Question 1

How do I place an order?

Accepted Answer

Choose your kit, click ‘Add to cart’ and go to the cart to check out. You enter your details, pick a payment method and confirm. No account needed.

Question 2

Which payment methods do you accept?

Accepted Answer

You can pay securely with iDEAL, Bancontact, credit card (Visa and Mastercard), Apple Pay, and pay later with Klarna. Which options you see depends on your country.

Question 3

Can I pay with iDEAL?

Accepted Answer

Yes. iDEAL is available for customers in the Netherlands and, for most, it's the quickest and easiest way to check out.

Question 4

Can Belgian customers pay with Bancontact?

Accepted Answer

Yes. Belgian customers can pay with Bancontact. Credit card, Apple Pay and Klarna are also available.

Question 5

Can I pay later with Klarna?

Accepted Answer

Yes, at checkout you can choose Klarna to pay later. You'll see Klarna's terms during the payment process.

Question 6

Will I receive an order confirmation?

Accepted Answer

Yes. Right after your order you'll receive a confirmation email with an overview at the address you provided. Don't see it? Do check your spam or junk folder.

Question 7

Can I still change my order after placing it?

Accepted Answer

Because we process orders quickly and often ship the same day on weekdays, we can only make changes while your parcel hasn't shipped yet. So please contact us as soon as possible at support@craftiverse.nl.

Question 8

Can I still cancel my order?

Accepted Answer

As long as your order hasn't shipped, we'll try to cancel it if you contact us quickly. Already on its way or received? Then you can use your right of withdrawal and undo your purchase within 30 days.

Question 9

Where do I find my order number?

Accepted Answer

Your order number is at the top of your order confirmation email and in the shipping email. You'll need it, for example, to cancel your purchase or ask a question.

Question 10

Are the prices shown inclusive of VAT?

Accepted Answer

Yes, all prices on our site are in euros and include VAT. Any shipping costs are shown clearly before you complete your order.

Question 11

When will my order be shipped?

Accepted Answer

Order before 23:00 on weekdays and we ship your order the same day. Order later, or at the weekend or on a public holiday, and your parcel goes out on the next working day.

Question 12

What does ‘order before 23:00, shipped the same day’ mean?

Accepted Answer

It means we still ship your order the same day on weekdays if you order before 23:00. Note: shipped the same day is not the same as delivered the same day — delivery then usually takes 1 to 2 working days.

Question 13

What are the shipping costs?

Accepted Answer

Shipping is € 4.95 in the Netherlands and € 6.95 in Belgium. From € 29.95 we ship for free.

Question 14

From what amount is shipping free?

Accepted Answer

On orders from € 29.95, shipping is free — to both the Netherlands and Belgium.

Question 15

Will I receive track & trace?

Accepted Answer

Yes. As soon as your parcel is on its way, you'll receive a track & trace code by email so you can follow your order.

Question 16

Which carrier delivers my order?

Accepted Answer

Your order is delivered by our delivery partner, usually DHL. Your track & trace email shows exactly who's delivering your parcel.

Question 17

Do you also deliver to Belgium?

Accepted Answer

Yes, we deliver to the Netherlands and Belgium. For Belgium we charge € 6.95 shipping, and there too shipping is free from € 29.95.

Question 18

What should I do if my parcel is delayed?

Accepted Answer

First check your track & trace for the latest status. Is your parcel clearly taking longer than expected? Email us at support@craftiverse.nl with your order number and we'll look into it with the carrier.

Question 19

What if track & trace says the parcel was delivered, but I didn't receive anything?

Accepted Answer

First check whether the parcel was left with a neighbour or at a pickup point; this is often shown in track & trace. Still can't find it? Contact us within a few days at support@craftiverse.nl and we'll open an investigation with the carrier.

Question 20

What happens if I'm not at home?

Accepted Answer

If you're not home, the courier will often leave the parcel with a neighbour or at a nearby pickup point. Your track & trace tells you what happened to your parcel and where to collect it.

Question 21

What should I do if I entered the wrong address?

