Frequently Asked Questions
Find an answer to your question quickly and easily. Is your question not listed? Then please contact our customer service. We are happy to help you.
Order
Where is my order?
After placing your order you will receive a shipping confirmation within 24 hours. This contains a link with the Track & Trace code. It may happen that your order is slightly delayed due to extreme crowds. Have you not received your order after 5 working days? Then please contact our customer service. We will then find out the status of your order for you as soon as possible.
My order has been cancelled, what now?
The reason that your order has been canceled is usually because the payment has not been successful. In that case, place the order again. Can't quite figure it out? Then please contact our customer service.
An item is missing from my order, what now?
Unfortunately, it is possible that something went wrong while processing your order. In that case, we ask you to contact our customer service immediately, stating the problem and your order number. Our customer service will process your message as quickly as possible and will look for the best solution together with you.
I have received a damaged item, what now?
Oops, that wasn't quite the intention! We would like to receive a photo of the damaged item so that our customer service can immediately take a look with you. Send an email to info@cheroy.nl . Naturally, we will offer you a suitable solution.
I have received the wrong item, what now?
I have not received a confirmation email, what now?
It may happen that our confirmation email ends up in your spam box. If the confirmation email is not there either, please contact our customer service.
I have placed an order, can I still cancel it?
No, after you have completed your order, it will be prepared for shipment as soon as possible. If you do not wish to receive item(s) in your order, we recommend that you return these item(s) upon receipt.
What is a pre-order and when will this order be delivered?
A pre-order means that we do not have a physical stock of the item at that time, but we do have the certainty that this item will be delivered to us soon. Placing a pre-order means that you buy the item and therefore reserve it. The product description of the item describes when we expect the pre-order to be shipped. Of course, we do not assume that anything will go wrong with the pre-order. If this is the case due to force majeure, you will of course get your money back.
Will sold out items be back in stock?
When a product is sold out, it will certainly be back in stock. Keep a close eye on our website for this, or sign up for our newsletter. This way you stay informed of the developments within our platform.
Payment
Was my payment successful?
Sometimes it can happen that the payment fails and you still receive a confirmation email from us. Our system will then automatically cancel your order. If you are still in doubt, you can always email us at info@cheroy.nl .
Which payment options can I use?
In our online store you can choose from the following payment options:
iDEAL
Credit card (Mastercard, Visa, American Express)
PayPal
Apple Pay
Google Pay
Shop Pay
Can I use multiple discount codes with an order?
No, unfortunately this is not possible. You can use one discount code per order.
I forgot to use the discount code, can this still be settled afterwards?
No, unfortunately this is not possible. The discount code can still be used for a subsequent order, provided it is still valid.
Returns
How can I return my order?
Too bad the item isn't quite what you had in mind! You can return your order (partially) to us within 14 days of receipt. Chéroy offers a full refund when the product is returned in its original, unused condition, including packaging. This refund will be minus the actual shipping costs incurred for both shipping and return. The customer must pay any shipping and customs fees to return the product. If you want to return one of our products, please send an e-mail to return@cheroy.nl .
Have you received my return?
You will receive an email as soon as your return has been received at the warehouse. Once we have received your return, it may take up to 14 days for it to be processed. Have you not received a message from us after 14 days after sending your return? Please contact our customer service stating your order number.
What is your return address?
CHEROY
Attn. returns
Burgstraat 6
4283 GG Giessen
The Netherlands
What is the return period?
You have the right to cancel and return your order within our return period of 30 days. You can assess your purchase within this period.
Guarantee
What are the warranty conditions?
The warranty is only valid within the warranty period and if there is a well-founded complaint. The complaint is not founded in the following cases:
• Misuse or negligent maintenance
• Falls or impact wear
• Excessive wear
• Damage due to negligence
What is the warranty period?
A warranty period of 30 days applies to all items. If an item is damaged within this period or you have another complaint, please contact our customer service stating the problem and your order number. Our customer service will process your message as quickly as possible and will look for the best solution together with you.
My complaint falls outside the warranty period, what now?
Even outside the warranty period, you can still contact us with a well-founded complaint. If you can reasonably expect an item to last longer than it should, we ask you to contact our customer service immediately, stating the problem and your order number. Our customer service will process your message as soon as possible and will look for the best solution together with you!