Delivery & refunds

Two kinds of things. Digital books: PDFs you download and print at home — no postage, no waiting, nothing to send back. And physical lifestyle products (home, active, travel, pets and family accessories), which we resell from third-party manufacturers and post to you. The digital sections come first; the physical-product sections are further down.

Payment happens on Stripe's own secure page. As soon as it succeeds you are returned to a page with your download links on it, and those same files stay available from your downloads afterwards. There is no subscription and no expiry date on a purchase: what you bought stays yours.

Individual download links are deliberately short-lived and stop working after a while. That is a security measure, not a limit on your purchase — open your downloads again and fresh links are generated. Each file also has a generous cap on total downloads to stop links being passed around; if you reach it legitimately, tell us and we will lift it.

Consumers in the EU normally have 14 days to change their mind about an online purchase. Digital content is the exception: once you have been given the file, the law lets that right end early — but only if you expressly asked for immediate delivery and acknowledged that you were giving the right up.

That is exactly what the tick box in the basket is. It is not pre-ticked, you cannot pay without it, and we record when you ticked it. We would rather explain it plainly here than bury it in a wall of terms: tick it and your files are available instantly, and you no longer have an automatic right to cancel for a change of mind.

Giving up the cancellation right does not affect your statutory rights when something is actually wrong. If a file will not open, is the wrong book, is missing pages, or never reached you, that is our problem to fix. Write to us from the contact page and we will send a working file or refund you.

Beyond that, we would rather have a happy reader than a forced sale: if you bought something within the last 14 days and it simply is not what you hoped for, ask, and we will normally refund it as a goodwill gesture.

Refunds go back through Stripe to the card or method you paid with, usually within a few working days depending on your bank. When an order is refunded in full, the download links for it stop working — the purchase record itself is kept, so we can still help you if you contact us about it later.

Physical products are posted from an EU warehouse in Spain directly to the address you give at checkout. We deliver to EU countries only, so there are never customs or import charges on top of the price. Delivery costs €4.95 per order and is free from €45.00; the cost is shown in the basket and again on Stripe's page before you pay.

Orders are dispatched within 1 to 3 business days. Counted from payment, a parcel arrives in 4 to 8 business days in the Netherlands, Belgium and Luxembourg, 4 to 8 in Germany, 4 to 9 in the rest of Western and Central Europe, and 6 to 13 elsewhere in the EU. Your order confirmation shows the dates for your address, and you receive a tracking link once the parcel moves. Around Christmas, each collection page states the last order date for delivery in time.

If an order is late, tell us and we will chase it with the carrier. If it has not arrived within the stated window plus 7 days, you can cancel and we refund you in full, or we send a replacement, whichever you prefer.

As a consumer in the EU you may cancel an order for a physical product for any reason within 14 days of the day you (or someone you nominated) received it. Tell us in writing within that period (email is fine), then send the product back within a further 14 days to the EU return address we send you with your return confirmation. Please return it unused, complete and in its original packaging where possible; you may inspect it as you would in a shop, but we may reduce the refund if the product has been used or handled beyond what is needed to check it.

We refund the price you paid, including standard delivery, within 14 days of receiving the product back (or proof that you sent it), to the payment method you used. Unless the product is faulty or we sent the wrong item, you pay the cost of returning it. Returns go to a warehouse inside the EU, so return postage is a normal domestic or intra-EU parcel rate.

If a product arrives damaged, is not what you ordered, or something is missing from the parcel, tell us within 30 days of delivery with your order number and a photo or short video of the item and its packaging. That evidence is what our supplier needs to accept the claim, and it lets us settle most cases without asking you to post anything back. We then send a replacement or refund you, your choice, and if the item does have to come back we pay the return postage.

A fault that shows later is covered by your statutory rights: for at least two years from delivery under EU law we repair, replace or refund, and we pay the return postage. Nothing on this page shortens that right. The 30-day window above only concerns transport damage and wrong deliveries, where early notice is what makes the claim possible.

We do not make the products we sell. The manufacturer and the EU responsible person are named on every product page, and claims for personal injury or for damage to other property caused by a safety defect are, as far as the law allows, made directly against the manufacturer or importer; the terms explain this. We will always help you identify the right party.

Every price shown includes 21% Dutch VAT, and the delivery charge includes it too. biiwow is below the EU EUR 10,000 distance-selling threshold, so Dutch VAT applies to every consumer order in the EU; invoices show the VAT amount separately. Stripe emails an invoice for each order with the VAT as its own line, our company details and a sequential number. Businesses can enter a VAT number at checkout where Stripe offers it.

biiwow is a Dutch sole proprietorship, Chamber of Commerce (KvK) 42145985, VAT number NL005536860B46. The price you see is the price you pay: no customs duties, no import VAT, no handling fees, because every parcel ships from inside the EU.

A purchase is a personal licence: print it as many times as you like for your own family, childminder, or classroom group. It is not a licence to re-share the file, put it on a resource site, or sell it. The full wording is in the terms.