Exchanges and returns

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Last updated: 23 September 2026

We pack every order with care. Even so, something can go wrong, or you may change your mind. Below you can read what to do if that happens.

Something wrong with your order?

Is your order damaged or incomplete, or have you received the wrong product? Please email us as soon as possible, preferably within 2 working days of receipt, at klantenservice@kaasdok.nl. Include your order number and a photo. We will then arrange a replacement, the missing items or a refund. If anything needs to come back to us, we pay the shipping costs.

Vacuum packaging no longer tight?

A vacuum pack can sometimes let in air in transit. The cheese is usually still perfectly fine: eat that piece first and keep it cool. If a small spot of mould appears on a hard cheese, you can cut it away, taking a generous margin. If in doubt, please get in touch. We will gladly help you work out what to do.

Changed your mind?

You have a 14-day cooling-off period, starting on the day after you receive your order. This is how it works:

Within 14 days, let us know that you want to return the order (or part of it), preferably by email to klantenservice@kaasdok.nl. You can use the model withdrawal form in our Terms and Conditions for this, but you do not have to.
We will send you the return address.
Return the products unopened within 14 days of your notification, preferably in the original box. You bear the cost of returning them.
Within 14 days of your notification, we will refund the purchase price. If you return the entire order, we will also refund the shipping costs for standard delivery. We may wait to refund you until we have received the products back.

Please note: for reasons of hygiene and food safety, we cannot take back cheese whose vacuum packaging has been opened after delivery. If you order for your business, the cooling-off period does not apply. During the cooling-off period, keep the products cool and in their sealed packaging.

Refunds

We refund you using the same payment method you paid with. The amount is usually in your account within a few working days; with a credit card it may take a little longer.