FAQ
Secure payment
Is shopping at Natural Cosy Kids safe?
Yes. All payments on our website are processed through the reliable payment platform Mollie. This platform complies with strict European security standards and uses encrypted connections to protect your payment details. This ensures that your payment details are processed securely and not stored by Natural Cosy Kids.
What payment methods can I use?
Via Mollie, you can pay securely using various popular payment methods. These include iDEAL, Bancontact, credit card, and other online payment options. During checkout, you will automatically see which payment methods are available for your country.
When will my payment be processed?
Most payment methods, such as iDEAL or credit card, are processed instantly. As soon as the payment is confirmed, we can prepare and ship your order. In some cases, a payment via bank transfer may take a little longer to be confirmed.
Are my payment details stored?
No. Natural Cosy Kids does not have access to your full payment details. All payments are securely processed via Mollie. This means that your payment information remains protected and is not stored on our servers.
What happens if a payment fails?
Sometimes a payment can fail due to a temporary malfunction, an incomplete payment, or an issue with the bank. In such a case, you can simply try to pay again by restarting the order process. Should the problem persist, you can always contact us so we can assist you further.
Track order
How can I track my order?
As soon as your order has been dispatched, you will receive an email from us with a track and trace link. Via this link you can follow the status of your package and see when it will be delivered. You can also find the track and trace link in your account.
When will I receive the tracking information?
The track and trace will be sent automatically as soon as your order has been dispatched by us. This usually happens on the same business day if your order is placed before 2 PM. In the email, you can click directly to the shipping information.
My track and trace is not working yet, what should I do?
It can sometimes take a while before the shipping information becomes visible in PostNL's system. Often the link works within a few hours after you have received the email. If the link still doesn't work after a while, please feel free to contact us.
When will my order be delivered?
We try to ship orders placed on weekdays before 2 PM on the same day. In most cases, the package will be delivered by PostNL the next working day. The exact delivery time may vary per day and region.
What should I do if my order is delayed?
Sometimes a package can be delayed in transit by the carrier. Please check the track and trace link for the most up-to-date information first. If the delivery takes longer than expected, please contact us so we can investigate the matter with you.
Returns and Refunds
Can I return my order?
Yes. You have the right to cancel your order up to 14 days after receipt without giving any reason. After cancellation, you have another 14 days to return the product.
How can I return a product?
Do you wish to return a product? Please contact us first at hello@naturalcosykids.nl. We will assist you with the return procedure. The product should be returned in its original condition and packaging, if possible.
Do I have to pay for the return shipping myself?
Yes. The costs for returning a package from your address to our webshop are at your own expense. These costs average approximately €7.25 per package, depending on the carrier you choose.
When will I receive my refund?
Once we have received your return in good condition, and according to our returns policy, we will refund the full order amount, including the original shipping costs. This will happen within 14 days after you have registered your return.
Can I exchange my product?
Yes. If you wish to exchange a product for a different variation or size, please contact us via the contact form or by email. The costs for returning the product are at your own expense.
What if my product is returned damaged?
If a product is damaged or the packaging is more damaged than necessary to examine the product, a depreciation charge may be applied. Therefore, handle the product carefully and ensure it is properly packed when returned.
Account information
Do I need an account to place an order?
No. You can also order from Natural Cosy Kids without creating an account. During checkout, you can fill in your details so that we can process and ship your order. An account can be useful if you order more often, as you can then use your details more quickly.
How can I change my account details?
If you have an account, you can easily adjust your details by logging in to your account. Here you can, for example, change your name, address, or email address. If you are unable to do this or need help, you can always contact us via hello@naturalcosykids.nl.
What personal data does Natural Cosy Kids process?
When you place an order or create an account, we process certain personal data. This includes your name, address details, email address, and possibly your phone number. We use this data to process your order and keep you informed of its status.
Why do you use my personal data?
We only use your data for clear purposes. For example, to process payments, deliver your order, and to contact you when necessary regarding your order. If you have subscribed to the newsletter, we also use your email address to keep you informed of news and new products.
Are my data shared with other parties?
We only share your data with parties necessary to fulfill your order. This includes, for example, carriers such as PostNL for the delivery of your package. These parties only use your data to perform their service.
How can I have my data deleted?
You always have the right to inspect, correct, or delete your personal data. You can also withdraw your consent for the use of your data. To do this, please contact us at hello@naturalcosykids.nl.