Shipping and delivery
I haven't received my package (yet); What can I do?
If you have provided the correct delivery address, the delivery time has not changed, and you have not received a message from DPD/UPS/DHL that you were not at home, but have not received your order, please contact us.
Why didn't I receive an order confirmation?
There may be three possible causes for this:
If the specified email address is correct and you have checked your mailbox and payment, but still you have not received a message? Please contact us so that we can see what might be the reason for this case.
Why didn't I receive a shipping confirmation?
There may be four reasons for this:
What happens to my package when I'm not home?
The DPD/UPS/DHL delivery driver initially tries to deliver the package to the neighbours. If that fails, the delivery person will take the package to a DPD/UPS/DHL Pickup Parcel shop near you or will return at a later date. In any case, the delivery person always leaves a message in the letterbox when you are not at home; on it is what he (or she) has done with the package.
I want to change the delivery address; Can you do that?
In principle, this can only be done if you have not yet received a shipping confirmation from DPD. When you contact us by phone, we will see if we can still change the address. You can reach our customer service by using this number, +31|(0)850 185 042.
What if my delivery delays?
We will do everything we can to deliver your order as soon as possible and to meet the promised delivery time. You can see when your order delivery time and day via the Track & Trace link in the shipping confirmation you received from DPD.
Do I always have to pay shipping costs?
Yes, free shipping is unfortunately not possible with us since we offer fair prices that don't include the shipping cost.
Why do I have to pay shipping costs?
Shipping is never free because of course parcel deliverers and logistics staff also have to be paid. Companies that do offer free shipping pass this on in their products - we don't do that because we don't think it's clear and transparent. With your order, you can see what the product costs and what it costs to be able to deliver that product to you. If you don't want to pay shipping costs, come to our store in Vaasen to pick up your ordered product(s). Please note that you will indicate this with your online order.
What are the shipping costs?
Within Europe, we use the following shipping costs:
DPD/UPS/DHL Supplement remote area (islands) in bold
Netherlands € 8 + € 12
Belgium € 9
Germany€ 9 + € 11
France € 14 + € 10
UK € 15 + € 25
Italy € 19 + € 18
Sweden € 22 + € 15
Switzerland € 35 + € 35
Austria € 13
Spain € 24 + € 41
Denmark € 14 + € 12
Luxembourg € 11
Monaco € 21
Poland € 22
Portugal € 31 + € 61
Slovenia € 26
Finland € 23
Greece € 44 + € 26
Hungary € 26
Norway € 35 + € 74
Slovakia € 26
Croatia € 35 + € 26
Ireland € 23
Lithuania € 26
Romania € 26
Cyprus € 70
DPD/UPS/DHL Supplement remote area (islands)
Shipping costs outside Europe depends on the country and volume; for an exact quote, you can contact our customer service.
Can I have my package delivered to a DPD/UPS/DHL Pickup Parcel shop?
No, unfortunately, that is not possible; your order can only be delivered to a home or work address. If you are not at home, the delivery person will leave a message stating where you can pick up your package or that he will return for a new delivery moment later.
Can I receive my order the same day?
No, I'm afraid you can't. However, your order (if in stock) will be ready to ship the same day so that you have it in your home within 24 to 48 hours. If you still want the same day, you can pick it up (if in stock) on weekdays between 09:00 and 17:00 at our store in Vaassen.
Can I pick up my order myself?
Yes, you can. If the product is in stock, you can pick it up at our store in Vaassen on weekdays between 09:00 and 17:00. Please indicate that you choose to checkout and pick up in Vaassen. We'll make sure it's there for you. If a product is out of stock, you can reserve it. As soon as it is available again, we will contact you.
I have a complaint about the delivery man; Where can I report it?
You can contact our customer service contact at firstname.lastname@example.org we would like to hear what the problem is so that we can look for a solution. However, we hire professionals who know how to handle customers well.
I have received my product damaged; What next?
Of course, if that occurs, we'll solve that for you! Email a photo of the damaged packaging and the damaged product to our customer service, and you will receive a free return label. You can return the product free of charge, indicating in a message to our custom service that you have received the product damaged and that you want a replacement product.