Frequently Asked Questions
I lost my password, what do I have to do?
If you have lost your password, just click on the link "Send New Password" in the login screen and you will receive an e-mail with a new password.
Can I pay cash on delivery (pay to the postman)?
Yes, but this is only possible for customers living in The Netherlands. Unfortunately, it is not possible for customers living in any other country.
Do you ship to my country?
We ship all over the world. We offer several shipping methods. When you place an order you can choose the shipping method that suits you best.
How do I know how much shipping costs I have to pay?
You can see how much you have to pay once you have logged in and when you have added a product to your basket. Only for outside The Netherlands, Belgium, Germany, France, Italy and Spain, the shipping costs are dependent on the weight of your complete order. The shipping costs are calculated automatically and are displayed when checking out your order.
How is my parcel shipped?
Within The Netherlands all parcels are shipped by POSTNL. After the parcel has been sent off, you will receive a barcode so as to be able to track your parcel online. Your order will usually be delivered by POSTNL 1-2 work days after having been shipped. Outside The Netherlands all parcels are shipped by DHL, DPD, TNT EPS or POSTNL shipping. The courier will see to it that your parcel is delivered to you quickly and reliably. You will receive a barcode by e-mail so as to be able to track your parcel on the internet.
How long do you keep my order apart?
If you do not pay online or cash on delivery, you need to pay your order within 10 days. You can do so by transferring your money into our bank account. If no timely payment is received, you risk having your order cancelled by us.
How long will it take before my order is shipped?
If everything is in stock and the payment has been received, your order will usually be shipped within 1 workday. It may happen that goods are out of stock and have to be ordered. In that case, shipment may take a little longer. You can always refer to the status of your order on our website. You do need to be logged in order to do so.
What happens if something is out of stock?
If something is out of stock we will try to order it for you. Should the product not be ready for delivery at short notice, we will inform you immediately. You can then select a product instead at a similar price or decide to cancel the product. In this latter case, the remaining amount will be settled with the same order. We do not keep goods on order for you!
What should I do when a wrong or defective product has been delivered?
On the Delivery & Returns page you will find all information about returning products.
What should I do when I've made a mistake while ordering?
Send an e-mail to firstname.lastname@example.org and report what has gone wrong. Don't forget to mention your name and the order number. If you have paid online or wish to pay cash on delivery, you have to report this well in advance of the shipment. Otherwise we will regretfully not be able to adapt or cancel your mistaken order.