FAQ

These are some of our most frequently asked questions – if you have any other questions you would like answered, please email us at info@entertheloft.com

Can I return an item?

We gladly accept returns within 14 business days of the delivery date. Items returned to us must be in original, re-sellable condition. After letting us know you are returning an item we will refund the money within 14 days. Unfortunately these conditions are not applicable to the MTM and MTO products, these products are especially made for you and cannot be returned.

In order to qualify for a return you must contact us at shop@entertheloft.com so that we can give you specific instructions regarding your return. We will also provide you with an authorization number to be included in your shipment. Shipping fees for returned items are the responsibility of the customer.

How do I return an item?

To return a product use the following steps:

  1. Contact us by email at shop@entertheloft.com within 5 business days of receiving the parcel. Include your name, address and the order number. Your will then receive an e-mail with shipping details.
  2. Pack all items with your invoice in their original packaging. Ensure that the packaging is secured, as we will not be able to make a refund for items damaged in return transit.
  3. Ship all items to the shipping address which your received in the e-mail mentioned above.
  4. We are not liable for lost return parcels. Therefore we recommend that you obtain a Certificate of Posting in case the parcel fails to reach us. Moreover, we advise you to insure the package in case it is damaged during transport.
  5. Once received, we will inspect the goods and if their condition matches our requirements (that is: “as new, unused and in their original packaging”), refund will be made within 14 business days. We will send you an email confirming your exchange or refund.
  6. Please note that any shipping costs will be covered by you.
What happens if I don’t pick up the parcel from my local post office or courier?

In that case, the parcel is automatically shipped back to us and you are responsible for covering the cost of the return shipping.

Do you ship internationally?

That depends on the product. Most products can be shipped within Europe. Outside Europe we can only ship items with can be sent as packages. Contact us at shop@entertheloft.com about a specific product to see if we can ship to you.

How much does shipping cost?

The cost of shipping depends on the destination, shipping option and weight of the parcel. The shipping cost will be calculated at checkout.

How long will I be waiting for my order?

The delivery time is variable per product. Many products in our shop are only made after an order is placed and can’t be shipped immediately. For this reason, once the payment is received, it takes up to 10 weeks for us to send the package from our warehouse. To calculate the delivery time for your destination, please refer to Shipping Information.

Can I modify my order once it’s placed and paid for?

Adding items to order, changing delivery address and other modifications can be made within 24 hours of order confirmation online. Please contact us by email at shop@entertheloft.com or call +31 (0) 20 777 000 4.

Can I cancel my order once it’s placed and paid for?

Cancellation of orders can be made within 24 hours of order confirmation online. A later cancellation is not possible, since we start working on your order as soon as possible and once this time has passed the work may well be in progress.

What modes of payment do you accept?

Payments can be made via iDEAL(NL), VISA, MasterCard and Maestro (credit and debit cards are accepted) or bank transfer. Please select your preferred payment option at checkout.

Do you offer gift cards?

No we do not. Sorry.

How can I contact you?

For shop related questions you can email us at shop@entertheloft.com. For all other questions please use info@entertheloft.com. You can also call us on +31 (0) 20 777 000 4. We speak Dutch and English.

These are some of our most frequently asked questions – if you have any other questions you would like answered, please email us.