HELP & FAQs

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GENERAL

Where is your shop based?

We’re based in the Netherlands in Europe. The Netherlands is part of the European Union.


Do you deliver internationally?

Yes! We ship to almost every country, worldwide. If your country isn’t included in the drop-down list at check out, then unfortunately we cannot deliver to you for reasons beyond my control.

How long does delivery take?

Delivery can take anywhere from next day (usually in the Netherlands) to 15 working days. This depends entirely on which country you order from, customs, and busy holiday periods. I understand it can be frustrating to wait a while for an order but I'm a small business and not Amazon, so I don't have the same access to speedy shipping.

GIFT CARDS

How do I send a gift card to someone else?

Place the gift card in your basket, and at the checkout, put the email of the person you wish to receive the gift card in the 'email' box. Alternatively, you can send this to your own email and forward it to the recipient at a later date.

How do I use my gift card?

When making a purchase in the store, customers can redeem the value of a gift card by entering its unique code in the appropriate field at checkout. Gift card codes aren't case sensitive.

The balance on a gift card can be spent on more than one order. Gift card balances are applied to the total value of an order, which can include taxes and shipping.

If the balance available on the gift card is greater than or equal to the order total, then the customer can click Complete order.

If the balance available on the gift card is less than the order total, then the customer is prompted to choose a second payment method for the balance before placing the order.

If a gift card code is lost by the recipient, customers can click Resend gift cards from their order confirmation email. This link will only work if the order has been fulfilled.

Can a gift card be used more than once?

Yes, provided there is still a balance remaining on the card.

Can more than one gift card be used towards a purchase?

Yes. A customer can redeem another gift card during checkout.

Can a gift card be used to buy a gift card?

No, you can't use a gift card to buy another gift card.

Can a gift card be used to pay for shipping and taxes?

Yes, gift cards are applied to the final order total which includes shipping and taxes.

Can gift cards be used in conjunction with a discount code?

Yes, gift cards are a form of payment.

Can I request a refund to a gift card?

Yes. If you used a gift card to pay for the purchase, then you can request a refund to the gift card.

If I refund a gift card, is it automatically disabled?

No. If you refund the purchase of a gift card, then it will still have a usable balance.

Can gift cards be reloaded?

No, you can't reload a gift card.

How can I check my balance?

Customers can't check their own gift card balance, but we can check the balance and send you the information.

Can I customize the gift card redemption code?

No, the 16-character redemption codes are randomized and printed by the gift card manufacturer.

DIGITAL PLANNERS

I just purchased the digital planner, where is it?

Once you have purchased your digital planner, your download link will be sent to your email.

How do I download my digital planner?

Now that you’ve found your download link, click on it and follow the steps of your device. Once downloaded, it will appear as a zip file. To open the files, just tap or double tap on the zip file and it will unload into a folder where you can then access all your files.

I need help with uploading my digital planner.

Click HERE to read the help guide on how to upload your digital planner.

I put the wrong email into the checkout, can I get a refund or another planner sent to me?

Unfortunately, no. This is why it is very important to make sure your email is correct before purchasing. Toyoufromsteph.com is not responsible for any errors made with email input and will not issue a refund in such case. All digital items are non-refundable and non-returnable.

Can I use the digital planner on my mobile phone?

You can, but be aware that you need to annotate your planner in order to use it. This is not a feature I would recommend using on a mobile phone.

How long is the expiry on my download link?

Once you have clicked download, you then have a 24 hour expiry on the link. If you later attempt to click on this link, you will be sent another link to use in its place for the same download.

REFUNDS & RETURNS

Click HERE for all the information you need on refunds and returns.

Have a question that's not already answered above? Don't hesitate to contact us via the form below and we will get back to you ASAP.

Usual response times are within 48 hours, be aware that during busy periods this can take longer.

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