FAQ

Information regarding Covid-19 !

The global social distancing measures are affecting our store as well which means order fulfillment and shipping is taking more time than usual. Our standard fulfillment estimate of 3-7 business days is currently closer to 10-13 (EU) / 15-20(US). We are actively communicating with our fulfillment partner and following the latest news on Covid-19. 

This is a difficult time for everyone and we thank you for your patience. Health is the number one priority right now, so stay safe.

  

Delivery

When will I get my order?
It takes 3 - 7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:
USA: 5 - 8 business days
Other continents: 10 - 20 business days

Where will my order ship from?
We work with an on-demand order fulfillment company with facilities worldwide!

Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
● Check your shipping confirmation email for any mistakes in the delivery address.
● Ask your local post office if they have your package.
● Stop by your neighbors in case the courier left the package with them.

If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at webshop@cherriesontop.org with your order number.
If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.

Orders

Can I attach a personal message to my purchase? 
At this time, it is not possible to attach a personal message to your purchase. We are working on adding this feature to our shop in the future. Until then, we advise you to have your purchase delivered to your home address and give or send your gift with a special card or kind words straight from the heart yourself.  

How are your products made?
We work with a reliable, high-quality print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!

How do I track my order?
If your shipping method includes tracking, you’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at webshop@cherriesontop.org.

I received a wrong/damaged product, what should I do?
We’re sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at webshop@cherriesontop.org within 7 days after the estimated delivery date with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!

Returns

What's your return policy?
We are a foundation that funds cancer research. We aim to keep our overhead low so that 80% of the profit of our webshop goes directly to funding promising studies. Therefore, your order will be printed on demand. This means no stock, no warehouses, but also no staff to handle returns. So please make sure you double check your ordered items, size and contact information before you buy. More information about our funded studies can be found at www.cherriesontop.org/achievements. Our detailed return and refund policy can be found below.

Reason

What to do

Solution

Costs

You received wrong/damaged items.

Contact us at webshop@cherriesontop.org with photos of wrong/damaged items, within 7 days after receiving your order. Include your order number and photos of the mislabeled item.

We’ll send you a new one, or you can issue a refund.

No costs involved.

You made a mistake in the delivery address.

Contact us at webshop@cherriesontop.org with your order number and correct delivery address.

We will send you a replacement order.

Shipping costs. These vary across countries.

You would like to exchange one item for the other. For example, a different color or a different size.

To keep our overhead low, we don’t offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section.

Though rare, it's possible that an item you ordered was mislabeled. If that’s the case, we process this as a wrong/damaged item (see above).

Not applicable.

Not applicable.