FAQ's
MY ORDER
Q: I gave up the wrong address, what do I do?
A: We process all orders continuously and therefore we can not promise that we are able to change the information in your order after it has been placed. Any changes to an order must be communicated within 15 minutes of placing the order, if not we are not able to do any changes at all.
A: How do I track my order?
Q: You will receive your tracking number as soon as your order is shipped. You can folllow your order all the way and track it from in our shop. Head over to the "Tracking" section and paste in your tracking number in the search field.
Q: Can I cancel/change my order?
A: Our warehouse works as quickly as possible to process and send out your order. Therefore we are not able to promise that we are able to cancel or do any changes to your order. However, we are always happy to check if your order is not shipped, so that we can do changes/cancel. Please contact us latest within 15 minutes after you have placed your order.
Q: Why did I not get a tracking number?
A: There could be two reasons for this, our system failed and the tracking number did not register with your order. Please contact us via e-mail and you will receive it manually. If this is not the case, your order has not been shipped yet. As soon as your order has been shipped you will receive an email with the tracking number.
Q: Why doesn't my shipping information update, when I try to track my package?
A: When your order is processed by us, an automatic e-mail from our system will be sent to you. There will be a tracking number in this email. It usually takes a few hours from the time your order is processed until the shipping company picks up the package. If there are no updates on the tracking number within 5 days, please contact us by email.
Q: The tracking number tells me that the package has been delivered, but I have not received my order?
A: We are responsible for your package being delivered to you, but in very special cases the shipping companies lose packages. If you think this has happened, we recommend you to contact the shipping company. If they confirm that the package has disappeared, please contact our customer service team for further proceedings.
DELIVERY
Q: How does the package get delivered to me?
A: It depends on the size of your order. If your order do not fit your mailbox and you are not home, the package will be delivered to your closest post office.
Q: What happens if I am not home?
A: If you are not home, the package will be delivered to your closest post office or placed in your mailbox possible.
PAYMENT
Q: How can I pay?
A: We accept payments through the following secure and PCI-compliant payment methods:
- Stripe: (Visa, Mastercard, American Express, Apple Pay)
- Klarna & Klarna Pay Later
- Sofort, Ideal, Bancontact, Sepa Bank Transfer, and KBC Payment.
- Payment is due at the time of checkout. Your order will not be processed until payment has been received and confirmed.
Q: Why doesn't Klarna accept me?
A: There may be several reasons for this and due to personal information, Klarna can not inform us about it. We recommend you to contact Klarna so that they can inform you why you are not getting accepted. It can be anything from unpaid invoices to incorrect information.
Q: Where is my receipt?
A: Your receipt will be sent to your email with your order confirmation.
RETURN & EXCHANGE
Read more about our return and exchange policy here.
