Frequently asked questions (FAQ)
On this page you will find the answers to our most frequently asked questions. If you cannot find the answer to your question here, you can always contact us.
Content
1. Delivery
a) When will my order be delivered?
b) I have only received part of my order?
c) I have ordered but have not received track & trace information?
d) The delivery time of my order has expired but I have not received anything yet?
2. Order and pay
a) I have chosen to pay by bank transfer. What should I do now?
b) Can I pay afterwards?
c) I wish to cancel my order, how does this work?
3. Reflection period and warranty
a) I wish to make use of my cooling-off period, how does this work?
b) My product has arrived broken/defective, what now?
c) I have returned my order but have not yet received a replacement/refund?
1. Delivery
a) When will my order be delivered?
The delivery time of your order may differ from product to product. For example, there are some articles that are delivered in one day, but also articles with a delivery time of several weeks.
You can always find this delivery time on the specific product page as the second heading under the "add to cart" button.
b) I have only received part of my order?
Part of our range is delivered directly from our supplier, so we can provide better prices for our customers. For this reason and due to the different delivery times of our products, it is possible that your order will be sent in different parts.
So if you only receive part of your order, you may have to wait a few days for the rest. If you want to know where the rest of your order is, you can send us a message asking for the track & trace information.
c) I have ordered but have not received track & trace information?
If your ordered product is small enough to fit in the letterbox and "Free 24h standard shipping" has been chosen, we will normally send it via regular letter mail. In this way too high shipping costs are saved and we can offer a better price again.
If you think that the product does not fit in the letterbox, you can send us a message asking for the track & trace information and we will check this for you and forward it if available.
If the optional shipping service "24h expedited and insured shipping with track & trace code" is chosen, you will automatically receive the track & trace code from us by email at the time of shipment.
If that is not the case, it is best to send us an email.
d) The delivery time of my order has expired but I have not received anything yet?
The estimated delivery time includes the 24-hour shipping time and also depends on the payment confirmation and the selected shipping service.
Delivery times may vary, especially during busy periods there may be delays with the courier services.
2. Order and pay
a) I have chosen to pay by bank transfer. What should I do now?
In this case, you transfer the invoice amount to our account, using your order number starting with "ORD" as a reference. To find the information about your order, you can check your e-mail for the invoice you received from us after placing the order.
With a European transfer it usually takes up to 2 working days before we receive the deposited amount on our bank account. Then the order will be shipped immediately!
b) Can I pay afterwards?
That is indeed possible! Depending on the country from which you order, you can use Klarna or AfterPay to pay as soon as you receive the order. If you already have an outstanding balance with one of these bodies, it is possible that you cannot use it.
c) I wish to cancel my order, how does this work?
If the order has not yet been shipped, you can send us a message and we will cancel the order for you. Unfortunately, if the order is already on its way, the order cannot be canceled immediately, because the shipment usually cannot be stopped.
If you no longer want the product, we recommend that you return it to us when you receive the shipment. You can find more information about this on our "Delivery and returns" page.
3. Reflection period and warranty
a) I wish to make use of my cooling-off period, how does this work?
To make use of the cooling-off period, you must report this within 30 days. From the moment of notification, you also have 30 days to return the order, the return must be received by us within this period. Unfortunately, the shipping costs of the return shipment are not reimbursed during the cooling-off period.
If the product was returned in good condition, we will credit the full purchase amount upon receipt. If the product has been used significantly and traces of use are found we will charge a depreciation, and if the product is unsaleable we will apply a 100% depreciation.
You can find more information about this on our "Delivery and returns" page.
b) My product has arrived broken/defective, what now?
Send a message to our e-mail address stating this and an explanation of the problem. If possible, it is always useful to add a video with an illustration of the problem.
Our support staff will assist you and try to solve the problem remotely. If that doesn't work, you can return the order to us for a compliant replacement. Under warranty, we can refund the minimum shipping costs required to return the package upon receipt of the package.
You can find more information about this on our "Warranty conditions" page.
c) I have returned my order but have not yet received a replacement/refund?
All our returns are checked and processed within every 14 days, so we may not have processed your return yet.
If you have returned to get a replacement, you will also have to wait during the delivery time of the ordered product. If it concerns a return shipment subject to a cooling-off period, you can expect a refund within 3 working days after delivery of the return shipment.
If your return does not appear to have been processed after that, it is possible that it has not yet been received. In this case you can send us a message with the track & trace information of the return shipment and our customer service will help you further.