Frequently Asked Questions

The list below contains answers to frequently asked questions.  If you have a question that is not answered below, please use our contact form at the bottom of this page or email us at info@hazelezel.nl. 

Orders

How do I provide you with information to customize my order?

When reviewing an item that can be customized, you will be asked to provide any required customization details prior to adding the item to your shopping cart. In addition, there is a notes field in the shopping cart which can be used to provide additional information or requests.

Can I review my custom order prior to it being embroidered?

Absolutely! We want you to be pleased with your custom order.  As such, all orders requiring customization will require a pre-approval process before they are embroidered. This involves us creating a mockup design of your order with the selected graphics, text, colors, and fonts. We will email you a picture of the mockup and ask for your approval within 48 hours. If you are not pleased, you will be allowed up to ask for minor adjustments up to 2 times. All additional edit requests will require an additional fee to cover the cost of the design process.

Can I get a discount for a large order?

If you are ordering a large number (10+) of the same item, we would be happy to provide you with a discount. Please contact us prior to placing your order and we will send you a discount code.

Shipping

How long will it take to receive my order?

All orders are shipped through PostNL with Track & Trace. Orders without customized items typically ship out within 2 business days. Orders containing customized items may take 3 business days to ship following your pre-approval. You will be e-mailed with Track & Trace information once your order has shipped.

Where do you ship?

Currently our store is configured to sell in the European Union. If you reside outside of the E.U. and are interested in placing an order, please reach out using the contact form below describing your need and we will be in touch to discuss possibilities and shipping costs with you.

What are your shipping fees?

Our flat-rate fees within the E.U. are based on the destination. Shipping rates are asfollows:

  • NL:  €6 (free with orders over €100)
  • BE, LU, FR, DE, ES, IT:  €8
  • IE, PT, AT, DK, SE:  €9
  • BG, HR, CY, CZ, EE, FI, EL, HU, LV, MT, PL, RO, SK, SI:  €12

    Gift Certificates

    How long are gift certificates valid?

    Gift certficates expire 2 years after issued.

    Can you send a gift certificate to the recipient at a later date?

    Certainly!  We will ask for information about the recipient when you add a gift certificate to the cart, including name, email, gift message, and send date.

    Returns

    What should I do if my order is incorrect?

    Well this would be very disappointing! Please reach out within 30 days of receipt and we will work with you to resolve the issue as soon as possible.

    Can I return an order that has been customized?

    Re-selling a customized order would be nearly impossible and thus we would prefer to find another acceptable solution to both parties. Please reach out to discuss the issue with your order and find a reasonable solution.