FAQ

Do I need an account to place an order?
No, you can also order as a guest. However, there are some advantages to having an account with us:

Fast checkout process
Easily check your order status and order history
Receive updates on our new releases and special offers
What should I do if I have forgotten my password?
Click on "Forgot your password?" on the login page and you will be redirected to a page where you can create a new password.

What should I do if I have entered the wrong e-mail address?
Contact us so that we can change your e-mail address. We can change your e-mail address, name and address, but we cannot change your order. So please provide full details of your address, otherwise the parcel we send you will be returned to us or we will ignore your request to bail everyone out of the difficulty.

Are there exchange rates?
All our transactions are in Euro. If your credit card is based in a different currency, the total amount of your order will be charged according to the daily exchange rate on the day the transaction is processed by your card provider.

What payment methods do we accept?
We accept all major credit cards (VISA, MasterCard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, PIN payments or cash on delivery.

How secure is my online order?
When you place online orders with your credit card, all of your information is entered on an SSL-secured website. Your information is then SSL encrypted and sent directly to our credit card provider's network where your card and transaction are authorized and approved. Your credit card details are not stored on our servers.

How can I change or cancel my order?
We reserve the right to accept or decline an order or any portion thereof at our sole discretion after receipt of the order, even after the customer has received an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original payment method.

Any cancelation made after an order has been placed will be subject to a $0.5 cancellation fee, regardless of when the order was placed (even if it is only a second later), as the merchant/credit card company will charge us a fee for the cancellation.

Please note that once an order has been packed or shipped, it cannot be canceled.

Can I change my delivery address after I have placed an order?
Please note that your shipping address cannot be changed after the order has been processed or shipped. Update your shipping address to your home address instead of your work address, as we do not know how long customs will hold the package at destination.

When will my order be delivered?
The delivery time depends on the shipping option you choose. Once the order has been shipped, we will email you your tracking information the next day, as tracking information is generally available 24 hours after the order has been shipped. We are not responsible for delays caused by customs in your country.

How do I track my order?
We will email you your tracking information as soon as your order has been shipped. You will usually receive the tracking number one day after we have shipped your order. You can track your order here.

Can I use multiple discount codes in one order?
Promotional and discount codes cannot be used in conjunction with other promotions and discounts unless otherwise stated.

What should I do if items are missing from my order?
Please contact us immediately if something is missing.

When will my order be processed?
All orders are processed and shipped from our warehouse in Holland. Please allow extra time for your order to be processed during public holidays and sale periods.

We process orders Monday through Friday. Orders are processed within 2-3 business days from the order date and shipped the day after the processing day. Please note that we do not ship on weekends.

Contact us if you have not received tracking confirmation after 5 business days from the day of your payment.

Will I be charged customs fees and taxes?
Prices on our website are quoted in US dollars excluding taxes, which means that you may have to pay import duties and taxes once you have received your order.

Import duties, tariffs and related customs fees may be charged once your order arrives at its final destination, which will be determined by your local customs office.

Payment of these fees and taxes is your responsibility and is not covered by us. We are not responsible for delays caused by customs in your country. Please contact your local customs office for more information on costs.

How can I return an item?
If you are not satisfied with your purchase and wish to return an item, please contact us within 30 days of receiving your order. Include your order number and the reason for the return. Our customer service team will review your return request and send further instructions if the return is approved.

Please see our returns policy for a list of recent clearance items. All returns must be in original condition with packaging intact.

What should I do if the items I have received are faulty/wrong/damaged?
Please contact us within 7 days of receiving your order if you have received goods that are incorrect, missing and/or defective.Please include your order number, photos of the item(s) and any relevant references when you receive your parcel. We will do our best to resolve your request as quickly as possible.

How long does the returns process take?
Returns can take up to 30 working days to process from the day we receive your return. We will send you an email to confirm once your return has been processed.

When will I get my money back?
All refunds will be credited to your original payment method. If you paid with a credit or debit card, refunds will be sent to the bank that issued the card within 7-10 business days of receipt of the returned item or cancellation request. Please contact the bank that issued the card if you have any questions about when the funds will be credited to your account.

If you have not yet received credit for your return, please do the following: Contact the bank/credit card company. It may take some time for the refund to appear in your account.