INFORMATION QUESTIONS
FREQUENTLY ASKED QUESTIONS
When will my order be shipped and delivered?
We need 5 business days to process your order. After that, shipping time depends on the destination:
NL → Belgium (Benelux): 1–2 business days
NL → Germany: 3 business days
NL → Other EU countries: 4–5 business days
NL → International (worldwide): 7–8 business days
This means the total estimated delivery times are:
NL → Belgium (Benelux): 6 business days
NL → Germany: 7 business days
NL → Other EU countries: 9–10 business days
NL → International (worldwide): 11–12 business days
Where is my order?
As soon as your order has been shipped, you’ll receive a tracking link by email. With this link, you can follow your package in real time.
If you haven’t received the link or your order seems delayed, please reach out to our chatbot, Tracey, she will give you an update.
Did my order go through? I didn’t receive an order confirmation.
If you didn’t receive a confirmation email, first check your spam or promotions folder. If it’s not there, it’s possible that:
The order wasn’t completed, or
The email address was entered incorrectly.
Please contact us with your name and email address so we can check it for you.
Can I change or cancel my order (e.g., change the size)?
Order processing starts right after you place it. During the first or second day, it may still be possible to make changes or cancel. After that, adjustments are usually no longer possible.
If you’d like to make a change, please contact us as quickly as possible.
I want to return my order, how do I do this?
.
The return address can be found on your packing slip, at the bottom of our website, or you can request it directly via this chatbot.
Please include your order number when sending your return.
Has my return already been received and when will I get my refund?
Once we receive your return, it will be processed within 5 business days.
Refunds are issued via your original payment method within 28 days after we’ve received your return.
You’ll receive an email confirmation once the refund has been processed.
My product arrived damaged/defective, what should I do?
We’re very sorry for the inconvenience. Please take a photo of the damaged or defective product and send it together with your order number to our customer service team. We’ll arrange a suitable solution(replacement) as quickly as possible
Which payment methods can I use?
You can pay safely and easily via credit card, PayPal, Klarna pay later, iDEAL, and other commonly used payment methods. All payments are processed through a secure connection.