Most frequently asked questions online orders

Snow delay at PostNL and DHL
Due to heavy snowfall your package may arrive later than indicated. The delivery will continue for now, but keep in mind that the expected delivery time can be changed. This means that you may receive your package later in the day or the next day.

I have placed an order, but I didn't heard from it yet?
Due to the enormous amount of work at the web shop, we are doing our very best to process all orders as quickly as possible. If you have received a confirmation of your order, we will pack it as soon as possible.

I have placed an order, when can I expect my order?
Due to the busy times at the webshop and the current weather conditions, it may take 5 to 10 working days before the package is delivered.

Did you place an order, but did not receive a confirmation?
Please check your spam inbox. The email confirmation can sometimes end up in this inbox. Is it not? Please contact us.

My package is registered with PostNL, but I cannot track my package yet?
When your order is prepared for shipment, we register the package with PostNL or DHL. This means it is ready to be picked up by one of our delivery services.
It is also possible that the parcel is picked up at our shop, but has not been scanned yet due to the busy schedule of the delivery service.

How do I know my package is on its way?
You will receive a confirmation e-mail that your package is on its way.

According to Track & Trace my package has been delivered, but I have not received anything yet?
It may be that the deliverer already scans all parcels before he goes out to deliver them. We recommend that you wait until the end of the day. In most cases the package will be delivered on the same day.

My order has been stuck in the sorting center for a while. Is my order still coming?
Due to the busy schedule of the delivery service, it takes a little longer for the parcel to leave the sorting center. Keep a close eye on your track&trace code. Is there after five days no new update of your order via track & trace? Then please contact us.

I have received the wrong product. What should I do now?
Report your return via returnform.com/hayonlinewinkel and choose the option "wrong product received". If you have registered your product via the returns portal, we will receive a notification and look into your request.

My product was delivered damaged. What should I do now?
Register your product via returnform.com/hayonlinewinkel. Fill in the order number and your e-mail address and choose the option "product is damaged". Also add a picture of the damaged product. Once you have registered your product, we will receive a notification and look into your request.

I want to return my furniture (side table, chair, table). What should I do now?
Report your return via returnform.com/hayonlinewinkel. Once you have registered your return, we will look at your request. In most cases we will contact you to schedule a pickup appointment. The cost of the pickup appointment is for your own account. It is not possible to return furniture and rugs in the store.

I want to return my product in the store. Is that possible?
Send an e-mail to info@hay-amsterdam.com. Mention your order number, which product you want to return and to which store you want to return it. We will plan with you a time to return your product. The money will be refunded to your account within 14 days.

It is only possible to return accessories in the store. Furniture can be reported at returnform.com/hayonlinewinkel

I want to exchange my order in the store. Is that possible?
Send an e-mail to info@hay-amsterdam.com. Please mention your order number, which product you want to exchange, which item you would like to exchange and the store you want to exchange it with.

After your request we will check whether the product is in stock in the store. Is this the case? Then we plan with you a date and time for the exchange. If the product is not in stock in the store, we can order the product for you and we will let you know the delivery time. Do you agree? Then you can exchange the product for another item by that time.

Return policy extended 


Due Covid-19 we extend the return period. Did you order between November 23rd of 2020 and March 2nd of 2021? It is possible to return your order until March 31st of 2021.