Frequently Asked Questions

You can always find your order number in the confirmation email. Another option is to view the order via My account.

Once you have placed an order in our webshop, you will immediately receive an automatic confirmation in your e-mail. It sometimes happens that this e-mail ends up in the spam inbox. Can't find your confirmation in your e-mail? Then contact our customer service .

If your order is cancelled, we will always send you an email to inform you of the reason why your order was (partially) cancelled. This may be due to the following:

One or more items in your order were out of stock at the time of dispatch. In this case, we will immediately initiate the refund.

Something went wrong while verifying your payment and/or delivery details. Please check your details in the payment process on the website by going back a step.

There is a duplicate order. Please check your original order. It may have already been confirmed and/or shipped.

If the problem remains unresolved, please contact us so our customer service can assist you further.

Your order can only be changed by contacting our customer service via 085-2126898 and under the condition that your order has not yet been prepared for shipping. We are available from Monday to Friday from 9am to 5pm.

Your order can only be cancelled by contacting our customer service via 085-2126898 and under the condition that your order has not yet been prepared for shipping. We are available from Monday to Friday from 9am to 5pm.

If this is no longer possible, you can always refuse your package or return the order.

We currently ship to the countries listed below. If your desired country is not listed, please contact our customer service so we can process your shipment manually.

• Belgium
• Denmark
• Germany
• Finland
• France
• Hungary
• Italy
• Luxembourg
• The Netherlands
• Austria
• Poland
• Portugal
• Slovenia
• Slovakian
• Spain
• Czech Republic
• United Kingdom
• Sweden
• Switzerland

We find your personal information extremely important. For this reason, we only use the information that is necessary for us and for which you have given permission. In addition, we are very aware of your privacy internally and we want to guarantee it to the best of our ability. We also do not share any information with third parties. Finally, we work entirely according to the standards of the General Data Protection Regulation.

At The English Hatter, we offer international shipping to various destinations outside the Netherlands. We partner with DHL to ensure timely and reliable delivery of your orders to international locations.

We provide different shipping options for international orders, depending on the destination country. Shipping costs and estimated delivery times may vary based on the selected shipping method.

• We ship to:
  Belgium
  Denmark
  Germany
  Finland
  France
  Hungary
  Italy
  Luxembourg
  The Netherlands
  Austria
  Poland
  Portugal
  Slovenia
  Slovakia
  Spain
  Czech Republic
  United Kingdom
  Sweden
  Switzerland

Once your order has been dispatched, you will receive a tracking number via email that you can use to monitor the status of your shipment. We recommend tracking your package regularly for real-time updates on its location and estimated delivery time. Please check the tracking number of DHL.

Please note that international orders may be subject to customs fees, import taxes, and other duties imposed by the destination country's customs authorities. These additional charges are the responsibility of the recipient and are not included in the product price or shipping cost.

If you encounter any issues or delays with the delivery of your international order, please contact our customer service team immediately. We will work closely with our shipping partners to resolve any delivery-related issues and ensure that your order reaches you in a timely manner.

Yes, we accept returns and exchanges for international orders, subject to our standard return policy. Please refer to our SHIPPING & RETURNS page for detailed instructions on how to initiate a return or exchange for international orders.

You can return for free in one of our stores. You must bring your packing slip and show it in the store.

Do you not live near a store or do you not have time? Returns are also possible via PostNL or your preferred shipping partner. The return costs are for your own account with this return option.

• Take the package including the packing slip and return slip to a PostNL service point.
• The return address is The English Hatter, Aalsmeerderweg 285A, 1432 CN Aalsmeer, The Netherlands
• Stick the return sticker on the package.
• After receipt of the return shipment, the purchase amount will be refunded within 5 working days.

The return address is:

The English Hatter
Aalsmeerderweg 285A
1432 CN Aalsmeer
The Netherlands

If an item does not meet your expectations, you can exchange or return it. Below are a number of conditions:

• Return within 30 days.
• Make sure the item is complete, unworn/used and undamaged.
• Always include the delivery/returns note in the box, if necessary with the reason for return.
• Make sure the original tags and labels are still attached to the item.

You have a 30-day reflection period.

If you want to exchange an item, you must place a new order. You can also do this with the help of our customer service .

If everything goes well and the return shipment meets the described conditions, we will refund the total amount in the same way as the payment was made. And we do this quickly, but in any case within 10 working days. When returning in a store, the refund may take longer than the 10-day period.

During the ordering process you can specify your preferred postal address. This is the only delivery option The English Hatter currently offers.

Your order will be delivered by DHL.

On weekdays all new orders are prepared and shipped when possible. Orders are not processed on Saturday and Sunday.

We strive to ship your order as soon as possible. Would you like more detailed information about the status of your order? Check the status in your account or contact our customer service.

If your order has been delivered to the wrong address, you can find it under 'My orders' in your account, or you can follow the track & trace link in the shipping confirmation email.

If the order has not yet been delivered, you can contact DHL to ask if you can change the delivery address.

If the package is refused at the shipping address, the order will be returned to our warehouse. Once we have processed this return, you will receive your money back within 14 days.

If you are not home during delivery, DHL will deliver your package to your neighbors or to a DHL service point. With the track & trace code you can see where you can pick up the package. You will receive a digital message about where your package has been delivered.

