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How long does it take for me to receive my order?

The time it takes to receive your order depends on two main factors: processing time and shipping time.

1. Order Processing Time: This is the time it takes for us to prepare your order for shipment after it’s been placed.

    
   • Standard Orders: Typically, orders for in-stock items are processed and dispatched within 1-3 business days.
   • Custom or Handmade Items: If your order includes custom-made, personalized, or handmade items, the processing time will be longer due to the production process. Please refer to the specific product description for an estimated processing time, which can range from 5-15 business days or more.
      
   • Backordered Items: If an item is out of stock or needs to be backordered, we will notify you of the expected delay.

2. Shipping Time: This is the time it takes for the package to travel from our warehouse to your delivery address, once it has been handed over to the shipping carrier. Shipping times vary depending on your location and the shipping method you choose.

   • Domestic Shipping (within the Netherlands):

     • Standard delivery typically takes 1-3 business days after dispatch. Many parcels are delivered the next business day if shipped with major carriers like PostNL or DHL.
        
     • Express options (if available) can offer next-day delivery, sometimes even by a specific time (e.g., 9 AM or 12 PM).

   • International Shipping (within Europe):

     • Standard delivery to most European countries generally takes 2-5 business days after dispatch.
     • Faster options (e.g., FedEx International Priority, DHL Express) can deliver within 1-3 business days to major cities.

   • International Shipping (outside Europe):

     • Delivery times to destinations outside of Europe can vary significantly, typically ranging from 3-10 business days or longer, depending on the country, customs procedures, and the shipping service selected.

Key Factors That Can Affect Delivery Time:

• Geographic Location: The further away you are from our shipping facility, the longer transit time will be.
• Shipping Method: Expedited shipping options (e.g., Express) will always be faster than standard or economy options, but usually at a higher cost.
• Peak Seasons & Holidays: During busy periods like Black Friday, Cyber Monday, or major holidays (e.g., Christmas), order processing and shipping carriers can experience delays due to high volumes.
   
• Weather Conditions: Severe weather can disrupt transportation networks and cause unforeseen delays.
   
• Customs Clearance (for international orders): Packages crossing international borders may be subject to customs inspections, which can add to the delivery time.
   
• Unexpected Events: Unforeseen circumstances like strikes, natural disasters, or global events can impact delivery schedules.

How to Track Your Order:

Once your order has shipped, you will receive a shipping confirmation email with a tracking number. You can use this tracking number on the carrier’s website to monitor the progress of your delivery.

We always strive to deliver your order as quickly and efficiently as possible. If you have any concerns about your delivery time, please don’t hesitate to contact our customer support team with your order number.

Changing your shipping address depends on the status of your order. It’s crucial to act quickly if you need to make a change.

Here’s what you should do:

1. If your order has NOT yet shipped (Most Likely to Succeed): This is the best-case scenario. If your order is still in the processing stage and hasn’t left our warehouse yet, we can usually update the shipping address without any issues.

   • Contact Us Immediately: As soon as you realize the address is incorrect, please contact our customer support team.

     • Phone Support (Recommended for Urgency): Call us directly at [Your Phone Number] during our business hours (Monday to Friday, [Start Time] to [End Time] CEST). This is typically the fastest way to request an address change.
     • Live Chat (If available): If our live chat is active on our website, use it for immediate assistance.
     • Email or Support Ticket: If it’s outside business hours, or if phone/chat isn’t an option, send an email to [Your Support Email Address] or submit a support ticket via [Link to your “Contact Us” or “Submit a Ticket” page]. Please use a clear subject line like “URGENT – SHIPPING ADDRESS CHANGE – Order # [Your Order Number]” and include the correct address in the body of your message.

   • Provide Details: When you contact us, please have your order number, the incorrect address, and the complete, correct shipping address ready.

2. If your order HAS already shipped: Once your order has left our facility, changing the shipping address becomes much more difficult and often involves limitations and potential additional costs.

   • Contact Us Still: Even if it has shipped, please contact us immediately. We will try our best to assist you by contacting the shipping carrier (e.g., PostNL, DHL, FedEx).
   • Carrier Interception/Redirection: Some carriers offer services to intercept or redirect packages in transit. However, this is not always guaranteed, may incur additional fees (which you might be responsible for), and can significantly delay the delivery of your order.
      
   • Return to Sender: If a package cannot be delivered to the incorrect address (e.g., the address does not exist, or the recipient is unknown), it will often be returned to our warehouse. Once we receive the returned package, we can then arrange to reship it to your correct address. Please be aware that re-shipping fees will apply in this situation.
   • Delivered to Incorrect Recipient: If the package is successfully delivered to an incorrect address that was provided by you (e.g., a neighbor’s house number or a valid address but not yours), we, unfortunately, cannot guarantee its recovery. In such cases, you may need to place a new order.

To prevent future issues, please always double-check your shipping address carefully during the checkout process before confirming your purchase

No, for your security and privacy, we do not store your full credit card information on our servers.

When you make a purchase on our website, your payment details are processed directly and securely by our trusted third-party payment gateway providers (e.g., Mollie, Stripe, PayPal). These providers are industry leaders in secure online transactions and are fully compliant with the highest security standards, including PCI DSS (Payment Card Industry Data Security Standard).

