Question 1

What are your sustainability criteria?

Accepted Answer

To become a seller on Kyndly, brands must meet strict sustainability criteria. We only select brands that consciously choose environmentally friendly materials, fair production processes and transparent supply chains.In concrete terms, this means that we look at:the use of sustainable or recycled raw materialsproduction with respect for people and the environmentminimal CO₂ emissions and energy consumptionplastic-free or reusable packagingfair wages and good working conditions
Each brand is carefully independently assessed by Green Story before it is admitted, so you can make conscious choices with confidence. Read more here.

Question 2

How is the sustainability of products verified?

Accepted Answer

We guarantee the sustainability of our products by having them independently tested by Green Story. Green Story verifies the data that the brands provide us with about the use of raw materials, production, suppliers, transport etc. Only when a brand meets very strict requirements, including the use of recycled, natural or biodegradable raw materials, the avoidance of harmful chemicals, and they comply with ethical and fair production, they are allowed to sell their products on Kyndly. Read more here.

Question 3

How can I support Kyndly's mission?

Accepted Answer

You can support Kyndly's mission by making conscious purchasing decisions, spreading awareness about our mission and choosing products that align with our vision of respect and harmony with our planet. By buying consciously, from brands that are committed to a better world. In addition, every purchase helps protect primary forests, oceans, animal habitats, insects... simply everything that lives and has the right to live. We donate 100% of our profits to organizations that are committed to nature conservation. For more information, check our 'Charities' page

Question 4

Is Kyndly a non-profit organization?

Accepted Answer

Kyndly is part of Stichting Green Unity, a Dutch non-profit organization, which means that all profits are donated to organizations that are committed to nature conservation. We support various charities, including Rainforest Trust, Re:wild and The Ocean Cleanup.

Question 5

How quickly will I receive my order?

Accepted Answer

In-stock products will be delivered within 1-2 business days. Sustainable delivery may take longer because we ask our brands to use the most environmentally friendly shipping options. This often means choosing slower, but more sustainable methods to reduce CO₂ emissions and the overall environmental impact. For example, we try to wait until a van is fully loaded to prevent it from transporting "air." Or we critically review delivery routes and wait until multiple packages are entering the same neighborhood.

Question 6

From which country do you ship your products?

Accepted Answer

All brands on our platform ship from the Netherlands. This is a requirement for becoming a seller on our platform.

Question 7

Can I track my order?

Accepted Answer

Yes, you can track your sustainable delivery. For all orders we send an email with track & trace information, so you can follow the progress of your shipment and the estimated delivery time.

Question 8

How do I request a return?

Accepted Answer

To request a refund, please contact our customer service via chat, the contact form , or by email at klantenservice@kyndly.nl, quoting your order number. We will refund the full purchase price (including any shipping and payment costs) as soon as possible, but no later than 14 days after receiving your cancellation notice. However, we may withhold the refund until we have received the products or until you have demonstrated that you have sent them back.

Question 9

What is your return policy?

Accepted Answer

Our returns policy allows you to return items within 14 days of receipt. Items must be undamaged, in their original packaging, and in as original a condition as possible. For more information, please check our returns policy page.

Question 10

Why should I buy a product from Kyndly, and not directly from the brand itself?

Accepted Answer

Because we donate our profits to charities, you're making a direct impact with your Kyndly purchase! So you're doing twice as well by shopping at Kyndly, because you're already buying from brands that are truly making a difference for our planet, and we're also supporting five charities that are committed to preserving biodiversity and protecting nature. We also ask brands to maintain the same price as in their own webshop, so you're not paying a premium to shop with us.

Question 11

From which countries can I order products on Kyndly?

Accepted Answer

Currently only available from the Netherlands and Belgium. We expect to expand to other European countries in 2026. We'll keep you updated!

Question 12

How can an order be placed?

Accepted Answer

Ordering from Kyndly is easy. Once you've found a product you want to buy, click "Add to Cart." When you're finished shopping, go to your cart and click "Checkout." Enter your information, choose your payment method, and confirm your order. You'll then immediately receive an order confirmation email .

Question 13

Can I still change or cancel my order?

Accepted Answer

Once an order is placed, it's immediately forwarded to the brand. If you need to change or cancel your order, please contact us as soon as possible, and we'll put you in touch with the brand in question.

Question 14

Are the prices on your website inclusive or exclusive of VAT?

Accepted Answer

All prices listed on Kyndly include VAT.

Question 15

How is your product range created?

Accepted Answer

The product offering you see on Kyndly may differ from the offerings another consumer sees. This depends on several factors. You can find more information on this page: https://www.kyndly.com/productaanbod

Question 16

I have a complaint.

Accepted Answer

At Kyndly, we do everything we can to provide you with a pleasant and honest shopping experience. However, sometimes things don't go quite as planned. We take every complaint seriously, whether it concerns a product or our service.How can you file a complaint? Do you have a complaint about a product or our service? Let us know via the contact form or send an email to klantenservice@kyndly.nl . Describe your complaint as clearly as possible so we can handle it quickly.When will you hear from us? You'll receive a substantive response from us within 14 days of receiving your complaint . We always strive to find a good solution together.Complaints about products from third-party sellers. Kyndly is a marketplace where sustainable brands ship their products directly to you. If you have a complaint about a product or delivery from one of these brands, please contact the seller in question first. You can find their contact information in your order confirmation and in the shipping confirmation from that brand.If you can't resolve the issue together or the problem persists, you can contact our team at klantenservice@kyndly.nl . We're happy to help mediate between you and the seller so we can find a suitable solution.Disputes If a complaint cannot be resolved by mutual agreement, a dispute arises that can be submitted to a competent authority or the dispute committee in accordance with the applicable rules of Thuiswinkel.org.

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