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Below you will find a summary of frequently asked questions about our ordering and delivery process. Should your question not be answered here, please reach out to us by phone or email.
Are there any shipping costs?
Yes we charge shipping costs. Find below for the shipping costs for the different countries.
Can I cancel an order?
If your package hasn’t entered the shipping process yet, the order can be cancelled free of charge. To find out whether an order can still be cancelled, please contact our customer service. On weekends, please send us an email with the subject line ‘cancellation’. Your request will be prioritised at the start of the week.
Should your package have entered the shipping process, then cancellation is no longer possible. After receiving your order, you can of course return the item or items.
I haven’t received an order confirmation. What should I do?
It may take several minutes for the order confirmation to arrive. It’s also possible that the email landed in your spam folder or your promotions folder. Please check both of these.
Not receiving the order confirmation can also be caused by entering a wrong email address. This has no impact on the shipping of your order. Once the payment has been processed you can be sure the order was completed successfully. Should you have any doubt about whether the order was processed correctly, please reach out to us by phone (+31 (0)13 51 36 940) or through email@example.com.
Is there a maximum amount of items per order?
You can order a maximum amount of 10 items per every online purchase. This applies to all available payment methods. However, it is possible to place several orders in a row and thus order more than 10 items at a time. For larger order quantities, you can always contact us by phone (+31 (0)13 51 36 940) or by email: firstname.lastname@example.org.
Can I place an order from abroad?
We ship to 24 countries, including The Netherlands, Belgium, Germany and The United States. At the bottom of this page, next to the header ‘info’, you’ll find a drop-down menu. Click on it to check whether your country of residences is one we ship to.
How long does the shipping of my order take?
Orders placed on working days before 5 pm will be delivered within 2 to 3 business days.
As soon as your package leaves our warehouse, you will receive an email with a track & trace link and the approximate time slot for your delivery. Your shipment may be delivered in the morning, in the afternoon or in the early evening. When exactly your parcel will be delivered depends on our delivery partner.
I have received a time slot for my delivery, is it still possible to change it?
On the day you receive the track & trace code, you have until 11:59pm to alter the time slot and shipping address. You can do this directly on the DHL website. From midnight onwards, changing the time slot or shipping address is no longer possible. In case you’re not able to receive the package upon delivery, the DHL delivery person will leave a message at the specified address. This will inform you on how to claim your package.
I wasn’t able to take delivery, what do I do?
The delivery person will always leave a message at the delivery address. This will inform you about the new delivery time. Should this time be inconvenient for you, you can use the information contained in the message to change the delivery time and/or address up until 11:59 pm on the day before the scheduled delivery. You can also choose to have the package shipped to a DHL service point near you. The package will remain available for pickup for seven days, please note the opening hours of the specific DHL service point. Should the package not be picked up within seven days it will be returned to us and processed as a return shipment.
Can you ship my order to a DHL service point or corporate address?
Our ordering system does not allow choosing a DHL service point as a shipping address. You can arrange this by using the track&trace code you’ll receive from us. As soon as you’ve received the track&trace code you can change the delivery address through the DHL system up until 11:59 pm on the day before delivery is scheduled. There, you can change the delivery address to a DHL service point of your choosing.
Sending a package to a corporate address is not a problem. During the ordering process, you can enter your own address as a billing address and the corporate address as the shipping address. When entering the shipping address you have the option of adding additional delivery information such as ‘Please leave package at reception’ or ‘Please take escalator to second floor’. This information will be clearly printed on the label for the delivery person to see.
Can I request express shipping?
This is currently not an option. We hope to offer this service in the near future.
Please fill in the contact form as completely as possible so that we can process and answer your question. On working days, we try to respond to order-related questions within 24 hours. Other enquiries will be answered within 2 working days.
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