Most frequently asked questions
Which payment options are available?
You can pay with: Ideal, Creditcard, Paypal, Bancontact, ING Home’Pay and Sofort Banking.
How can I change or cancel my order?
If you want to change or cancel your order it’s important to do it straight away in order to cancel in time before we send your order out. When you are not on time and the order is already on it’s way you will have to pay to send the products back.
Please call us on: +31 20 261 48 83
My discount coupon does not work, what can I do?
Always check if the coupon is still valid. They can only be used once and sometimes there is an expiration date. If it should be valid, please contact our customer service.
Do I have to pay the price for repairs?
It depends wether it is a manufacturing defect and if it’s still within the warranty period? Then the repair will be reimbursed.
Do you drop the product or is there water damage? Then we can charge costs for the repair.
Are there shipping costs?
Yes, up to an amount of € 20, shipping costs are associated with an order. These shipping costs are: € 2.99
Shipping is free for orders over € 20,-
Will the items be delivered at the same time if I order several?
When you have placed an order, all items of that order will be shipped at once. The item with the longest delivery time determines the final shipping date of your order.
In which countries can deliveries be made?
Our products are shipped to the Netherlands, Belgium, Germany and France. Delivery times may vary by country.
I am missing part of my order, what now?
If you miss products from your order please contact our customer service via: +31 20 261 48 83 or email: firstname.lastname@example.org.
When can I expect my order?
We strive to have your order delivered as soon as possible. That is why orders on working days, which are placed before 23:00, are shipped within 24 hours. Deliveries outside the Netherlands can take 2-3 business days. Have you not received your order after 5 working days? Please contact our customer service.
How can I return a product?
You can return orders within 14 days. Provided the return conditions are met. If you use your right of withdrawal, we ask you to return the product with all accessories and in its original condition and packaging. Please add the completely filled in return form.
Contact us via email@example.com or call + 31 (0)20 – 261 48 83.
I want to exchange my product, how does that work?
Do you want to exchange the product you have ordered? This is certainly possible but only when the return conditions are met. You can contact firstname.lastname@example.org or call + 31 (0)20 – 261 48 83 for more information and our return form. Please note that you need to include the fully completed return form when you want to return of exchange a products.
What are the return conditions?
- You may return the product to us within 14 days of receipt of the product, provided the following conditions are met:
- The return shipment is made known within 14 days by means of the return portal.
- The return shipment is only accepted if the packaging and the product (s) are undamaged and the product is unused (100% new condition).
- Products that can no longer be sold for health protection / hygiene reasons and whose seal has been broken after delivery will not be accepted for return.
- The risk of damage or loss of the product during shipment is always borne by the sender.
- You need to pack the package well and frank it sufficiently (insufficiently franked mail will be refused).
Note: the shipping costs are always for your own account.
Incorrect delivery address entered?
Accidentally entered the wrong delivery address? Please contact us as soon as possible by telephone on + 31 (0)20 – 261 48 83. We will try to change the delivery address with our carrier.
How soon will I receive my money back?
We will credit as soon as possible and no later than 14 days after the product has been returned. We may charge costs for products that have been returned damaged. We only charge this if the damage is a consequence of the use of the goods, which goes beyond what is necessary to determine the nature, characteristics and functioning of the goods.
Can't find an answer to your question?
Of course, we may not have been able to answer all your questions on this page. If so, we recommend that you contact us via: email@example.com or +31 20 261 4 8 83.
Product related questions
Do you have questions regarding a specific product or its use? Then we are happy to help you. Check out the product FAQ on the product page and the manual first. Maybe your question will be already answered here. If not, please contact our friendly customer service via: firstname.lastname@example.org or +31 20 261 48 83.