Here’s how it generally works:

• Tokenization: When you enter your card details, they are immediately encrypted and sent directly to the payment gateway. The gateway then returns a “token” (a unique, meaningless string of characters) to us. This token represents your credit card information but cannot be reverse-engineered to reveal your actual card number.
• Recurring Payments / Stored Cards (Optional): If you opt-in to save your card for faster future purchases, or for subscription services, it’s this secure token that is stored by the payment gateway, not your actual credit card number. We only store this token, which allows us to process future transactions without you re-entering your details, but without ever having access to your sensitive financial data.

What this means for you:

• Enhanced Security: Your sensitive financial information is never directly handled or stored by our website, significantly reducing the risk of a data breach compromising your card details.
• PCI DSS Compliance: Our use of secure payment gateways ensures that all transactions meet stringent industry security standards.

We prioritize the security of your personal and financial information. If you have any further questions or concerns about payment security, please feel free to contact our customer support team.

Do you charge sales tax?

Yes, as a business operating in the Netherlands, we are legally required to charge Value Added Tax (VAT), known in Dutch as BTW (Belasting over de Toegevoegde Waarde), on most of our sales.

The VAT rate applied to your order will depend on the type of products or services you are purchasing and your location:

• Standard VAT Rate (21%): This is the general rate applied to most goods and services in the Netherlands.
• Reduced VAT Rate (9%): A lower rate applies to certain essential goods and services, such as food, medicines, books, and some specific services.
• Zero VAT Rate (0%): This rate primarily applies to certain international transactions, such as supplies of goods exported outside the European Union or to businesses in other EU countries (under specific conditions, often referred to as “reverse charge”).

For Customers within the Netherlands: The applicable VAT rate (21% or 9%) will be automatically calculated and included in the price shown at checkout, or added as a separate line item, depending on the product and how it’s displayed.

For Customers within the European Union (EU) but outside the Netherlands:

• For B2C (Business-to-Consumer) Sales: If you are a private individual, the VAT rate of your country of residence within the EU will generally be applied, once our total sales to EU countries exceed a certain threshold (€10,000 for all EU distance sales combined). We handle this through the One Stop Shop (OSS) system, which simplifies VAT declaration across EU member states.
• For B2B (Business-to-Business) Sales: If you are a business located in another EU country and provide a valid VAT identification number, we typically apply a 0% VAT rate (known as an intra-Community supply). You, as the buyer, would then be responsible for accounting for the VAT in your own country via the reverse charge mechanism.

For Customers Outside the European Union (EU): Orders shipped to countries outside the EU are generally exempt from Dutch VAT. However, your order may be subject to local import duties, customs fees, and taxes levied by your country’s customs authorities upon arrival. These charges are typically not included in our prices or shipping costs and are the responsibility of the recipient.

The exact VAT amount for your order will be clearly displayed during the checkout process before you finalize your purchase.

Yes! We are delighted to offer worldwide shipping to bring our products to customers across the globe.

No matter where you are located, we strive to deliver our items right to your doorstep. During the checkout process, you will be able to select your country, and the available shipping options and costs for your specific region will be displayed.

Please keep in mind that while we ship worldwide, international orders (especially those outside the European Union) may be subject to:

• Customs Duties and Import Taxes: These are charges levied by your country’s customs authorities upon the arrival of your package. These fees are not included in our product prices or shipping costs and are the responsibility of the recipient. We recommend checking with your local customs office for estimated charges before placing your order.
• Longer Delivery Times: International shipping generally takes longer than domestic shipping due to distance, transit times, and potential customs clearance processes.
• Specific Import Restrictions: A few countries may have restrictions on certain types of products. While we do our best to be aware of common restrictions, it is ultimately the customer’s responsibility to ensure that the products they order can be legally imported into their country.

We aim to make international shipping as smooth as possible for you. If you have any specific concerns about shipping to your country, feel free to contact our customer support team!

Generally, yes, we strive to ship all items from a single order together in one package to simplify delivery for you and minimize our environmental footprint.

However, there are a few exceptions where your order might arrive in multiple packages:

• Items Shipped from Different Warehouses/Locations: If you’ve ordered items that are stocked in different fulfillment centers or warehouses, they will naturally be shipped separately from their respective locations.
• Large or Oversized Items: Very large, bulky, or heavy items may need to be shipped separately from smaller items in your order due to packaging constraints or carrier restrictions.
• Pre-Order or Backordered Items: If your order includes a mix of in-stock items and pre-order or backordered items, the in-stock items may ship immediately, while the pre-order/backordered items will ship once they become available. We will usually notify you if this is the case.
• Direct Shipments from Suppliers: In some instances, certain specialized or unique items might be shipped directly to you from one of our trusted suppliers.

How you’ll know:

If your order is being split into multiple shipments, we will do our best to inform you. You will typically receive:

• Multiple Shipping Confirmation Emails: Each package dispatched will have its own shipping confirmation email and a unique tracking number.
• Notes on Your Order Confirmation: Sometimes, your initial order confirmation or a follow-up email will indicate if your order will be shipped in parts.

If you have any concerns about whether your specific order will be shipped in one or multiple packages, please feel free to contact our customer support team with your order number, and we’ll be happy to provide clarification.