FAQ
Welcome to Truedots LTD. Below are answers to some common questions from our customers in the Netherlands and Belgium.
1. How long does shipping take?
Our standard delivery time is typically 5–12 business days, depending on your location and product availability.
Please note that delivery times may occasionally be affected by public holidays, customs processing, or high order volumes.
2. Do you ship to the Netherlands and Belgium?
Yes, we currently deliver to customers across the Netherlands and Belgium.
Shipping availability may vary for certain products.
3. How can I track my order?
Once your order has been dispatched, you will receive a confirmation email containing your tracking information.
You can use the tracking link provided to monitor your shipment status.
If you do not receive tracking details within a few days, please contact our support team.
4. What payment methods do you accept?
We accept secure payments through trusted payment providers.
Available payment methods may include:
- Visa
- Mastercard
- American Express
- PayPal
- Apple Pay
- Google Pay
- Klarna (if available)
- Local payment methods where supported
Payment options may vary at checkout.
5. Can I return my order?
Yes. Customers in the Netherlands and Belgium have the right to return eligible items within 14 days of receiving the order, in accordance with EU consumer protection laws.
Please review our Return Policy for full details.
6. Who pays for return shipping?
If you are returning an item under the 14-day return policy, return shipping costs are generally the customer’s responsibility unless the item is faulty, damaged, or incorrect.
7. What if my item arrives damaged or incorrect?
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with:
- your order number
- a description of the issue
- clear photos
We will work quickly to resolve the issue.
8. Can I cancel my order?
If your order has not yet been processed or shipped, cancellation may be possible.
Please contact us as soon as possible after placing your order.
If the order has already been shipped, our return policy will apply instead.
9. I entered the wrong shipping address. What should I do?
Please contact our customer support team immediately.
If the order has not yet been dispatched, we may be able to update the shipping address.
Once shipped, changes may not be possible.
10. My order is delayed. What should I do?
While we aim to deliver within the estimated timeframe, occasional delays may occur due to:
- customs checks
- courier delays
- peak shopping periods
- public holidays
If your order appears significantly delayed, please contact us and we will assist you.
11. Is my payment information secure?
Yes.
All payments are processed through secure, encrypted payment gateways. We do not store your full payment card details on our servers.
12. How can I contact customer support?
Our support team is here to help.
You can contact us via:
Email:
We aim to respond within 24–48 business hours.
13. Do you offer refunds?
Yes.
Approved refunds are issued to the original payment method once the returned item has been received and inspected.
Refund processing times may vary depending on your payment provider.
14. Do I need to pay customs or extra charges?
For customers in the Netherlands and Belgium, any applicable charges will be shown where required.
Unexpected customs fees are uncommon but may depend on shipping origin and local regulations.
15. Where is Truedots LTD based?
Truedots LTD is a company registered in the United Kingdom, serving customers across Europe including the Netherlands and Belgium.
Truedots LTD
Company Registration Number:
Trading Address: [Insert Trading Address]
Support Email: