It may happen that your order takes longer to be delivered; this can be due to various factors.

We use and depend on third parties who transport your order for us. Although we always do our best to provide as accurate a time window as possible for when your order can be delivered, things can always turn out differently than expected.

In some cases, a carrier may experience delays during sorting, for example during busy periods. Sometimes the courier might just miss the deadline to deliver your order to the letterbox on time. In extreme cases, strikes, weather conditions or car trouble can cause delayed delivery.

In all cases, it is always wise not to take the expected delivery time too strictly, so you won’t be disappointed if your package is delivered later than expected. Also bear in mind that we always base the expected delivery time on working days (Monday to Friday), even if some carriers also deliver during weekend days.

Investigations with carriers

Has the tracking of your package been stuck without any update for more than 5 working days? Then do not hesitate to contact us, either by phone, via the chatbot or through the contact form. Although most packages that do not receive timely updates are eventually delivered after all, sometimes there may be more going on and an investigation with the carrier is needed. Please note that only we as the sender can request an investigation on behalf of the recipient.

This also means that if you contact the carrier yourself and they promise to start an investigation, we still need to start an investigation from our side. We do not take into account the results of investigations that we as the webshop have not initiated ourselves in the final resolution.

From the moment we start an investigation, it can take 10-14 days before the investigator can provide us with an answer. Have you received confirmation from us that we have started an investigation on your behalf? Then we advise you to wait for the investigation before contacting us again, unless you have received your package in the meantime.
Sending us reminders does not speed up the investigation.

Investigation result

If you have not received your package during the investigation and 14 days have passed since the investigation was requested, we will look together with the carrier for a suitable solution for you.

If the carrier provides us with a signed delivery confirmation, or other evidence indicating that the package was indeed delivered to the correct place, we will contact you about this again.

Note: If you accidentally entered an incorrect or old address when placing your order and did not have it changed in time, neither we nor the carrier can do anything about this. Customers are always responsible for submitting their address details themselves. Although we offer customers the option to change their address (immediately after placing the order) via the chatbot, this is not a guarantee and no rights can be derived from it.

Note: In some cases, an investigation with the carrier is not possible. For example, if you opt for drop-off consent. With this option, you as the recipient take full responsibility for the package and thus also the risk of loss. In that case, neither we nor the carrier can do anything for you.

Has your order been delivered late after the package started receiving updates again? That is of course very unfortunate, but it can always happen that it is busier at the carrier than expected. Unfortunately, in this case, we cannot refund shipping costs either.

Please note that although a late delivery is very annoying, we cannot reimburse or refund shipping costs.