Delivery and Pickup

We are very sorry if your delivery is delayed. Please check the track & trace for the most up-to-date information. If your package still hasn't arrived five days after the original delivery date, or if it stays at the same location for more than five days, please contact our customer service. We can initiate an investigation up to 14 days after shipment. After that period, your package is often no longer traceable.

Once we have shipped your order, we always send the invoice via email. If you have created an account, you can also download your invoices under the "My Orders" section. If you have just placed your order, please wait until it is shipped. After that, you will receive the invoice via email.

Unfortunately, it is not possible to modify your order after you have paid. This is because it's an automated process that we cannot adjust. The products and prices are fixed, and changes are no longer possible due to invoicing. If you still want to make changes, you will need to cancel your current order and place a new one.

We do our best to offer the option to choose a delivery time slot, but this can vary depending on the country and the carrier. Unfortunately, it is not always possible, but where we can offer it, we will ensure that you have that option.

Before we can initiate an investigation, please check the following:

The tracking code and address of your package

Is your shipment not delayed? Are you sure the address and postal code are correct?

The mailbox

Are you certain that your package is not in the mailbox or that your housemate hasn't accepted the package?

The neighbors

The delivery person may have forgotten the package or accidentally delivered it to the neighbors, so always check if your neighbors have the package.

If everything checks out, please wait a little longer as delayed packages are often delivered the next day. If you haven't received your package 5 days after the original delivery date, please contact us.

We will certainly resolve this for you. Please contact us within 14 days to report that your product has been delivered damaged and that you would like a replacement.

We are very sorry if your delivery is delayed. Please check the track & trace for the most up-to-date information. If your package still hasn't arrived five days after the original delivery date, or if it stays at the same location for more than five days, please contact our customer service. We can initiate an investigation up to 14 days after shipment. After that period, your package is often no longer traceable.

Did you order something that's being sent to the wrong address? Contact our customer service immediately. We'll check if we can still adjust the address. Unfortunately, this is no longer possible after shipping. You are responsible for providing the correct address. If the shipment is delivered to the wrong address or gets lost, we unfortunately cannot reimburse you.

Yes, if you don't pick up your package, it will be returned to us. The carrier will charge a fee for this, which we will pass on: €9.95 for the Netherlands and €14.95 for other European countries.

Note: Orders containing perishable products (such as short shelf life or refrigerated items)

Products with a short shelf life or that need to be refrigerated cannot be resent because they may spoil due to the lengthy return process. Unfortunately, we have to discard these products.

Yes, if you refuse the package, it will be returned, and the carrier will charge a fee. We will pass on these costs: €9.95 within the Netherlands and €14.95 in other European countries.

Note: Orders containing perishable products (such as short shelf life or refrigerated items)

Products with a short shelf life or that need to be refrigerated cannot be resent because they may spoil due to the lengthy return process. Unfortunately, we have to discard these products.

If your package cannot be delivered due to an incorrectly entered address or email address, you, as the customer, are responsible. When the package is returned, the same costs apply: €9.95 for the Netherlands and €14.95 for Europe. These costs are charged to us by the carrier, and we pass them on.

Note: Orders containing perishable products (such as short shelf life or refrigerated items)

Products with a short shelf life or that need to be refrigerated cannot be resent because they may spoil due to the lengthy return process. Unfortunately, we have to discard these products.