ORDER & DELIVERY
How do I place an order?
To place your order, select the item(s) that you wish to purchase and add it to your shopping cart. Then, proceed to the checkout page where you must fill in your personal information and pay for the order. Make sure to double check that you have filled in your details correctly to ensure that you receive all the necessary info and that your order is delivered without any complications.
Can I adjust my order after I have placed it?
Unfortunately, once an order is submitted, we are unable to change the ordered products or the quantity selected. If you wish to receive an exchange, please send back your order and place a new order at your own convenience. Please refer to our Return Policy (click here) for more instructions about returning your product.
Can I change my delivery address after I have placed my order?
If you wish to make a change in your delivery address, please contact us as soon as possible and we will do our best to assist you in this matter. In the event we are unable to process the address change directly on our system, usually, because the package has already been shipped, we will need to contact our courier to make any modifications to the delivery address.
Please note we cannot guarantee this is still possible before delivery, as the package might already be on its way. This process will certainly delay the delivery time. We are not responsible for any delay in delivery due to an address change request by the customer.
Can I cancel my order?
Cancelling an order unfortunately isn’t possible at this time. Products purchased from us leave our warehouse right after the order has been placed. In case of cancellation, even if the order hasn’t arrived at your address yet, you will still be responsible for the return of the product.
I have not received an e-mail confirmation of my order - what do I do?
If you haven’t received a confirmation e-mail within 24 hours after ordering, please contact us through this form (click here) by selecting subject ‘Order & Delivery’.
The product I want is out of stock - when will you restock?
We are constantly working on restocking all of our products, and the sold-out products are in production. We have implemented a reminder system which will automatically send you a reminder when a product is back in stock, you can subscribe to this reminder through the respective product-page on our website.
Is shipping free?
Yes, shipping for orders over €50 is on us. We provide free worldwide shipping to the countries as outlined in the next section.
Do you ship to my country?
On the check-out page there is a drop-down menu which allows you to choose the shipping country.
We currently ship to the following countries: Australia, Austria, Belgium, Brazil, Bulgaria, Canada, China, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong SAR China, Hungary, Ireland, Italy, Japan, Latvia, Lithuania, Luxembourg, Malta, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, South Africa, Spain, Sweden, Switzerland, United Kingdom, United States.
We aim to expand shipment options to more countries as soon as possible. Stay up to date by subscribing to our newsletter.
Is it possible to track my order?
You will receive a tracking number in your email after your order has been processed at our warehouse.
From where are your products shipped?
Our products are shipped from our warehouse in the Netherlands.
Is there an invoice included with the shipment?
We will send all customers an invoice in their e-mail. If you order from outside of the EU, a commercial invoice will be attached to the package to make sure it clears through customs.
What is the estimated delivery time after placing my order?
We aim to deliver your order as quickly as possible.
Once your order has been successfully submitted, the warehouse then processes your order the same or the following business day. It is then picked, packed, and dispatched. Once it is on its way to you, you will receive tracking info, along with the info of an estimated delivery date, via email.
You should receive your order 3-5 business days thereafter. Packages are not transported on weekends and local public holidays.
Kindly note that the estimated delivery times (3-5) are estimates and may vary due to external factors outside of our and our courier’s control.
These factors may include, but are not limited to, extreme weather conditions, technical failures, customs delays, etc.
Additionally, please note that during periods of promotional campaigns, delivery times may be longer than usual.
I haven’t received my package yet - what do I do?
Please use your Tracking Number to locate your package and check the estimated delivery time.
If you have not received your Tracking Number within 48 hours after purchasing, please contact us through this form (click here) and select the topic 'Order & Delivery' and we will look into this for you.
I received my package, but my order is incomplete - what do I do?
In case you have received an incomplete order, you can contact our customer care team through this form (click here) with subject ‘Returns & Exchanges’.
I have received a faulty product - what do I do?
In case of a product that is damaged or broken upon receipt, our customer care team must be contacted through this form (click here) with subject ‘Returns & Exchanges’ within 24 hours. You should not ship back a broken or damaged product without prior contact with the customer care team.
The tracking indicates that my package has been delivered, but I have not received anything - what do I do?
Please contact our customer care department within 7 days after the parcel has been delivered according to the tracking. You can contact us through this form (click here), please select the topic 'Order & Delivery' Our customer care team will contact the carrier to start an investigation into the whereabouts of the package.
Please be aware that this investigation can take up to 30 days. In case of a shipment that went missing as the result of an error by the carrier (and after the complaint procedure of the carrier has been completed), we will either refund you or we will try to re-ship the ordered product.
Can I pick up my package from a pick-up point?
This is depending on the policy of your local post office. It is your responsibility to check if your local post office accepts packages for you before ordering.