Here you'll find the answers to all your questions about placing, changing or canceling an order.
Where can I find my order number?
A few minutes after we receive your order, we’ll send you a confirmation email that includes your order number. If you can’t find your confirmation email, check your spam folder. If you are using Gmail, check the promotions folder. If you recently made your purchase, be aware that it may take up to five minutes to process your order before you get your confirmation email. If there’s a spelling mistake in the email address you submitted, we will not be able to send you an email. But don’t worry, your order will still be processed as normal.
How do I change or cancel my order?
Please contact our customer service so that we can assist you.
Can my delivery and billing address be different?
Yes, your delivery address can be different from your billing address as long as both addresses are in the same country. All you need to do is click on the box that says 'Send to a different address’ and then you can enter in your correct billing details.
How do I know if my order is processed?
You will receive an order confirmation email when your order has been placed successfully. Once you receive the shipment email your order has been processed successfully.
Why is my online order cancelled?
This can have a few reasons:
- You notified us that you want to cancel the order.
- You (accidentally) entered the same order twice.
- The products you ordered can unfortunately not be delivered (in time).
- Your payment was not received by us in time.
How do I manage the content of my shopping bag?
Go to the shopping bag icon at the top right corner of any page. From there you can manage the content of your shopping bag.
- To change the quantity of a product, click the product quantity box and select the number you want to order.
- To delete a product, click on the cross after the specific product.
- To place an article on your wish list, click on the heart after the specific product.
What emails will I receive regarding my order?
Typically, you’ll receive the following emails in regards to your order:
- Order confirmation email to acknowledge we have successfully received your order.
- Shipping email containing your Track & Trace code.
In the case of a return, the following emails will be sent for your assurance:
- Confirmation email once we have received your return at our warehouse and the refund has been authorised.
Upon cancelling your order, we’ll send you a cancellation confirmation email to confirm your order has been cancelled.