FAQ

Welcome to Simpelhaus’s FAQ page.
Here you’ll find answers to the most common questions from our Canadian customers.
If you need further help, our friendly customer support team is always happy to assist.

1. About Simpelhaus

Simpelhaus is an online retailer based in Canada, offering carefully selected home and lifestyle products that combine functionality, style, and comfort.
We aim to bring affordable, thoughtfully designed products to customers across the country.

2. Where is Simpelhaus located?

We are proudly based in Vancouver, British Columbia, Canada, and serve customers nationwide with reliable shipping and customer care.

3. What payment methods do you accept?

We currently accept:

  • Visa

  • Mastercard

  • PayPal

All payments are securely processed at checkout.
We do not store any payment details on our servers.
Transactions are handled by trusted Canadian payment processors that comply with industry security and privacy standards.

4. Is my payment information secure?

Absolutely. All transactions are processed through encrypted gateways and comply with Canadian data protection laws.
Your personal and financial information remains fully protected at all times.

5. What currency do you use?

All prices and transactions are processed in Canadian Dollars (CAD).
Please ensure your billing details match your payment method to avoid processing delays.

6. Do you ship internationally?

Currently, we only offer shipping within Canada.
This ensures faster, safer, and more reliable delivery for all Canadian customers.

7. How long does it take to process and ship my order?

  • Processing Time: Orders are processed within 1–3 business days (excluding weekends and public holidays).

  • Estimated Delivery: 10–25 business days, depending on your location within Canada.

Once shipped, you’ll receive a confirmation email with a tracking number so you can follow your order’s progress.

Delays may occur due to:

  • Postal service schedules in your area

  • Peak seasons or holidays

  • Extreme weather conditions

8. What is your return policy?

We offer a 30-day return policy from the date your order is delivered.

To qualify for a return:

  • The item must be unused, undamaged, and in its original packaging.

  • All accessories and documentation must be included.

  • Return shipping is the responsibility of the customer unless the product is defective or incorrect.

To initiate a return:

  1. Email us at support@Simpelhaus.store with your order number and reason for return.

  2. Our team will provide a return authorization and detailed instructions.

  3. Once we receive your return, it will be inspected, and refunds will be processed within 14 business days.

9. Can I exchange an item?

Yes. You can request an exchange for a different size, colour, or product.
Please contact our customer service team for assistance before sending your item back.

10. What is your refund process?

Once your returned item has been inspected and approved, your refund will be issued through the original payment method.
Refunds are typically processed within 14 business days.
Shipping fees are non-refundable unless the item is defective or incorrectly shipped.

11. 30-Day Money-Back Guarantee

We proudly offer a 30-day money-back guarantee for all undamaged products.
If you’re not satisfied with your purchase, you may return it within 30 days of delivery for a full refund.

Please ensure all original packaging and accessories are included.
If items are missing components, we may refuse the refund.

12. Order Cancellations

  • Orders cancelled more than 24 hours after being placed may incur shipping or handling fees.

  • If an incorrect shipping address results in a lost or undeliverable package, the customer is responsible for all losses.
    We cannot offer replacements or refunds in such cases.

  • For self-initiated returns, we refund only the item cost, not the shipping cost.

13. How do I return an item?

Before returning any product:

  1. Provide photos or proof showing the product and packaging are undamaged.

  2. Contact our support team with your order details to request a Return Authorization (RA).

  3. Our team will provide the return address within 1–3 business days.

  4. Once shipped, email us your courier name and tracking number to ensure prompt refund processing.

14. Non-Returnable Items

We cannot accept returns for:

  • Customized or made-to-order products

  • Items designated as “non-returnable” for hygiene or safety reasons (clearly marked in the product description)

15. Refund Timeline

Refunds are processed within 14 business days after the returned item is received and verified.
All refunds will be issued to the original payment method used at checkout.

16. Who covers shipping costs for returns?

Buyers are responsible for shipping costs in the following cases:

  • Non-defective item returns

  • Warranty claims for items shipped outside Canada

  • Accidental or unauthorized returns

  • Items deemed functional after inspection

  • International returns of defective products

For products under warranty but beyond the 30-day free return window, we offer free repair service, but customers are responsible for return shipping costs.

17. Additional Notes

  • Order Accuracy: Please ensure your shipping address is complete and correct to avoid delays or lost packages.

  • Damaged or Lost Parcels: Contact our support team within 7 days of the expected delivery date for assistance.

  • Refunds for Partial Returns: Only the product cost will be refunded, excluding shipping fees.

18. Contact Simpelhaus

If you have any questions, feedback, or need assistance, we’re here to help:

Simpelhaus
πŸ“ Address: 123 Main Street, Vancouver, BC, Canada
πŸ“§ Email: support@Simpelhaus.store
πŸ“ž Phone: 250-561-0871

Our team will respond within 1–3 business days.

βœ… This version is optimized for:

  • Canadian English style (colour, centre, etc.)

  • Canadian Dollars (CAD) as currency

  • Canadian consumer protection compliance (clear return/refund terms)

  • Professional tone consistent with Canadian eCommerce standards