FAQ
HOW QUICKLY CAN YOU ANSWER MY QUESTION?
We answer messages and emails in the order they are received and we try to respond as quickly as possible. We usually respond within 24 hours of receiving a message or email.
CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?
Once an order is placed, our warehouse staff can pack and ship your order within 24 hours, so it is not always possible to process address change requests. If you notice an error, please email us as soon as possible with your name and order number so we can attempt to make a correction(s) to your package before it leaves. There is no guarantee that we can make it, especially once it leaves our warehouse, but we will do our best!
HOW LONG IS THE PROCESSING PERIOD?
Order processing times are between 1 and 3 business days after the day you place your order. Most packages are prepared within 24 hours, but if our warehouse is exceptionally backed up, processing times can be up to 3 business days after the day you place your order.
GENERAL SHIPPING INFORMATION:
Our warehouse processes and ships all orders Monday through Friday (excluding holidays). After you place your order, your package will be shipped within 1-2 business days of placing your order. Shortly after, you will receive an email with your tracking number. USPS is our primary carrier for Dutch customers. Depending on where you live, packages will be delivered within 5-12 days from the date of shipment.
WILL MY ORDER COME IN ONE PACKAGE?
Depending on the size of your order, you may receive separate packages which may arrive 1-2 business days apart.
OUT OF STOCK/BACKORDERED ITEMS:
In the event that any of your items are out of stock, we will send you an email to let you know when we expect the items to be shipped. If the items are not expected to be back in stock within 2 weeks, we will automatically refund you for those items.
ADDRESS CHANGES:
Our warehouse staff are super fast, so if you spot an error, please email us as soon as possible with your name and order number so we can try to catch your package before it leaves. There is no guarantee we can change it, especially once it leaves our warehouse, but we will do everything we can!
I RECEIVED A DAMAGED ITEM, WHAT SHOULD I DO?
We apologize that your shipment did not arrive in perfect condition! Please contact us with your name and order number for further assistance.
HOW CAN I TRACK MY ORDER?
Simply go to the link Track my order on the homepage or main menu and enter your tracking number to see where your package is. If you need further assistance, we are always happy to help you.
WHY IS MY TRACKING NUMBER NOT WORKING?
Often tracking numbers only work on domestic orders because foreign postal systems do not update the location of the package in our carriers' systems. International shipping usually takes between 2-4 weeks, so you can estimate that it will take approximately that long from the time your package ships until you receive it. If your order is domestic and the tracking number is not working, please let us know so we can make sure your items were shipped correctly.
THE TRACKING NUMBER SAYS DELIVERED, BUT I DIDN'T RECEIVE MY ORDER?
All domestic (Dutch) delivery issues are the responsibility of PostNL/DHL once it has been shipped from our warehouse or suppliers. You can contact PostNL/DHL to locate your package at your local post office.
WHAT SHOULD I DO IF SOMETHING IS MISSING OR DAMAGED IN MY ORDER?
If any of your purchased items are missing or damaged, please contact us immediately to resolve the issue. We have a money back guarantee that lasts 30 days before the delivery of your order, so make sure you contact us within that time frame. If you would like to reach us to assist you, please use the tab Contact contact us.