After ordering, you receive a confirmation with your order number. As soon as a parcel leaves, you receive an email with the carrier and a tracking link; if your order comes in several parcels, you get a link for each parcel. You can usually change or cancel your order as long as the parcel has not yet left.
From order to delivery
- Your order confirmation
Right after your payment, you receive an email with your order number, an overview of what you ordered, the expected delivery time, your invoice and the terms and conditions. Keep that email; you need your order number whenever you ask us something.
- Your order is being prepared
We pass your order on to the warehouse where each product is stocked. If everything is in the same warehouse, it usually comes in one parcel; otherwise each part leaves separately.
- Your parcel leaves
For each parcel that leaves, you receive an email with the name of the carrier and the tracking link. Through that link you can see where the parcel is and, with some carriers, choose a different day or a pick-up point.
- Delivery
Check the parcel when you receive it. If something is damaged or missing, let us know with a photo; see shipping.
Your tracking link doesn’t work or your parcel hasn’t moved for days?
A tracking link sometimes only shows results a few hours after the parcel has been registered with the carrier. If your parcel stays at the same step for several working days, or the tracking says it has been delivered while you received nothing, send us your order number. We will check with the carrier.
Can you still change or cancel your order?
As long as the parcel hasn’t left yet, we can usually still change something: a colour, a quantity, the delivery address. Let us know as soon as possible, with your order number. If the parcel is already on its way, you can still withdraw from the order after receiving it, within your cooling-off period of 14 days; see returns.
Frequently asked questions
I didn’t receive a confirmation email. Did my order go through?
First check your spam folder. If you received a payment confirmation when you paid, your order has usually come through. Send us your name and the amount and we will look it up.
Why did I get two tracking links?
Because your order comes in two parcels, each from a different warehouse. You only pay for shipping once.
The expected delivery time has passed. What now?
Let us know. We will check with the manufacturer or the carrier and tell you when the parcel will arrive. If you don’t want to wait any longer, you can cancel the products that haven’t left yet and we will refund you.