Costumer service Order Payment Shipping Returns Gift service F.A.Q
F.A.Q
How do I return one ore more item(s)?
You can return products within 30 days of the receipt of your package. Please return the products with the completed return form in a firm package with sufficient postage including a track and trace code and a return address on the package to ensure refund.
► Return order
Do I have to pay for postage to return?
All products that you have purchased online can be returned if only enough postage is used. Please don't send us any packages with insufficient postage. In such case you still have to pay the remaining postage and it will take considerably longer before the return can be processed. If you have received the wrong item, you can return your order completely free of charge.
► More information about returns..
Can I return part of my order?
Yes, if you return a part of your order within the payment period of 30 days, you only have to pay for the retained items. After we have received your return shipment you will receive the purchase amount of the items returned by you, excluding any shipping costs of the return shipment.
► Return order
Is there a limit for returns?
There is no limit to returns. You have the right to cancel your purchase agreement within 30 days of receipt without giving any reasons. To stay within this time limit you only have to return the goods within 30 days.
Can I exchange an item?
You can return an item and place a new order. Unfortunately, it is not possible to settle orders with each other or to request a replacement item via the return form.
What is the minimum order value?
There is no minimum order value.
Do I receive an invoice with the order?
You will receive the invoice by e-mail sent to you in pdf format. For this, the e-mail address is used which you placed the order. With the exception of orders with a delivery address outside the EU, in this case we have to included the invoice with the products.
Will I receive an order confirmation?
After you have placed your order and it has been processed, you will immediately receive an order confirmation by email. For this the e-mail address which you have placed the order. If you have not received an order confirmation, it is possibly in the Spam folder of your email account.
My order is not coming through, what can I do?
If you get the following message: "Order currently in payment. Complete this payment or cancel your payment to continue"? In this case it is best to empty internet cache + cookies:
- Click Tools> Internet Options.
- Select the General tab.
- Click Delete Browsing History.
- Under Temporary Internet Files, click Delete Files.
- Click Delete Cookies.
- Click OK.
If this does not solve the problem or if you have another problem, you can always contact us.
► Contact us
Can I combine several orders?
After the order has been issued, it is no longer possible to combine orders. We thank you for your understanding.
How come the prices are so low?
The products come from the supplier with few middlemen, enabling us to offer our products at the very best prices.
The product I would like to order is out of stock. Can I order it anyway?
If the product you want to order is currently sold out, we will gladly inform you as soon as it is available again. Send an email with the desired product description. You will receive an email as soon as the product is available.
Is it possible to adjust or cancel my order?
Delivery addresses, phone numbers and recipient names can only be changed if the orders have not been shipped out yet. Once shipped, we can no longer change the invoices since these are already printed and orders have already been handed over to our third-party couriers. Unfortunately, we do not have an option to modify your order after it has been placed. However, you may definitely cancel or change an item in your existing order as long as it has not been shipped yet. In that case, please send us a request to cancel your item immediately. To cancel an order after you have paid, the bank will be charged transaction fees. We Thank you for your understanding.
Transaction cancellation fees
iDEAL €0.55
Paypal N.A.
Pre-transfer €0.25
Bank contact €1,30
SOFORT banking €1,30
KBC / CBC €1,30
Belfius direct.net €1,30
Which international countries do you ship to?
The Netherlands, Belgium, Luxembourg, Germany, United Kingdom.
How much is shipping ?
Netherlands € 3,95 or free if you spend more than €19.00
Belgium €6,95
Germany €6,95
Luxembourg, United Kingdom €13,95
When will my order arrive?
Delivery within The Netherlands is on average *1 to 3 business day(s).
Delivery to Belgium & other EU countries *4-8 business days.
*Excluding items that are out of stock. In that case the delivery may take longer, specific lead time of each product can be found on its detail page.
Can I track my order?
Yes, once the order has been sent you will receive an email with a track and trace code. For this the e-mail address with which you have placed the order is used.
Can my billing and shipping addresses be different?
Yes, your billing address can be different from your shipping address.
Can my order be delivered on a specific day?
You can indicate this under "comments" during the ordering process. Note the desired delivery date. For countries outside The Netherlands it is not possible to change the delivery day, sorry for the inconvenience.
What methods of payment does Goudkat.com accept?
We accept the following payments:
Bank transfer (free)
iDeal (free)
Paypal (€0,99)
Creditcard via Paypal (€0,99)
Bankcontact (€0,99)
SOFORT banking (€0,99)
KBC/CBC (€0,99)
Belfius direct.net (€0,99)
What is iDEAL?
iDEAL is the payment method that makes it possible for consumers to make direct online payments via the online payment systems of the largest banks. IDEAL allows you trusted, secure and easy online purchases.
Can I make a payment via bank transfer?
Payment can be made via bank transfer. You can choose this method during ordering. After you have completed the order you can transfer the total amount yourself via your bank. You will automatically receive an e-mail with the information you need for this. We request that you pay the outstanding amount within 14 days.
Please note the following:
- As soon as your payment has been processed by us, the order will be sent to you automatically.
- Always include your order number when making the transfer.
- Transfer the correct amount.
Forgot to mention the order number after paying by bank transfer.
You can send an email with your name and order number. The order number can be found in the order confirmation that you have received from us by e-mail.
What is Paypal?
