FAQ

Need a little help?
You might find your answer right here. From orders and delivery to returns and visiting our Rotterdam store, we’ve covered the questions we get asked most.

Orders & Payment

Which payment methods do you accept?
Available payment methods are shown at checkout and may vary depending on your country. You can choose from the payment options available to you before completing your order.

Can I change or cancel my order?
If your order hasn’t been processed yet, we may still be able to change or cancel it. Contact us as soon as possible with your order number and we’ll see what we can do.

I didn’t receive an order confirmation. What should I do?
First, check your spam or junk folder. Still nothing? Get in touch with us and include the name and email address used for your order, so we can check it for you.

Can I combine two separate orders?
Contact us as soon as possible. If neither order has been processed yet, we’ll check whether they can still be shipped together.

Shipping & Delivery

When will my order be shipped?
Orders are prepared as quickly as possible. Once your order has been shipped, you’ll receive a confirmation email with your Track & Trace details.

How can I track my order?
As soon as your package leaves our store, we’ll send you a shipping confirmation with a Track & Trace link.

Do you ship internationally?
Yes! We ship to multiple countries. Available shipping options and costs are automatically calculated at checkout based on your delivery address.

My Track & Trace hasn’t updated. What should I do?
Tracking information can sometimes take a little while to update after your package has been handed over to the carrier. If it hasn’t changed for several days, contact us and we’ll take a look.

My package says it has been delivered, but I haven’t received it. What now?
Check around your delivery address and with your neighbours first, as the carrier may have left it nearby. If you still can’t find your package, contact us with your order number.

Returns & Refunds

Can I return my order?
Yes. Eligible purchases can be returned within the applicable return period. You can find all conditions and instructions on our Returns page.

How do I return an item?
Contact us with your order number and let us know which item(s) you would like to return. We’ll provide you with the next steps.

Do I have to pay for my return?
Return shipping costs are generally the customer’s responsibility, unless you received an incorrect or damaged item.

When will I receive my refund?
Once your return has arrived and has been checked, we’ll process your refund. The amount will be refunded to your original payment method. How quickly it appears in your account can depend on your payment provider.

I received a damaged or incorrect item. What should I do?
Please contact us as soon as possible and include your order number and clear photos of the item and packaging. We’ll help you find a suitable solution.