How can I contact customer service?
Our customer service is happy to help with questions or problems. Contact us via the contact page or leave a message there. We strive 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 canceled 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] receive free shipping in Belgium and the Netherlands. Custom rates apply for other countries.
Delivery times:
- Belgium & Netherlands: 2-4 business days
- Other European countries: 5-7 working days
You will receive a tracking code once your order has been shipped.
Can I track my order and what if it doesn't arrive?
Yes, after shipping, you will receive a confirmation email with a track & trace link. If your order is delayed or does not arrive, please check the track & trace or contact our customer service.
What 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 your payment details are always safe.
Can I receive an invoice?
After completing your order, you will automatically receive an invoice by email. Have you 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 its original packaging. Custom-made or personalized products cannot be returned. Return shipping costs are the responsibility of the customer, unless the product is defective or delivered incorrectly.
What if I received a defective or incorrect product?
Contact our customer service within 7 days and include photos if possible. We will arrange a replacement or refund.
When will I receive my refund?
Upon receipt and inspection of 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 issue. We will seek a solution within 2 business days.