If you have a Paypal account, you can easily pay for all your purchases without having to leave personal information. Paypal is a simple and secure payment method. If you do not have a PayPal account you can create one by going to the PayPal website at http://www.paypal.com.
How can I measure the right size for a ring?
Use our handy tips and guide to find the correct ring size for you.
► Ring size
How can I measure the right size for a bracelet?
Determine the correct bracelet size with these handy tips:
► Bracelet size
How do I determine the correct length for a chain necklace?
Determine the correct length for a chain with these handy tips:
► Chain length
How do I determine the correct size of earrings?
Determine the right size for a pair of studs or earrings with this overview:
► Size of earrings
How can I change a battery for my watch?
All watches available at Goudkat work on AG4 / LR626-1.5V button cell batteries. To easily change a battery of your watch yourself go to:
► Change the battery
How do I test whether a piece of jewelry is made of real silver?
On our site you can check step by step whether a piece of jewelry is made of real silver:
► Test silver jewelry
What is the best way to maintain my jewelry?
To keep a piece of jewelry intact for as long as possible and to protect it from scratches and discolorations, there are various ways to store and maintain jewelry:
► Maintenance of jewelry
Which color piece of jewelry suits me best?
An overview of colors and their meaning and which color suits you best:
► Use of color
What is the meaning or effect of a certain gem?
An overview of precious stones/gems and their effect, meaning and appearance:
► Gemstone overview
What is the difference between Sterling silver, Fine silver, Argentium silver and Tibet silver?
The difference between Sterling silver, Fine silver, Argentium silver and Tibet silver is primarily the content of silver. Fine silver has the highest silver content, namely 999, that is 99.9% silver. Sterling silver also has a high content of silver 925 (92.5%)
► Jewelry materials
What is oxidized silver?
Oxidation is a process to give sterling silver jewelry a dark or black patina. Oxidation is a beautiful finish that gives an antique / vintage or dark / black shadow effect to jewelry.
What does silver-plated, gold-plated mean?
Silver plated or gold plated is a layer of sterling silver or real gold on the surface of a piece of jewelry.
What does E-Coat mean?
E-coating,electro-coating or electro deposition, is a method that uses electrical current to cover jewelry with an organic lacquer, covering the jewelry with an even and consistent protective coat. This coat keep the sterling silver or other metaljewelry beautiful and shiny for as long as possible and protect it from damage such as stains, discolorations and scratches. E-coat is an ultra fine transparent layer of plastic that protects the silver jewelry and increase the lifetime of your Jewelry.
What is ION-plated?
ION- plating produces a hard and is the most durable protevtive coating with a high brightness. This type of coating is usually used on stainless steel and gives any other color onto the stainless steel and protect the jewelry against damage.. Ion plated coating usually lasts for decades.
What is Rhodium plated?
Rhodium is a precious metal. Rhodium has a beautiful white color (between Chrome and stainless steel) and is not susceptible to outside influences. Rhodium-plating of jewelry is used to protect against corrosion, stains, scratches, extra shine and to decorate. Rodhium plated silver jewelry has the same color of white gold.
What is Ruthenium plated?
Ruthenium plating gives jewelry a "high-tech" jet-black or gun-metal grey look. It is very hard and highly resistant to damage such as scratches. Black ruthenium plated jewelry gives a much darker black aspect than rhodium plated jewelry.
What is the difference between Gourmet, Venetian and others link chains necklaces?
A handy overview of all types of link chains:
► Types of links
What is the meaning or effect of a certain lucky symbol?
An overview of known lucky symbols and their effect, meaning and appearance:
► Lucky symbols overview
How do I exchange a coupon?
Enter the code of the voucher in the "discount code" field in the "shopping cart" page and click on the "plus" button. The value of the voucher is immediately deducted from the total purchase value.
Can I redeem multiple coupons?
We can only accept one voucher per order.
Can my coupons be redeemed for cash?
It is not possible to redeem coupons for cash or to use them for previous orders.
How can I receive discount codes and special offers?
You can receive discount codes and be kept informed by signing up for the Goudkat newsletter. You regularly receive a newsletter with the latest offers including bargains, gifts and new products. Or follow Goudkat via Twitter, Facebook.
► Register
How can I use the free gift and / or wrapping service?
You can add a free gift box of your choice to your order.
If you wish to have a product packed as a gift, you can state this in the "comments" section during the ordering process.
► free gift wrapping
Can I send the gift directly to someone?
Goudkat also offers you the option of having an order delivered to a different delivery address. Please note during the order process by "comments" that you want it wrapped as a gift.
Can I gift someone without invoice or billing information?
An invoice is always sent by e-mail in PDF format and will not be sent with the gift. For this the e-mail address with which you have placed the order is used. With the exception of orders with a delivery address outside the EU, in this case we have to send the invoice with the products for customs control.
How can I choose a gift?
We have compiled a few jewelry collections for you to help you with a nice gift. Jewelry can be easily found on various themes
► Jewelry themes
Is my personal information safe and secure?
The safety of your personal data and the protection of your privacy is our first priority. We use all security options to ensure that you are completely safe during your visit. This applies to both the payment processes and all data that you share with us. We will gladly inform you further about our privacy & safety standards.
Where can I get more questions, comments and / or suggestions?
For more information please contact us using the e-mail address and contact form.
► Contact
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