Shipping policy
Last updated: 10-06-2026
1. Shipping
1.1 Delivery time
Delivery time consists of two parts: production time (the time needed to prepare your order) and shipping time (the time your package is in transit).
Production time, depending on the number of products ordered:
- 1 – 20 products: 2 business days
- 21 – 100 products: 7 business days
- 101 – 4,999 products: 10 business days
- 5,000+ products: 14 business days
Shipping time within the Netherlands:
- Standard shipping: approximately 4 business days
- Express shipping: 1 business day
The total delivery time is therefore the production time plus the shipping time. Different timeframes may apply for shipping to other countries; please contact us for details.
1.2 Shipping costs
Shipping costs are calculated based on the weight of your order, not the number of products. You will see the exact shipping costs when completing your order in the webshop.
1.3 Track & trace
Once your order has been shipped, you will receive a confirmation with a track&trace link that allows you to follow the status of your package.
1.4 Not delivered / returned to sender
If a package cannot be delivered by the carrier and is returned to us, we will contact you to arrange next steps.
2. Right of withdrawal (14-day cooling-off period)
2.1 Right of withdrawal
Every customer receives the same standard product under the Dejomi brand; there is no personal customization per order. This is therefore a regular purchase, and as a consumer you have the statutory right to withdraw from your order within 14 days of receipt without giving any reason (the cooling-off period).
2.2 Exception: sealed cosmetic products
For reasons of health protection and hygiene, the right of withdrawal does not apply once the seal of a product has been broken after delivery (Article 6:230p, paragraph f, of the Dutch Civil Code). You can therefore only return a product if the seal on the packaging is still intact.
2.3 How do you withdraw from your order?
Let us know within 14 days of receipt that you wish to withdraw from the agreement, via info@dejomi.com, stating your order number. Then return the product within 14 days of this notification to:
Accacialaan 8
6374 TG Landgraaf
2.4 Cost of returning the product
The cost of returning the product is at your own expense, unless we indicate otherwise.
2.5 Refund
As soon as we receive the returned product (or proof of return), we will refund the full purchase amount within 14 days. Refunds are made using the same payment method you used for the order.
3. Damaged, defective, or incorrect item
Did you receive a damaged, defective, or incorrect product? Then you are entitled to a free replacement or refund. This is separate from the right of withdrawal and follows from the statutory conformity guarantee (Articles 7:17/7:18 of the Dutch Civil Code): a product must conform to the agreement.
3.1 How do I report a problem?
Send an email to info@dejomi.com with:
- Your order number
- In case of damage: clear photos of the damaged product and the shipping box
- The address where you would like to receive a replacement product, if applicable
If you have any questions about your order, please always contact us directly. We handle your report in full.
3.2 Reporting deadline
Damaged products: report this within 14 days of delivery.
Missing/lost shipments: report this within 14 days of the expected delivery date.
If you report a problem later, we will always try to find a suitable solution, but we cannot guarantee prompt handling.
3.3 Processing time
A replacement is, in most cases, processed within 72 hours of receiving your report. If further investigation is needed (for example, in the case of a missing shipment), this may take longer. We will keep you informed.
4. Questions
Do you have questions about shipping or a return/warranty claim? Contact us:
Email: info@dejomi.com