Frequiently asked questions
Online store – payment
Check out fails
If you have problems with paying in our webshop, check if there is a malfunction with your bank. If this is not the case, try paying again after a while. If you continue to experience problems, please contact us.
How can I pay?
In our online store you can pay with iDEAL, Maestro, Mastercard, Bancontact, PayPal, Visa en VPAY.
If you want to return an item that you have paid with a gift voucher, you will receive the part that you paid with the voucher back as a gift voucher. What you have paid extra yourself, you get back on your bank account.
Online store – Purchasing
I have not received a confirmation / invoice for my order
Sometimes it can take a while before you get the confirmation. Also look in your spam folder, maybe the mail has ended up there. If the confirmation is not received within 2 hours, please feel free to call our warehouse during business hours at +31 (0)85 4868400 (mon – fri, 08:30 – 17:00)
Can I track my order?
If your order is shipped you will receive a code by e-mail, you can use to follow your order.
Can I cancel my order?
When you place an order in our webshop and you have paid, the order will be automatically processed. In some cases you can cancel your order. To do so, please call our warehouse during business hours at +31 (0)85 4868400 (mon – fri, 08:30 – 17:00)
Online store – Shipping and delivery
What are the shipping costs?
Within the Netherlands: free shipping on orders over €30,-. For smaller orders we charge a shipping contribution of €2,95.
To Belgium and Germany we offer free shipping for orders over €50,-. For smaller orders we charge a shipping contribution of €4,95.
When will my order be delivered?
In most cases, if you have ordered before 16.00, the packages will be delivered the next day. Please take a look at our Shipping and Delivery page for more information.
I have received a wrong item
Is there something wrong with your order? Then you can return the package to us free of charge. Please indicate on the return form that you have received the wrong item and we will ensure that you receive the correct product. Read more about it on the return page.
I have not received my order yet
When your order is shipped you will receive a code from us to follow your package. Consult this code to see where your package is. Maybe it was delivered to the neighbors, or the deliverer comes back at a different time. Does the code not work, or do you need help? Please contact us.
Online store – Returning a product
How can I return a product?
In your order there is a form included with the explanation about returning products and the return form. All explanations and this form can also be found on the page about returning articles.
When do I get my refund?
When you have paid for your order with a gift voucher, you will receive the part you paid with the voucher back as a gift voucher. What you have paid extra yourself, you get back on your account.
How long is the warranty on Spikes & Sparrow products?
We are proud of our low number of warranty claims. Spikes & Sparrow products are handmade and so, despite our regular checks, defects or mistakes may still sometimes occur. You can expect that our products are of good quality, which is why we give a 2 year warranty on all our products after the purchase date as stated on the receipt. Proof of purchase (receipt) is required when a product needs repair service under the warranty.
In principle we will repair the bag. In exceptional cases we will replace or refund the bag.
This warranty gives the buyer the right to repairs due to defective parts or workmanship, when used normally. Normal wear and tear, such as scratches or small damages, wear of the zippers and the smoothing or stretching of the leather are not covered by the warranty as this wear and tear is part of a leather product.
My Spikes & Sparrow bag is broken. What now?
If your Spikes & Sparrow product is defective or broken within the warranty period of 2 years, we advise you to go back to the store or webshop where you bought the bag. If the defect and the bag are covered by the warranty, the store will provide you with a solution together with us. In principle the bag will be repaired. In exceptional cases it will be replaced or refunded.
Did you but the bag in our webshop? Then you can send the bag to us. But please read the page about repairs first.
Make sure you always have the receipt of the product.