SHIPPING POLICY · AMSTERDAM
Shipping Policy
1. Where we ship
We ship within the European Union and the United Kingdom. Our primary launch markets are the Netherlands and Spain, with Norway as a secondary market. If you don't see your country at checkout, it means we don't yet ship there — drop us a line at info@wematedrink.com and we'll let you know when we expand.
2. When we ship
We Mate launches publicly in September/October 2026. Orders placed before launch (including Founding 500 orders) ship in the launch window. You'll receive an email when your order is on its way, with tracking details where available.
After launch, orders are processed within 2 working days (Monday–Friday, excluding Dutch public holidays) and dispatched on the same or next business day.
3. Shipping methods and times
| Destination | Estimated delivery | Notes |
|---|---|---|
| Netherlands | 1–3 working days | Local courier |
| Belgium, Germany, France | 3–5 working days | EU standard |
| Spain | 4–6 working days | EU standard |
| Italy, Portugal, Austria | 4–6 working days | EU standard |
| Other EU countries | 5–8 working days | EU standard |
| Norway | 5–10 working days | Customs may apply |
| United Kingdom | 5–10 working days | Customs and import VAT may apply |
These are estimates from the dispatch date, not from order placement. Actual delivery may vary due to carrier load, customs processing, or events outside our control.
4. Shipping costs
Shipping costs are calculated at checkout based on destination and order weight. Indicative rates:
- Netherlands: €4.95 standard. Free on orders over €39.
- Other EU: €7.95–€12.95 depending on country. Free on orders over €60.
- UK and Norway: €14.95–€19.95. Free on orders over €80.
Final shipping cost is shown at checkout before payment. We don't add hidden fees.
5. Customs, duties, and import taxes
For shipments within the EU (including the Netherlands), no customs duties apply. VAT is included in the displayed price.
For shipments to the United Kingdom and Norway, your order may be subject to:
- Import VAT
- Customs duties (depending on order value and current trade agreements)
- Carrier handling fees
These charges are determined by the destination country's customs authority and are the buyer's responsibility. We declare orders accurately on customs forms and cannot mark them as "gift" or undervalue them. If you refuse a shipment due to customs charges, the order is treated as a return under our Return Policy, Scenario B (change of mind), and you bear the return shipping costs.
6. Order tracking
Once your order ships, you'll receive a confirmation email from noreply@wematedrink.com with a tracking number and link. Tracking information is updated by the carrier and may take up to 24 hours to become active.
If your tracking shows no movement for more than 5 working days after dispatch, contact us at info@wematedrink.com and we'll investigate with the carrier.
7. Delivery problems
Wrong address
It's your responsibility to provide an accurate, complete delivery address. We are not responsible for orders delivered to incorrect addresses provided by the customer. If a package is returned to us as undeliverable due to an incorrect address, we'll contact you to arrange re-shipment at your cost, or issue a refund minus the original shipping cost.
Failed delivery
If a carrier attempts delivery and you're not available, the package is usually held at a local pickup point or returned after a number of days specified by the carrier. Tracking information will indicate next steps. We are not responsible for packages returned to us after failed pickup attempts.
Lost or stolen packages
If tracking shows your package as delivered but you haven't received it, contact the carrier first to verify the delivery location. If the package cannot be located after a carrier investigation, contact us at info@wematedrink.com and we'll work with you to resolve the issue. Risk of loss passes to you upon delivery as confirmed by the carrier's records.
Damaged in transit
Cans dented in transit beyond what's necessary for the can to function (i.e. so badly that the can is unfit for consumption) qualify as damaged Products. Contact us within 48 hours of delivery with photographs and your order number. We'll arrange a replacement or refund at no cost to you. See our Return Policy, Scenario A.
Light surface scratches or minor cosmetic dents that don't affect the can's integrity are normal for aluminium packaging in transit and do not qualify for a return.
8. Address changes
Need to change your delivery address after placing an order? Email us at info@wematedrink.com as soon as possible. We can amend addresses before the order is dispatched. Once dispatched, we cannot reroute packages — you'll need to coordinate with the carrier directly.
9. Bulk and HORECA orders
If you're a café, gym, yoga studio, co-working space, or other venue interested in stocking We Mate (HORECA in Amsterdam, Madrid, or other key cities), we offer dedicated terms and pricing. Contact info@wematedrink.com with the subject line "HORECA enquiry".
10. Updates to this policy
We may update this Shipping Policy from time to time to reflect changes in carrier partners, rates, or delivery zones. The updated version will be marked with a new "Last updated" date.
11. Contact
For shipping questions or delivery issues: info@wematedrink.com.
The Mate Company B.V. · Amsterdam · 2026