Customer service · shipping and returns
Shipping and returns
Free insured shipping to the Netherlands, Belgium and Germany; €34.95 to Austria, Czechia, Sweden and Finland. You have 14 days to withdraw: this is how you send a phone back and get your money back.
Shipping
Every phone goes out insured with PostNL and has to be signed for on delivery. Setting up your phone takes 3 to 5 working days; the delivery times below include that.
| Country | Shipping | Delivery |
|---|---|---|
| Netherlands | Free | 4 to 7 working days |
| Belgium | Free | 5 to 8 working days |
| Germany | Free | 5 to 9 working days |
| Austria | €34.95 | 6 to 10 working days |
| Czechia | €34.95 | 7 to 11 working days |
| Sweden | €34.95 | 6 to 11 working days |
| Finland | €34.95 | 7 to 12 working days |
We don't ship to Denmark, Italy or Switzerland: the national ID apps there block GrapheneOS. Your country is not listed? Ask us on WhatsApp.
Returns
You have 14 days to withdraw, starting the day after you receive the phone. During that time you can withdraw from the purchase without giving a reason. This also applies if you have already opened the packaging or the seal, and to a phone we have set up for you. There are no exceptions to this right of withdrawal.
How it works
- Notify us within 14 days. Let us know within 14 days of receipt that you are withdrawing from the purchase. You can do this with the button below, by email to info@snowden-phone.nl or with the model withdrawal form.
- Send the phone back within 14 days. After your notice, you have another 14 days to send the phone to our returns address: Snowden Phone, Brinkzicht 7, 3743 EX Baarn, the Netherlands. This is our returns address. Our business address in Soest does not accept returns.
- You get your money back within 14 days. We refund everything you paid for the order, including the standard shipping costs (also the €34.95 for Austria, Czechia, Sweden or Finland). We do this within 14 days of your notice, using the payment method you paid with. If by then we do not have the phone back and you have not yet shown us proof of postage, we may wait until one of the two is the case.
Where we deliver
We deliver to the Netherlands, Belgium, Germany, Austria, Czechia, Sweden and Finland. We do not ship to other countries. That way every phone goes out insured and signed for, we can keep our warranty and support promises, and we stay within the rules on exports and payments. We do not deliver to parcel forwarding services or parcel lockers. You sign for the parcel on delivery. In the Netherlands it is handed over in person at the door and we never leave it with a neighbour; if you are not at home, you can collect it within five days at a PostNL location, where it is only released to the addressee or an adult member of the household, after signing. In Belgium and the other countries it is sent insured and signed for. We sell at most two phones per customer in 30 days. Need more? Please get in touch.
Return costs and shipping
You pay the cost of the return shipping. Send the parcel tracked and insured for its full value, and keep your proof of postage. If you prefer, we can provide a return label as a service; its cost is then deducted from your refund.
Condition of the phone
Send the phone back with everything that came with it, in the original packaging if possible. You may unpack the phone, switch it on and try it out as you would in a shop. If you use it more than needed to see what it is, what it does and how it works, we may deduct the loss in value from the amount.
Before you send it, would you log out of your accounts and reset the phone to factory settings? At the very least, remove your screen lock. This is a request; your return does not depend on it.
Questions
Questions about your return? Email info@snowden-phone.nl or message us on WhatsApp at +31 6 86 09 99 75. The full rules are in our terms.