Customer Service

Orders & Delivery

How do I place an order?
Placing an order with in several simple steps you can place your order:
1. Navigate to your desired product and click 'Add to Cart'
2. You will now be redirected to the shopping cart. You can complete your order through "Complete order" or continue shopping;
3. After you click "Proceed to Checkout" button is clicked, you can choose to create an account or place the order without account. To make an order without account to post click Continue;
4. You are now in the progress of your order. Here you can enter the address where your order should be sent to. A distinction between billing and shipping addresses possible;
5. By clicking on Next Step, you can select the shipping method and payment method;
6. At the end you can check your order and possibly a comment;
7. Click on 'Place Order' and pay your order via the payment method you selected.

How can I track the status of my order?
We will keep you informed of the progress of your order. If you receive a confirmation when your payment is received and when your order is shipped. If your order is shipped via PostNL parcel you will receive a Track & Trace number that enables you to track your order.

How discretion cancel my order?
If you want to cancel your order or product therefrom please email our customer service e-mail address [email protected]. Once your order has been successfully canceled, void your payment. Any payments will be refunded as soon as possible. It is possible that your order can not be canceled because it has already been processed. In this case you will receive an email in which we show that the consignment has been handed over to our delivery service. You can of course return your order within 14 days.

Waaroom geannullerd is my order?
Orders are several reasons manually or automatically canceled in our system. If this is your case, you will receive automatic notification. When a canceled order expires or your payment you receive the amount already paid back.

An article or an order is canceled for various reasons:

- The item is out of stock
- The order has not been paid after 14 days
- You have placed two orders with the same content, one paid and one unpaid

Prior to cancellation, you will be always informed about the steps you can take to avoid cancellation. Should the order be canceled unfairly in your eyes or if there is uncertainty about the cause, please contact our customer service.

Information about invoices and payments

How can I track the status of my order?
On the 'My Orders' you can view all your orders and view its status. Invoices will be sent to you by email. If you lose an invoice, you can request it again by sending a message to our customer service.

I paid my bill, but see the amount still open in my account
The processing of a payment depends on the chosen payment method. Each payment has a certain processing time. Most payment methods immediately indicate the status through. By bank transfer may take 2 working days before your payment is processed. Until payment is processed the invoice amount is still open in your account.

Can I change the information in my invoice?
It is not possible to adjust or modify billing information afterwards. Changes can be entered during the order process in your account. When the order is completed, they are effective immediately.

I would like to have a copy of an invoice, how can I get it?
Sorry, you can not through your account, a copy of your invoice request. You can request a copy by sending an email by clicking here.

Why did I receive a payment reminder?
If you received a payment reminder, we have for (part of) the order no payment from you. Please observe the outstanding amount to be paid as soon as possible.

How can I pay my payment reminder?
In the mail from the payment reminder is exactly how you actually pay.

I have received a payment reminder, but I have already paid.
When you have received a payment reminder and you pay for more than five days (seven days from Belgium) ago met, we kindly ask you to contact our customer service by email. We ask you to enclose the following information concerning your payment:
- When you have transferred the purchase price?
- To which account you have transferred the purchase price?
- From which account you have transferred the purchase price?
- What have you mentioned in the description?
Once we have received this information from you, we can verify your payment as soon as possible and finish.

I returned my article or canceled, when I get my money back?
When we receive your return correctly and approved, you can expect your money between 2 and 5 working days to your account. If canceled same period applies.
If you have paid by credit card or Maestro, you should note with a processing time of 3 weeks.

Warranty and defects

In you always have a warranty period of 3 to 12 months, depending on product.
If you have a (faulty) article, please email to [email protected]. You'll then get a response as soon as possible.

My order was damaged, what now? products are carefully packed and checked. Yet it can happen that you do not receive a product in good condition can. If this occurs, you must notify us within five working days. You can do this by sending an email to [email protected]
Please note that we request you to send us some photos of the damage. Based on the photos we try to find an appropriate solution.

Suggestions and complaints

We are always open to suggestions and will treat it with care to make our service even better. If you have suggestions, we would like to receive this [email protected].

We make every effort to process your order with the utmost care. Should you have a complaint about our services please let us be happy to learn and to improve our services. If you believe that one of our employees has not treated properly, if you are not satisfied with the handling of your order, or if you are unhappy about something else, please let us know.
You can mail your complaint to [email protected]. Once we receive the complaint, we will send you a confirmation. In case of a complaint, your name, address and order number so that we can process the complaint as quickly and effectively as possible. We aim to respond within one week of the substance of your complaint.

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