How can I contact customer service?
Our customer service team is happy to help with any questions or problems. Please contact us via the contact page or leave a message there. We aim to respond within 24 hours to messages sent from Monday to Friday.
Can I cancel or change my order?
Orders can only be changed or cancelled as long as they have not yet been processed or shipped. Therefore, please contact our customer service as soon as possible and provide your order number.
What are the shipping costs and delivery times?
Shipping costs are displayed during the checkout process. Orders over [€100] are shipped free of charge in Belgium and the Netherlands. For other countries, customized rates apply.
Delivery times:
- Belgium & the Netherlands: 2-4 working days
- Other European countries: 5-7 working days
You will receive a track & trace code as soon as your order is shipped.
Can I track my order and what if it doesn't arrive?
Yes, after shipment you will receive a confirmation email with a track & trace link. If your order is delayed or hasn’t arrived, please check the track & trace or contact our customer service.
Which payment methods do you accept and is payment secure?
You can pay with Bancontact, PayPal, credit card (Visa, MasterCard), iDEAL and bank transfer. We use a secure SSL connection so that your payment details are always safe.
Can I receive an invoice?
Upon completion of your order, you will automatically receive an invoice by email. If you have not received it, please contact us.
How do I return a product and what are the costs?
You can return your product within 14 days provided it is unused, undamaged and in the original packaging. Custom-made or personalized products cannot be returned. The return costs are for the customer, unless the product is defective or delivered incorrectly.
What if I have received a defective or incorrect product?
Please contact our customer service within 7 days and, if possible, add photos. We will arrange a replacement or refund.
When will I receive my refund?
After receiving and verifying the return shipment, the amount will be refunded within 10 working days via the original payment method.
How do I file a complaint?
Do you have a complaint? Please contact us using our contact details and clearly state your order number and the problem. We will find a solution within 2 working days.
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