FREQUENTLY ASKED QUESTIONS

Why can't I order more pieces of my favourite item?

If you can only order a limited number of pieces, that unfortunately means those are all we have in stock at that moment. Do you want to order more? Chances are they are well underway to us from their tropical hometowns and are arriving in Leiden soon. Please let us know and we will have a look where they are at. 

 

How long does it take for items to get back in stock?

We try to keep all stock-levels up as best as possible, but sometimes an item is so popular that they are all shining in their new homes already. Most items are back in stock with us in Leiden in about a week, but because everything is made by hand it could be a little longer. Do you want to know when your favourite item is back in town? Shoot us an email or let us know through facebook or instagram (@by.rogue) and we'll tell you when they arrived.   

 

I have seen something on your instagram but can't find it online. Can I still order it?

Yes, almost all items can be send to you. Unfortunately, we can't put all our items online. Especially the vintage ones. But just send us a description and we will most likely know right away which treasure it is. We will put your favourite items, including a picture, online for you and send you a link so you can easily order it.  

 

What are the shipping costs?

The shipping costs within The Netherlands are 2,50 euro for a package that fits through the mailbox, 3,95 for other packages to Service Delivery Points and 4,95 for other packages to your home address.

Orders above 50 euro are send for free within The Netherlands. You can also pick your new treasures on appointment in the city centre of Leiden for free.

Within Europe, the shipping costs to Belgium & Germany are 7,95 euro and to the UK, France & Italy 12,95 euro. Orders above 75 euro are send for free to Belgium & Germany and orders above 100 euro are send for free to the UK, France & Italy.

For the rest of the world, shipping costs to the USA, Australia, Brazil, Canada, China, Japan and South-Afrika are 29,95 euro. Do you want to have us send your treasures to other parts of the world? No problem! Just select your country in the shopping cart and the shipping costs are calculated automatically.

 

When will I receive my items after I ordered them? 

Our packages are send out with love so you really feel like you are receiving a gift. Orders that are placed before 16:00 o'clock are send out the same day. All have track & trace codes so you'll know for sure your treasures will make it to you safe and sound. Depending on the postal service, they will arrive on your doorstep in 1-2 working days within The Netherlands. Please beware that PostNL does deliver on Saturdays, but not on Sunday. You can also choose to pick up your package at appointment in the city centre of Leiden for free. Internationally, packages are delivered to Belgium & Luxembourg within 1-2 working days, to Germany, the UK, Denmark and France in 2-3 working days and to Italy, Spain and most other European countries in 3-5 working days. To the rest of the world, shipping times vary from within one to two weeks.  

 

How can I return (part of) my order? 

If you buy something in our online store, Dutch law indicates you have 14 days to decide if you want to keep it. If you do not, just send us a message. Afterwards, you will have an additional 14 days to send your order back. We will transfer the total amount of your order including shipping costs back to your account. The receiving time depends on your bank, but usually takes less than 3 working days. Please be aware that we do not refund the costs for the return sending. If you want to keep a part of your order, we will only transfer the amount of the returned items to you. Please check our page on return information for more information.

Beware: For hygienic reasons, earrings and beauty & skincare products cannot be returned. For these products, all orders are final. 

 

How can I pay?

You can pay online with iDEAL, Paypal, Creditcard (Visa, Mastercard or American Express) or with Bancontact. 

 

QUESTIONS?

Do you have any questions or can we help you with anything? Please let us know! We answer our mail (info@by-rogue.com) within 24 hours and are often on Instagram (@by.rogue) as well.