Terms & Conditions

1. Who we are

Our webshop is operated by Melly's Stroopwafels (Melly's BV), a family business based at Nieuwezijds Voorburgwal 141, 1012 RJ Amsterdam, Netherlands. You can reach us by email at info@mellyscookiebar.nl or by phone at +31 20 423 4797.

Melly's BV is registered with the Dutch Chamber of Commerce (Kamer van Koophandel) under KvK number 96080442. Our VAT (BTW) identification number is NL867460878B01.

In these terms, "we", "us" and "our" refer to Melly's Stroopwafels (Melly's BV). "You" refers to the customer placing an order through our webshop.

2. Applicability of these terms

These terms apply to every offer in our webshop and to every agreement between you and us. Before the agreement is concluded, the full text of these terms is made available to you, so you can save or print them.

If any provision of these terms is found to be void or unenforceable, the remaining provisions stay fully in force. We will then replace the affected provision with one that matches its purpose as closely as possible.

We may update these terms from time to time. The version in force at the moment you place your order applies to that order.

3. Our products and prices

We sell food and food-related products, including stroopwafels, cookies, alfajores, dulce de leche, yerba mate, coffee, gift tins and boxes, and made-to-order cakes (cakes are available for pickup only).

All prices in the webshop are shown in euros (EUR) and include Dutch VAT (BTW). Shipping costs are calculated and shown separately during checkout before you confirm your order.

Product photos and descriptions are prepared with care, but they are for illustration. Small differences in appearance, packaging or weight may occur and do not give a right to compensation.

An offer is valid only while stock lasts. We may correct obvious errors and mistakes in prices or descriptions without being bound by them.

4. How an order becomes an agreement

You place an order by adding products to your cart and completing the checkout. The agreement is concluded once we confirm your order.

After you order, we send a confirmation by email (our transactional email is delivered through Resend). This confirmation summarises your order and serves as your proof of purchase. If you do not receive it, please check your spam folder or contact us at info@mellyscookiebar.nl.

We may refuse an order or attach conditions to it, for example if a product is out of stock or if we doubt that an order is genuine. If we cannot fulfil an order you have already paid for, we refund the amount promptly.

5. Payment

Payments are processed securely through our payment provider Mollie. You can pay by iDEAL, credit or debit card, or PayPal.

Your order is processed once the payment has been received and confirmed. We do not store your full card or bank details; these are handled by Mollie and the relevant payment networks.

Prices are charged in euros. If your bank or card issuer applies a currency conversion or transaction fee, those costs are not ours and are not refundable by us.

6. Delivery and shipping

We ship to the Netherlands, selected European countries (Belgium, Germany, Spain, France, Italy, Luxembourg and Portugal), the United Kingdom and the United States. Made-to-order cakes are an exception and can only be collected in person at our shop.

Shipping costs and free-shipping thresholds are: Netherlands EUR 8 (free over EUR 50); Europe EUR 14.76 (free over EUR 100); United Kingdom EUR 22.10 (free over EUR 150); United States EUR 100 (free over EUR 1000). The exact cost for your destination is shown at checkout.

We aim to ship orders promptly. Delivery times are an estimate and depend on the carrier and your location. We are not liable for delays caused by the carrier or by customs, although we will always help you trace an order.

For deliveries outside the Netherlands and the EU, such as the United Kingdom and the United States, import duties, taxes or customs charges may apply. These are payable by you and are not included in our prices.

The risk of the products passes to you at the moment of delivery, that is, once the order has been handed over to you or to an address you provided.

7. Right of withdrawal and the food exemption

Under EU consumer law, consumers generally have a right of withdrawal (herroepingsrecht) of 14 days, allowing them to cancel a distance purchase without giving a reason.

However, this right does not apply to most of our products. Under Dutch law (article 6:230p of the Burgerlijk Wetboek), perishable goods and food products are excluded from the right of withdrawal, as are goods made to your specifications or clearly personalised. Because our stroopwafels, cookies, alfajores, dulce de leche, yerba mate, coffee and made-to-order cakes are food or perishable items, they cannot be returned or cancelled under the right of withdrawal once your order is confirmed.

For the small number of non-food items in our range, such as empty gift tins, the 14-day right of withdrawal does apply, provided the item is unused and undamaged. See our Return Policy for the practical steps.

This exemption does not affect your statutory rights if a product is defective, damaged or not as described. Those situations are covered in the next section.

8. Conformity and complaints

We want every order to arrive in perfect condition. Your products should match the description and be of the quality you can reasonably expect.

If your order arrives damaged or you received the wrong items, please contact us promptly at info@mellyscookiebar.nl or +31 20 423 4797, and include photos of the product and packaging. We will look into it and offer a suitable solution, such as a replacement or a refund.

Returns of non-food items are accepted within 14 days of receiving your order if the item is unused and undamaged. Approved refunds are issued to your original payment method within a few business days after we have inspected the item. Shipping costs, both original and return, are not refundable. Food items cannot be returned for hygiene and food-safety reasons.

We handle complaints as quickly as we can. If we cannot resolve a complaint together, you can use the dispute options described in the final section.

9. Liability and force majeure

Our liability is limited to what is permitted by law. Where we are liable, our liability is limited to the value of the order concerned. We are not liable for indirect or consequential damage.

It remains your responsibility to check product descriptions and allergen information before consuming our products if you have an allergy or dietary requirement. Allergen details are published on the relevant product pages.

We are not liable for any failure to meet our obligations caused by force majeure, meaning circumstances beyond our reasonable control. This includes, for example, extreme weather, strikes, carrier failures, supply problems, power or internet outages, and disruptions at our service providers (such as our hosting on Vercel or our payment provider Mollie). If force majeure lasts too long, either party may cancel the affected part of the order, and we refund any amount already paid for it.

Nothing in these terms limits any liability that cannot be limited under Dutch law.

10. Workshops

Our workshops are not sold through this webshop. They are booked separately through our booking partner, Bokun.

Bookings made through Bokun are subject to their own booking, cancellation and rescheduling terms, which are presented to you during the booking process.

These webshop Terms and Conditions therefore do not apply to workshop bookings, except where they relate to the same company identity described above.

11. Governing law and disputes

Dutch law applies to these terms and to every agreement between you and us.

We hope you will always be satisfied, but if a dispute arises we ask you to contact us first at info@mellyscookiebar.nl so we can try to resolve it together.

As a consumer in the EU, you can also submit your dispute to the European Online Dispute Resolution (ODR) platform at ec.europa.eu/consumers/odr. Any dispute that cannot be settled out of court may be submitted to the competent Dutch court.