Frequently asked questions
Order & payment
What payment methods do you accept?
What payment methods do you accept?
We accept the following payment methods:
- iDEAL
- Apple Pay
- Maestro
- Mastercard
- VISA
How can I track my order?
How can I track my order?
As soon as your order has been shipped, you will receive an email with a tracking code so you can follow your parcel. Haven't received an email? Please check your spam folder too. Still can't find it? Email us at support@thatsthespirit.nu with your order number and we'll send you the tracking code again.
Can I change or cancel my order?
Can I change or cancel my order?
Yes, as long as your order has not yet been shipped. Email support@thatsthespirit.nu as soon as possible with your order number and what you would like to change or cancel. Orders received on working days before 9 pm are shipped the same day, so the sooner you email, the better the chance we can still make the change. Has your order already been shipped? Then you can return it within 30 days of receipt. For that, please also contact us first at support@thatsthespirit.nu.
Shipping & delivery
What is the shipping time?
What is the shipping time?
Orders to the Netherlands and Belgium are usually delivered within 1–3 working days of being placed. To other EU countries, delivery usually takes 5–7 working days. Please note that these are average delivery times. In some cases it may be slightly shorter, but it can also take longer, for example due to busy periods at the delivery service.
Shipping to the Netherlands and Belgium is free from €100 (otherwise €7.20). For other EU countries you pay €14.99. We currently do not ship to Norway, the United Kingdom or the United States.
Has your order still not arrived after 5 working days (NL/BE) or 7 working days (other EU countries)? Feel free to contact us at support@thatsthespirit.nu. We'll look into it straight away and make sure your order reaches you as quickly as possible!
Can I change my delivery address?
Can I change my delivery address?
Yes, as long as your order has not yet been shipped. Email support@thatsthespirit.nu as soon as possible, stating your order number and the correct address. We will then check together whether your address can still be changed. Orders received on working days before 9 pm are shipped the same day, so the sooner you email, the better the chance we can still make the change.
Will my entire order be shipped at once?
Will my entire order be shipped at once?
Your order may be shipped in several parcels, so not everything arrives at the same time. In that case you will receive a separate tracking link for each parcel. Still haven't received all parcels after a few days? Feel free to contact us at support@thatsthespirit.nu. We're happy to help and will make sure you have clarity as soon as possible!
What if I don't receive my package?
What if I don't receive my package?
First check the tracking link in your shipping confirmation email. It shows the current status of your parcel and whether it has been delivered to a neighbour or a pick-up point, for example. Still can't find your parcel? Email us at support@thatsthespirit.nu with your order number. We will contact the carrier and start an investigation if necessary. If your parcel really is lost, we will arrange a suitable solution.
Returns & issues
What is your return policy?
What is your return policy?
You can return products within 30 days of receipt. Before sending anything back, please contact us first at support@thatsthespirit.nu; we will register your return and let you know how to proceed. Once we have received and checked your return, we will refund the purchase amount to your original payment method within 14 days.
My product is broken or damaged, what now?
My product is broken or damaged, what now?
We're sorry to hear that! As soon as possible, preferably within 48 hours of receipt, send a photo of the damage together with your order number to support@thatsthespirit.nu. Keep the product and the packaging until we have contacted you. Together we will then find a suitable solution, such as a replacement product or a refund. In this case, the costs are of course on us.
Other & contact
Is your question not listed here?
Is your question not listed here?
Email your question to support@thatsthespirit.nu. If your question is about an order, please include your order number. We reply within 48 hours on working days and will help you as quickly as possible.
How can I file a complaint?
How can I file a complaint?
Do you have a complaint about an order, a product or our service? We're sorry to hear that and are happy to resolve it with you. Send an email to support@thatsthespirit.nu with your order number and a short description of your complaint. If a product is damaged or defective, please include a photo as well. We reply within 48 hours on working days and will work with you to find a suitable solution.
