Shipping policy
shipping
free shipping when you buy 2 jars.
we ship to the netherlands, belgium, germany and france. every order is packed and sent from our warehouse in the netherlands.
| destination | carrier | delivery | 1 jar | 2+ jars |
|---|---|---|---|---|
| netherlands | dhl parcel | 1–2 business days | €7.95 | free |
| belgium | bpost | 2–3 business days | €8.95 | free |
| germany | deutsche post | 2–4 business days | €10.95 | free |
| france | dpd | 2–4 business days | €17.95 | free |
free shipping applies to every order over €55, including orders with a discount code. [all prices include vat.]
orders placed before [14:00] on a business day ship the same day. orders placed after that, or on weekends and public holidays, ship the next business day. delivery times are estimates and start from dispatch.
you’ll get an email with your tracking link as soon as your order leaves our warehouse.
we don’t ship outside these four countries yet. sign up to our newsletter to hear when that changes.
returns
changed your mind?
you can return any unopened, sealed jar within 14 days of delivery for a full refund. no reason needed.
how to return
- go to our returns portal and enter your order details.
- you’ll get a dpd return label. print it and attach it to your parcel.
- drop the parcel off at any dpd pickup point.
return shipping costs [are deducted from your refund / are on us].
returns come back to our warehouse:
understory returns
c/o e-fulfilment shop
schillingstraat 7
2988 ct ridderkerk
the netherlands
please only send returns to this address after you’ve registered them in the portal. parcels we can’t match to a registered return may take longer to process.
your refund
once your return arrives at our warehouse, we’ll refund the product price and your original standard shipping cost to your original payment method within 14 days.
opened jars
for hygiene and safety reasons, we can’t accept returns of jars that have been opened or unsealed, unless the product is faulty.
damaged or faulty?
if your order arrives damaged, or something isn’t right with the masque, email us within 7 days of delivery at hello@under-story.eu. include your order number and a photo. we’ll send a replacement or give you a full refund, and you won’t pay anything for return shipping.
questions?
we’re happy to help: [hello@under-story.eu]