Please find below an overview of our most frequently asked
questions regarding the delivery with the answer. Is your question not in the below list? Feel free
to contact us at firstname.lastname@example.org
How do I know if my order has arrived safely? We will send an order confirmation immediately to the email address you have provided when you place an online order. It will include an overview of your order with an order number. Contact us if you do not receive this confirmation.Contact can be made via email@example.com. Please state your name and order number in all correspondence.
Can I update my delivery address after placing my order? Unfortunately, we cannot change your delivery address once an order has been placed. This is because the order information is immediately sent to our warehouse, where they will prepare your order for dispatch.
In case your delivery address is wrong, we suggest you try the following:
1. Contact your national postal service and quote your tracking parcel ID. Many carriers will let you request a delivery re-direct, please note that we cannot be held accountable for any decisions made by third parties. 2. Contact the resident at the address you placed during checkout.
If you are unable to do the above and/or the delivery address you listed does not exist, we will contact you should your parcel be returned to us.
Can I update, edit or cancel my order? We cannot update, edit or cancel any order once you have completed checkout. No exceptions will be made whatsoever.
Can I find out where my order is now? You will receive an email with all the information about the delivery. Depending
on the type of product you have ordered, a track and trace number has
been included which enables you to follow your order. You are also able to find the track & Trace number of your shipment on your online account in our shop.
You can also contact customer services for more information. Contact can be made via firstname.lastname@example.org. Please state your name and order number in all correspondence.
What are the delivery times? Your
order will be processed the same day if it is completed before 16:00 on work days,
unless stated otherwise. Check here our delivery times per country.
What do I have to pay for delivery? No delivery costs will be charged on orders above €50,-. For orders to Asia and Australia a shipping fee of $10 will be applied. Check here our charges per country. Do I need to pay a customs/duty fee?
We have absolutely no control over the additional duties/VAT that may or may not be charged in your country. If you are unsure whether or not you will be charged with duties/VAT at the time of receiving your order, please get in touch with your local post office or be sure to verify the additional cost you may incur with the authorities of the country the order is being shipped to.
I did not receive my order on the agreed date. What now? Contact our customer services if you have not received your order on time. Contact can be made via email@example.com. Please state your name and order number in all correspondence. Do you also deliver internationally? Yes,
our products can be delivered to the following countries: click here
Can I arrange to have my order delivered to a different address? Yes,
this is possible. When registering, you can enter the address to which
you would like to have your order delivered under 'delivery address'. Do you deliver packages to a PO Box? No. Unfortunately our courier does not deliver to a PO Box. When you have entered an address that is a PO box, the package will be returned to our fulfillment facility.