FAQ
These are our most frequent asked questions for you.
Ordering
Can I modify or cancel my order?
Once an order is placed, we begin processing it immediately to ensure prompt delivery. Therefore, modifications or cancellations may not be possible. If you need to make changes, please contact our customer service as soon as possible, and we will do our best to accommodate your request.
How do I know if my order was successful?
After completing your purchase, you will receive a confirmation email with your order details. If you do not receive this email within a few minutes, please check your spam folder or contact our customer service for assistance.
Payment
What payment methods do you accept?
We accept a variety of payment methods, including major credit and debit cards such as Visa, Mastercard, American Express, and Maestro. Additionally, we support local payment methods like iDEAL and Bancontact, as well as digital wallets like Apple Pay, Google Pay, and Shop Pay.
Is my online payment secure?
Yes, we prioritize your security. Our payment processing is handled through Shopify Payments, which is PCI-DSS compliant and offers real-time fraud detection to ensure your transactions are safe and secure.
Can I pay with a gift card or discount code?
Yes, during the checkout process, you can enter your gift card code or discount code in the designated field. The applicable amount will be deducted from your total order value.
Shipping
What are your order processing times?
All orders are processed within two business days upon receiving your order confirmation email, excluding weekends and public holidays.
Which shipping options and rates do you offer?
Netherlands & Belgium:
PostNL: €7.00 (1-2 business days). Free shipping on orders over €100.
European Union:
DHL Economy: €10.00 (2-5 business days).
DHL Express: €15.00 (1-2 business days). Free shipping on orders over €400.
International (Outside the EU):
DHL Express: €25.00 (2-5 business days). Free shipping on orders over €800.
Do you ship internationally?
Yes, we offer international shipping outside the EU via DHL Express.
How can I track my order?
Once your order has been dispatched, you'll receive a shipping confirmation email containing a tracking link to monitor your shipment's progress.
Are there any additional taxes or duties for international orders?
Orders shipped outside the European Union are exempt from Value Added Tax (VAT), which will be automatically deducted at checkout. However, import duties and customs charges may be levied by the destination country. Customers are responsible for these charges upon delivery.
Returns
What is your return policy?
We accept returns within 14 days of receiving your item. To be eligible, items must be unworn, unused, with tags, and in their original packaging.
How do I initiate a return?
To start a return, please visit our return portal and provide the reason for the return. Our team will respond within one business day with further instructions.
Are there any items that cannot be returned?
Yes, certain items such as perishable goods, custom products, personal care goods, hazardous materials, flammable liquids, gases, and sale items are non-returnable.
How long does it take to receive a refund?
Once we receive and inspect your return, we will notify you of the approval status. If approved, you'll be refunded on your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process and post the refund.
What should I do if I receive a damaged or incorrect item?
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or incorrect, so we can resolve the issue promptly.
Do you offer a cooling-off period for EU customers?
Yes, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification, provided the item is in its original condition.