Frequently asked questions

How long does it take before I receive my order?
After processing your payment, we try to send your order as sson as possible. 
You will receive an email once your order is sent.
In case you order "rembour" we take your order in process until we contact you. We do this to bes ure your order is not a ' fake ' order. If we decide to process your order we will send as soon your order is complete. You’ll pay your order to the carrier cash.

How do I know if my order has been received by you?
If we have received your order you will receive a confirmation email from us. If you haven’t receive a confirmation email, please check your junk email.If you still haven’t receive the confermation email please contact our customer service by phone or via the contact form.

Can I track my order status?
Yes, if you have done your order while you were logged in then you can follow the status of your order. Go to the website and log in.
If your order is sent, you will receive a message by email. 

Can I change my password?
Yes, you can! If you click on "account" After logged in you can customize your data.

Do you deliver outside the Netherlands, to Belgium, Germany and other countries?
Yes, we deliver also to Belgium, Germany and other countries. For deliveries to countries that are not listed in the country overview, you can contact us.

Can I specify a delivery address different from the billing address?
Yes, this is possible

Can I change my order?
You can always modify an order if the order has not yet been sent. If the order status of your order is "Order offered for transport", then it is not possible to change the order anymore. If the order status of your order is "pending", it is usually still possible to modify your order, in this case contact customer service by telephone or through the contact form.

Can I still cancel my order?
If your order has not yet shipped by us you can cancel your order,the full amount will be payed back to your account. If we already have sent your order it’s not possible to cancel your order.However you can send the articles return by using a return form that you can request at our customer service. If the returned articles meet the conditions then we will return the entire purchase amount of your order. More information about returning orders you will find in article 7. of the general terms and conditions

I have a small article ordered, but the Administration and shipping costs are still € 12.50 minimum. How can this be? 
All our products are fragile, small articles can easily be damaged when send in an envelope. Therefore, we send all our products exclusively in a box to minimise the risk of damage. Package post is also scanned by the transport company and can be traced, this way of delivery is safer.

Can I collect my order myself?
Yes you can collect your order yourself from monday till friday between 10.00 and 17.00 hrs. and saterday between 10.00 and 12.00 hrs. When you place an order with us please choosse "Collect". Contact us to inform us when you want to collect the order. If you don’t contact us there is always the possibility that we are closed for some reason.

Can I return an item?
You have at any time and without giving any reason within 7 days the right to return a product/purchasing to recant.
Wrong ordered items can not be returned. Return the item(s) unused and, if possible, in the original packaging.

Return, who pays for shipping costs?
We pay for shipping costs only if we send you an article that you haven’t ordered, is sent to you by us incorrectly or if the article delivered is damaged. In all other cases, the shipping costs will be on your account.

Can I return an order?
If you want to return an order than please see our general terms and conditions.

The law remotely purchases
This law does not apply for companies. Companies have no legal right of returning items. If companies want to send purchased items return then they have to contact our customer service.

How long does it take before the amount is payed back?
After receipt of the goods we are doing our best to get your money back within 5 working days. However should you haven’t heard or received anything from us after 5 working days contact our customer service.