Orders and Management
No, unfortunately we cannot modify a placed order, and it is not possible to add nothing to it after placing it.
However, we can cancel your order for you (as long as it is not in process) or you can return the order after receiving it and then order the correct item yourself. The costs for a return shipment are for you. Please always contact us for the cancellation and return of items. We kindly ask you give us the reason for the return. We investigate each case to find the best solution there is.
No, unfortunately it is not possible to change an order once it has been placed, and it is not possible to add items to it after checkout.
However, we can cancel your order as long as it has not yet been processed. Alternatively, you can return the order after receiving it and then place a new order for the correct item. Return shipping costs are at your expense. Please contact us for cancellations and returns, and kindly include the reason for the return. We review each request to determine the most suitable solution.
Private Customers
Yes, you can cancel an order (partially) within 14 days of receipt, as long as the order has not yet been processed. This is free of charge. Please always contact us in writing for cancellations and returns of items.
- We only process cancellations that are submitted in writing via our customer service. You will always receive confirmation from us once we have cancelled your order.
- If you have already received part of your order but wish to cancel the entire order, you must return the received items to us at your own cost.
- A set or bundle can only be cancelled in full. If you have ordered a set or bundle and part of it has already been shipped, you must return the shipped part at your own cost. It is not possible to offset the refund of a set or bundle.
- We can only cancel complete order lines; partial order line cancellations are not possible.
Notice: Cancellations must always be made in writing within 14 days of receiving the order, via our customer service. Different conditions apply to business customers. Cancellations via PayPal are not processed; therefore, an order must always be cancelled through our customer service.
Has your order already been processed?
If your order has already been processed in our warehouse, we can no longer cancel it. In this case, please contact us in writing for a suitable solution.
Business Customers
For business purchases, i.e. purchases made by entrepreneurs, there is no right of withdrawal or statutory cooling-off period. Business customers have no legal right to return their purchase within 14 days without providing a reason and receive a full refund, including delivery costs.
Private customers
Yes. You can cancel your order in full or in part free of charge, as long as it has not yet been taken into processing by our warehouse. Only complete order lines can be cancelled.
Would you like to cancel your order or exercise your right of withdrawal? Please submit your request using our contact form. To ensure your request can be processed correctly, we are unable to process requests by telephone.
Is your order already being processed or has it already been shipped? If so, you can exercise your statutory 14-day right of withdrawal after receiving your order, provided you are a private consumer.
- After we receive your request, you will receive a confirmation by email.
- If you have already received part of your order and wish to withdraw from the entire order, you must return the items already received to us at your own expense.
- Sets and bundles can only be withdrawn in full. If part of a set or bundle has already been shipped, it must first be returned before a refund can be processed.
- It is not possible to cancel part of a single order line.
Is your order already being processed?
If your order has already been taken into processing by our warehouse, cancellation is no longer possible. After receiving your order, you may exercise your statutory right of withdrawal if you are a private consumer.
Business customers
No statutory right of withdrawal applies to business purchases. Cancellations, exchanges and returns are therefore only possible in exceptional cases. Please submit your request using our contact form. To ensure your request can be processed correctly, we are unable to process requests by telephone.
Unfortunately, it is currently not possible to change your delivery address after you have placed an order. However, with some carriers it is still possible to change the delivery address when it is already on its way, information about this can be found in the Track & Trace code you received in your shipping notification.
More information about > Shipping and collection
Want to modify your address for future orders?
You can do this easily with your account > log in now
No customer account yet? > create a customer account
Note: unfortunately, it is not (yet) possible to link a placed order to your customer account
Unfortunately, it is currently not possible to change your delivery address after placing an order. However, with some carriers it may still be possible to adjust the delivery address once the shipment is in transit. Information about this can be found in the Track & Trace code included in your shipping confirmation.
More information about Shipping and collection.
Want to modify your address for future orders?
You can easily do this via your account: Log in now.
No customer account yet? Create a customer account.
Note: it is currently not possible to link a placed order to your customer account.
If you have not received an order confirmation within 2 working days after paying your order, this probably means that the payment has not been made or has failed. In this case, please check whether money has been debited from your bank account.
Tip: did you also check your SPAM mail folder? It sometimes happens that order confirmations end up in the wrong folder.
No money has been debited from my bank account
If no money has been debited from your bank account, please place a new order and try the payment again.
Payment has been debited from my account
If money has been debited from your account, and you have not received an order confirmation within 2 working days, please contact our customer service.
If you have not received an order confirmation within 2 working days after completing your payment, this may indicate that the payment was not successful. Please check whether the amount has been debited from your bank account.
Tip: please also check your spam or junk mail folder. Order confirmations may sometimes be filtered incorrectly.
No money has been debited from my bank account
If no amount has been debited, please place a new order and attempt the payment again.
Payment has been debited from my account
If the amount has been debited and you have not received an order confirmation within 2 working days, please contact our customer service.
Do you still have questions?
Haven’t found the answer you were looking for? Please contact our customer service via the contact form or through your account.