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FAQ

We have prepared a list of questions that are frequently asked by visitors to our site. Look through the categories below. If you cannot find the answer to your question, please contact us.

 

GENERAL
How do I search for a product ?

For your convenience we have designed many different options to filter or search among our products.

First, you can use the search function in the main navigation to locate an item. Enter a keyword, all or part of the product name, or a one-word description such as “tweezers” or “diaries” or “binder”, and click “Search” to see the results.

When browing in the product categories, you can refine your search by using and combining filters. On the left navigation, you also have the option to filter into e.g. brand, interest, topic, color…

What are cookies?

What is a cookie?
A cookie is a piece of information in the form of a very small text file that is placed on an internet user’s hard drive. It is generated by a web page server, which is basically the computer that operates a web site. The information the cookie contains is set by the server and it can be used by that server whenever the user visits the site. A cookie can be thought of as an internet user’s identification card, which tell a web site when the user has returned.

What is the purpose of cookies?
Cookies make the interaction between users and web sites faster and easier. Without cookies, it would be very difficult for a web site to allow a visitor to fill up a shopping cart or to remember the user’s preferences or registration details for a future visit.

Web sites use cookies mainly because they save time and make the browsing experience more efficient and enjoyable.

(Extract: aboutcookies.org)

What is SSL?

“SSL” (Secure Sockets Layer) is the standard security technology for establishing an encrypted link between a web server and a browser. This link ensures that all data passed between the web server and browsers remain private and integral. SSL is an industry standard and is used by millions of websites in the protection of their online transactions with their customers.

HTTP is insecure and is subject to eavesdropping attacks which can let attackers gain access to online accounts and sensitive information if critical information like credit card details and account logins is transmitted and picked up. Ensuring data is either sent or posted through the browser using HTTPS is ensuring that such information is encrypted and secure.

You can always recognize websites that use SSL, if a closed lock is present or the “https://” prefix is used in the address bar. You can click on the lock to display the information on the certificate and the web site.
Philatelicly-SSL-Secured-website

ACCOUNT
Why should I create an account?

Creating an account has several advantages:

- You can easily place an order after registration.
- You don't have to re-enter your details next time.
- You can place items in your shopping cart and finish your order later.
- You can check the status of your order
- You regularly receive unique benefits that you can use in our webshop

How do I create an account?

You can create an account:
- by clicking on the 'Sign In' icon at the top right of the screen and submit the Register form.
- during the checkout of your cart items

Why can't I log in?

Pay attention to upper and lower case letters when entering your password.
Is the Caps Lock key not on?

If you are still unable to log in, click on the 'Lost your password ?' link in the My Account / Sign In page and request a new password.

How do I change my account details?

After login in, you can access your account details and addresses and edit them at your convenience.

I forgot my password. What now?

Did you forget your password? Then you can go to 'Sign in' and click on 'Lost your password ?' link. Enter your username or e-mail address and you will receive a new password to login. We recommend to change the temporary password once you can login again on.

I want to delete my account

To delete your account you can send an email with your details to [email protected] and we will delete your account.

How does Philatelicly safeguard my privacy?

Philatelicly respects the privacy of the visitors to its website and ensures that your data is treated confidentially. If you want to know more, read our privacy policy.

ORDERING
How do I place an order?

Ordering at Philatelicly can be done directly on our website in 5 simple and easy steps:
1. Place the desired items in your shopping cart.
2. Click on the 'Checkout' button in your shopping cart.
3. Enter your name and address details, or log in if you already have an account with us.
4. Indicate the payment method and click on the 'Place order' button.
5. Follow the instructions on the screen to complete the payment

Once the payment is completed, you will receive a confirmation of your order by e-mail. If you haven't received an email, please check if it ended up in your spam folder.

Don't hesitate to get in touch with us by email or via chat if you have any question on your order.

Can I also place an order by phone?

Yes definitely, we accept orders by phone. If you call us on +31(0)6 243 247 40 or via whatsapp during work days between 9:00 AM and 5:00 PM, we will go through your order completely over the phone. If we can't be reached, don't hesitate to drop us a message on our chat and we will contact you back.

Do I need to create an account to shop on Philatelicly?

No, we do have a guest checkout that will not save your details. However setting up an account will allow you to order without having to fill in your details every time you shop with us, and will give you benefits such as order tracking, regular newsletters, exclusive discounts and special offers.

You can sign up right now, or you can start shopping straight away and set your account up when you check out, which ever suits you best.

Is the article in stock?

When no indication of stock status is communicated on the article page, the product will be either on stock or available on back order. We inform our clients of the availability of an article if in back order.

When a product is "Sold Out" or "Out of Stock", this item will be temporarily not available for order. You can get in touch with us to be informed of its next availability.

What is the status of my order?

After placing your order you will receive a confirmation email.

You can then view the status of your orders via 'My Account'. If you click on the order number of your order, you will find further details about the status.

Why haven't I received my confirmation email?

After a successful order, a confirmation email will be sent automatically within a few minutes.

Didn't you receive this email? It is possible that the confirmation e-mail has ended up in your spam folder of your e-mail program.

