Shipping policy

How we ship

We ship all orders as letterbox parcels via PostNL. Your package fits right through your letterbox. No signature needed, no waiting at home, no trips to a pickup point.

Your jewelry is carefully packed in a sturdy shipping box, so it arrives undamaged. The outside doesn't show what's inside.

Shipping costs and delivery times

Netherlands — €3.95 per order. Free shipping on orders over €30.00. Delivery time: 1 to 3 business days after dispatch.

Europe (EU) — €6.95 per order. Free shipping on orders over €50.00. Delivery time: 2 to 10 business days after dispatch, depending on the country.

We currently ship within the EU only.

All delivery times are estimates, not guarantees. We do our best, but once your package is with the carrier, we no longer have any influence on delivery speed. Around holidays, during extreme weather or when the carrier is busy, delivery may take longer.

Processing time

We ship your order within 1 business day. Ordering on a weekend or public holiday? Your package goes out the next business day.

During busy periods (such as holidays or promotions), processing may take up to 2 business days. If that's the case, we'll mention it on the website.

Track & Trace

As soon as your order has shipped, you'll automatically receive an email with a Track & Trace link. Use it to follow your package from our studio to your letterbox.

Tip: keep an eye on your spam folder too. And check your Track & Trace before contacting us about the status of your package — that's where you'll find the most up-to-date information.

Is your address correct?

Double-check your address details at checkout. We ship to the address you provide. Made a mistake in your address? Email us right away at info@hisisu.com. As long as your order hasn't shipped yet, we'll correct it free of charge.

Is your package already on its way to an incorrect or incomplete address that you provided? Then the cost of reshipping is at your own expense. If the package doesn't make it back to us due to the address error, we unfortunately can't refund it.

Package not received?

Does your Track & Trace say your package was delivered, but you haven't received anything? That's frustrating, and here's how we'll solve it:

First, check your letterbox thoroughly, and ask housemates or neighbours. Sometimes someone else accepts the package.

Wait 1 to 2 business days. Packages are sometimes scanned as “delivered” too early.

Still nothing? Email us within 7 days of the delivery notification at info@hisisu.com. We'll start an investigation with PostNL. Such an investigation usually takes 1 to 2 weeks.

If your package really is lost, we'll reship your order or refund the amount. You won't be left hanging.

Received damaged?

Did your jewelry or the packaging arrive damaged? Email us within 48 hours of delivery at info@hisisu.com with:

• your order number

• a photo of the damaged packaging

• a photo of the damaged jewelry

With those photos, we can file a claim with the carrier. We'll then send you a replacement as soon as possible or refund the amount.

Shipping risk

We are responsible for your order until the moment of delivery. If your package gets lost or damaged in transit, we'll sort it out. We do ask you to report any problems as soon as possible (see above), so we can start an investigation or claim with the carrier in time.