Return & Complaint

If something is missing from your order, we're very sorry! Even though we do our best, a human error can occasionally happen in the warehouse.

Please use our complaint form so we can either send the missing item as quickly as possible or refund the amount.

How to proceed:

1. Go to our return portal.
2. Select "I am missing items from my order".
3. Fill in the fields and submit.

Once we receive your form, we will investigate immediately and get back to you with a solution.

Note: Please don't throw away the packaging before you double-check. Occasionally items can hide in the paper/cardboard filling.

It can be frustrating to collect your parcel somewhere else than planned. When this happens, it's a decision made by the carrier (e.g., GLS or DAO) at delivery time.

Unfortunately, as a webshop we have no influence over this re-routing. Carriers reserve the right to deliver to the nearest available pickup point if the selected one isn't available.

Common reasons include:

• No capacity: The most common reason. If the chosen pickup point/locker is full, the driver delivers to the nearest available location to avoid returning the parcel to the terminal (especially during busy periods like Black Friday and Christmas).
• Closed or discontinued: If the shop is closed, has changed opening hours, or no longer cooperates with the carrier, the parcel is automatically redirected.
• Parcel size: Some smaller pickup points have limited capacity and may reject very large/heavy parcels. In those cases it's delivered to a place that can handle it.
• Operational disruptions: In rare cases, locker outages, traffic conditions, or sickness may require an alternative delivery location.

You can always see where the parcel ended up via the tracking link you received by email or SMS.

Our normal delivery time is 1-2 business days from the time you place your order. If you haven't received your order after 3 days, please contact us via our return/complaint portal. Choose "My order has not been delivered", fill in your information and submit.

As soon as we receive your request, we will contact the carrier to locate the parcel. If it appears lost, a trace will be started. GLS and DAO have up to 10 working days to locate the parcel. If they cannot, the parcel is considered lost and we can send a replacement.

If you have questions, you are welcome to contact us via the contact form below.

If you have an item you want to complain about, please use our complaint form so we can assess the case as quickly as possible and, if relevant, send a replacement.

How to proceed:

1. Go to our return portal.
2. Select "I want to make a complaint".
3. Enter your order number and the email address used for the order.
4. Fill in the fields, attach photos, describe the issue, and submit.

Once we receive your form, we will investigate immediately and get back to you with a solution.

It's unfortunate to receive a damaged parcel. If it happens, it's important to act quickly and correctly so we can help you.

Important: Never throw away the packaging! Keep the box, the filling, and the product packaging until the case is fully closed. Without the packaging we cannot handle a carrier claim.

Step-by-step:

1. Do not use the item.
2. Take photos (before you dispose of anything):
   1. Photos of all outer sides of the parcel.
   2. A clear photo of the shipping label (must be readable).
   3. Photos of the damage on the product.
   4. Photos of the contents as they were packed inside the box.
3. Go to our return portal.
4. Select "My package is damaged in transit".
5. Enter your order number and the email address used for the order.
6. Fill in the fields, attach photos, describe the damage, and submit (preferably within 24 hours of receiving the parcel).

Note: If shipped with GLS or DAO, you may also need to report the damage directly to them via their website. Contact us and we'll guide you.