Klantenservice
Categories
Shipping
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What happens if I'm not home during delivery?
If you're not home, the courier will leave a notification card. You can then pick up your package at a nearby DHL ServicePoint or arrange a new delivery time. You can also track your package using the Track & Trace code we send you. -
Do I also pay shipping costs?
At Brandfield, we believe it is important to make our delivery process smarter and more sustainable. DHL visits ServicePoints daily, which is why we encourage customers to collect their order there for free on orders above €50. In this way, we reduce unnecessary delivery trips together. Would you prefer home delivery? Of course, that is also possible. For this extra stop, we charge €3.95 for orders under €50 and €2.95 for orders above €50. Shipping costs depend on the destination country and the delivery method. Shipping costs are calculated after any discounts have been applied due to promotions, product discounts, vouchers, or discount codes. For more detailed information about shipping and delivery methods, please visit the Shipping page. -
My package is damaged, what should I do?
Is your package damaged or is something missing? Please check your order immediately upon receipt. In case of damage, we kindly ask you to have a damage report created at a DHL location within 7 days. After that, please contact our customer service so we can assist you as quickly as possible with an appropriate solution. -
Can I change the delivery time?
During busy periods, your parcel may take slightly longer to arrive than you are used to. For the most up to date information regarding the delivery status of your parcel, we recommend keeping a close eye on the Track & Trace code. You can also find more information about possible delays on our shipping information page. -
Why is my tracking link not updating?
After you have received your Track & Trace code, it may be that your parcel has not yet been handed over to the shipping carrier. For that reason, no status may be visible yet and the delivery time may not be known. As a customer, you are responsible for monitoring your tracking link. If there has been no update within 5 working days, we kindly ask you to contact our customer service via the contact page. We are happy to assist you further. -
When will I receive my Track & Trace code?
You will receive the Track & Trace code as soon as your package has been processed. -
My order is marked as delivered, but I have not received anything. What should I do?
Does the tracking link indicate that your parcel has been delivered, but you have not received it? Please contact our customer service within 5 working days after the delivery date shown in the Track & Trace. We can then start an investigation with the carrier. If this is not reported within five working days, responsibility lies with the customer and unfortunately it is no longer possible to initiate an investigation. -
What should I do if an item is missing from my parcel?
This is, of course, not intended. Please provide us within 5 working days with clear photos of the parcel as received, including the packaging and the method of delivery or collection. Based on this, we can assess the situation and work with you to find a suitable solution. -
What should I do if my parcel arrives damaged?
Is your parcel visibly damaged upon delivery? Please refuse it at the door or at the DHL ServicePoint. Then report this to our customer service within 5 working days. If you choose to accept the parcel, responsibility lies with the customer.
Contact
Still not quite sure? Our customer service team will be happy to help you.Call us
Speak directly to our customer service team. Available Monday to Friday from 9 a.m. to 12 p.m.
Email us
We will respond to your message within 5 working days. Our team is ready to help you further.