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Delivery problems

Always know where your parcel?

After your order has been shipped, you will receive a track & trace link by email that allows you to follow your parcel. Via the delivery service’s website you can find up-to-date information about the status of your shipment. Where applicable, you may also use a delivery app to receive notifications or manage delivery preferences.

What should I do if I have not yet received my parcel?

There are a few steps you can check yourself:

  1. Check the track & trace information
    You can find the track & trace link in the shipping confirmation sent to you by email. Please check whether the expected delivery date or time window has changed.
  2. Check the delivery address
    Make sure the delivery address you entered is correct, including postcode and house number.
  3. Check your email or delivery app
    You may have received a message about a failed delivery attempt, an adjusted delivery moment, or delivery to a nearby pickup location.

Still unsure where your parcel is?

In that case, your shipment may have been delayed. If you have not received your order after 5 days, please contact us as soon as possible at [email protected]. Clearly mention your order number or invoice number so we can assist you more quickly. Please do this no later than 14 days after the original delivery date. We will be happy to look for a solution together with you.

My track & trace shows that the parcel has been delivered, but I have not received anything. How is this possible?

We’re sorry to hear that you have not yet received your parcel. You can check the following:

  1. Please wait a little longer. In some cases, a parcel is marked as delivered while the actual delivery takes place later that day.
  2. Check the track & trace information to see whether it indicates where the parcel was delivered, for example to a pickup location.
  3. Ask household members or neighbours if they may have accepted the parcel on your behalf.
  4. Have you checked all of the above and still not received your parcel? Please contact us as soon as possible at [email protected], clearly stating your order number or invoice number. Do this within 14 days after the original delivery date.

We will then initiate an investigation with the delivery service. The outcome of such an investigation may take some time. As soon as we receive an update, we will inform you immediately.

If you urgently need the products, you may choose to place a new order in the meantime. Depending on the outcome of the investigation, we will, in consultation with you, either resend the order or issue a refund.

My parcel was taken to a pickup location even though I was at home

We receive such reports regularly. Unfortunately, we are unable to determine whether someone was actually at home, whether the doorbell did not function properly, or whether something went wrong during delivery.

Please take the following into account:

  1. Your parcel can usually be collected from the pickup location within 5 days.
  2. After this period, the parcel is automatically returned to us.
  3. Unfortunately, we cannot arrange for the parcel to be delivered to your home again.
  4. We are unable to extend the pickup period.
  5. We cannot speed up the return process from the pickup location.
I was unable to collect my parcel within 5 days / my parcel has been returned

Your parcel has been returned to us because it was not collected from the pickup location within the specified time frame.

Please contact us as soon as possible at [email protected], clearly stating your order number or invoice number. Do this no later than 14 days after the original delivery date.

Once we have received the returned parcel, we will discuss with you whether the order will be reshipped or the purchase amount will be refunded.