Customer service

Do you have a question? Usually you will find the answer on this page.
Is your question not there? Then feel free to contact our customer service team

The 5 most frequently asked questions:

What time will my order be delivered?: We aim to deliver before 1:00 PM. Please note: Due to high demand, orders with a delivery date in weeks 50 and 51 may be delivered as late as 5:00 PM. If, unfortunately, no one is available to receive the cake, the delivery driver will attempt to leave it with a neighbor. If this is also not possible, the cake will be returned to the bakery, and we kindly ask you to contact our customer service as soon as possible to arrange a new delivery time.

Tip: When placing your order, provide the recipient's phone number. This allows the delivery driver to contact the recipient to ensure a successful delivery.
Can I still order before delivery today?: If you order before 5 p.m. on a workday, your order will be delivered the very next day! Of course you can choose a later delivery date. Same day delivery is unfortunately not yet possible.
How can I pay for my order?: iDEAL: all Dutch banks
Credit card: MasterCard, VISA and Amex Paypal
Afterpay: on account
Bancontact: Most popular payment method in Belgium for secure online payments
On account (after approval of your request): business through an invoice
Gift vouchers/gift cards: YourGift gift card, Toptaarten gift card, Topgeschenken.nl gift card
How do I use my voucher or discount code?: In step 3 of the ordering process you will find the button "add voucher". Here you can fill in the code and it will be directly deducted from your shopping basket.
How do I place an order?: We explain that on this page

Choose the category regarding you question:

Orders

Can I still order for delivery today?: If you order before 5 p.m. on a workday, your order will be delivered the very next day! Of course you can choose a later delivery date. Same day delivery is unfortunately not yet possible.
How do I place an order?: We explain that on this page
Can I order over the phone?: Because you also make an online payment during your order, it is not possible to give us the order by phone.
Will I remain anonymous?: Yes. The recipient will only see the text that you put on the card. Not your name and address details. Your personal information will never be given to third parties, not even to the recipient.
Do I get a confirmation?: Yes. Once you have sent your order, you will immediately receive an automatic email confirmation from us. Here you can check your order.
Can I specify a delivery time?: We aim to deliver your order before 1:00 PM.* Our delivery drivers follow a precise logistical schedule to minimize emissions. For this reason, it is not possible to select a preferred delivery time. Do you have a question about the delivery time? Please contact our customer service.

*Please note: Due to high demand, orders with a delivery date in weeks 50 and 51 may be delivered as late as 5:00 PM.

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Delivery

What time will my order be delivered?: We aim to deliver before 1:00 PM. Please note: Due to high demand, orders with a delivery date in weeks 50 and 51 may be delivered as late as 5:00 PM. If, unfortunately, no one is available to receive the cake, the delivery driver will attempt to leave it with a neighbor. If this is also not possible, the cake will be returned to the bakery, and we kindly ask you to contact our customer service as soon as possible to arrange a new delivery time.

Tip: When placing your order, provide the recipient's phone number. This allows the delivery driver to contact the recipient to ensure a successful one-time delivery
What if the recipient is not at home?: If the recipient is not home upon delivery, there are a number of options the delivery person can take: The delivery person takes the order back and will make another delivery attempt at a later time. The delivery person will drop the order off at one of the adjacent neighbors and leave a bill with the recipient. The delivery person will leave a bill requesting that they contact the local bakery for a new appointment.
What are the delivery charges?: The delivery charges for the whole of the Netherlands are € 5.95 per address regardless of the number of cakes.
Where can I see the delivery status?: We work with local bakers. The delivery status of your order is therefore unfortunately not visible online. Of course we can inquire for you with the baker,
Do you deliver abroad?: We only work with Dutch local bakers therefore delivery abroad is not possible.
What days do you deliver?: We deliver 6 days a week, from Monday to Saturday.
Can I deliver to a hospital, hotel or campsite?: Yes, you can. It is important to give as much information as possible such as department, room number, (maiden)name, place of residence etc. Also a mobile phone number of the recipient can sometimes be useful to get the order to the right place.

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Changing & canceling

Can I still change my order?: Changing your order is no problem, provided your order has not yet been processed. Please contact the customer service as soon as possible.
Can I cancel my order?: Canceling your order is no problem, provided that your order has not yet been processed. Please contact the customer service as soon as possible.

