Frequently Asked Questions

Please read our FAQ before sending us a message.

Top 3

When will my order be delivered?
The delivery time of the order is shown in the order confirmation. The order is shipped at the moment that all products are available.
Can I pay afterwards?
You can not pay afterwards.
Can I track the status of my order?
As soon as the order is shipped, we will send an email with a shipment number. With this you can follow the status of the shipment via the website of the carrier.

Payments

Are the prices including VAT?

All mentioned prices include VAT according to the Dutch VAT rate.

What payment options are there?
  • iDEAL (ABN Amro, ASN bank, bunq, Friesland bank, ING, Knab, Rabobank, RegioBank, SNS bank, Triodos bank, Van Lanschot Bankiers)
  • Mastercard
  • VISA
  • American Express
  • PayPal
  • Bitcoins
How long will it take for you to receive my payment?

When paying with iDEAL, credit card or gift card we receive the payment immediately. Other payment methods take some time to be processed.

I have lost my invoice. Can I get a copy of this?

Of course! Send an e-mail with the order number and/or your address details. We will send you the invoice by e-mail.

Delivery time and delivery

What does it mean when an item is on back order?

Popular items may sell out quickly and temporarily be on back order. This means that the items are currently out of stock but that there are shipments on their way to re-stock. Ordering an item that is currently on back order is a worry-free way to ensure that you will be first in line for the new inventory and that the item which you ordered will be send out to you as soon as we receive it!

  • Items you order in addition to the back ordered item will be held back.
  • The back ordered items in any order will automatically ship out as soon as we receive the item in the order which they were placed.
  • You will be notified via a shipment confirmation email (and a tracking number) once your back ordered items have been shipped. You will not need to contact customer support, or do anything to follow up on the back ordered item. We will take care of it for you from here on out.
  • We will do our best to estimate when back ordered items are expected to ship, and post this information on the website. This is only an estimation, subject to change, and shipping dates are not guaranteed.
What happens if I am not present when my order is delivered?

If you are not present at the time the order is delivered, the order is delivered to the neighbors or the package is offered again the next day.

If you are not present at the second delivery attempt, the order will be delivered to the nearest pick-up point. The carrier will leave a notification, so you can pick up the order yourself.

TIP: Have the order delivered to the address where you are present during the day of delivery by entering a different delivery address, for example work.

Do you also deliver abroad?

Of course we also deliver abroad! For information about the shipping costs, choose the desired country for delivery in the shopping cart. The shipping costs are immediately visible. It differs per country of what amount you receive free shipping.

Returns

How do I return my order?

The easiest way is to contact us through our contact form about your return. We'll get back to you with the necessary information about returning the order.

How long will it take for my payment to be refunded?

We will wait with the refund until we have received the returned product. The amount will be refunded in the same way as the original transaction was performed within 14 days.

Are there any costs associated with the return?

Costs for returning an order always have to be paid buy the customer.

Guarantee

What's the warranty period?

When you order something from us, you can assume that it is a high-quality product. On every product the legal guarantee applies that means that a product has to do what or is what you as a customer can expect from it in all reasonableness.

Do you want to use your guarantee? Please contact us.

My product is defective. What should I do?

We're sorry to hear that. Please contact us so we can solve this.

Press

Is it possible to set up a collaboration, such as a product review or promotion?

We are certainly open to nice collaborations with different media outlets. There are various options for this, such an interview with Marijn, a product review or setting up a contest. Are you curious if there are possibilities for a collaboration?

Contact us to see what the possibilities are.

Can I request high res images of your products?

That is not a problem at all.

Just contact us with:

  • The link to the product page.
  • The product number (this can be found on the product page with the general specifications).

We try to process your request as quickly as possible, usually within 1 business day.

Do you not yet have a specific product in mind, but do you want to receive input from us? We love to think along and will look for suitable products for you.

Complaint

I have a complaint

You may have a complaint about us. We find that very sorry to hear and we want to solve it! Quality and service are important core values for us. We want you to be satisfied with us and to speak with enthusiasm about our products, our communication, shipment and our service! That is why we do everything we can to handle a complaint satisfactorily. We see your complaint as a challenge and reason to improve our communication, service and quality.

How do we handle your complaint?

  • We strive for a quick settlement of the complaint (within 14 days you will receive a response)
  • We investigate the cause of the complaint
  • We will contact you with a solution
  • We follow up the agreements made
  • We use the experience to prevent the same complaint in the future

Please send us a message with your complaint and we'll look into in right away.