To cancel an order, we kindly ask you to submit a cancellation request as soon as possible after placing your order via our chatbot. You can find this at the bottom right of the page when you go to ‘Customer Service’ from the homepage.

The sooner you do this, the greater the chance that we can still cancel the order before it is processed and shipped.              

An order can only be cancelled when the payment has been completed in full. If you have already paid but cannot find your order in the chatbot, please check whether you are entering the correct order number and whether you have received an order confirmation by email. It may also be that the payment has not yet been received by us.

After submitting your request
As soon as you submit a cancellation request via the chatbot, you will receive immediate confirmation. It may then take up to 5 working days for the cancellation to be definitively processed and the amount refunded. After the refund, it may take another 2 to 4 working days before the amount is visible in your account. You will always receive an email once the cancellation and refund have been completed.
 

Cancellation no longer possible
If the chatbot indicates that cancellation is no longer possible, unfortunately your order has already been processed. From that moment, we can no longer cancel the order. We therefore advise you to submit your request as soon as possible after placing the order.
 

Partial cancellation
If you only want to cancel part of your order and still receive the rest, please clearly indicate this in the chatbot after you have submitted your cancellation request. Our staff will try to accommodate this as much as possible.
 

Busy periods
During busy periods, such as around holidays, it may take longer for your request to be processed. We do our best to assist you as quickly as possible. We kindly ask you not to submit multiple requests, as this can actually delay processing.
 

Important
Cancellation requests submitted via the contact form or by phone may not always be processed in time. Therefore, always submit your request via the chatbot to increase the chance of success.

Submitting a cancellation request is a service. No rights can be derived from this request.