Customer Service
What is the delivery time and cost?
Delivery Timeframe
Orders typically arrive within 4-5 business days after you receive the order confirmation. Please note that delivery times might fluctuate based on the carrier and pickup schedules.
Shipping Cost
Notifications of Delays
What delivery options do I have?
Carrier options
Standard delivery: GLS
*Please note that you cannot choose another carrier for your delivery.
Delivery location options:
- Your home address or another address of your choosing
- A pick-up point of the carrier
- A store near you
*Please note that not all stores may offer pick-up services.
Shipping Cost
Notifications of Delays
Why was my order cancelled?
Delivery Timeframe
We’ll always send you an email to let you know why your order has been (partially) cancelled.
Most of the time it’s one of these reasons:
- Your items were out of stock at the time of shipping. If this is the case, you will be refunded.
- Something went wrong while verifying your billing and/or shipping details Try to go back one step in the payment process on the website to check your details. If it is correct, it’s easiest to contact your bank to see if they can help you find out more. If the issue lies in the shipping, please check your address details and make sure the address is based in the same country as the website you’ve ordered from.
- There’s a duplicate order Please check the original order. It could be that it has been confirmed and/or shipped already.
If the issue remains unsolved, contact us so our customer service team can assist you further.
What should I do if I receive the wrong item?
Missed delivery attempt
If the delivery attempt fails, the carrier typically does one of the following:
- They will try again at a later moment
- They will try to leave it with one of your neighbors
- They leave the parcel at a pick-up location
Please note that the carrier leaves a note regarding the offered solution.
Can I modify my order details?
Unfortunately, we cannot modify your order details.
If you’ve made a mistake, no worries. You can:
- Try to cancel the order
- Decline the parcel upon arrival
- Return it to us, free of charge.
What emails will I receive regarding my order?
After placing your order, we will send you a few emails to update you on its status.*
Order and delivery emails
- An order confirmation email lets you know that we have received your order.
- A shipping confirmation email lets you know we have processed your order. This email includes a tracking number that becomes active within 24-48 hours.
- You will also receive an email containing the invoice for your order.
Return and cancellation emails
- The return confirmation email lets you know that we have received your returned order and that our warehouse staff is happy with its status. It also means we have started the refund process.
- If needed, the order cancellation email confirms that your order has been cancelled.
*Sometimes, these emails end up in spam, so make sure to check your spam box or add us to your spam exceptions.
What should I do if I'm missing part of my order?
What should I do if my order was delivered to the wrong address
If your order was delivered to the wrong address, you can locate it under delivery status in your account or check the track & trace link in the shipping confirmation email.
If the order hasn’t been delivered yet, you can contact your carrier to see if they can help you change the delivery address. If the parcel was declined at the delivery address, the order will return to our warehouse. Once we have processed the return, you will be refunded within 10 to 14 days.
If you still have not received your order, you can contact us . One of our agents will assist you further.
My parcel was delivered but I have not received anything
If the status of your order is ‘delivered’ but you haven’t received anything:
- Check with your neighbours to see if they collected it
- Check if the carrier left a delivery note with instructions
If you still have not received your order, you can contact us . One of our agents will assist you further.
Cancelled Orders
How to cancel your order If you have an account
Here’s how you can cancel your order within 30 minutes after your purchase:
- Visit the orders page in My Account
- As long as cancelling is possible, you’ll find a cancel order button
- Once you click this and confirm the action, the order is cancelled
If you ordered as a guest
We can try to cancel your order for you. Contact us as soon as you can (within 15 min after placing the order) so our customer service team can take it from there.
If you are too late with canceling your order, or if the order was processed faster than the given time frame, don’t worry. You can always decline the parcel upon arrival or return it to us later, free of charge.
Exceptions
Orders containing a gift card cannot be cancelled.
Where is my order?
Tracking order placed with an account:
– Navigate to ‘Orders’ in the My Account menu
– Click on ‘View Order’
– Check the order status
– If the order has been shipped, a “Track Order” button will appear which will take you to the carrier’s website.
Tracking orders placed as a guest:
If you’ve placed the order as a guest, you can see the most updated status of your order here .
You can also find this page on the footer of our website.
We are available Monday - Sunday: 9AM - 9PM CET.