Effective Date: September 22, 2026
Welcome to stienstrajoure. Below you will find answers to common questions about our products, orders, payments, shipping, returns, refunds, and customer support.
1. What products do you sell?
We specialize in bathroom accessories designed for practical and everyday use.
Product availability, specifications, pricing, and other relevant information are displayed on the individual product pages.
2. Where do you ship?
We currently offer shipping throughout the Netherlands.
3. Is shipping free?
Yes. We offer free shipping throughout the Netherlands for eligible orders.
Any applicable shipping conditions will be displayed during checkout.
4. How long does delivery take?
Our estimated delivery timeframe is 4–6 business days in total.
This generally consists of:
- Order handling: 1–2 business days
- Transit: 3–4 business days
Delivery times are estimates and may occasionally be affected by carrier delays, public holidays, weather, or other circumstances outside our reasonable control.
5. What is your order cut-off time?
Our daily order cut-off time is 2:00 PM CEST (Central European Summer Time).
Orders placed before 2:00 PM CEST on a business day will generally begin processing that business day.
Orders placed after 2:00 PM CEST will generally begin processing on the next business day.
6. What are your business hours?
Our standard business hours are:
Monday – Friday: 9:00 AM – 5:00 PM CEST
Our Live Chat Support is available 24/7.
7. How can I track my order?
Where tracking is available, tracking information may be provided after your order has been dispatched.
Please allow some time for tracking information to become active after the shipment has been handed to the carrier.
8. What should I do if my order is delayed?
If your order has not arrived within the estimated delivery timeframe, please contact our customer support team.
We will review the order and, where appropriate, assist with checking the delivery status.
9. What payment methods do you accept?
We currently accept payments through Stripe.
Payment must be successfully authorized before an order can be processed.
10. Is my payment information secure?
Payments are processed through Stripe and appropriate security measures are used to protect payment transactions.
We do not intentionally store complete payment card details on our own systems.
11. Can I cancel my order?
If you need to cancel an order, contact us as soon as possible.
We will make reasonable efforts to accommodate cancellation requests received before the order has been dispatched.
Once an order has been dispatched, cancellation may no longer be possible and the applicable return process may need to be followed.
12. What is your return period?
We offer a 30-day return window.
You should contact us within 30 days of receiving your order if you wish to request a return.
Returns remain subject to the applicable conditions described in our Return Policy.
13. Are returns free?
Yes. We offer free returns for eligible purchases.
After your return request is approved, we will provide the appropriate return instructions.
14. How do I request a return?
To request a return, contact our customer support team and provide:
- Your name
- Order number
- Email address used for the order
- Product you wish to return
- Reason for the return
- Photographs or other information where applicable
Our support team will review your request and provide the necessary return instructions.
15. What if I receive a damaged or defective product?
If your product arrives damaged, defective, incomplete, or incorrect, please contact us as soon as reasonably possible.
We may ask you to provide photographs of the product, packaging, and any visible damage so that we can investigate the issue.
Depending on the circumstances, we may offer a replacement, refund, repair, or another appropriate solution.
16. When will I receive my refund?
Approved refunds are generally processed within 4–6 business days.
The time required for the funds to appear in your account may also depend on Stripe, your bank, card issuer, or other payment provider.
17. How will my refund be issued?
Refunds are generally issued to the original payment method used for the purchase.
18. Can I exchange a product?
If you would like to exchange a product, please contact our customer support team.
Depending on product availability and the circumstances of your request, we will provide the appropriate instructions.
19. What should I do if I entered the wrong delivery address?
Contact us as soon as possible after placing your order.
If the order has not yet been dispatched, we will make reasonable efforts to update the delivery information.
If the order has already been dispatched, changing the delivery address may not be possible.
20. What happens if I miss my delivery?
If a delivery attempt is unsuccessful, the carrier may make another delivery attempt or provide instructions for collection or redelivery.
Please follow the instructions provided by the delivery carrier.
21. Do you offer customer support?
Yes. Our customer support team is available to assist with questions about products, orders, payments, shipping, returns, refunds, and other store-related matters.
You can contact us by email or through our 24/7 Live Chat Support.
22. Are the prices on your website final?
The prices displayed on our website are the prices applicable to the products at the time of purchase, subject to any clearly stated taxes, promotions, discounts, or applicable charges.
If an obvious pricing or technical error occurs, we reserve the right to correct it and take appropriate action in accordance with applicable law.
23. What happens if a product is out of stock?
Product availability is shown on the relevant product page.
If a product becomes unavailable after an order has been placed, we will contact you regarding the available options.
24. Can I use your website from outside the Netherlands?
Our current shipping service is limited to the Netherlands.
Customers outside the Netherlands may browse the website, but we currently do not offer standard shipping outside the Netherlands.
25. Where can I find your policies?
You can review our website policies for more detailed information, including our:
- Privacy Policy
- Terms of Service
- Shipping Policy
- Return Policy
- Refund Policy
- Payment Policy
These policies provide additional information about our services and customer rights.
26. How can I contact stienstrajoure?
For questions or assistance, please contact our customer support team using the information below.
27. Business Information
Business Name: stienstrajoure
Legal Business Name: Tegels en Sanitair Stienstra B.V.
VAT Number: NL862791782B01
Contact Number: +31 513 414 606
Business Address: Marconiweg 1, 8501 XM Joure, Netherlands
Support Email: Info@stienstrajoure.store
Live Chat Support: 24/7
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM
Time Zone: Central European Summer Time (CEST)
Order Cut-off Time: 2:00 PM CEST