Frequently asked questions
1.1 I lost my password, what do I do?
If you have lost your password, just click on the link “Send New Password” in the login screen and you will receive an email with a new password.
1.2 I have made an order but I forgot to create an account. Can I still make an account?
You can always create an account; unfortunately, it is no longer possible to link your order to this account. However, it is still possible to track your order. As soon as the order has been sent, you will receive a track & trace code in your confirmation email.
2.1 I have made an order, but I didn't receive a confirmation by email.
It may take up to 30 minutes to receive your order confirmation. If you have not received a confirmation after this time, please contact our customer service.
2.2 Can I pay my order in cash?
No, unfortunately not. We only offer options to pay digitally. We accept the following payment methods: •
- Mister Cash
- Bank transfer
- Sofort Banking
2.3 How much shipping costs do I have to pay?
The shipping costs depend on the country you live in. Please select your item(s), go to the shopping cart and finish your order. After selecting your country, you will see the amount which needs to be paid for the shipping.
2.4 I did not receive my complete order. What now?
This is, of course, not our intention. If your order is not complete, please contact our customer service. Please make sure that you send an email including your order number, the item you are missing and a picture of the invoice that you received with the order. Then we will ensure that you receive the missing item as soon as possible.
2.5 My order is damaged. What now?
If you receive a damaged or wrong item, please contact our customer service with a photo of where the item is broken. You may send back the damaged item and we will make sure that you receive a new item.
2.6 I received the wrong product.
If you received the wrong product, please contact our customer service. Please make sure that your email includes your order number, the item you are missing, the item you received and a picture of the invoice proving that you received your order. The wrong item may then be returned to us. We will ensure that you receive the missing item as soon as possible.
2.7 What happens when a product is no longer available?
If a product is no longer available, you will receive a message from our customer service. You can choose whether you want to choose another item for the same amount or want a full refund.
2.8 How can I cancel my order?
To cancel your order, please contact our customer service. If the order is not yet shipped we can cancel the order for you, however after shipping it is no longer possible. If the order has already been sent, you can always send it back and request a refund once you have received it.
2.9 Can I still change my order?
If your order has not been despatched, the order can still be changed. Please provide your change requests to our customer service department as quickly as possible.
3.1 What delivery options can I choose?
Unfortunately, we do not have the option to choose a shipping option. We deliver our packages with DHL.
3.2 How long will it take for my order to be delivered?
Orders placed before 4:00PM CET/CEST are sent the same day (exclusive weekends). The chart below shows estimates of how long it takes for your order to arrive in your country.
1 working day
1 – 2 working days
2 – 5 working days
Other European countries
5 – 10 working days
5 – 10 working days
North and Central America, Caribbean
10 – 15 working days
Asia, Australia, New Zealand
10 – 20 working days
10 – 20 working days
3.3 I have not received a track and trace. What now?
If you have not received track and trace please contact our customer service. They can provide you with your track and trace code.
4.1 Can I return my items?
Within 30 days after receiving your package, you can return the products for no reason. Unfortunately, the following products can not be returned:
- Software, vinyl, CDs or DVDs that have been removed from the packaging
- Products that can not be returned for hygienic reasons, such as underwear
- Clothes that have been worn or washed
- Products that are not complete or damaged
4.2 How can I return my items?
The items can be returned to the following address:
Attn: Return departement
1047 HP Amsterdam
4.3 Do I have to pay to send my products back?
Unfortunately, the costs for returning items are your responsibility.
4.4 Can I exchange a product for another size?
Once you send a package return you will always receive a refund. With this refund, you can order another size.
4.5 Have you already received my return package?
We handle the return packages on average a week after we received it. If you have returned your package, you will receive an email from us confirming that the refund has been placed.
4.6 When will I get my money back?
Once your return package has been received, you will receive an email from us that the refund has been processed. Please keep in mind that this may take 14 days before it appears in your account.
4.7 I received an email that the money has refunded, but I have not received it yet.
It may take up a few days for the payment to appear in your account. If this takes longer than 14 business days, please contact our customer service.