Shipping policy
This policy explains where your order ships from, how long delivery takes and what it costs. If anything is unclear, email support@houseofgatz.com before you order.
Where we ship
We ship to all 27 countries of the European Union and to Australia.
Where your order ships from
Gatz is registered in Amsterdam, the Netherlands. Our pieces are made with partner workshops in China, and every order is packed and shipped by our fulfilment partner in Ningbo, China. Orders are not shipped from our Amsterdam address.
How long delivery takes
Delivery usually takes 2–3 weeks from the day you order. Most parcels arrive within 13 to 21 days. That time is made up of:
- Processing: 1–5 business days. Your order is packed and handed to the carrier.
- Transit: 8–11 business days. The parcel is flown to your region and handed to a local carrier for the last mile.
Delivery times are estimates, not guarantees. Customs checks, public holidays and busy periods can add a few days. If your parcel is left at a pickup point, please collect it as soon as you are notified, because pickup points only hold parcels for a limited time.
Shipping costs
European Union: shipping is free on orders of €55 or more (counted after any discount). Orders below €55 cost €4.95 to ship. The shipping cost is shown at checkout before you pay.
Australia: shipping is free on every order.
VAT, duties and import charges
Our prices include VAT, which you pay at checkout. We pay any import VAT, duty or handling fee ourselves, so there is nothing to pay on delivery, whatever your order value.
The same goes for orders to Australia. See our Australian shipping and returns page for details.
Tracking
When your order ships, you receive an email with a tracking link. The first scan can take a few days to appear. You can follow any order on our order tracking page.
Parcels to the EU travel with 4PX, JS (Jiesheng) or CNE and are delivered by a local carrier in your country. Parcels to Australia travel with UBI. Your tracking link shows which carrier has your parcel.
Late, lost or damaged parcels
If your parcel has not arrived within 30 days of your order, email us with your order number and we will trace it with the carrier. If it cannot be found, we send a replacement or refund you in full.
If your order arrives damaged, faulty or is not what you ordered, email us with your order number and a photo. We replace the item or refund you, and you do not pay to send anything back.
Changing or cancelling an order
Email us as soon as possible. If your order has not been handed to the carrier yet, we can usually change the address or cancel it. Once it has shipped, you can send it back under our return policy.
Items out of stock
If one item in your order turns out to be out of stock, we ship the rest of your order and refund the missing item to your original payment method.
Contact
Gatz, Marnixstraat 69a, 1015 VC Amsterdam, Netherlands (registered address, not a shop or showroom)
Email: support@houseofgatz.com · Phone: +31 6 51 64 04 75 (Monday to Friday, 09:00–17:00 CET)
KvK 93631588 · VAT NL005032614B18