FAQ

GENERAL QUERIES:

1. HOW DO I TRACK MY ORDER?
   We strive to process and ship orders promptly within 24-48 hours of placement. Once your order has been dispatched, you will receive an email notification containing tracking information. Upon receiving the dispatch email, you will find detailed tracking information to monitor the progress of your order. Simply use the provided tracking details to track your package through our delivery partner's website.

2. HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
   We always strive to deliver your parcel with the best carrier and service for your country. All information about the shipping times and rates by country can be found on our Shipping Policy page.

3. HOW LONG WILL IT TAKE TO RECEIVE A REFUND?
   Once you’ve sent your items back to us, you should receive your refund within 10 working days after the items have reached our warehouse. Once the refund has been issued, you will receive a notification. Please be aware that it may take up to 3 days for the refund to reflect in your bank account. If you haven’t received your refund in this timeframe, please email contact@freepalestineshop.nl.

4. WHAT IS YOUR RETURN POLICY?
   We use a return period of 14 days during which the customer may return his or her package without giving any reason. These 14 days start when the package is received. Please note that the return shipment must be sent back to us within these 14 days.

   Return conditions:
   All returned items must be unworn and in pristine condition with all the tags still attached. Shipping costs are niet refundable.

5. HOW DO I MAKE A RETURN?
   Making a return is easy! Here's what you need to do:

   1. Within 14 days of receiving your order, send an email to contact@freepalestineshop.nl indicating that you want to exchange one or more products.
   2. Our team will promptly provide you with return instructions.
   3. Follow the provided instructions to complete the return process.
      
      

6. WHAT PAYMENT METHODS CAN I USE?
   We offer a variety of payment methods to make your shopping experience convenient and secure. Here are the payment methods we currently accept:

   • Credit or Debit Cards: We accept major credit and debit cards, including Visa, Mastercard, American Express.
   • Local Payment Methods: We accept local payment methods in some countries, such as IDEAL, BanContact, or Sofort.
   • PayPal: You can use your PayPal account to make purchases on our website for added convenience and security.
   • Klarna: Buy Now, Pay Later. Depending on your location, we are offering Klarna so you can buy now and pay for your order later.
   • Mobile Payment Services: Depending on your location, we may accept mobile payment services such as Apple Pay, Shop Pay, and Google Pay.
   • Gift Cards or Store Credit: If you have a gift card or store credit issued by us, you can use it to pay for your purchases.

   Please note that the availability of payment methods may vary depending on your location and the specific products you're purchasing. If you have any questions about payment methods or need assistance with your payment, please don't hesitate to contact our customer support team.

7. HOW CAN I CONTACT THE CUSTOMER SERVICE TEAM?
   You can reach our customer service team by emailing contact@freepalestineshop.nl. We aim to respond to all inquiries within 24-48 hours.
   
8. DO YOU DONATE TO CHARITIES?
   We donate 10% of our proceeds to Islamic Relief Netherlands and ONEUMMAH. Additionally, we donate our products to various organizations and events that raise money for Palestine. These products are sold, and 100% of the proceeds go directly to the victims in Palestine! 🇵🇸✊🏽.

ORDERS & DELIVERY:

1. DO YOU SHIP TO MY COUNTRY?
   We deliver worldwide. Free Palestine Shop orders are shipped with trusted carriers such as PostNL, UPS, FedEx and local carriers. Visit our Shipping Policy page for rates and lead times per country.

2. WHAT IS THE DELIVERY TIME?
   We don't like to keep you waiting, therefore your order is processed directly from our Dutch warehouse within 24-48 hours after it being placed. Orders received on weekdays before 16:00 CEST are dispatched the same day. Orders placed after this time will be sent on the following day. Weekend orders are scheduled for shipment on Mondays.

3. WHAT ARE THE SHIPPING COSTS?
   Our shipping rates are calculated based on the destination of your order and the total value of your order.

   • Domestic Shipping (Netherlands): For orders within the Netherlands, we offer a competitive shipping rate of €8.95.
   • Europe Shipping: For our European Union customers, we offer a competitive shipping rate of €8.95. The exact shipping cost will be calculated during the checkout process based on your location and the value of your order.
   • International Shipping: For orders outside the European Union, we offer international shipping starting from €14.95. The precise shipping cost will be determined during checkout based on your location and the value of your order.

   Additional Information:

   • Please note that Custom Duties and Taxes are included and covered for your order.
   • Orders are typically processed and dispatched within 1-2 business days, with delivery times varying depending on your location.
   • You will receive a confirmation email with tracking information once your order has been dispatched.

4. CAN I CANCEL OR CHANGE MY ORDER?
   We understand that circumstances may change, but our commitment to quick processing means we're already working diligently to prepare your order for shipment as soon as it's received. Therefore, we kindly ask our customers to double-check their orders before finalizing payment. If you have any questions or concerns regarding your order, please don't hesitate to contact our customer support team.

