Orders

An account isn't required, but it is useful: you can find your orders and invoices and reuse your information more quickly for future orders.

After you place your order, we'll send an order confirmation to the email address you provided. This email will also include your order number. It's helpful if you contact us, so we can help you more quickly.

In your order confirmation (and in "My Account" if you have an account), you can see the status of your order. Common statuses:

Processing: We have received your order and are processing it.
Paid: The payment was successful and the order is ready for processing.
Processing: We are collecting/picking your order and preparing it for shipment.
Shipped: Your order has been handed over to the carrier.
Cancelled: The order has been stopped and (where applicable) will be refunded.
Completed: The order has been completed.

Yes, as long as your order hasn't shipped yet. Please contact us as soon as possible (via the contact page) with your order number and what you'd like to change. If the order has already shipped, we can no longer process changes or cancellations.

Consider changes such as: changing the delivery address, adding/removing an item, or changing quantities.

To keep costs low, we try to ship your order in a single shipment whenever possible. If one or more items are (temporarily) out of stock, we often wait until everything is complete.

Would you like to receive (part of) your order sooner? That's sometimes possible after consultation. Please contact us, and we'll work together to find the best option.

After completing your order, you'll automatically receive a PDF invoice by email. If you have an account, you can also find your invoices via "My Account."

For shipments requiring export or customs documentation, we will provide the documents required by customs (where applicable).

Did something go wrong? Send us your order number and (if relevant) photos via the contact page, and we'll resolve it quickly. Common situations:

An item is missing from the box: please send your order number + a photo of the contents (preferably immediately after opening).
You received the wrong product: Please send your order number + a photo of the item you received (and preferably the shipping label).
A product arrived damaged: take photos of the packaging and the product immediately and contact us.

B2B (exempt/transferred): This is possible in some cases, but it's easiest to discuss this with us. Contact us, and we'll discuss your options.

B2C outside the EU (tax-free / VAT refund): in some cases, as a consumer you may be eligible for a VAT refund when you take goods with you and export them.

We work together with vatfree.com for this.

In practice, you pay first (including VAT) and the refund follows via the tax-free procedure (e.g. at the airport), depending on the conditions and rules that apply.