Shipping and delivery
Do you have a question about the shipping or delivery of your order? You will find the frequently asked questions below. Is your question not answered on this page? Feel free to contact our Consumer Care Department, we are glad to help you!
At ten Cate, the costs to prepare for shipping and for transport and delivery of your order are €4.95. For orders of €20 or more, no costs are charged and shipping your order is free.
Orders placed before 10:00 (10 am) will be delivered the next day. Orders placed after 10:00 (10 am) will take one day longer to be delivered. However, this does not apply to orders that have been placed during the weekend. Orders placed on Friday after 10:00 (10 am), or on a Saturday or Sunday, will be delivered on Tuesday.
All our parcels are delivered to your home address (or an alternative delivery address) by PostNL.
You can track your parcel after it has left our warehouse. The shipping confirmation email will state the Track & Trace code. This code can be used to track your parcel on the PostNL website.
It has been two days and we have still not sent you a shipping confirmation? Please contact our consumer care department. We are glad to help you. Please take into account that no parcels are sent during the weekend.
You were out when the parcel was to be delivered? No worries! Please check your letter box for an ‘unable to deliver’ notification from PostNL. The parcel may have been left with your neighbours, or the delivery man may have scheduled a new delivery slot. If this is not the case, please contact our consumer care department. We are glad to help you.
If you have not received your parcel when you expected to, please check the following information before you contact the consumer care department:1) Track and trace code of the parcel The delivery time slot may have been changed. You can check this by using the track & trace code we have sent you in the shipping confirmation mail. 2) Delivery addressDid you enter the correct delivery address? You can check the address through your personal ten Cate account, or in the emails we have sent you. If the delivery address you have entered is incorrect, please contact our consumer care department. We are glad to help you. 3) ‘Unable to deliver’ notification from PostNLCheck your letterbox to see if PostNL left an ‘unable to deliver’ notification. The parcel may have been left with your neighbours, or the delivery man may have scheduled a new delivery slot.
At the moment, orders can only be placed from within the Netherlands and Belgium. Orders can also only be delivered in the Netherlands and Belgium. We are currently working on expanding our delivery area.
We may accidentally have sent you an item in the wrong size or colour. If this has happened, it is best to immediately return the item and check the website to see if the right item is still available. If available, we recommend ordering the item immediately. Then please contact our consumer care department to ensure you will not have to pay for shipping twice. Unfortunately - and due to technical reasons - the consumer care department cannot replace or refund items or place a new order for you.
If one or several items have not been delivered, please contact our consumer care department, they are glad to help you.