Our orders are delivered with standard delivery within usually 2 to 4 working days. Delivery times may vary depending on the delivery service DHL.

Shipping is always free for orders over €100. For orders under €100, shipping is €4.95.

Your order will be trackable with a DHL track and trace code as soon as the package is registered in the warehouse to be sent. This code will then be automatically sent to you and you can track your package.

If you have received an incorrect item, please contact our customer service .

How annoying to hear that your item is not in the condition it should be. You can contact our customer service . They will then send you a return sticker so that you can return the item to us free of charge. Each situation is considered for a suitable solution.

If an item or part of your order is missing, please contact our customer service .

You can get your paid VAT amount back if you live abroad. You must then have your receipt or webshop invoice stamped at customs. This serves as proof of export to a non-European country. Once arrived in your own country, this receipt must be sent to the address below. Please state the account number to which the amount may be refunded. The VAT amount will then be transferred to your account.

The English Hatter
Regarding financial administration
Aalsmeerderweg 285A
1432 CN Aalsmeer
The Netherlands

We accept the following payment methods: Visa, Mastercard, iDEAL (Netherlands), Bancontact/Mistercash and PayPal.

All prices of the items sold through english-hatter.nl include VAT.

1. Visa, Mastercard
At The English Hatter you can pay easily and safely with your debit/credit card. We accept Mastercard and Visa. The order amount will only be debited from your debit/credit card once the order has left the warehouse. Your debit or credit card details are encrypted in our system using SSL technology. Thanks to this high security standard, you can safely pay with your debit credit card at The English Hatter. Your details will never be accessible to third parties. Please refer to our privacy policy for more information about security.

Extra security for credit card payments: 3D Secure for Visa and Mastercard
To ensure that your online credit card payment is as secure as possible, we use Verified by Visa and MasterCard® SecureCode™. These are internationally recognized authentication technologies that are also known as 3D Secure. 3D Secure prevents unauthorized use of your credit cards to minimize the risk of online credit card fraud.

What is the security code?
The security code is the last three digits located at the top of the signature bar on the back of your Mastercard or VISA credit card. On American Express credit cards, the four-digit security code is located on the front of the card, above the card number on the right.

2. IDEAL (Netherlands)
Select iDEAL under payment methods. Select your bank. You can now choose whether you want to log in to your bank via the website or whether you want to use the app. If you log in to your bank, you only need to confirm the payment.

To use the mobile banking app to pay, tap the QR scanner in the app and scan the QR code on your screen.

Follow the instructions until the payment is completed.

3. Bancontact (Belgium)

There are two ways to pay online:

You can pay with the device on which the Bancontact app is installed or you can pay with a device on which the Bancontact app is not installed. In the latter case, you must have the device with the Bancontact app at hand
to keep.

Device with the Bancontact app : Place your order online and select Bancontact as the payment method. Then tap 'Open the Bancontact app'. The app will open automatically. Check the amount displayed on your screen, select the bank account you want to use to pay, tap 'Confirm' and enter your PIN code. The payment confirmation will be displayed immediately on the screen. And you're done! Device without the Bancontact app : Place your order online and select Bancontact as the payment method. Web shops that accept mobile payments with Bancontact will automatically generate a QR code. Open the Bancontact app on your smartphone or tablet, select the 'Pay' option and scan the QR code that automatically appears on your screen. Check the amount displayed on your screen, select the bank account you want to use to pay, tap 'Confirm' and enter your PIN code. The payment confirmation will be displayed both on the screen and in the app.

4. PayPal

You can also pay via PayPal, even without opening a PayPal account. To do this, select PayPal as the desired payment method at checkout. At the end of the ordering process, you will be redirected to PayPal. If you are already a PayPal customer, you can log in with your user data and confirm the payment. If you are new to PayPal and do not want to open an account, click on 'No PayPal account?' (marked below) and confirm the payment as a PayPal guest. As soon as the incoming payment has been registered with us, your order will be processed. PayPal payments are usually processed within a few minutes
confirmed.

If you return (part of) your order, the amount will be refunded to your PayPal account. You can then choose whether you want to use the money via your PayPal account or whether you want to transfer the amount to your bank account or credit card. We cannot determine this. You can arrange this yourself via your PayPal account.

In our stores you can pay with the following options:

• Cash
• Pin
• MasterCard
• Visa
• The English Hatter gift card

The English Hatter has a total of 8 stores. The stores have different opening hours. View and click here for more information about our stores:

1. Amstelveen, Binnenhof
2. Amsterdam, Beethovenstraat
3. Amsterdam, Heiligeweg
4. Amsterdam, New High Street
5. The Hague, Place
6. Haarlem, Zijlstraat
7. Laren, Naarderstraat
8. Leidschendam, Privet

Please note: inquire as soon as available.

It is possible to order a The English Hatter gift card in our webshop. Our gift cards are available in the values ​​of €10, €20, €30, €40 and €50. You will receive a physical gift card in a luxury packaging.

You can redeem our gift card in our stores. Would you like to redeem our gift card in the webshop? Please contact customer service at 085-2126898.

The balance of your gift card can be looked up for you by our employees in the stores. You can also contact our customer service so they can check this for you.