Problems with delivery

Frequently Asked Questions

What if my package has not been delivered?

Standard mailbox post: PostNL claims that they will deliver mailbox post in the Netherlands within one working day, but experience shows that this does not always happen, especially in villages and distant cities relative to Eindhoven. For mailbox post, we therefore recommend that you take a delivery time of 1-3 days into account, which in some cases could take up to a week. Also keep in mind that mailbox post is not traceable and we cannot check at PostNL where your shipment is.

Parcel post: PostNL parcel post is usually delivered within a day, but in some cases it can take up to 3 delivery days. Possible delays can occur due to sorting errors, address errors or busy periods around holidays. Always take some delays into account so you receive your products on time.

International parcel: we usually ship with DPD from the Netherlands to other countries. Check the DPD website for the most current delivery times.
For Cyprus and Malta, we offer PostNL as a delivery service. Parcel post usually takes 3-8 delivery days. Please check the PostNL website for the most up-to-date information for any delays.

Has your order not been delivered within the indicated maximum delivery period? We advise you to contact us using the contact form below.

What if the delivery of my order is delayed?

Once we have transferred your order to the delivery service, the delivery is out of our control. Therefore, there is little we can do. For example, due to heavy strain on the postal services, it might be possible that your shipment is delayed. We advise to wait for a minimum of 7 days before contacting us using the contact form below.

Note that:there are several times of the year when it is very busy. Think of New Year, Black Friday, Cyber Monday, Sinterklaas and Christmas. Keep in mind that the delivery time can take longer. This will always be clearly indicated on our website.

What if my shipping address is wrong?

The shipping address of an order can only be changed if the order has not yet been processed. If the order has already been shipped, we cannot adjust any shipping information for you.

When the address needs to be changed, we advise you to contact us as soon as possible.

In most cases the package will be returned to us and we will re-send it to the correct address.Unfortunately, we cannot guarantee that we will receive the order back as it depends on several factors. Such factors include whether the shipping address actually exists, whether the delivery service were able to deliver the shipment or whether the resident at the given address will refuse the package.

If you already have an account, you can change the address in your account. This will prevent it from going wrong with the next order.

What if a product from my order is missing?

If you have received an incomplete order, we advise you to contact us.

Has the order not been delivered within the latest delivery time (including delay)?

Please fill in our contact form below as completely as possible.

	Mailbox post standard	Mailbox post track & trace	Parcel post
Delivery days	Tuesday through Saturday	Tuesday through Saturday	Monday through Saturday
Average delivery time*	1-3 days	1-3 days	1 day
Delivery time at the latest*	5 days	5 days	3 days

*Possible delays can occur due to sorting errors, address errors, busy periods around holidays or if there are known delays at PostNL. Around the holidays we maintain a double delivery time.