TRACK YOUR PACKAGE
Frequently Asked Questions
How can I contact customer service?
We try to help you as quickly as possible, within 1-2 working days. Is the contact about a specific order? Please include your order number with your question so that we can help you more quickly.
How does shipping work?
If you order your favorite items before 5:00 PM, your order will be packed and shipped the same day. During holidays, other occasions or exceptional situations, it may take a little longer before you receive your package. Don't worry, you can always track your package with the track & trace code that we send you. This way you know exactly when to expect it!
If you have ordered a pre-order item, it will take longer before your order is shipped. Your entire order will then be shipped out on the specified date.
How can I return items?
You may return your items up to 14 days after the date of receipt. This is allowed, as long as the item and packaging are returned in their original condition. You register one or more items for return via our returns portal.
How can I exchange items?
Is the size you ordered not quite right and would you prefer to receive a size smaller or larger?
You can easily exchange an item for a different size in our returns portal. You can exchange an item up to 14 days after the date of receipt, as long as the item and packaging are returned in their original condition. To register your exchange return and create a shipping label, you can indicate a different product and size in the returns portal (provided it is in stock or can still be ordered). You send the item back to us and we will send you the size you want! In this case, the return costs are for the customer, we will pay the shipping costs. Please also state on the packing slip that you want to exchange an item.
I have received a defective item
Have you accidentally received an item that is defective?
How annoying! you can report the item as 'defective' on our returns portal. This will make the costs free. After we have received your return, you can choose to receive a gift card for the amount or we will send you a new product. Please also state on the packing slip that the product is defective and where.
How does a refund work?
The way you receive your refund depends on the payment method. As soon as we have processed your return, we will refund your money to your bank account. When we have processed your return, you will receive an email from us. Depending on your bank, it may take 1 - 4 days for it to appear in your account.
Credit card: As soon as we have received and processed your return, the amount will be refunded to your credit card. Depending on your credit card company, this amount will be automatically refunded to your bank account or will remain on your credit card. Do you have a credit card that refunds the money? This often happens on a fixed day of the month.