Frequently Asked Questions
Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us at info@sweetstreets.nl. We’re always here to help!
How do I contact customer service?
You can reach our customer service team by emailing us at info@sweetstreets.nl. We aim to respond to all inquiries within 24 hours. Feel free to contact us if you have any questions about your order, products, or any other concerns!
Are the prices including VAT?
Yes, all listed prices are inclusive of VAT.
How do I track my order?
Once your order has been shipped, you will receive an email with tracking information. This will include a link and tracking number, allowing you to monitor your order's delivery status online. If you do not receive this email or need further assistance, feel free to contact us at info@sweetstreets.nl.
Can I cancel or modify my order or adress?
If your order has not yet been processed or shipped, you may be able to cancel or modify it. Please contact us as soon as possible at info@sweetstreets.nl with your order details, and we will do our best to accommodate your request. However, once the order has been dispatched, it cannot be modified or canceled.
Do you have a physical store?
It is not a store, but a warehouse. The adress is Braillestraat 53, 2652XV Berkel en Rodenrijs (near Rotterdam). If you want to visit the warehouse or pick up your order, please make an appointment first via info@sweetstreets.nl.
What payment methods do you accept?
We accept a variety of payment methods including iDEAL, credit cards (Visa, MasterCard, American Express), Maestro, Apple Pay, Google Pay, Shop Pay, and Union Pay.
Is my payment information secure?
Yes, we use industry-standard encryption and secure payment gateways to protect your information, ensuring a safe and private transaction every time.
How long does shipping take?
Orders placed on business days before 3:00 PM will be shipped the same day. Shipping times depend on your location and the shipping method selected at checkout. Generally, our delivery times are as follows:
- Within the Netherlands: 1-3 business days
- Within Europe: 3-7 business days
- International (outside Europe): 7-14 business days
All shipped packages come with a track-and-trace code, which you will receive via email. This allows you to easily track the status of your order. Typically, your package will be delivered on the next delivery day (Monday through Saturday). The delivery service aims to deliver within 2 business days, which is successful in almost all cases.
In rare cases, such as during busy periods or unforeseen challenges with our delivery partners, your delivery might take a bit longer. We kindly ask for your understanding and patience, as delivery speed is outside of our direct control.
If you haven't received your order within one week, please contact us through our available contact options. We will immediately investigate the status of your package and work toward finding a suitable solution for you.
What is your return policy?
At SweetStreets.nl, we are unable to accept returns on food products due to hygiene and safety reasons. However, if you receive items that have reached their expiration date, please notify us in writing within three days of delivery at info@sweetstreets.nl, and we will gladly assist you in resolving the issue.
I have an incomplete order or damaged products. What to do?
Upon receiving your order, we kindly ask that you check the contents for accuracy in terms of both the products and the quantities. If any items are missing, please notify us within 24 hours.
If a product arrives so damaged that it is no longer consumable, please contact us as soon as possible, but no later than 24 hours after receiving your order. We will work with you to find an appropriate solution.
To report a damaged product, please send a photo of the issue to info@sweetstreets.nl within 24 hours of delivery. We will address your complaint as quickly as possible. Please ensure you keep the item. We may request that you return the product to us for further inspection.
Please note, we do not offer guarantees or refunds for dented soft drink cans and broken chocolate bars or chips. It is not possible to return soft drink cans with dents or minor damages or a broken chocolate bar or bag of chips.
We take great care in packaging our products, but during the shipping process, fragile items may occasionally arrive less than perfectly.
Package delivery and liability
If you have indicated via the delivery service's app or website that your package may be delivered to a pre-determined location, please note that neither SweetStreets nor the delivery service are responsible for any loss, damage, or theft of the package once it has been left unattended at the designated location. We strongly recommend having your package delivered to your home or collecting it from one of the many available pickup points to avoid any potential risks.
Return Payment
In the event that we have mutually agreed on a refund amount, it will be processed and returned to you within 14 days of the agreement. Refunds will only be issued to the account used for the original payment.