Frequently asked questions

Yes, up to an amount of €50 there are shipping costs associated with an order. These shipping costs are: €2.99

For orders above €50, shipping is free to addresses in the Netherlands and Belgium.

Please note that shipping costs differ per country.

We strive to deliver your order as soon as possible. Therefore, orders placed before 23:00 on working days will be shipped within 24 hours. Still haven't received your order after 5 working days? Then please contact our customer service.

For shipments in the Netherlands, you can also have your parcel delivered to a pick-up point. You can specify this in the second step of the checkout.

For other countries, we do not (yet) offer this option.

Our products are shipped to:

• Netherlands
• Belgium
• Germany
• France
• Austria
• Switzerland
• Spain
• Italy
• Luxembourg
• Poland
• Portugal

Delivery times may vary by country.

Once you have placed an order, all the items in that order will be shipped at once. The item with the longest delivery time determines the final shipping date of your order.

If you are missing any items/products from your order, it is of course very unpleasant. Please contact our customer service via tel: 31  (0) 20 - 261 4883 or email: [email protected]

You can return your order within 30 days of receipt. If you exercise your right of withdrawal, we ask you to return the product with all delivered accessories and in the original condition and packaging. Please contact us via [email protected] or call + 31 (0)20 - 261 48 83.

Do you want to exchange the product? This is certainly possible, provided that the return conditions are met. Please contact [email protected] or call + 31 (0)20 - 261 48 83.

You may return the product to us within 30 days of receipt. Please read the following conditions carefully.

• The return must be made known within 30 days by means of the return portal.
• The return is only accepted if the packaging and the product(s) are undamaged and the product is in unused (100% new) condition.
• Products that can no longer be sold due to health protection/hygiene reasons and whose seal is 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.

Did you accidentally give the wrong delivery address? Please contact us as soon as possible by telephone on + 31 (0)20 - 261 48 83.

We will then try to change the delivery address with our carrier.

We will issue a credit note as soon as possible after the return product has been reported via the returns portal. This means within 14 days at the latest, upon proof that the product(s) have been returned. If products are returned damaged, we may charge a fee. We will only charge you if the damage is a result of the use of the goods beyond what is necessary to establish the nature, characteristics and operation of the goods.

Note: Always make sure to keep the track & trace code in order to trace your return.

It may be that we have not been able to answer your question on this page. If that is the case, we advise you to contact us. You can contact us at: [email protected] or +31 (0) 20 2614 883.

Do you have questions about a specific product or its use? Then we will be happy to help you. Please check the product FAQ first. Maybe your question is already answered there. If not, please contact our customer service via: [email protected] or +31 (0) 20 2614 883.

Het is natuurlijk vervelend als je een klacht hebt over onze producten en of dienstverlening. Wij willen je graag verder helpen en een gewenste oplossing bieden. Je kunt mailen naar: [email protected] Onze medewerkers van de klantenservice zullen de klacht bekijken en proberen naar ieders tevredenheid de klacht op te lossen. Wij zullen jouw klacht binnen 14 dagen na ontvangst beantwoorden, mocht het meer tijd nodig hebben, dan zullen wij je hiervan op de hoogte stellen. Mocht je dit niet op prijs stellen, dan kun je ook altijd contact op nemen met de afdeling bemiddeling van Stichting Webshop Keurmerk waar wij bij zijn aangesloten. Zij zullen dan bemiddelen https://www.keurmerk.info/nl/consumenten/klacht/ Vanaf 15 februari 2016 is het voor consumenten in de EU ook mogelijk om klachten aan te melden via het ODR platform van de Europese Commissie. Dit ODR platform is te vinden op (http://ec.europa.eu/odr .) Wanneer de klacht nog niet elders in behandeling is dan staat het je vrij om de klacht te deponeren via het platform van de Europese Unie.