Answers to Frequently Asked Questions:
Order status and shipping
Details regarding the status of your order are retrievable from the emails that shall be dispatched subsequent to placing the order. We acknowledge the possibility of inquiries arising and are available to address them below.
FAQ
Has my order shipped? / How do I track my order?
Please check your email
Kindly check the email correspondence that was sent subsequent to the placement of your order. Please note that it may be necessary to inspect your spam folder as well.
"Preparing for shipment"
You'll receive an email when we prepare the package(s) of your order. This email has a subject line like this: "A shipment from order #.... is on the way".
"Out for delivery"
Depending when UPS is delivering your package, the next email has a subject like this "A shipment from order #.... is out for delivery".
Both emails contain a button / link to UPS tracking information.
Tracking information
It may take several hours before your tracking information is available on the courier's website.
When will my order ship?
ASAP
Your order will be shipped promptly, typically within one business day of purchase. See our shipping policy below.
Please check your email
Keep an eye on your email box for updates about shipping / delivery.
My order never arrived / I am missing something
Please check your email
Be sure that all of the items in your order have shipped already (you should have received an email stating we prepared your order for shipping and another email stating the shipment is out for delivery).
Check and or get in touch
Check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.
When will my backorder arrive?
No worries
We usually don't do backorders.
But items that are classified as backordered are products for which our suppliers are currently unable to provide a reliable estimation regarding the timeline for replenishment. However, as soon as new stock becomes available, we will expedite the shipment of the item to your location.
We will keep you updated of course.
Our shipping policy
Shipping within 24 hours
All in-stock items are shipped within 24 hours during the business week – delivery is typically within 3-4 business days (Monday-Friday). Shipping (in Europe) with UPS.
Stock status check
Our Customer Service department will be happy to let you know the stock status of any item.
Separate boxes
Orders containing more then one item shipping to the same address may arrive in separate boxes to allow our customers the fastest possible delivery service.
Cut-off time
Our cut-off time for shipments is typically 4 pm / 16.00 hrs (AMS) during the business week and may vary depending on holidays.
Do you ship to my country?
We're shipping to these European countries:
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Germany, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxemburg, Malta, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, The Netherlands and the United Kingdom.
Is your country not on this list, please get in touch for other solutions!
What are my shipping rates?
Automatically calculated prior submitting payment information
Shipping is automatically calculated prior to submitting your payment information.
Simply add items to your cart and proceed to the checkout page where shipping prices will become available.
My account
Here, you can find information about how to create an account and make changes to your account information.
FAQ
How do I create an account?
Client registration form
Follow the link to the Client registration form.
Or add items to cart and register later
You can also add items to your cart, once you'd like to check out there's a prompt to register as a new client.
Completing the setting up of your account
Simply follow the prompts to complete setting up your account. Your information is never sold to any other company and is kept completely private. Please view our privacy policy for more information.
How do I edit my account information?
EU VAT id
Your EU VAT id number is to be changed on the account page. Below your orders is a small box with your EU VAT id number.
Addresses
Addresses are to be changed on the addresses page in your account.
I forgot my password
When you try to login there's a link below the Email and Password field that states "Forgot your password?" Please fill in your email address and you'll receive an email with the subject "Customer account password reset" to install a new password.
Returns
We do not anticipate any need for returns. However, if you have received an incorrect product, we will work together to resolve the matter in an appropriate manner.
FAQ
How do I return my product?
We want your shopping experience with us to be outstanding. If you received an incorrect product (an item you didn't order because of human error on our side), your return shipping is of course free in Europe.
Please get in touch
We're happy to help. Please get in touch and contact customer service for assistance. Please do so within 72 hours of receiving the product.
Types of return claims
Return of new and unopened products
Returns are not accepted. In order to guarantee the quality of our products, we do not accept returns; we can no longer sell these to other customers.
Incorrect or missing items in your shipment
Contact us within 2 two business days for a Return Merchandise Authorisation (RMA) and we will send you the correct or missing item and also require that the incorrect item be returned to our warehouse within 14 days.
Defective product because of freight damage
If the packaging has been damaged and you suspect the product is damaged, refuse the shipment with the carrier and contact us for a Return Merchandise Authorisation (RMA) and replacement of the product. If you accepted the shipment and subsequent shipping damage is found contact us within two business days to resolve the issue.
Other questions
Any questions? Please don't hesitate to get in touch with us.