Returns & Refunds

Who we are

Melly's Cookiebar (Melly's BV) is a family business in Amsterdam, the Netherlands, operating the webshop you have ordered from. You can reach us at Nieuwezijds Voorburgwal 137, 1012 RJ Amsterdam, by email at info@mellyscookiebar.nl or by phone at +31 20 423 4797.

Our company, Melly's BV, is registered with the Dutch Chamber of Commerce (KvK) under number 96080442 and our VAT (BTW) number is NL867460878B01.

These terms are governed by Dutch law and apply to every order placed through the webshop.

Return window: 14 days

We accept returns within 14 days of the day you received your order. After this period we are no longer able to accept a return.

Only items that are unused and undamaged are eligible for return, in their original condition and packaging.

Please note the important exception below: food products cannot be returned, and most of what we sell is food.

Food products cannot be returned

For hygiene and food-safety reasons, food products cannot be returned. This includes our stroopwafels, cookies, alfajores, dulce de leche, yerba mate, coffee and any other edible item, as well as gift tins and boxes that contain food.

Once a food product has left our care we cannot guarantee how it has been stored or handled, so we are unable to accept it back or resell it.

Only non-food, unused and undamaged items (for example an empty gift tin sold separately) may qualify for a return under the conditions on this page.

Made-to-order cakes

Our cakes are made to order and are available for pickup only. Because each cake is prepared specifically for you, made-to-order cakes are non-refundable and cannot be returned.

If something is wrong with your cake at pickup, please tell us right away so we can look at it together and find a suitable solution.

How to start a return

To start a return for an eligible item, email us at info@mellyscookiebar.nl within 14 days of receiving your order. Please include your order number and let us know which item you would like to return and why.

We will confirm whether the item qualifies and send you the return instructions. Please do not send anything back before you have received our confirmation.

You are responsible for the return shipment until it reaches us, so we recommend using a trackable shipping method.

Refunds

Once we receive and inspect your returned item, we will let you know whether the refund is approved. Approved refunds are issued to your original payment method within a few business days after inspection.

Refunds are processed through Mollie, our payment provider, to the same method you used at checkout (iDEAL, credit or debit card, or PayPal). The time it takes to appear on your statement depends on your bank or card issuer.

Shipping costs are not refundable. This applies to both the original shipping cost of your order and the cost of returning the item to us.

Damaged or incorrect orders

If your order arrives damaged, or if you received the wrong item, please contact us promptly at info@mellyscookiebar.nl. Include your order number and clear photos of the product and the packaging.

With this information we can assess what happened and offer you a suitable solution, such as a replacement or a refund.

Reaching out quickly, ideally within a few days of delivery, helps us resolve the issue and, where relevant, follow up with the carrier.

Right of withdrawal and exemptions

Under the EU Consumer Rights Directive, consumers normally have a 14-day right of withdrawal (herroepingsrecht) for online purchases. However, this right does not apply to all products.

Perishable goods and goods that can spoil quickly, as well as goods made to your specifications or clearly personalised, are exempt from the right of withdrawal under Dutch law (article 6:230p of the Dutch Civil Code, Burgerlijk Wetboek).

Because our food products are perishable and our cakes are made to order, most of our products are exempt from the right of withdrawal. The 14-day return window and conditions described above are what apply to your purchase.

Questions and dispute resolution

If you have any questions about a return or refund, contact us at info@mellyscookiebar.nl or +31 20 423 4797 and we will do our best to help.

If we cannot resolve a dispute together, you can submit it to the European Online Dispute Resolution (ODR) platform at ec.europa.eu/consumers/odr.

This policy is governed by Dutch law. Nothing in this policy affects your mandatory statutory rights as a consumer.