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Payment and vouchers

How can I pay for my order?: iDEAL: all Dutch banks
Credit card: MasterCard, VISA and Amex Paypal
Afterpay: on account
Bancontact: Most popular payment method in Belgium for secure online payments
On account (after approval of your request): business through an invoice
Gift vouchers/gift cards: YourGift gift card, Topgeschenken.nl gift card
How do I use my voucher or discount code?: In step 3 of the ordering process you will find the button "add voucher". Here you can fill in the code and it will be directly calculated in your shopping cart.
How do I pay with a gift certificate or gift card?: A gift certificate (gift card) is a payment method and you can recognize it by the long number (13 to 19 digits) and a corresponding scratch or pin code. When completing the order, choose your type of gift card under the payment method. We accept VVV giftcards, YourGiftcard and Webshop giftcards.
What if I do not have enough balance on my Gift Certificate or Gift Card?: If there is a shortage of funds on the gift card, you can pay the balance through another payment method. You will automatically be given the option to do so. If you do not pay the balance, your order will automatically be cancelled and the balance will be refunded to your gift card within 2 hours.
What is the difference between a voucher and a gift card?: A voucher code gives you a discount on your order. You already fill it in during the ordering process. A gift card is a payment method, you use it at the end of your order to pay.
Can I use multiple vouchers or gift cards?: You can use a maximum of 1 voucher (gift card) per order. Gift cards are a payment method and you can use several of them during the payment process.
Can I pay safely?: If you are going to checkout an order, this always takes place in a secure environment through our payment provider. You can therefore safely checkout.
Can I pay afterwards?: Yes, you can both as an individual (via Afterpay) and as a business (on account, after approval of your application) pay afterwards. You will receive a payment request (an invoice) by email after your order is delivered.

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Business

What are the benefits of a business account?: ✔Super fast in just a few clicks
✔Place an order
✔Multiple users
✔One collective invoice for all your orders;
✔No minimum order quantities!
How do I order for business?: Create a business account in just a few steps.
Can I order on account?: When a business account is created you will be able to order on account after approval of your application.
I want to order a large quantity, how do I request a quote?: Please use our quotation form on this page.
Information about VAT: At the top of the page you can choose whether you want to see the prices inclusive or exclusive of VAT. There are several different VAT rates and Topgeschenken Nederland BV is also VAT registered in Belgium.
VAT nr Netherlands: NL818503051B01
VAT nr Belgium: BE0841922485

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Service and warranty

How do I file a complaint?: We process thousands of orders every day with the utmost care. Nevertheless, sometimes something goes wrong. Did something go wrong with your order? Please contact us by phone, chat or by e-mail at [email protected] and we will try to find a fitting solution as soon as possible. After sending an e-mail, you can expect an answer within 24 hours on weekdays.
Returns and right of withdrawal: On fruit, the right of withdrawal is excluded due to the limited shelf life of these products. On all other articles the right of withdrawal is applicable. This means that you can return your received products without giving any reason. You must do this within 14 days of receipt of the goods to make known to our customer service. Then you have 14 days to return the products. You may also return your products without prior notice within 14 days of receipt as long as you include a notice of your desire to revoke. Please do this as much as possible in the original packaging to the sender indicated on the package. You will receive the amount paid by you including the standard delivery charges for the return shipment back to your account as soon as possible but no later than 14 days after your revocation. We will pay you back with the same means of payment as you used for the original transaction. Unless you have expressly agreed otherwise; in any event, no fees will be charged for such a refund. We may wait to refund you until we have received the goods back or you have provided evidence of having returned the goods, whichever is sooner. The cost of returning the goods is at your own expense. If it appears that you have damaged the products a charge may be made. Model withdrawal form (complete and return this form only if you wish to withdraw from the contract)
a. To: [ Entrepreneur's name] [ Entrepreneur's geographical address] [ Entrepreneur's fax number, if available] [ Entrepreneur's e-mail address or electronic address]
b. I/We* hereby inform* you that I/We* withdraw from our contract concerning the sale of the following products: [product designation]* the provision of the following digital content: [digital content designation]* the provision of the following service: [service designation]*, I/We* withdraw/revoke*
c. Ordered on*/received on* [date of order for services or date of receipt for products].
d. [Name of consumer(s)]
e. [Address consumer(s)]
f. [Signature consumer(s)] (only when this form is submitted on paper)
* Strike out what does not apply or fill in what applies.

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Privacy and general questions

How do you handle my data?: We only store and use personal data that is provided directly by you, in the context of the service you have requested, or which it is clear at the time of submission that it will be provided to us for processing. Read all about your privacy in our Privacy Statement.
Are you affiliated with a quality mark?: We are ISO 27001 (Information security) certified.
Can I see my data or have it removed?: For questions about our privacy policy or questions about access to and changes in (or deletion of) your personal data you can contact us at any time using the information below. Please mail to [email protected]. Please also see our Privacy Statement.

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