Frequently Asked Questions
Shipping & Delivery
So sorry to hear that you have received the wrong order, our sincere apologies for the inconvenience. Of course we will rectify this for you as soon as possible!
What is the best thing to do right now?
• Report to our customer service that you have received the wrong order/product.
• We will then ask you to return the product(s) to us free of charge, and then you will receive a shipping label from us. So you don't have to incur any costs yourself. Just print out a shipping label and send the package back to us, that's all.
We ensure that you receive the correct product as soon as possible after receiving the incorrectly delivered item by us.
Rather not wait?
We can understand that very well! Maybe it's a gift, or you just need it quickly. Then you can do the following:
In order to have the right item at home as soon as possible, it is best to order a new one from our webshop. Then it will be shipped the same working day before 5 p.m.! You can return the incorrectly delivered item to us free of charge within 30 days of receipt. After receipt of your return, the amount will be credited within 14 working days (depending on your chosen payment method).
Would you like more information about returns?
Go to our "Returns & Cancellation" page
Sorry to hear that your order hasn't arrived yet!
Your order may have been delayed during the shipping process. For example, with bad weather, during Black Friday or public holidays, a delay can easily occur.
To see the status of your package, it is best to look first in your customer account. Here you can immediately see the status of your order. In addition, a Track & Trace was sent from the carrier to the e-mail address you used while ordering to track your order. You will receive this Track & Trace code as soon as the package has been sent and received by the relevant courier service.
Didn't received a Track & trace?
Please contact us via the customer form. We are happy to help you. Click on "contact" to go to the contact form.
It can happen that you are not at home when your package is delivered. If you are not at home, your package will sometimes be delivered to the neighbors, or otherwise your package will be delivered on a different day. This is often the next working day.
Also sometimes your package can be taken to the nearest collection point after 2 failed delivery attempts, so that you can pick up your package there at a later time.
You can anticipate on this when ordering by, for example, having your order delivered:
• At a collection point
• At the neighbors
• Or at another address
Do you have questions about your order?
Please contact us via the customer form. We are happy to help you. Click on "contact" to go to the contact form.
Yes, you can choose where you want your package to be delivered.
• At a collection point, such as at your local supermarket or bookstore
• At the neighbours, family, boyfriend or girlfriend, whoever you want
• Or just at another address
How can I select a collection point?
On the checkout page you can choose from various carriers. With some of these carriers it is possible to choose delivery at a collection point of your choice. Click on the relevant carrier (with "Pick Up Point") and choose your collection point. After your choice, your order will be sent to this address. You will automatically receive an e-mail from us with a Track & Trace code to track your order.
Do you have any further questions?
Please contact us via the customer form. We are happy to help you. Click on "contact" to go to the contact form.
As soon as your order is shipped, you will able to see this in your customer account. You will always receive a confirmation e-mail when your order is shipped from us. From the carrier you will also receive an automatic message with the Track & Trace so you can track your order. This way you know exactly when your package will be delivered!
Din't receive a Track & Trace?
Please contact us via the customer form. We are happy to help you. Click on "contact" to go to the contact form.
Ordered on working days before 5:00 PM, your order will be shipped the same day. In general, your order will be delivered the next working day in both the Netherlands and Belgium.
For other destinations, shipping takes on average between 2-10 business days. The shipping time then depends on the country to which the order must be shipped.
Would you like to receive shipping information about your order?
Please contact us via the customer form. We are happy to help you. Click on "contact" to go to the contact form.