To send

What are the shipping costs?

Standard shipping costs are € 4.95

Note: Always check your entered address.

How can I track my order?

When we send your package via PostNL or DHL, you will receive a track & trace number from us by e-mail. It is also possible that we will personally deliver your package. Then there is no track & trace number. We always take a card with us if we have delivered the package to the neighbors.

How long will it take for my package to be delivered?

Are you eagerly waiting for your order? We understand that! Depending on the mail, the package will be on your doormat within 1-3 working days. With the exception of orders placed on weekends. Do you live near here? Then we may be able to deliver your package the same day.

I have not received my order, what now?

Have you still not received your package after 5 days? Let us know and send an email with the order number to Then we will find it out for you.

Can I have my order delivered to an address outside the Netherlands?

No, at the moment you can unfortunately only have articles delivered to a Dutch address.


What is the return period?

You can return the package in its original packaging within 14 days of purchase.

What are the costs for the return?

The return costs are for your own account. You can go to a PostNL point, among other things. You can find the costs of sending a package here. We recommend to provide the return shipment with a track & trace code, we are not responsible for lost packages.

How can I return a product?

  1. Register your return via with the following information: name, order number & reason for return
  2. Make sure that the product is returned undamaged in its original packaging.
  3. Return to the following address:
    Tourist Information Utrecht
    Domplein 9
    3512 JC Utrecht

If we have received the returned package in good order (in original packaging and without damage), the purchase amount will be refunded. Excluding shipping costs.

You will receive a confirmation of the received package within 5 days.

The refund will be made within 14 days to the account number with which the package was ordered.

My order has arrived damaged, incorrect or incomplete. What should I do?

It is of course not the intention that something goes wrong with your order. If this is the case, please send an email as soon as possible to: with the following information:

  1. name
  2. order number
  3. photo + explanation

Then we will get started as soon as possible to help you further.

Can I change or cancel my order?

Everything is possible in consultation. Send an email immediately to stating change / cancel. Unfortunately, an order placed is possible not changed or canceled after the package has been sent.

Can I exchange my item?

This is possible within the return period of 14 days. Re-order the correct item in our webshop. In the meantime, return the package with the old item to us according to the above return procedure.


Which products are covered by a warranty?

The City Watch has a 1-year warranty.