Placing an order
Can I return an unused and unopened item?
Yes! Our standard return policy is up to 7 days for unopened, unused product. However, if 7 days have gone by since your purchase and you feel there was some defect, issue with quality, or other concern, please come in and we will do everything in our power to ensure you are 100% satisfied.
To be eligible for a return, your item must be unused and in the same condition that you
received it (in its original packaging).
Shipping & delivery
Has my order been placed?
We will send an order confirmation to the email address you provided as soon as your order has been registered in our system. Please note that it may take up to an hour for this email to be sent.
Once your order has been packaged and sent from our warehouse, you will also receive a delivery confirmation that will let you trace your parcel.
If you are unsure that your order has been placed, there are different ways to check this:
– When the order was placed, you should have arrived on a page titled “Your order has been received”.
– An order confirmation has been sent to your specified email address. Make sure that this email has not ended up in your spam.
Can I cancel my order?
To cancel your order, please reach out to our customer service department within 6 hours of your purchase on the same day. We recommend contacting us as soon as possible for prompt assistance.
In order to keep our fast delivery times, your order will be processed as soon as it has entered our system. Therefore, we can not guarantee that we can cancel your order.
Can I add a product to an order?
It is not possible to add or remove items in an existing order. However, you can make another order and we will correct the shipping cost afterwards.
Contact our customer service and we will confirm when or if the change has been made.
Can I order by phone or email?
In order to protect your privacy and personal information, we cannot place an order for you. We only accept orders made through our website.
Payment
Can I change my shipping address?
If you want to change your shipping address, please contact our customer service as soon as possible. In order to keep our fast delivery times, your order is processed as soon as it has entered our system. Once your order has been processed, we cannot make any changes. We can therefore not guarantee that we will be able to make the change for you.
What happens if my order is delayed?
We work with leading shipping suppliers to enable fast deliveries from our warehouse to your home. However, there are sometimes delays, if this happen you are more than welcome to contact our customer service for help. You can also click here to track your package.
When will my order be sent?
We strive to ship all orders from our warehouse within 2 to 3 business days. Please see our checkout page for shipping options and delivery times to your country.
Where is my package?
To track your order, please add your order number and the email address used when placing your order.
Once your order has been shipped from our warehouse, we will send a delivery confirmation by email with tracking number / package ID. By clicking the tracking link in the delivery confirmation, you will be directed to the tracking page where you will be able to track your parcel.
What if I have not received my order?
If you have not received your order within the promised time frame, please contact our customer service so we can resolve the issue for you. Please note that a missing parcel claim must be reported to us within 7 days from the day that you placed the order.
Return & refunds
What different forms of payment do you have?
Credit, Debit Cards
We gladly accept payments made through credit, debit, and prepaid cards issued by the following networks: Visa, MasterCard, American Express, and Discover.
PayPal
With a PayPal account, you will be able to easily pay with your e-mail address and password.
I am having an issue with paying at checkout.
If you experience problems with ordering on our website, it may be because you are trying to pay with a card issuer or payment method that we currently do not support. If none of these are applicable, please check with your bank to make sure your card supports international purchases.
If you have further problems, please contact our customer service.