I have not received my order, what now?
When you place an order with us, you will always receive a Track & Trace code so you can follow your shipment. If you are unsure where your package is or if the expected delivery time of 5–10 business days has been exceeded, please create a ticket with our customer service. Clearly mention your order number. We will then work with the carrier to track your order.
Unfortunately, items can sometimes get lost or damaged during transport. When this happens, we will file a claim with the sender to investigate the issue. Please note that this investigation takes on average 3–4 weeks. To start an investigation, submit a ticket within 7 days after shipment and clearly mention your order number. After this period, it is no longer possible to file a claim with the courier.
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I have placed an order but have not received a confirmation email. What now?
It’s possible that the email ended up in your spam or junk folder. If you can’t find the confirmation email there either, please contact our customer service by creating a ticket. Please provide the following information: Date/time of the order The ...
I have problems completing my order, what now?
It could be possible that important information is missing in your account. Therefore, the order process cannot be processed. Check whether all information such as your address and billing information has been filled in correctly. If this does not ...
How long will it take to receive my order?
On average, an order is delivered after 5 to 10 working days. This is to ensure the seller has time to package and ship the order to us. It also allows our authentication team the time it needs to ensure that the item you are receiving is 100% ...
Do I have to pay VAT, import duties, or customs fees on my order?
All prices include VAT. All orders are first sent to our warehouse in the Netherlands for authentication and quality control. We then ship the item within the EU to the buyer. As a result, all deliveries are free from additional import duties and ...
Can I change my delivery address?
Depending on the status of your order and how you paid we can change your postal address. We cannot change an address if you have paid by Klarna as per their terms and conditions. If you have not yet received delivery tracking, please get in touch ...