Shipping & Handling

QuestFriendz is based in the Netherlands and our orders are shipped from here. Our aim is to ensure that you receive your order as quickly as possible, and that it's safely and securely packed for transportation.

• Once payment is authorized, you will receive a confirmation email from us. In general, orders are shipped the next day (except weekends and public holidays). Orders are only shipped after payment is authorized.
• We are unable to ship to P.O. boxes.
• Delivery times are indicative and therefore not guaranteed. QuestFriendz is not responsible for delays in shipping or delivery due to force of nature, other uncontrollable events or if the postal carrier is unable to deliver your order to you on time.

Please consider the following:

• Orders cannot be cancelled or adjusted during transport / after shipment.
• The customer is at all times responsible for the shipping address provided to us during the check-out process. If this address is not supplied correctly, we are not responsible for an incorrect delivery or the extra costs of a new shipment.
• Orders for the Netherlands, Belgium, France and Germany that are suitable in size for mailbox delivery will be sent as mailbox post.

For the Netherlands and Belgium

€ 2,95 for shipping within the Netherlands and Belgium. Free shipping for orders above € 35.

Once your order has been shipped, you will receive a tracking code that allows you to follow your parcel until arrival. Orders for the Netherlands will be delivered within 2 to 4 working days after payment authorization. Orders for Belgium will be delivered within 2 to 5 working days after payment authorization.

When possible (mostly for orders in the big cities in the Netherlands) we deliver by bicycle courier, keeping our CO2 emissions to a minimum.

For other countries within the EU

Shipping rates are allocated per zone. See below the details per zone / country.

The expected shipment time is 3 to 8 working days, dependant on the country and postal code.

Shipping costs do not include possible import duties and / or VAT charges incurred upon importing the online order to your country. Such fees and charges are the responsibility of the recipient and vary from country to country.

• Zone 1: United Kingdom, France, Germany, Denmark:

€ 4,95 for shipping within zone 1. Free shipping for orders to France, United Kingdom and Denmark above € 35.

Reduced shipping rates for all other countries in zone 1 for orders above € 35.

• Zone 2: Austria, Luxembourg

€ 5,95 for shipping within zone 2. Free shipping for orders to Austria and Luxembourg above € 35.

• Zone 3: Italy, Sweden

€ 7,95 for shipping within zone 3. Reduced shipping rates for orders above € 35.

• Zone 4: Czech Republic, Estonia, Portugal

€ 8,95 for shipping within zone 4. Reduced shipping rates for orders above € 35

• Zone 5:Finland, Ireland, Latvia, Lithuania, Poland, Romania, Slovakia, Slovenia, Spain

€ 9,95 for shipping within zone 5. Reduced shipping rates for orders above € 35

If you’re interested in ordering from us and your country is not listed above, drop us an email at contact@questfriendz.com  so we can provide you with a quote and you can place your order.

Wholesale enquiries

If you are interested in stocking us in your store or purchasing for your school, please send an email and a brief description of your needs to sales@questfriendz.com. We look forward to working with you.

Returns

Return / exchange policy

If you are not completely happy with your QuestFriendz online purchase, you may send it back to QuestFriendz for a refund.

You must email us at contact@questfriendz.com within 14 days of receiving the item(s) to notify us.Return items must be received by us within 14 days of notifying us of the return.

Return shipping costs are incurred at the expense of the customer. This also applies to orders that initially qualified for free or reduced rate shipping (orders above € 35).

Original and return shipping costs will not be refunded unless the item(s) is being returned as a result of our error or damaged merchandise. In this case, we require that you indicate this in advance of returning your item via: contact@questfriendz.com.

Return shipments to be done via the original shipping company.

All merchandise and packaging returned must be complete, unused and undamaged. Should this not be the case, QuestFriendz will not accept the returned item. Please note that we will only refund or exchange products purchased from www.questfriendz.com. If you have purchased QuestFriendz products from another online retailer or from a retail outlet, you will need to return the product from where it was purchased.

Exchanges and refunds are processed within 14 days after we receive the merchandise. You will receive a confirmation by email when your exchanges/credits are processed.

Returns are only accepted from the country to which it was initially sent.

We have the right to deny credits if the merchandise returned does not meet our return policy requirements.

We are unable to refund any import tax/duty that your order may have incurred for returned items. Please be advised that any exchanges may require additional tax/duty for import to delivery destinations outside the EU.

Return procedure:

1. Email us at contact@questfriendz.com within 14 days of receiving the item and state your order number in the subject line. Please indicate the reason for your return.
2. Pack and securely seal the merchandise (in the original package if possible) and ship it back to us ASAP.
3. Include the original packing slip with your shipment (it was in the envelope / box with the original shipment). Do not forget this, otherwise we will not know from whom the return originates and can therefore not process it. If you no longer have the packing slip, please put a letter with your order number, name, address details and email in the envelope / box.
4. Preferably send the package with a parcel service which provides a shipping receipt or Track & Trace number. Make sure that the package is sufficiently stamped.
5. Share the tracking number with us via email so we can follow the return shipment of the package.
6. We will let you know when your return has arrived and has been processed.
7. The purchase amount of your returned items will be refunded/credited to the account/card from which the original payment was made within 14 days of receipt of the returned items.

If you have any questions please email contact@questfriendz.com.

Return address (please note: this is a different address than our company postal address)

QuestFriendz

Conservenweg 116,

2371 DT Roelofarendsveen

The Netherlands