FAQ

General

I have a question about a product.

Each product on our website has a product description that lists all specifications. If you want additional information, please contact us at hello@boldmonkey.com.

Do your products have a warranty?

You have a legal warranty on our products. This means that a product is or must do what the consumer can reasonably expect from it. For all items you buy from us, the legal warranty of at least 2 years applies.

Can I order spare parts?

Unfortunately, it is not possible to order spare parts.

How will you handle my personal information?

We will handle your personal data with the greatest of care, in accordance with the General Data Protection Regulations. Find more information in our Privacy & Cookie Policy.

If I want to see the products in real life, where can I go?

Please check our store locator to find your closest store. Please always call the store before visiting to ensure the product you want to see is available there.

Ordering

Was my order processed correctly? I did not receive an order confirmation.

If you can see your order on the My Account page, you can assume all is correct. However, you can always email us at hello@boldmonkey.com to double check.

Can I change or cancel my order?

If you’ve already placed an order, please contact our customer service team on +31 (0)88 51 16 190. Once the order is shipped, it isn’t possible to make changes.

Payment

What are the payment options?

You can pay using the following options: iDeal, PayPal, Klarna, Bancontact, KBC, Cartes Bancaires, Giropay, Sofort and creditcard.

Does the listed price include VAT?

Yes, all prices listed on our website include VAT.

Can I pay after delivery?

Yes, this is possible if you pay via Klarna.

How long does it take for you to receive my payment?

This depends on the payment option you choose. If you pay with iDeal or credit card, we will receive your payment immediately.

My payment has failed. What should I do?

Our customer service department will help you. Please contact hello@boldmonkey.com.

I lost my invoice, can I get a copy?

Of course you can. You can find your invoices in the My Account Navigate to Orders, and then Invoices. Here you can find, print or save your invoice.

Delivery

Is there a delivery fee?

This depends on the amount of your order. If the amount is higher than €50, delivery is free. Below €50 and the cost depends on the place of delivery.

When can I expect my delivery?

We will dispatch your order up to 2 working days after we receive it. Once it has been dispatched from our warehouse, you will receive a track-and-trace so you can know when to expect delivery. When you order a Limited Edition item or one that is temporarily out of stock, the estimated delivery time will be shown on our website.

When can I expect to receive my track-and-trace?

With parcel delivery you will receive a track & trace within 1 working day after placing your order. If two people are needed for delivery, you will receive an invitation by email from PostNL within 1 working day for shipping within the Benelux to make an appointment for delivery. Appointment made? You will receive a 3-hour time slot from PostNL on the day of delivery so that you can track your order. You will also be kept informed of your order via SMS.

What can I do with my track-and-trace?

With the track-and-trace you can follow your order and see the estimated delivery time.

If I order a large product, do you bring it inside my house/apartment?

In the case of a large product (for example: a couch or other product requiring two-man handling) we offer doorstep delivery. This means the product will be delivered through the first door (over the first threshold). Normally, this means the product will be placed in the hallway. In an upstairs apartment or flat without an elevator we will deliver up to the fourth floor. Doors and entrances should be big enough to deliver the products through.

Do I need to be home when my order is delivered?

IMPORTANT: We deliver at the home address that is listed when creating the order. This means there should be somebody at home when we deliver. If no one is in, the package will be delivered to a PostNL collection point that same day, or the following morning for evening deliveries. Changing delivery slot is possible using the track & trace system.

• Find your nearest collection point: postnl.nl/locatiewijzer (NL) or postnl.be/locatiewijzer (BE).
• We will of course leave a card showing a "no-one in code". You need this code for the track & trace to see where you can pick up your package. Important information: PostNL will only store your package at the collection point for one week. So please pay attention, because if you are too late collecting, your order(s) will go back to our epic centre!

Do you deliver to the Wadden Islands?

Delivery to the Wadden Islands is possible for an additional shipping cost. Please note that it is not possible to place your order on our website for Wadden Island postal codes, so please send us an e-mail with your order to hello@boldmonkey.com. We will inform you about the additional costs before we place the order for you.

Is it possible to deliver my order to a different address?

Yes, this is possible. During the ordering process you have the option of choosing an alternate address. Simply fill in your preferred delivery address in the New Address box, and your order will be delivered there.

Is it possible to deliver my order to a PO box?

No, unfortunately this is not possible.

What should I do when the delivered order is incomplete?

Please contact us on hello@boldmonkey.com within 2 working days.

Returns

How can I return my order?

Fill in the online returns form. Once we receive it we will add some information and send the form back to you. Please print the form and put the completed form in the box. This also ensures that we can pay you back faster. You will automatically receive a message from our logistics partner after we have notified the return. You will receive a return label from them. Print this and stick it on the box. Then take the box to the closest pick-up point. Please note, the return label is valid for 7 days so make sure you deliver the package on time at the collection point.

If your return is a two-man handling item, our logistic department will contact you after receiving the return form to make an appointment to pick up the item.

Of course you can also return the package without notification. Address: Daalderweg 1, 1507 DS Zaandam. In this case the shipping costs are for your own account. We prefer a notified return, this is also the fastest way to organise your refund.

When will I receive my refund after I’ve returned something?

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery, without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. However, we may wait to refund until we have received the products, or until you have proved that you have sent them to us.

On which account will I receive my money back if I return something?

The amount will always be refunded to the same account where the original payment came from. Unfortunately, it is not possible to return the refund to a different account.

Complaints

What do I do when my product is broken?

Please send an email to hello@boldmonkey.com with a picture of and information on the broken product, and we will endeavour to find a solution. If you would like to return the product, simply complete the return form.

How can I file a complaint?

Please send your complaint to hello@boldmonkey.com. Our customer service department will contact you within 3 working days and we will respond to a complaint as soon as possible but at the latest within 14 days. Please note that your complaint can be about our products or our service. 

Reviews

Where do reviews come from?

Our website displays reviews collected by Kiyoh. Kiyoh ensures that all reviews are reliable. Reliable' means that only customers who have made a purchase can post a review. No paid reviews are shown on our website and we do not remove negative reviews. A review is only not published if the language is inappropriate or if there are doubts about the authenticity of the customer who left the review.

For more information about this, please visit the following pages: https://klantenvertellen.nl/en/reliable-reviews/ and https://klantenvertellen.nl/en/terms-of-use-customer-review-system/