longer. You will receive a tracking link once shipped. During busy periods, delivery may take longer than usual.
For orders with items that are not personalized:
We process orders immediately and aim to deliver within 1-3 business days to Netherlands, Belgium, Germany, France and most other EU countries. Deliveries to some EU countries and destinations outside the EU may take a little longer. During busy periods, delivery may take longer than usual.
Do you offer free shipping?
We offer free shipping on orders over €75 within the Netherlands, Belgium, Germany, France, Denmark, Spain and UK. For orders below €75 to these countries, a shipping fee of €4.95 applies. For all other countries within and outside the EU, shipping costs will be calculated at checkout.
Do I need to pay customs or taxes?
Prices include VAT within the EU. For orders shipped outside the EU, customs duties or taxes may apply. These charges are determined by local authorities, and we unfortunately cannot influence or reimburse them. For more information, please contact your local customs office. If you have questions regarding this matter, please get in touch with our support team via support@studionoos.com.
Can I receive an invoice?
Yes of course! Please contact our support team via support@studionoos.com. Keep in mind that we are unable to modify the invoice of the purchase, you will receive the invoice with the details that you used to place the order with at that time.
How can I return my order?
If you are dissatisfied with your purchase for any reason, you may return it within 30 days. CLICK HERE to register your return. Please note that the shipping costs and/or import duties for your return shipment will not be covered or reimbursed by Studio Noos. To be eligible for a refund, your item must be returned unused, in same state as received and contain the original hang tag. Studio Noos is not responsible for any damage that occurs during the return shipment or for the loss of your item during shipping.
How can I return a gift set?
Please note that a gift set must be returned as it was purchased - in one complete set and cannot be returned partially.
How do I return a product from an order with a free gift?
Free gifts must be returned if your return brings your order total below the qualifying amount. If you’d like to keep the gift, no problem! We will simply deduct its value from your refund.
Can I exchange a product?
At Studio Noos, it’s unfortunately not possible to exchange your product. You can return your item(s) according to our return policy and place a new order. Please note, you cannot return personalised items. If you have any questions, please reach out to our support team at support@studionoos.com.
I received a defective product
We are sorry to hear that you received a defective or damaged product. Please contact our support team directly at support@studionoos.com and we will assist you as quickly as possible.
There is an issue with my product
Studio Noos offers a 6-month warranty. We are always happy to help and would appreciate receiving some photos of the problem. Please do not forget to include your order number. You can email this to support@studionoos.com.
I bought my product elsewhere, but there is something wrong with it
Studio Noos cannot provide warranty or support for products purchased through other retailers. Please contact the store where you bought your item for assistance.
Are you a B2B customer and is there something wrong with a product?
Please contact sales@studionoos.com.
I would like to give my order as a gift
How lovely! You can have your order gift wrapped by adding gift wrapping in the cart, or you can choose to give your order as a gift by adding one of our gift boxes to your cart. You can find the gift boxes HERE.
I want to give a gift card
We offer both physical and digital gift cards, which you can find HERE. Please note that if you return an item purchased with a gift card, the refund will be issued back to the original gift card.
What payment options do you offer?
You can always pay with Visa, credit card or PayPal. We also offer Klarna for countries that pay in euros. In addition, we provide a variety of local payment methods depending on the shipping country.
My discount code or gift card is not working
Please contact our support team at support@studionoos.com
What is NoosClub?
The NoosClub is Studio Noos’ loyalty program, where you earn points and exclusive rewards every time you shop.
How do I become a member of NoosClub?
You can register for free HERE by signing in to your account and clicking the button 'Become NoosClub member' on the order page.
Tip: log in to your account regularly to see exclusive offers and to keep track of your points.
How do I earn points?
You earn 1 point for every €1,- you spend at Studio Noos. You can also earn extra points by signing up for our newsletter, following us on social media or reaching a new level.
How can I see how many points I have?
When you are logged in to your account, your current points balance is displayed in the top bar of the website. You can also find your points balance under Orders in your account. In the NoosClub menu, you can view your earned points, your current level, and any pending points.
How long are my points and vouchers valid?
Points are valid for 12 months from the date they are earned. Vouchers are valid for 3 months after issue. After that, they automatically expire.
Is there a minimum spend to use a voucher?
Yes! These are the minimum amounts:
€10 voucher: minimum spend of €60
€15 voucher: minimum spend of €65
€20 voucher: minimum spend of €70
How many points do I need for a voucher?
100 points = €10 voucher (minimum spend €60)
150 points = €15 voucher (minimum spend €65)
200 points = €20 voucher (minimum spend €70)
My voucher is not working. What should I do?
First, please check that you meet the minimum spending requirements:
€10 voucher: minimum spend of €60
€15 voucher: minimum spend of €65
€20 voucher: minimum spend of €70
Please be aware that a voucher can't be combined with a discount code.
If the minimum spending requirement is met and the voucher is still not working, please contact us at support@studionoos.com.
What happens to my points/voucher if I return an item?
If you return an order, the corresponding points will be deducted. If you used a voucher for the purchase, the value of the voucher will be converted back into points in your account.
How do I advance to a higher level?
You reach a level by spending a certain amount. You keep this level for 12 months. If your total spend falls below the required threshold during that period, you may move down a level.
No worries, feel free to contact our support team at support@studionoos.com. The team responds within 24 hours on weekdays from Monday to Friday, 9 AM to 5 PM CET.