Refund policy

RETURNS & REFUNDS

You can cancel your order within 14 days of receiving it, without giving a reason. Let us know at webshop@shillamarket.com or use our withdrawal form. You then have 14 days to send the products back.

What you can return
Products that are unopened and still sealed, in their original packaging. You may handle a product as you would in a shop to see what it is; if it is handled beyond that and loses value, we may deduct that from your refund.

What you cannot return, by law

  • food, drinks and alcoholic beverages that have been opened or unsealed, for health and hygiene reasons
  • beauty and personal care products that have been opened or unsealed
  • fresh and frozen products, and other goods that spoil quickly by nature
  • products whose best-before date is within 30 days of delivery — shown on the product page before you order

This does not affect your rights if a product arrives damaged or incorrect, or does not match its description.

Return shipping
Return shipping is at your own cost — around €7 per parcel within the Netherlands, more from other countries.

Your refund
We refund within 14 days of hearing from you, using the payment method you paid with. If you cancel your whole order we also refund the standard delivery cost you paid; if you keep part of the order, the delivery cost is not refunded. We may wait to pay until we have the products back, or until you have shown us they are on their way.

Parcels that come back to us
If a parcel returns to us because it was not collected in time, was refused, or the delivery address was wrong, we deduct the carrier’s actual return cost from your refund. If you would like the order sent again, new shipping charges apply. If it came back because of our mistake or the carrier’s, you pay nothing.

Something wrong with your order?
Email webshop@shillamarket.com with your order number and a photo — ideally within 48 hours so we can trace the batch, but your legal rights apply whenever you contact us. Depending on the problem we will send a replacement, refund you, or agree another solution with you.

Shilla Market — Gelderlandplein 187, 1082 LW Amsterdam, Netherlands · webshop@shillamarket.com
Withdrawal form: shillamarket.com/pages/withdrawal-form