Payment, Delivery and Returns

Payment

Have you placed your order? You can then pay for and track your order in various ways.

Payment and tracking of your order

You can pay for your order securely in various ways:

  • iDEAL | Wero: Simply pay directly via your bank’s trusted online banking environment.
  • PayPal: A safe and convenient way to make all your online payments.
  • Visa Credit Card, Mastercard or American Express: Also convenient for payments within and outside your country.

Once you have completed the payment process, you can check whether your order has been processed successfully. In your bank account or in the PayPal or credit card app, you can usually see almost immediately that the purchase amount has been debited from or reserved on your account.

Having trouble with your payment?

Has the purchase amount not been debited from your bank account and is it also not visible in your app (PayPal or your credit card)? Then something has gone wrong with the processing of your payment. Your order has not been paid for and has not been placed.

You can safely place a new order.

If you are unable to complete your payment, try emptying your shopping basket, refreshing the web page, and restarting your browser. You could also try a different browser or another device.

Still not working? Please contact us and we will be happy to help you.

You will receive your confirmation by email

After placing your order, you will receive a confirmation email with an overview of the products you have ordered and an order number. This is sent automatically and usually arrives within one hour of placing your order.

Haven’t received your order confirmation? Please check whether it may have ended up in your spam or junk folder.

If you have not received an order confirmation but you have paid for your order, please contact us.

Tip! There is no packing slip or invoice included in your parcel. This means you can also place an online order and have it delivered as a surprise to someone else!

Delivery

As soon as we have received your order and you have paid for it, we will get straight to work.

We and the carrier will do our utmost to deliver your order to you as quickly and efficiently as possible.

When will your order be delivered?

Delivery in the Netherlands, Belgium and Luxembourg:

  • We prepare your parcel for shipment immediately and hand it over to PostNL.
  • PostNL will send you an email with your tracking number. You can track your order via the link in the email and choose from various delivery options.
  • The average delivery time for a PostNL parcel is 1 to 2 working days.
  • For orders placed at weekends and during peak sales periods and public holidays, delivery times may vary and delays may occur. Such delays may extend up to an additional 5 working days, with a maximum of 8 working days. Please take this into account when placing your order.

Please note:

  • We do not currently deliver to locations outside the Benelux. However, this will change soon, so keep an eye on our website!
  • We do not deliver to PO boxes.
  • It is not possible to collect your order from us.

What are the delivery costs?

For standard delivery of small parcels (maximum 3 kg) within the Netherlands, Belgium and Luxembourg, we charge a fixed rate of €4.95 including VAT.

Is your parcel heavier than 3 kg?

  • Then we will charge the actual shipping costs.
  • The applicable shipping costs for your order will be shown at checkout.

Some countries may charge import duties, taxes and other additional fees. These are not included in the price of our products or in the shipping and handling costs, nor are they charged by us. These country-specific charges are the responsibility of the buyer and are invoiced by the customs authorities of the destination country.

Has something gone wrong? Don’t panic!

We’re all human, so things can occasionally go wrong. When they do, we’ll sort it out together.

Could your parcel not be delivered?

Did you enter an incorrect delivery address when placing your order? Or was the parcel unable to be delivered to you by the courier for another reason? In that case, it will be returned to us.

Once we receive the parcel, we will try to contact you.

The cost of the return shipment and the cost of resending the parcel will be at your expense.

Has your parcel gone missing?

You have probably already checked whether it has been left with your neighbours or at your local post office?

If your parcel is truly missing, please contact us so that we can start an investigation with the carrier.

We will resend your order.

Is your parcel’s contents damaged?

That is  unfortunate and we are very sorry to hear that!

Please send an email within 7 days to [email protected], including photos of the damaged product(s) and packaging. We will assess the damage and, based on this, either credit or replace the item.

Please note: Please keep the damaged product(s) and packaging until we have confirmed the next steps.

Have you received the wrong item?

Is there a different item in your parcel than the one you ordered? Sorry, that’s unfortunate on our part…

Please send an email within 7 days to [email protected], including photos of the incorrectly delivered product(s) and packaging. Please also include:

  • Your order number,
  • The item you ordered,
  • The incorrect item you received,
  • Whether you wish to keep or return the incorrectly delivered item.

We will ensure this is resolved as quickly as possible.

Would you like to keep the incorrectly delivered item?

Of course! We will then send you the item you originally ordered as soon as possible, along with a payment link. You will not be charged any shipping costs for the replacement.

Would you like to return the incorrectly delivered item?

In that case, you will not need to pay the return shipping costs.

Returns

Changed your mind? You may return your unused, unopened items within 14 days.

When can you return an item?

If you change your mind about your purchase, you may return it to us within 14 days without giving any reason.

Your return must meet the following conditions:

  • Items must, upon arrival at our warehouse, be unopened (intact), undamaged and in their original packaging for hygiene reasons.
  • You cannot return items that have been used or opened.
  • For products that are damaged or show signs of use, we reserve the right to refuse the return or to deduct any damage from the refund.
  • Did you receive a gift with your order? Please return it as well. If you wish to keep the gift, we will deduct its value (as stated at the time of purchase) from your refund.

You can find more information in our Terms and Conditions.

Tip! Please use the shipping box in which we sent your item for your return shipment.

How and where to return an item?

You can return your products via PostNL within a maximum of 14 days after receiving them.

  • Please ensure that the products you wish to return meet our return conditions.
  • Carefully pack the item(s) to be returned, making sure they are not damaged during transit.
  • Register your return using the MyParcel return form and follow the steps indicated on the relevant webpage. You can also download the return label there.
  • Take the parcel to a PostNL drop-off point.

Tip! Always request proof of postage from PostNL and keep your proof of return until your return has been fully processed.

When and how will you receive your refund?

Once your return has been delivered to us, we will check whether it meets the conditions stated above.

If it does, we will refund the amount of your order as soon as possible using the payment method you used when placing the order.

  • For products that are damaged or show signs of use, we reserve the right to refuse the return or to deduct any damage from the refund.
  • If you received a gift with your order and have kept it, we will deduct the value of the gift (as stated at the time of purchase) from your refund amount.
  • The cost of return shipping is at your expense.

After receipt, it may take up to 14 days for your refund to be fully processed. If the purchase amount has still not been credited to your account after this period, please contact us. We will be happy to assist you using the return form and your proof of postage.

Is it possible to exchange an item?

No, exchanges are not possible as this would create too much administrative complexity and increase the risk of errors.

You are very welcome to place a new order and still receive your preferred product.

You can then return the product(s) you no longer want to us (see the information above under ‘Returns’).

Contact

Do you have another question?

Please get in touch with us. We’ll be happy to help you!