Accepted Answer

Contact us as soon as possible at support@craftiverse.nl with your order number and the correct address. As long as your parcel hasn't shipped, we're happy to update the address for you.

Question 22

How many days do I have to change my mind?

Accepted Answer

You have a 30-day cooling-off period — more generous than the statutory 14 days. It starts the day after you receive your order.

Question 23

How do I cancel my purchase online?

Accepted Answer

Go to our cancellation page, enter your details and order number, and indicate whether you want to cancel the whole order or specific items. No account needed. After submitting, you'll receive an immediate confirmation with the return instructions.

Question 24

Do I have to give a reason?

Accepted Answer

No. You don't need to give a reason to cancel your purchase. Happy to share why anyway? That's welcome as optional feedback, but it's not required.

Question 25

Can I return just one item from an order?

Accepted Answer

Yes. When cancelling you can choose a partial cancellation and specify exactly which items and quantities you'd like to return.

Question 26

Within what period do I have to send my return?

Accepted Answer

After you've notified us of your cancellation, you have another 14 days to return the product to our returns address.

Question 27

What is the returns address?

Accepted Answer

Send your return to: Craftiverse Retouren, Bosbeemd 3, 5741 TR Beek en Donk, the Netherlands. This is our fulfilment centre's address for returns, not our visiting address.

Question 28

Are return costs at my own expense?

Accepted Answer

Yes, the cost of returning is at your own expense, unless we agree otherwise beforehand or the product was faulty.

Question 29

What conditions must a return meet?

Accepted Answer

During the cooling-off period, handle the product and packaging with care. You may unpack and inspect everything as you would in a shop. Kits whose consumables (such as paint, glitter or clay) have already been used cannot, unfortunately, be taken back.

Question 30

May I open the packaging?

Accepted Answer

Yes, you may open the packaging and inspect the product. Do so carefully, so you can return it neatly if you decide to cancel.

Question 31

How far may I try a product out?

Accepted Answer

You may inspect and assess the product as you would in a shop. Use it further — for example by using consumables — and we may offset any loss of value against your refund.

Question 32

When will I receive my refund?

Accepted Answer

We'll refund you within 14 days of your cancellation, provided we've received the product back or you've shown that you've returned it. The refund goes via the same payment method you used.

Question 33

Are the original shipping costs refunded?

Accepted Answer

Yes. For a full cancellation we refund the standard shipping costs of your order alongside the purchase amount. The cost of returning is at your own expense.

Question 34

Can I exchange a product?

Accepted Answer

Would you like a different product? Register your current order for cancellation and place a new order for the item you want. That way you're sure to have the right product quickly.

Question 35

What happens if a return arrives damaged or incomplete?

Accepted Answer

If a return reaches us damaged or incomplete, we may offset the loss of value against your refund. So pack your return well, ideally in the original packaging.

Question 36

What ages are the products suitable for?

Accepted Answer

Our kits are designed for children of roughly 5 to 10 years. Each product has a specific age guide, so you can easily choose the right kit.

Question 37

Are Craftiverse products safety tested?

Accepted Answer

Yes. Our products meet the European toy safety standard EN71 and are carefully tested. Glitter tattoos are skin-friendly and dermatologically tested.

Question 38

What does EN71 mean?

Accepted Answer

EN71 is the European safety standard for toys. Products that meet it are tested for, among other things, safe materials. Our kits meet this standard.

Question 39

Is adult supervision needed?

Accepted Answer

We recommend an adult watches or helps, especially with younger children. That way crafting isn't just safer, but extra fun to do together.

Question 40

What should I do in case of an allergic reaction or skin irritation?

Accepted Answer

Our glitter tattoos are skin-friendly and dermatologically tested, but every skin is different. Does your child get irritation anyway? Stop using it, rinse the skin with lukewarm water and consult a doctor if symptoms persist.

Question 41

Are the materials washable?

Accepted Answer

Many of our materials wash off with water. Glitter tattoos, for example, come off with a little baby oil or water. Each kit's guide explains how best to go about it.

