Below you will find answers to questions that are frequently asked by our customers. So it's best to first see if the answer you're looking for is among them.
If your question is still not listed, you can always email us and / or WhatsAp, we are happy to help you!
Fortunately, our ordering process is very simple! On the product page of the product you want to order, add the item to the shopping cart and fill in all the details that are requested. Choose a payment method and confirm and pay the order. Once we have received your order, you will receive a confirmation email. When we have shipped your order, you will receive an email with a Track and Trace link. It couldn't be easier!
Always check your junk mail folder or spam box first. You really didn't receive anything? A small mistake! Something must have gone wrong! But... don't worry, we haven't forgotten about you! If you're not sure if your order went through properly, just mail or call us, and we'll have a look with you!
Yes you can! You can change the delivery address to that of your loved one, grandmother, neighbor or teacher. You can do this in the last step of the ordering process, after you have entered your own address as the billing address. We do need your email address so that the lucky person does not receive the order confirmation. It would of course be a shame if the surprise is spoiled by our emails.
Yes, all prices on our website include 21% VAT. Did you make a purchase for your company and would you like to receive a separate invoice? Please mail us with the details. Then we will send the invoice within a few days.
No, we will only send it to you by email because we want to protect the environment as much as possible. So no printed packing slips or invoices in the shipping box! Can I also visit you in a physical store? Unfortunately, this is not possible. We only sell our products online.
With us you can pay with various payment methods! Among others Klarna, iDeal, PayPal, Credit Card, Bancontact or Mister Cash and Sofort. Do you miss a payment method? Please let us know!
With us you can easily pay afterwards via Klarna!
We can only arrange this for companies. Would you like to place a large business order? That is always possible on invoice. Send us your wishes by mail and we will make you an appropriate offer.
We always ship our products in a neat and sturdy packaging. Normally it should arrive nicely at the customer. Did something go wrong on the way? Please let us know, so we can find a suitable solution.
We strive to deliver all orders on weekdays before 23:00 (21:00 for Belgium) the next day. You can of course also order at the weekend. Then the orders will be processed on Monday. Very sometimes our delivery promises go wrong, because not all orders are in stock or because an error is made by DHL. Has your order not arrived after 5 days? Please let us know by e-mail, so we can check with you.
We deliver everywhere in the Netherlands and Belgium, even to the Wadden Islands without surcharge! With us, shipping is always free!
Usually we ship our packages with DHL. One day before the agreed delivery date you will receive a track 'n trace code from us with which you can follow your package. The DHL will then make a first attempt to deliver the package on the agreed delivery day. If you are not at home they will try to deliver it to your neighbors. If this also fails, they will take the package back to the nearest parcel point where you can pick it up within 7 days. DHL will leave a bill with instructions in this case.
That is annoying! Unfortunately things sometimes go wrong at DHL, not surprisingly so, when there are so many packages to process! Sometimes it is still a day or a few days later delivered. If your package has not arrived we will start an investigation for you, so we can find out as soon as possible where your package is and have it sent. If your order is not found, we will of course send you a new one.
No, unfortunately you cannot. DHL will give you a timeframe one day before delivery when they expect to deliver your package.
Unfortunately we cannot give instructions to DHL. So we can't tell them to put the package in the barn if you are not home, for example. You can of course leave a bill on the door for the delivery person. We can not guarantee that the driver will follow the instructions. If the package is lost, the responsibility lies with the driver.
Currently this is not possible because we have no visiting address or store. Perhaps in the future we can offer this method of delivery.
How annoying! We have done our best to provide you with a nice product. You can of course always cancel your order without giving any reason, but within 14 days of receipt. You then have 14 days to return the shipment to us. We kindly ask you to always contact customer service first before you send the product back.
Happy with your product but is it broken or in bad condition arrived? Then we will provide an appropriate solution, because that's not the intention! Please contact our customer service.
That is unfortunate. In some cases a package gets damaged on the way. Of course we solve this. If you contact our customer service, we will ensure that a new product or a refund is arranged.
That is a bummer! Of course something can always break. To find a suitable solution, it is best to contact our customer service by email. Together we will then see if the defect is covered by the warranty and how we can best solve the problem.
If you want to cancel your order (and therefore dissolve the agreement with us), it would be nice if you pack the received items as they arrived. Please use our shipping box. This is the best way to get them back to us. If our box is already at the waste paper then returning in a self made box is at your own risk.
You can easily bring your package(s) to the nearest PostNL or DHL location in your area. The costs for this are for yourself, unless you want to return because the product is defective. Always contact us first via customer service. We will then give you the instructions you need for the return process.
We always refund the full purchase amount as soon as possible. We will refund you using the same payment method used to make the original transaction. We may wait to refund you until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is sooner.
The standard withdrawal period for all products purchased online is 14 days after receipt of the products, during which you may cancel the purchase. After you have notified us that you wish to cancel the purchase you have another 14 days to return the product. This is called the right of withdrawal. If the product has not been handled properly during the cooling-off period, we can charge you for the resulting reduction in value (this can be up to 100% of the purchase price). We will not reimburse you for the cost of return unless the reason for return is a defect. See also the question above.
That is annoying! You can always report a complaint by contacting us via email, phone or social media.
We respond to your complaint as quickly as possible and always within a few days. In practice this means that we try to respond within 24 hours. If we need more information from you, we will ask for this. We will do everything we can to come up with an appropriate solution and make you happy again.