FAQ
Ordering and delivery
Do you have questions about your order? Here you will find answers to frequently asked questions about orders and deliveries
When can I expect my order?
Cutoff time 22:00 (GMT-05:00) Eastern Daylight Time (Toronto)
Order processing time 1-3 business days (Mon-Fri)
Delivery time 4-8 business days (Mon-Fri)
It takes around 1-3 business days for the order to get processed. After your order has been processed, it takes around 4 to 8 business days for the item to be delivered. There can be delays beyond our control such as customs and postal service delays or an increase of gift parcels being shipped during the holidays may cause delays which might take 5–11 business days for shipment.
Our products are shipped directly from the supplier to you. This unique business model allows us to save enormous storage and transportation costs, offer the products at a cheaper price than our competitors and cover the shipping costs ourselves.
How much are the shipping costs?
We do not charge any shipping costs. Shipping is therefore always FREE.
The estimated delivery time has expired. Where is my order?
In 99% of cases, orders are delivered within the expected delivery time. Unfortunately, sometimes an order can be delayed in the delivery process. You can check the status of your order using the following link: Track your order
If you have not received anything 3 days after the expected delivery time, please contact us: Contact us
I'm missing several products in my order. How is that possible?
Since we work with different suppliers, products may be shipped separately. If items are missing from your order, you will usually receive them after 2-3 days.
What happens if my package hasn't arrived?
If your package is lost in transit, please note that all claims must be made no later than 4 weeks after the estimated delivery date. In this case, we will cover the cost of sending a replacement order to you. However, before we do this, we may need your help, for example to confirm that the delivery address is correct and to contact your local post office. Please note that if the tracking information indicates that an order has been delivered but you claim that you have not received it, we cannot accept responsibility. In such cases, replacement deliveries will be made at your cost.
What happens if I don't pick up my package from a collection point on time?
In the event that products are returned to us because the customer has not picked up their package, we charge €25. This includes shipping to and from your address as well as handling and restocking the products.
Exchange and return
Do you have questions about the returns process? Here you will find answers to frequently asked questions about returns and exchanges
I am not satisfied with my order, can I return it?
You have the right to return your purchase within 30 days of receipt without giving any reason. If you decide to return your order, please follow the steps on our returns page .
Please note that you are responsible for the shipping costs. Your return package must be well protected. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Once we receive and approve your return, we will refund the purchase amount (excluding shipping costs) within 5 business days.
I want to return an item, what should I do?
I want to return an item, what should I do?
If you are not satisfied with your order, you can exchange or return it within 30 days of receipt. Products must be returned in their original condition and with tags and labels. The product must not show any signs of use.
A return must always be accompanied by a track & trace code. Shipping is always the responsibility of the sender.
Go to our returns page to read our policy for returns and refunds.