FAQ
IDEAL, Bancontact, Belfius, Paypal, VISA, Maestro and MasterCard
We do not currently offer Klarna
Your order number can be found in the confirmation email and in all emails regarding your order. Another option is to check the order via your account.
We will always send you an email to inform you about the reason why your order has been (partially) canceled. Usually it is one of these reasons:
- One or more items in your order were out of stock at the time of shipment
In this case, we will immediately initiate the refund. - Something went wrong verifying your payment and/or delivery details
Try to go back a step in the payment process on the website and check your details. If everything is correct, it is best to contact your bank for more information. If the problem is with shipping, please check your address details and make sure the delivery address is in the country of the site where you placed the order. - There is a double order
Please check the original order. It may well be that this has already been confirmed and/or sent.
If the problem remains unresolved, please contact us so that a customer service representative can assist you further.
Unfortunately it is not possible to change your order.
Don't worry if your order can no longer be canceled: you can always refuse the package or return the order for free. You can read everything you need to know about this in our Returns Policy .
If you have an account
You can cancel your order within approximately 15 minutes of purchase:
- Go to the order page in My Account
- As long as cancellation is possible, you will find a cancel order button
- As soon as you click on this and confirm the action, the order will be canceled
If you ordered as a guest
We can try to cancel it for you. Please contact us as soon as possible (within 15 minutes of placing the order would be perfect) so that our customer service can take care of that.
Exceptions and changes to the order
Orders with a gift voucher cannot be canceled.
If you are late in canceling your order, or if the order was processed faster than the specified time, don't worry. You can always refuse the package upon arrival or return it to us later for free.
Shipping is 5-7 business days in NL.
The shipping costs are as follows:
Netherlands: €4.95
Belgium: €8.95
EU: €15.95
We send our parcels 9/10 times in letterbox format. At PostNL some letterbox parcels are delivered by a bicycle delivery person and they scan the parcel before they deliver. It can then take up to 5 working days after the parcel has been scanned until the parcel is delivered.
If the package has still not been scanned after 7 days, please contact us here . We will then look for a suitable solution together.
In total, it may take up to 15 business days from the time your package is sent to our warehouse for a refund to appear in your bank account. Please contact us if your refund is not yet visible. Our customer service representative will be happy to help you.
You can return your online order within 30 days, starting from the date on your invoice.
We cannot take back incomplete returns or items that have been worn or washed. If the quality of items has deteriorated due to frequent use, we may have to return them to you. To avoid errors when scanning your return, the items must be on the return label. If you are returning items from multiple orders, use the correct label for each return and package them separately.
We cannot accept returns that are incomplete or that have been worn or washed. If the quality of items has deteriorated due to frequent use, we may return them to you. If you are returning items from multiple orders, please use the correct label for each return shipment and pack them separately.
We charge €4.25 per returned package.
You can return the package at a PostNL point.