Welcome to the Shipping FAQ! Here you will find all questions answered about the shipping of your package.
Which shipping methods do you offer?
After the shipment of your order, you will be notified with a tracking code. All main shipping companies and postal services are used for shipping your package. They can change form time to time. from
Currently, we offer the following shipping methods:
We offer several methods that are reliable and fast. Not all the methods In this list are available for every country.
Home Delivery
- Standard Delivery with Tracking
- Standard Delivery Plus with Tracking
- UK Delivery with tracking
- Non-EU Delivery with tracking
- Worldwide Shipping with tracking
- UPS Standard
- UPS Saver
- DHL (Netherlands Only)
Delivery at a shop or service point
There is no need to stay at home with this service. We will send your order to the address you select from the list. This method is not available for every country and will not be displayed if it's not available in your country.
- UPS collection point - Pick up your parcel locally
Do I receive a tracking code?
Yes, you will receive a tracking code as soon as your order is shipped. You will receive a tracking number via email from the shipping service selected.
I haven't received a tracking code.
It is possible that your order has not yet left our warehouse. We want you to know that we aim to dispatch your order within 24 hours on weekdays. If you have not received a dispatch notification, please wait a day before contacting us. First look for our email message here:
- Check your email inbox
- Check your email spam or junk folder
- Nothing there, please contact us: Submit a ticket with your order number and name if you still didn't find your tracking code.
How can I see the tracking status of my package?
To check the status of your parcel, you can visit these websites and track your parcel:
- Shipping methods with tracking: https://www.trackyourparcel.eu/
- UPS: https://www.ups.com/track
Will my package be sent discreet?
- Yes, we will package and ship your order as discreetly as possible.
- Your order is shipped in a neutral brown box and we deliver under a normal business name (not our shop name).
- No information on the outside of the box will identify the contents of your parcel.
- No promotional gifts, flyers or instructions will be added to your parcel when it's shipped outside of the Netherlands.
How much are the shipping costs ?
Shipping costs vary by country and depend on the shipping option you choose and are calculated during the ordering process.
Want to know your shipping costs?
Add products to your basket and go to the checkout page to see your shipping costs. Depending on your country, free shipping is available for orders over a certain amount. (EU only)
How long will it take to receive my order?
shipOnce payment has been completed and the money is in our accounts, we will dispatch your order within two working days, though we aim to shipo within 24 hours on weekdays. Depending on your location it will take 1-7 business days.
On rare occasions we may not have the product(s) you have ordered in stock. If this is the case, we will email you to let you know when you can expect your order to be shipped. This will never be more than two weeks after you place your order. We may offer you an alternative.
I have not received my parcel!
If the tracking says the parcel has been delivered but you do not have the parcel, try to use our Troubleshooter here before contacting our Support Team and submitting a ticket.
I want to change/update my address for shipping.
- Did you pay already? Please know that emails are answered within two business days, so the best is to call us on +31 (0) 85 301 82 58. If the order has already shipped, we can no longer change the address.
- You did not pay yet? Please submit a ticket as soon as possible. Add "ADDRESS CHANGE" in the subject to adjust the address in time. Complete the payment after receiving a confirmation from our customer support team.
I have made multiple orders. Can they be shipped together?
- You did not pay yet? Please submit a ticket as soon as possible. Add "ORDERS SHIP TOGETHER" in the subject to adjust the address in time. Please let us know all the ordernumbers you want to ship together. Complete the payment after receiving a confirmation from our customer support team.
- Did you pay already? Please know that emails are answered within two business days, so the best is to call us on +31 (0) 85 301 82 58.
Can someone else pick up my parcel from a pick up point?
UPS: Yes, in addition to their own ID, that person must also bring a copy or photo of the ID of the actual recipient so that we can check the name and details with what is on the parcel.
I cannot collect my parcel from a collection point?
time spanPlease try calling the collection point to see if they can hold your parcel for a little longer. If this is not possible, see if the shipping company can help you find a suitable solution. Please note: chances are that the collection point and the shipping company expect a package to be collected within a certain timespan. Our company does not accept responsibility for packages not collected on time from the collection point.
My package has returned to you, what should I do?
If there is an issue with your package, please contact us immediately. If you notice a delay, address error or other tracking issue, we want to help you resolve it. If you find that your package has already been returned to us and you would like to receive it, please submit a ticket so we can discuss the options available to you.
Do you ship to my country?
Unfortunately, we cannot ship to all the countries in the world. To find out if we ship to your country, please add the product(s) you wish to order to your basket and proceed to checkout. Once you have entered your country and postcode, you will see whether or not the website displays an error. Click "Get a Quote" for more information on rates and shipping options to your region.
This screencast will show you how to navigate on the website:
Are your products legal in my country?
Before placing an order, please check that you are legally able to receive the products you wish to purchase.
We recommend that you visit your government's website for more information. If you find that it is legal for you to receive the items, you can proceed and place your order.
We are not aware of the legal status of our products in many countries. For those countries where we do know, there are shipping restrictions on our website. This means that it is not possible to order the products that have shipping restrictions for those countries/regions.
These restrictions can be easily found by reading the additional information of the product(s) you are interested in. To avoid encountering the restriction message during checkout, make sure you read the additional information for the item(s) first. Please note that if your country is not on the restriction list, it does not mean that the products are legal in your country. Always check your country's laws before ordering a product.
My product is damaged upon arrival. What should I do?
It's unfortunate that there is damage. Something must've gone wrong during transportation. In this case, please make pictures of the whole box/package and the individual products and contact our support team.