Frequently Asked Questions: About Shipping and Delivery
I have placed an order. When can I expect my package?
Once your order is ready, you will receive an e-mail confirmation with a track & trace link. This allows you to track the order online and shows when you can expect the package. Please make sure that you keep a close eye on this e-mail and the information it contains!
My order was returned and not delivered to me. What should I do next?
There may be several reasons why your package has been returned to us. You can usually find the reasons in the online track & trace information that we send you by e-mail. If the package cannot be delivered, we kindly request you to check your address details. Another reason is that the package may have been damaged during transport. In both cases, we kindly request you to contact customer service.
I won't be at home when the delivery arrives. What should I do next?
In that case, we kindly request that you use the track & trace link to see where your package is and the delivery options. You can also contact customer service, of course. We will then look for you to see the options.
My package is ready at the pick-up location. Do I need to bring proof of identity?
In order to pick up your package, you require valid proof of identity. Always make sure that you bring valid proof of identity when you come to collect your order.
Can I have my package delivered to a different/alternative address?
It is possible to have your order delivered to a different/alternative address. Please make sure that you enter the correct delivery address during the order process.
I haven't received my package, but there is a signature for receipt. What should I do next?
Use the track & trace code to view the information about the delivery of your package. Your package may have been delivered to your neighbours. If this is the case, you will receive a notification in your mailbox. It tells you where your package has been delivered. It may also be possible that your package has been delivered to a pick-up location. Therefore, always check the track & trace information carefully. If you need assistance, please contact customer service for further information. We look forward to assisting you.
My shipment is damaged. What should I do next?
Although we take the utmost care when packing our products, your package may become damaged during transport. This is extremely inconvenient and we want to resolve this for you as quickly as possible. We kindly request that you take clear photos of the box, its contents and the damage. Please e-mail the photos to email@example.com, stating the order number accompanied by a brief explanation. We will then contact you.
My package is incomplete. What should I do next?
Although we take the utmost care when packing our products, your package may be incomplete. This is extremely inconvenient and we aim to resolve this for you as quickly as possible. We kindly request that you take clear photos of the box and the contents received. Please e-mail your photos to firstname.lastname@example.org, stating the order number accompanied by a brief explanation. We will then contact you.