1.1 Do I need to open an account in order to shop with you?
No, you don’t need to. You can make purchases and check out as a guest every time.
However, by setting up an account with us, it will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping cart page.
1.2 How do I create an account?
Please click on “Login/Register” followed by ‘Create An Account’ and fill in your personal particulars.
1.3 How do I order?
Shop for the items you want and add it to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment.
1.4 I have problems adding items to my shopping cart
You will be able to add the items as long as it is available. There could be an instance where the item is in someone else’s shopping cart hence the status of the items is reflected as “Temporarily Unavailable”.
1.5 How do I pay for my orders?
We accept payments via iDeal, Paypal, Creditcard (Mastercard, Visa and American Express), Bancontact, Apple Pay, Sofort Banking, Giropay, Cartes Bancaires, KBC, Blefius and ING Home’Pay.
All payments are made within a secure payment environment.
1.6 Can I amend and cancel my order?
If the order hasn’t been processed yet, you can still cancel the order. For that we request you to contact us through e-mail on firstname.lastname@example.org
1.7 I have a discount code, how can I use it?
Key in the coupon code at the field “Coupon Code” and click “Add” in your Shopping Cart page before proceeding to check out. Please note that we are unable to manually apply the voucher code to your order if you have missed keying it during check out. Kindly ensure that all information is correct before confirming your purchase.
1.8 How will I know if my order is confirmed?
After you have placed your order, you will receive an acknowledgement e-mail from us to confirm that your orders have been received. However, do note that orders will only be shipped when your credit card payment has been approved and billing and delivery address is verified. Alternatively, you may check the status of your order in “My Account” if you are a registered user.
2. SHIPPING & DELIVERY
2.1 When will my order be processed?
Products are shipped within 24h after order.
2.2 How long will it take for me to receive my order?
Shipments within the Netherlands usually have 1 day delivery time. Shipments to other European countries may vary between 2-5 days.
2.3 How can I track my delivery?
Once the order has been dispatched, an email confirmation will be sent to you with the tracking number. You can easily track your package with the tracking link sent in the shipping confirmation e-mail.
2.4 What are the shipping charges like?
Within The Netherlands we offer free shipping on orders above € 20,-. When free shipping is not applicable, the shipping costs have a fixed rate of € 3,50.
Different (free) shipping rates apply for other countries. Check here what rates are applicable for your country.
2.5 Can I change my shipping address after my order has been confirmed?
In case you have entered the wrong shipping address we request you to contact us as soon as possible, by e-mail on email@example.com If we haven’t procced the order yet, we can change the shipping address for you.
2.6 There is a missing item in my order, what should I do?
We apologize for sending you an incomplete order. Please contact our Customer Care Team at firstname.lastname@example.org and we will get back to you as soon as we can.
2.7 I’ve received a defective item, what should I do?
We apologize if you had received a defective item from us. Please contact our Customer Care Team at email@example.com with a snapshot of the product and we will get back to you as soon as we can.
2.8 I’ve received an incorrect item, what should I do?
We apologize for sending you the wrong item. Please contact our Customer Care Team at firstname.lastname@example.org and we will get back to you as soon as we can.
2.9 I’ve purchased the wrong size or color
2.10 I have not received my parcel, what should I do?
Kindly drop an email to our Customer Care Team at email@example.com you have not received your parcel after 5 working days and we will assist you accordingly.
2.11 Will there be an additional charge for redelivery?
There are no additional charges for redelivery.
2.12 I have yet to receive my parcel within the stipulated time frame. Whom can I contact?
You may check the status of your parcel via tracking link provided in the shipping conformation email to find out why it might have been delayed. Alternatively, you may drop us an email at firstname.lastname@example.org we will assist you further.