Question 42

Are all the materials needed in the box?

Accepted Answer

Yes. Every Craftiverse kit contains everything you need to start straight away, including a clear guide. You can read exactly what's in the kit on the product page.

Question 43

Where do I find the guide?

Accepted Answer

The guide is in the box. You'll also find extra step-by-step guidance in the Craftiverse Academy via the QR code on the packaging.

Question 44

How do I use the QR code and online guidance?

Accepted Answer

Scan the QR code on the packaging with your phone or tablet camera. You'll land on the Craftiverse Academy with clear step-by-step guidance. We're also working on video tutorials that will appear there soon.

Question 45

What if a part is missing?

Accepted Answer

How annoying! Report it via our warranty page or email support@craftiverse.nl with your order number and a photo. We'll send the missing part free of charge.

Question 46

What if the product arrives damaged?

Accepted Answer

Did your order arrive damaged? Report it as soon as possible via our warranty page or email support@craftiverse.nl with a photo of the product and the packaging. We'll sort it out for you free of charge.

Question 47

What warranty do I have?

Accepted Answer

You're entitled to the statutory warranty (conformity): your product must do what you may reasonably expect of it. There's no fixed warranty term; what matters is the lifespan you may expect given the nature and price of the product.

Question 48

What is the statutory warranty?

Accepted Answer

The statutory warranty means a product must meet what you may reasonably expect of it. In the Netherlands, a defect that appears within one year of delivery is presumed to have been present at delivery. For customers in Belgium, a two-year statutory warranty applies. These rights are not limited by our additional terms.

Question 49

How do I report a faulty or incomplete product?

Accepted Answer

Go to our warranty page and fill in the form, or email support@craftiverse.nl. Include your order number and describe the problem, and we'll sort it out as quickly as possible.

Question 50

What photos or details are needed?

Accepted Answer

Helpful are: your name, email address, order number, which product it concerns and a short description of the problem. One or two clear photos help us assess your report quickly.

Question 51

What solution can Craftiverse offer?

Accepted Answer

Depending on the situation we send missing parts, replace the product, or arrange a refund. We'll look at the best solution together with you.

Question 52

How do I file a complaint?

Accepted Answer

Have a complaint about a product or our service? Email us at support@craftiverse.nl. We take every complaint seriously and will look for a good solution together with you.

Question 53

Within what time will I receive a reply?

Accepted Answer

We usually respond to your question or complaint within one working day. During busy periods it may take a little longer, but we never keep you waiting long.

Question 54

What can I do if we can't resolve it together?

Accepted Answer

If we can't resolve it together, you can submit your complaint via the European Commission's ODR platform. Of course, we're happy to work towards a good solution.

Question 55

Do I need an account to order?

Accepted Answer

No. You can order at Craftiverse without creating an account. You don't need an account to cancel an order either.

Question 56

How do I change my details?

Accepted Answer

Want to update details of a current order, such as your address? Email us as soon as possible at support@craftiverse.nl with your order number and we'll update it where possible.

Question 57

How are my personal details used?

Accepted Answer

We only use your details to process your order and to serve you. Our privacy policy explains exactly which details we process and why.

Question 58

How do I unsubscribe from newsletters?

Accepted Answer

There's an unsubscribe link at the bottom of every newsletter. One click and you'll no longer receive newsletters from us.

Question 59

How do I get in touch?

Accepted Answer

You can reach us via the contact form on our contact page or by emailing support@craftiverse.nl. We're happy to help.

Question 60

What are customer service response times?

Accepted Answer

We usually respond to your message within one working day. Email us at the weekend or on a public holiday, and you'll hear from us on the next working day.

How can we help?

Frequently asked questions

Shipping & delivery

Returns

Cancel an order

Warranty

Contact

Frequently asked questions

Ordering and payment

Shipping and delivery

Returns and cancellations

Products and safety

Warranty and complaints

Account, privacy and contact

Shipping & delivery

Returns & cancellations

Handy links

Still have questions? We're happy to help