Frequently Asked Questions

My Order

• Can I pick up my package?
• Can I deliver my order to a different address than the billing address?
• Do I receive a message when I've placed an order?
• Can I change or cancel an order?

Payments

• What payment options do you offer?
• How to pay by bank transfer?

Delivery Service

• What are the delivery costs of my order?
• When my order will be delivered?
• Who delivers my order?
• What happens if I am not at home during the delivery?
• Can I track my order?

Complaints

• How do I file a complaint?
• How does the complaint process work?

Returns

• How do I request a return?
• What are my rights regarding returns?
• How does the return process look like?

Ordering

Can I deliver my order to another address? (Gift tip)

Yes, this is possible. During the ordering process you are asked to enter your personal billing address information and you can enter a different delivery address. When you have chosen a different delivery address an invoice will be sent to the delivery address without the billing information. The invoice will be sent to the specified email address.

Can I pick up my package?

At the moment this is not possible. 

Do I receive a message when I've placed an order?

You will receive an order confirmation by email. 

Can I change or cancel an order?

If you want to change or cancel an order, we recommend to contact our Customer Support Departement.

Delivery

What are the delivery costs of my order?

See the page Shipping

When will my order be delivered?

If you have placed your order before 20:00 PM the package will be shipped out the same day. For holland most orders will be deliverd the next businessday. For orders shipped outside the Netherlands you can find all the shipping details Here on the shipping page Information about shipping time.

Did you choose to pay by bank transfer or direct debit, your order will be sent with TNT / DPD / GLS after the payment has been received. This usually takes 1 to 2 working days.

Who will be delivering my order?

All deliveries take place with PostNL or Bpost, depending on your choice. They deliver your order to your specified delivery address. See for more information the Schipping Page

What happens if I am not at home during the delivery?

If you are not home at the time of delivery PostNL / Bpost /GLS or will come again to see if you are home at a different time. If you are not at home the second time you will receive a message from the shipper in your mailbox with the details on where to pickup your package

Can I Track My Order?

Yes, after completing the order your track and trace code will be sent to you by email. With this code you can track te status and location of your order.

Complaints

How do I file a complaint?

Send an email to our email address (see contact). We will try to respond within 24 hours. Our goal will always be to look for a solution of the problem to the satisfaction of both parties. Should it not be possible to come to a solution to the satisfaction of both parties, the complaint may be submitted to the arbitration board of the Foundation Webshop Certified.

How does the complaints process work?

Send an email to our email address (see contact). We will try to respond within 24 hours. Our goal will always be to look for a solution of the problem to the satisfaction of both parties. Should it not be possible to come to a solution to the satisfaction of both parties, the complaint may be submitted to the arbitration board of the Foundation Webshop Certified.

Returns

How do I request a return?

Send an email to our email address (see contact). We will try to respond within 24 hours (usually faster). Should this lead to a return of the product, we will provide you with a return address (of our logistics provider). We will then ask you to send the return to this address.

What are my rights regarding returns?

This shop operates under the General Conditions of the Foundation Webshop Certified. These conditions include a right of withdrawal of 14 days. This means that a consumer within 14 days of receipt of the order the product (or products) can return the product without any reason and we will then refund the original invoice amount (including the original postage).

The consumer has the duty to return the product (or products) in as pristine condition as possible and undamaged. The product needs to be in the in the original packaging if possible.

The shipping costs of returning the goods wil be paid by the consumer.

There are returns that have to do with mistakes on our part (for example, we sent a wrong product). Naturally, we thereby make other appropriate arrangements.

"We will reimburse all payments made by the consumer, including any delivery charges will be charged for returned product, without delay but within 14 days after the day on which the consumer reports the revocation. Unless we offer to pick up the product itself, we may postpone repayment until we have received the product or demonstrates to the us that he has returned the product, whichever is the earlier. We use for the same payment method for repayment that the cunsumer has choosen to pay the order, unless the consumer agrees to a different method. The repayment is of course free of charge for the consumer. "

What does the return process look like?

Send an email to our email address (see contact). After requesting a return by email, you will receive an email with the return address (of our logistics service provider). After we receive the returned products undamaged, we will carry out the agreed follow-up actions (for example, refund original amount, send new product, etc.).