Can I change or cancel my order?
You change or cancel your order if you have not yet paid.
Have you already paid and placed your order? Then call our customer service during opening hours.
What do I do if my payment has failed?
My iDEAL payment was not successful
Have you paid via iDEAL but are you not quite sure whether your payment was successful? Check whether we have deducted money from your account:
- Has money been debited and you have not received a confirmation from us? Wait an hour. If you have not received a confirmation after an hour, please contact our customer service.
- Has nothing been debited from your account? Then the payment was not successful. You simply order again.
My credit card payment has been rejected
Did your credit card payment fail? Then we cancel the order. Order again and choose another payment method.
Where is my order?
Do you want to know where your order is? You have received an e-mail from PostNL with your track & trace code. Check where your order is via the track & trace link in your order confirmation.
When can I expect my order?
We send your package with PostNL. The following applies to all webshop orders: ordered on working days before 23:59, delivered within 1 to 3 working days.
We deliver on Monday to Friday. This delivery time is an estimate. Have we shipped your order? Then you will receive an e-mail with a track and trace code from PostNL. This way you know exactly where your package is.
* The delivery time is stated in working days; Saturdays, Sundays and public holidays do not count.
What are the shipping costs?
We charge shipping costs for our products within the Netherlands and Belgium starting from € 7.50. For Germany this applies from €9.95. Different prices apply for samples.
What can I do if I can’t accept my order?
Have you ordered something but you are not at home? PostNL will leave you a ‘not at home message’. You can easily make a new appointment via the website www.postnl.nl or you can choose to pick it up at a PostNL point.
What do I do if my item or package is damaged?
When you open it, do you see that one or more item(s) is (are) damaged? Please contact customer service. We then ask for photos of the package and the damage.