Frequently asked questions about the right of cancellation, returns, refunds and guarantees

Do you have any questions about the warranty period for an item you ordered from Shop@KLM? Or would you like to learn more about the right of cancellation, returns or refunds? We would be happy to help you.

Right of cancellation

Can I return my item if I want to cancel my purchase?
If you are not satisfied with your purchase, let us know within 14 days of receipt of the item (‘Cancellation period’). Complete the online form and select ‘I want to return a purchase’ from the drop-down menu next to ‘What is your request’. After you have completed and sent the form, KLM will send you a confirmation e-mail.

You can also use the Model Form Right of Cancellation, but this is not a requirement.

Returns

What is the deadline for returning an item?
You must return the item within 14 days of receipt of the KLM confirmation e-mail regarding your cancellation to the following address.

How do I return the item?
Return your purchase in the original, undamaged packaging and include a copy of the receipt. Provide a brief description of the reason for the return (such as a purchase cancellation, damaged or incomplete item) and your contact details (including home address and phone number). If you paid for your purchase in cash, please also provide us with the name of your bank, the bank location, and your bank account / IBAN number.

Who do I address the return to?
Ordered items can be sent to:
KLM Inflight Services
Attn: KLM After Sales Cateringweg 1
1118 AM Schiphol-Noord
Netherlands

My order was not complete. What do I do?
Contact us as soon as possible by sending an e-mail to shopping.service@klm.com. Together we will find a suitable solution. You can decide to have the item sent to you or, if applicable, we will refund the purchase amount and shipping costs as quickly as possible.

I received a defective item. What do I do?
Contact us as soon as possible by sending an e-mail to shopping.service@klm.com. Together we will find a suitable solution. If possible, we will exchange the item directly or refund the purchase amount and shipping costs as quickly as possible. Send us a message via Facebook or Twitter or send us an e-mail. Together we will find a suitable solution. If possible, we will exchange the product directly or refund the purchase amount and shipping costs as quickly as possible.

Refunds

What information do I need to provide to KLM in order to receive a refund?
If you are entitled to a refund and you paid by credit card, we do not require any further information regarding your payment details.

If you paid cash, we require the following information:
- Name of your bank;
- Bank location;
- Bank account/IBAN number;

Remember to provide this information when requesting a refund.


Are the shipping costs refunded when returning an item?

We will refund the purchase amount, as well as the shipping (delivery and return) and any packaging costs in the event of an incorrect or damaged item as quickly as possible after receiving and inspecting the item. If you cancel your order, you are required to pay the return shipping costs.

Legal warranty period

How long is the warranty period for ordered items?
All items purchased from Shop@KLM are subject to a legal warranty period. Legal warranty means that the item should do what can be reasonably expected of it by the consumer. This guarantee is not subject to a time limit because consumer expectations are not the same for every product. However, this does not apply to consumer goods with an expiration date.

Many items also fall under the manufacturer’s warranty. The time limit and content of the manufacturer’s warranty can be found in the user instructions provided with the product.Your invoice and receipt serve as proof of warranty, so make sure to save them carefully.

Complete our online form if you have any further questions or comments on your cancellation, return or refund, or send an e-mail to Shopping.Service@klm.com

Frequently asked questions

Also read the frequently asked questions about:

Ordering
Delivery
Payment
Other subjects and complaint