5. HOW DO I REDEEM MY GIFT CARD OR VOUCHER?
   During the checkout process, you'll have the option to enter your gift card or voucher code in the designated field. After entering your code, click or tap the 'Apply' button to redeem your gift card or voucher. The total amount will be adjusted accordingly. If you encounter any difficulties while redeeming your gift card or voucher, please don't hesitate to reach out to our customer support team for assistance.

6. MY TRACKING SAYS MY ORDER HAS BEEN DELIVERED, BUT I HAVEN'T RECEIVED IT?
   If your tracking information indicates that your order has been delivered but you haven't received it, here are a few steps you can take:

   • Check Your Delivery Location: Double-check the delivery address to ensure that it was entered correctly when placing the order.
   • Look for Delivery Notes: Check for any delivery notes left by the carrier.
   • Contact the Carrier: Reach out to the shipping carrier listed in your tracking information.
   • Sometimes the postal carrier registers the package as delivered before it is actually delivered. It may then take a few days before it is actually delivered. Wait a few days before taking the next steps!
   • Contact Customer Support: If you're unable to locate your package after following the above steps, contact our customer support team.
   • File a Claim: In some cases, you may need to file a claim with the shipping carrier.
     
     

7. WHAT IS FAST AND INSURED SHIPPING?
   Fast and insured shipping ensures your package arrives swiftly and securely. With our expedited shipping options, your order is prioritized for quick delivery, while comprehensive insurance coverage provides peace of mind against loss or damage during transit.

8. I ENTERED A WRONG SHIPPING ADDRESS, WHAT CAN I DO?
   If you realize the mistake shortly after placing your order, contact our customer support team immediately. If your order has already been processed or dispatched, contact the shipping carrier directly.

9. WILL I BE CHARGED WITH VAT?
   VAT is covered in the listed prices for all purchases made through our website. You won't encounter any additional charges related to VAT during the checkout process.

10. I HAVEN'T RECEIVED AN ORDER CONFIRMATION, WHAT SHOULD I DO?
    You will receive an order confirmation by e-mail immediately after placing your order. Check your spam or junk folder for the confirmation email. If you still haven't received it, reach out to our customer support team.

RETURNS & EXCHANGES:

1. WHAT IS YOUR RETURN POLICY?
   Return period: We use a return period of 14 days during which the customer may return his or her package without giving any reason.
   Return conditions: All items must be returned to us in an unworn and unwashed condition suitable for resale with the tags still attached to the item. Shipping costs are not refundable.

2. HOW CAN I MAKE A RETURN?
   The exchange or return of an order is very easy. Send within 14 days after receipt of your order an email to contact@freepalestineshop.nl in which you indicate that you want to exchange one or more products.

3. WHAT ARE THE RETURN COSTS?
   Return costs may vary depending on your location and the reason for the return. We advise using a tracked shipping method from a trusted carrier. Please note that return costs are non-refundable.

4. HOW LONG DOES A REFUND TAKE?
   We do our best to process returns as quickly as possible. After receiving your return, we process it within 10 working days. After the refund has been made, you will receive a message about it.

5. WHERE CAN I FIND MY ORDER NUMBER TO REGISTER MY RETURN?
   Your order number can be found in the confirmation email you received after placing your order. If you have not received this e-mail correctly, our customer service will be happy to help you.

6. WHAT SHOULD I DO IF A PRODUCT IS DELIVERED FAULTY OR DAMAGED?
   If you receive a product that is faulty or damaged, follow these steps:

   1. Take a photo of the damaged or faulty product.
   2. Send an email to contact@freepalestineshop.nl with the picture attached and your order number.
   3. Our customer service team will review your message promptly and work with you to find a solution.

CONTACT:

1. HOW CAN I CONTACT THE CUSTOMER SERVICE TEAM?
   You can reach our customer service team by emailing contact@freepalestineshop.nl. We aim to respond to all inquiries within 24-48 hours.

2. CAN I CALL CUSTOMER SERVICE?
   Currently, we handle all customer inquiries via email to ensure that every question is documented and addressed efficiently. Please contact us at contact@freepalestineshop.nl.

3. DO YOU HAVE A PHYSICAL STORE?
   At this time, we operate exclusively online and do not have a physical store. However, you can browse our products and shop conveniently through our website.
   

4. HOW CAN I GET UPDATES ABOUT NEW PRODUCTS AND SPECIAL OFFERS?
   You can sign up for our newsletter on our website to receive updates about new products, special offers, and exclusive promotions. Follow us on our social media channels as well for the latest news and updates.
   
5. WHAT IF THE ITEM I WANT IS OUT OF STOCK?
   If the item you're interested in is currently out of stock, you can subscribe to our newsletter for updates on restocks or reach out to our customer service team for information on when it might be available again. We are continually working to restock our popular items as quickly as possible.

We hope this FAQ section answers your questions. If you need further
assistance, please don't hesitate to reach out to our customer service team.

Thank you for supporting Free Palestine Shop!