Is the email not in the spam folder? Then go to 'My Account' and check whether the order has been placed.

Is your order not in the list? Then your order has not been received and we invite you to place it again.

Do you have any questions about your order? Please contact our customer service.

PAYMENTS
Is it safe to shop on Philatelicly?

We ensure high security of data on our online store. All credit and debit card transactions are processed by a secure online gateway that will be responsible for holding and handling information related to your payment details.

In addition, your bank details are sent to our server using SSL encryption (Secure Socket Layer) and transferred to a completely secure environment. Simply said, Philatelicly does not store your payment information in your account details.

During payments, the connection between you and Philatelicly is secured.

With the help of SSL, the transaction data is sent encrypted over the internet. You can recognize a secure SSL connection by the “lock” in the address bar or bottom status bar of your browser.

However, the most important protection remains your own password. Never give your password to other people and avoid open access to your account.

Philatelicly complies with applicable privacy legislation and all legal regulations. Your contact information will only be used to process orders and to improve our services. Information is never provided to third parties without your permission.

What are the payment options?

Please refer to our Payment options page for complete information on the payment methods available to you.

I forgot to mention my order number with my payment, how can I correct it?

In this case, our system cannot establish a link between your order and the payment.

This can delay the processing of your order. You will find the order number of your order in the order confirmation that you have received from us by e-mail.

In order to process your payment correctly, we need the correct information. We therefore request that you contact our customer service and provide as much information as possible: your order number, customer number and the name of the account holder of the account you used to pay.

I want to return a part of my order, will I be refunded?

If you want to return part of your order within the trial period of 14 days, you only have to pay for the items you have kept. After we have received the returned items, you will receive an e-mail with the new invoice amount and we will refund the difference.

SHIPPING & DELIVERY
How long does it take for my order to be delivered?

You can receive your order within the next 2-7 days.

As soon as we have received the payment, we will ship your order the same day if the product is in stock.

If you order in the late evenings, weekends or holidays, it will take 2 or 3 days longer.

You will receive an email from us as soon as we ship your item. You can check in advance whether the desired item is in stock on our website or contact us to check its availability or duration of delivery.

If the desired item is not in stock, you can expect shipment from our warehouse 2-5 days later, depending on the item and country of origin.

Once the order is dispatched to our carrier, we have no influence on the delay of delivery cross border. It can take longer for a parcel to be released by the customs depending on the destination country and the content of the order.

Can I have my order delivered to another address?

Yes, it is definitely possible to deliver to another address.

When placing your order, you first provide your own details. You then have an option to choose a different delivery address. Even if you purchase a gift from us for someone else, we can send it directly to the desired beneficiary for you.

My order has been paid, but not delivered. How can that be?

In this case, our system cannot establish a link between your order and the payment.

This can delay the processing of your order. You will find the order number of your order in the order confirmation that you have received from us by e-mail.

In order to process your payment correctly, we need the correct information. We therefore request that you contact our customer service and provide as much information as possible: your order number, customer number and the name of the account holder of the account you used to pay.

If you have paid with iDEAL, credit card or PayPal and you have not received a shipping confirmation after 5 days, please contact our customer service.

EXCHANGES & RETURNS
Can I return my item?

The general terms and conditions, as stated on the website, apply to all offers and orders. We guarantee the quality, usability and virtue of our carefully selected products. In case of a defective product as a result of a production error, you can invoke the legal warranty.

If the product does not meet your expectations, please contact our customer service, we will be happy to help you.

Note: If you want to return an item, please contact our customer service first. You can also send an e-mail. You are not obliged to give a reason, but we would appreciate it if you do. We are interested in your feedback so that we can adjust or improve our service.

Can I return wrong, faulty or damaged goods?

If an item is damaged or defective, you may exercise your right of complaint.

For this we kindly ask you to do the following:
- A clear and as complete as possible description of the defect or how the damage or defect came about.
- We ask you to take 2 to 3 photos that clearly prove the damage or defect. The damage or defect must be clearly visible in a photo. In addition, the entire article must be photographed, 1x with the front and 1x with the back.
- You can send your photos to [email protected]. Please note that your e-mail, including photos, should not exceed 10 MB. We therefore advise you to send your photos as ZIP, RAR or JPEG files if possible.

As soon as we have your clear photos in our possession, your request will be processed as soon as possible. You will receive a message within a few days about the further processing and handling of your request.

We also request that you keep the original packaging pending your request.

CONTACT & COMPLAINTS
I have a complaint, where can I report it?

We do our utmost to provide the best possible service, to keep our website up-to-date and to deliver only the best quality items.

But it may happen that you are not satisfied. Please contact our customer service. We will do our utmost to answer your complaint within 14 days.

CAN'T FIND YOUR PRODUCT?

You can reach us anytime via our available channels. Chat with us, write or text us about what you are looking for and we will find it for you or provide you with a suitable alternative. We facilitate your research thanks to our network of stamp & coin dealers and reputed brands. If we can have it, we can ship it to you.
AVAILABLE BETWEEN 08.00 – 18.00
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Delivery within 2-7days
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At your service!
Philatelicly © 2021
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