Orders and payment
Order information, payment options and more about online orders.
We try to ship your order as fast as we can. Therefore our window to cancel is pretty small. Contact us as soon as you can (within 15 min after placing the order would be perfect) so our customer service agent can take it from there.
And don’t worry, if the order can’t be cancelled you can always decline the parcel upon arrival or return it to us later, free of charge. Our return policy gives you all the details you might need.
You can always find your order number in the confirmation email and in every email that’s related to your order. You can also check the order page of your account. It’s always an 8-digit number.
When you shop with us online, you can use the following payment methods:
- PayPal and PayPal Express*
- Mastercard
- VISA
- American Express
- Klarna
Credit and debit cards are never charged until the order is shipped. To make sure you are you, the name and address must match that of the credit card used for payment. It’s within our rights to cancel any order that does not match these criteria.
To make sure everything will be delivered to the right address, please check if all the information in your PayPal account is correct.
After you’ve placed your order, we’ll send you a few emails to update you on its status. Sometimes these emails end up in your spam box, so make sure you add us to your spam exceptions or your email address book (you can check your email program to manage those incoming emails).
Order and delivery emails:
- An order confirmation email lets you know that we’ve received your order.
- A shipping confirmation email lets you know we've processed your order. This email includes a tracking number that becomes active within 24-48 hours.
- You will also receive an email containing the invoice for your order.
Return and cancelation emails:
- The return confirmation email lets you know that we’ve received your returned order and that our warehouse staff is happy with its status. It also means we have started the refund process.
- The order cancellation email confirms that your order has been cancelled. Most of the time you get this email after you’ve sent us a request to do so, if your selected items were all sold out or when we’re unable to ship your order. More information about this can be found under cancelled orders.
For any questions regarding your Klarna invoice and/or payment, you can reach out to Klarna’s customer support team in the Klarna app or you can click here. Their customer service representatives will be happy to assist you with any queries.
Klarna is a payment service provider that allows you to buy products now and pay for them only after you've received the items, free of interest.
Please be aware that Klarna's services are a form of credit, so you have to be 18 + years old to use Klarna as a payment method. Note that fees may apply to late payments.
Klarna is an independent payment provider not owned by us. For more information about your invoice, or Klarna in general, reach out to them here.
You can always return your items within 120 days, using the return label provided in the parcel. You can find out more about how to return an item/order here.
If you chose Klarna as a payment method and you've already paid for the order, you will be refunded for the items you return by Klarna directly.
If you haven't paid your Klarna invoice yet, the price of the returned items will be reduced from the original invoice. You'll only have to pay for the items you keep.
For any questions regarding you Klarna invoice and/or payment, you can reach out to Klarna’s customer support team in the Klarna app or click here.
With Klarna's Pay Later service you can easily buy items on our website and pay for them after you have received the items.
This means you only pay for the items that you decide to keep.
Simply choose Klarna Pay Later as a payment method, when placing your order. After placing the order, you’ll receive an order confirmation email and a separate email from Klarna with all the payment details.
You have 30 days to pay for the items from the date that the order is shipped to you.
You can read the full terms & conditions for the Klarna Pay Later service here.
With Klarna's Pay in installments service you can easily buy items on our website and pay for them after you have received the items, in three installments.
Simply place your order and choose 'Klarna Pay in 3 Installments' as a payment method. You'll pay the first part of the payment upon finalizing your order placement. After you have received your order, you can pay the remaining amount in two separate installments. Klarna will send you a reminder for every installment to be paid, one month after the previous payment period.
You can read the full terms & conditions for the Klarna Pay Later service here.
When you select PayPal in our checkout, we’ll lead you straight to the PayPal site. If you already have an account, you can log in and confirm the payment. If you don’t have a PayPal account yet, you can set one up and easily proceed with the payment. Refunds from returns will be booked onto the registered PayPal account.
To make sure everything will be delivered at the right address, please check if all the information in your PayPal account is correct.
Unfortunately we can’t modify your order. We can try to cancel it for you. Contact us as soon as you can (within 15 min after placing the order would be perfect) so our customer service agent can take it from there.
And don’t worry, if the order can’t be cancelled you can always decline the parcel upon arrival or return it to us later, free of charge. Our return policy gives you all the details you might need.
We’ll always send you an email to let you know why your order has been (partially) cancelled. Most of the time it’s one of these reasons:
- Your items were out of stock at the time of shipping
If this is the case, we’ll take care of your refund straight away. - Something went wrong while verifying your billing and/or shipping details
Try to go back one step in the payment process on the website to check your details. If they’re correct it’s easiest to contact your bank to see if they can help you find out more. If the issue lies in the shipping, please check your address details and make sure the address is based in the same country as the website you’ve ordered from. - There’s a duplicate order
Please check the original order. It could very well be that it has been confirmed and/or shipped already.
If the issue remains unsolved contact us, so our customer service agent can take it from there.