Orders are prepared and shipped Monday to Friday, excluding bank holidays.

Orders placed and paid for on Saturday or Sunday will be prepared and shipped on Monday.

We send an email confirmation as soon as your payment has been received. A new confirmation is sent once your order has shipped to the address provided.

We are not responsible for non-delivery or delivery to the wrong address caused by incorrect details. Please complete every part of your address and include your house number (you would be surprised how often this is missed). If the required address or contact information is incomplete, your order may remain in an “unfulfilled” status. We always try to contact you when this happens, and your reply is needed before the order can move to dispatch and delivery. Some customers tell us our emails go to “SPAM” or “Junk” folders, so please check these folders if your parcel has not arrived within the scheduled delivery times. An order can only remain unfulfilled for 30 days, after which we will be forced to cancel the order due to the excessive daily administration needed to manage it. If we have no response from you within 30 days of placing the order, your order will be cancelled WITHOUT refund because of the additional admin charges. As we would do ourselves, we expect you to contact our support team if your order is not delivered within the stated time window, or if you do not receive shipping confirmation with a tracking number.

Your order will be delivered by courier. If you are not available to receive it, the delivery company may leave a card so you can arrange another option or collect the package from a pickup location. To keep your order secure and undamaged, the courier will not be able to leave it “hidden” at the address.

Delivery times cannot be guaranteed; they are indicative and for information only. We do work closely with couriers to improve the service, and we will soon be adding checkout delivery options where you can pay to upgrade delivery or insurance.

You can find a Track & Trace number in the shipping confirmation email. Use the Track&Trace link in that email to follow your order status.

For shipping within the Netherlands and Belgium, when payment is successful on working days, more than 95% of these orders are delivered the next day.

Please note that the courier may take up to 24 hours after dispatch to publish tracking information online.

If your package does not arrive within the usual delivery time, please contact us IMMEDIATELY. We can only begin a courier investigation within 7 DAYS of the original delivery date.

The earlier we start the claim and investigation process, the sooner we can resend or refund your items.

Processing: Your order is being entered into our warehouse system.

Dispatched: Our courier has collected your order from the warehouse and is delivering it to you.

If your package tracking shows delivered but you cannot find it, please make sure you have done the following before contacting us:

1. Ask neighbours and family members
2. Check around the delivery location
3. Look for a courier notice about an attempted delivery