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Frequently Asked Questions.
01. Orders
When do I receive my order?
When placing the order, a day of shipment is indicated. After the order has been placed, the same delivery time will also be stated on the order confirmation. It is therefore never possible that during the order, the shipping day on the website, is different than on the order confirmation.
I now see the longer delivery time of (a part of) my order. How can I cancel it?
If the order has a longer delivery time than you had previously seen, it is of course possible to cancel (a part of) the order. For this you can contact our customer service. They will cancel the order for you. The purchase amount will be back on your bank account within two working days. When an order has already been shipped, it can no longer be cancelled.
When will I receive the invoice for my order?
When you have paid for the order, you will not automatically receive an invoice for your order. If you wish to receive an invoice, this can be done in two ways.The first way is through your account at our store. When you log in to your account you can see your orders and download the invoice.
02. Shipment
When will my order be shipped?
The shipment date is always indicated during checkout. This same date will also be mentioned on the order confirmation you receive via email. This way, there is no discrepancy between the expected shipping day on the website and the one confirmed after the purchase.
Can I track my shipment?
Yes, once your order is shipped, you will receive an email with a tracking link. This allows you to follow your package in real-time until it reaches your delivery address.
What should I do if my shipment is delayed?
If your shipment is delayed, we recommend first checking the tracking link provided. If no updates are available or the delay is longer than expected, you can contact our customer service for assistance.
03. Returns
How do I return an item?
Returning an item is simple. You can initiate a return by contacting our customer service. They will guide you through the process and provide you with a return label. Items must be returned in their original condition and packaging.
How long do I have to return my order?
You can return your items within 14 days of receiving your order. After this period, returns are no longer accepted unless agreed upon with our customer service.
When will I receive my refund?
Once we have received and processed your return, the refund will be issued to your bank account within five working days. You will receive a confirmation email once the refund is completed.
04. Exchanges and complaints
Can I exchange a product?
Yes, you can exchange a product within 14 days of delivery. Please contact our customer service to arrange the exchange. The item must be unused and in its original packaging.
What should I do if I received a damaged or incorrect item?
In case you receive a damaged or incorrect item, please contact our customer service as soon as possible. We will arrange a replacement or provide a suitable solution.
How can I file a complaint?
If you are not satisfied with our product or service, we encourage you to contact our customer service. We will make every effort to resolve your complaint quickly and fairly.
05. Store Pickup
Can I pick up my order in-store?
Yes, during the checkout process you can choose “Store Pickup” as the delivery option. You will receive a notification when your order is ready for collection.
What do I need to bring to pick up my order?
Please bring a copy of your order confirmation (digital or printed) and a valid form of identification. This helps us ensure the order is handed over to the correct person.
How long will my order be held at the store?
We will hold your order for 7 days after the pickup notification is sent. If you are unable to pick it up within this time, please contact our customer service.
06. Delivery Terms
What are your delivery conditions?
We deliver to all standard addresses within the country. Delivery times and options are clearly stated during checkout and in your order confirmation.
Can I change my delivery address after placing an order?
If your order has not yet been shipped, it is possible to change the delivery address. Please contact our customer service as soon as possible to arrange this.
What happens if I am not home at the time of delivery?
If you are not home during delivery, the courier will leave a note with further instructions. This may include a new delivery attempt or information on where the package can be collected.
