FAQ
Ordering proces
How do I place an order?
You can place an order by adding the desired item to your shopping cart and following the checkout process on our website. Follow the indicated steps, including entering your personal information and choosing the desired payment method.
What can I do if the desired quantity or size of a product is not available to order?
If a particular quantity or size is not available, we recommend that you contact our customer service department. We will do our best to assist you in finding a suitable alternative.
Where can I enter my discount code during the ordering process?
During the checkout process, there is a specific field where you can enter your discount code. Make sure you enter the code correctly to apply the corresponding discount to your order.
What are the charges for shipping and returns?
Shipping costs are clearly displayed during the checkout process. For information on return charges, please refer to our return policy on the website.
Do the prices on the website include VAT?
Yes, all prices on our website include VAT.
What payment methods are accepted?
We accept various payment methods, including credit cards, bank transfers and online payment platforms. Available options are displayed during the checkout process.
Payment
What payment options are available?
We offer several payment options, including credit cards, iDEAL, PayPal and bank transfers. You can choose your preferred method during the checkout process.
How can I order on behalf of a company?
Corporate orders should be placed stating the company name and correct billing address. Please contact our customer service department for any specific company-related procedures.
How do I know if my payment was successful?
Once your order is placed and we have received your payment you will receive a payment confirmation via email.
My Order
When can I expect my order?
The expected delivery time of your order is indicated during the checkout process. For more detailed information, please refer to the tracking information once your order has shipped.
What should I do if I have not received an order confirmation?
Please check your spam folder and junk mail. If confirmation is still not received, please contact our customer service department for assistance.
What should I do if the item I received is damaged or broken?
Should you receive a damaged item, we kindly ask you to contact our customer service immediately and attach pictures of the damaged item. We will resolve this for you as soon as possible.
Delivery and Returns
What if I am not home during the expected delivery time?
If you are not home during the delivery time, a note is usually left with instructions for redelivery or pickup at the nearest pickup point.
How do I know if my order has been shipped if I haven't received a track & trace?
You can check the status of your order by logging into your account on our website or by contacting our customer service department for the latest information.
What to do if my track & trace indicates that the package has been delivered, but I haven't received anything?
If your track & trace indicates that the package has been delivered but you have not received anything, please contact our customer service team immediately for further assistance.
If an item is missing from my delivered package, when can I expect it?
In case of missing items, please kindly contact our customer service department so that we can investigate and resolve it immediately.
How can I verify that my return package was successfully received?
You will receive a confirmation once your return package has been processed. You can also log into your account to view your return status.
Are there any fees for returns?
For information on return fees, please see our return policy on the website. Return fees may apply in some cases.
When can I expect my refund?
Upon receipt and processing of your return, we strive to process your refund within a reasonable period of time. The exact duration may vary depending on the payment method and the return processing process.
Warranty and Complaints
What is the applicable warranty period?
Our products come with a warranty period in accordance with legal requirements. Detailed warranty information can be found in the documentation provided.
How do I file a complaint about a product?
To make a complaint about a product, please contact our customer service department. Please include relevant information and pictures with your complaint so that we can handle it quickly and efficiently.
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