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Contact Us

20635 Abbey Woods Ct, Frankfort, IL 60423, USA

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Frequently Asked Question

  • Should I place my order online or should I mail in my order?
    All purchases should be online only. Its faster, easier, secure, and guarantees you will receive a prompt receipt and confirmation of your order.
  • Do you ship internationally?
    Yes, we ship internationally to most countries. There are a few exceptions.
  • Do you accept credit cards?
  • Can I cancel my order?
    If your order has not yet been picked and packed, you certainly can! If you need to cancel your order, please contact us immediately through contact page with the subject title “CANCEL. All cancellation enquiries must be sent through before 8am on the business day following the date your order was placed – otherwise your order would have already been picked and packed and we are unable to cancel your order for you.
  • Can I ask for changes to my order?
    We will do our best to make any changes to your order before dispatch. Please contact us within 1 hour of placing your order to ensure we can update an item or postal address (This excludes weekends, we will reply to your emails first available opportunity on Monday morning). Delays which include but is not limited to peak periods, such as public holidays and sale periods may prevent us from making amendments on time.
  • Can I buy/pick up items from your warehouse?
    Unfortunately, as we are an online retailer you will not be able to pick your order up in person or come in to try items on as we do not have the facilities.
  • Will my information be shared with third parties?
    Absolutely not! We only use your information to process your order properly and update you on current specials or new items at your email address.
  • Will I have to pay import duties if I'm ordering internationally?
    All orders are shipped without extra duties, VAT, and taxes. You will have to pay for these upon delivery. Van Der Velde is not able to adjust the cost for these additional fees.
  • What if my package is lost or stolen?
    We are not responsible for any lost or stolen items once shipped to the provided shipping address that was provided at checkout.
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