We are always happy to help in case you have questions. But you might be lucky to find the answer(s) you need in our Frequently Asked Questions (FAQ) below.
CAN'T FIND AN ANSWER TO YOUR QUESTION?
You are always welcome to contact us at email@example.com.
Unfortunately, we cannot make changes to your order or address information once the order has been placed, since our order processes run automatically.
In case you regret the content of your order, you can deny receiving it and it will be returned to our warehouse and refunded. In case you accidently made an error in the address information, our delivery might also return it to us depending on the type of error. In that case, your order will be refunded.
Please check your e-mail spam filter first. In case you don't find your order confirmation here, there is a risk that your order hasn't been properly registered. Please contact our customer service to confirm that your order has been accepted. Your payment will not be charged until we dispatch your order.
If you haven't received your parcel 6 working days after placing your order, it may be due to delays with the courier or our warehouse being unusually busy.
Please note: Longer delivery times during certain campaigns, such as sales and Black Friday, may occur.
Yes, once your order has been dispatched, you will receive an e-mail from us containing your invoice and tracking number.
We deliver in 3-6 business days after you have placed your order with us.
During holiday or promotional periods (such as Black Friday and Cyber Monday) delivery times can be impacted resulting in delayed shipments. This is due to significant increases in order volume.
We have a very strict quality control and we ensure that our products are tested regularly. However, our products have a 2-year warranty period. You can submit a complaint by sending an email to our customer service with a detailed description of the claim, pictures of the claim and your order numner. Depending on the situation, you may then receive further instructions.
If you have made your purchase with one of our retailers, please contact them. The retailer will then process the complaint in accordance with their complaints policy.
Once your return has been registered in our warehouse, we will process your return and refund your money as quickly as possible. Please note that it can take up to 14 days from the time we receive your package until your money is refunded to your account.
The refunded amount will always be transferred to the same payment card used for the purchase. You will receive an email as soon as your return has been processed. How long it takes for your account to be credited depends on your bank and what payment method you used when ordering. Note that refunds to Mastercard credit card take longer, often up to current month + the next month until your refund is visible on your bank statement.
HOW MUCH TIME DO I HAVE FOR RETURNS?
You have a 30-day right to cancel when you shop on the Website. This right to cancel starts from the date on which you receive the item(s). If this deadline falls on a public holiday, Saturday, Constitution Day, Christmas Eve or New Year's Eve, the deadline will be extended to the following working day.
Please note that any items or gift returns will be refunded to the same payment method used when placing the order.
We've extended our usual limit for returns just for the festive season. Any gift or item bought until 24 December can be returned up until 31 January 2024.
HOW TO MAKE A RETURN
1. Download your return label
Please use the return label enclosed in the parcel. If it's missing please contact our customer service.
2. Prepare the package
Pack the item(s) carefully and place the printed label on the parcel. Make sure it is clearly visible and that address and barcodes are not covered. If you have several returns, these should be sent separately as refunds cannot be combined.
3. Return your package
Drop of the package at your nearest post office and send it to the address provided on the printed label. You will not have to pay postage for this parcel. Remember to obtain and keep a receipt for delivery of the parcel.
Please try another browser -.preferably Google Chrome, Safari or Mozilla Firefox. If this doesn't help, there might be a technical error and we would love to hear from you in order for us to solve the problem and help you complete your order.
Discount codes and gift cards
It depends on which type of discount code you have used. If you have made a purchase using a percentage discount (e.g. 10%), you will get the purchase amount refunded to your payment card and we will not issue a new discount code. If you have purchased using a fixed sum (e.g 20 EUR) as a discount, please contact customer services if wish to return one or more items from the order.
Have a question or looking for additional information? Please do not hesitate to get in touch using the contact form, via email: firstname.lastname@example.org