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Delivery and delivery times

Customer service

Please note: Longer processing times

Due to the high volume of orders during our Black Friday Deals, processing and shipping may take a little longer than usual. We're doing our best to get your order to you as soon as possible. Thank you for your patience and understanding.

Accessories and small furniture are delivered with PostNL or DHL. Your order can be tracked via Track & Trace. We deliver furniture via our carrier. You will receive an email with the expected delivery week, after which the carrier will contact you to schedule a delivery time. Are you not at home at the agreed time of delivery? Then the delivery costs of the second delivery are for your own account. Do you receive a request to schedule a delivery appointment after your order? Then the delivery must take place within three weeks. Is the delivery appointment scheduled for later than three weeks? Then we are forced to charge the storage costs of your order. Please ask us about the current rates.

With an order from €50,- the delivery costs of a standard delivery are for our account (with the exception of the Wadden Islands). Standard delivery means: packages sent by post or standard home delivery, right up to the front door. This does not include mounting. For medium-sized and large packages with extra service (such as assembly), we will call on a transport company with whom we work together closely. The costs for this delivery differ per service, please contact us for more information. This extra service is not included with an online purchase.

The order will be delivered to the ground floor free of charge. Do you not live on the ground floor? Mention it with your order and note the floor in the comments field. Is a moving lift necessary? Please contact our customer service via klantenservice@hay.nl. Are you not at home at the agreed time of delivery? Then the delivery costs of the second delivery are for your own account. Please note that it is your responsibility to check that the package will fit through doors and stairs before placing an order. If the package does not fit through the door or stairwell, additional charges may apply. Please state this clearly with your order.

You will receive an email from us with the estimated delivery time. Note: this is an estimated week. The product can be delivered earlier or later. We will always inform you of this. Would you like to have more information about the delivery time before purchasing a product? Please contact our customer service.

Have you ordered accessories? Please contact our customer service. Unfortunately, it is not possible to pick up (small) furniture in the store.

If you have already made a delivery appointment with the carrier, it is not possible to change it. In this case, the appointment must be cancelled, after which a new appointment will have to be made.