It may happen that your order takes longer to be delivered, which can be due to various factors.

We use and depend on third parties who transport and handle your order for us. Although we always do our best to provide the most accurate possible delivery window for your order, things may not always go as expected.

In some cases, a carrier may experience delays during sorting, for example, during busy periods. Sometimes the delivery driver may just miss the window to deliver your order to the mailbox. In extreme cases, strikes, weather conditions, or vehicle breakdowns can cause delivery delays.

In all cases, it is always wise not to take the expected delivery time too strictly, so you won’t be disappointed if your package arrives later than expected. Also, keep in mind that we always base the expected delivery time on business days (Monday through Friday), even though some carriers also deliver on weekends.

Investigations by Carriers

Has the tracking of your package been stuck without any updates for more than 5 business days? Then don’t hesitate to contact us, either by phone, chatbot, or contact form. Although most packages with delayed updates eventually get delivered, sometimes there might be a deeper issue that requires an investigation by the carrier. Please note that only we, as the sender, can initiate an investigation on behalf of the recipient.

This also means that if you contact the carrier yourself and they promise to start an investigation, we still need to initiate one from our side. We do not consider investigation results that we, as the webshop, did not start ourselves when making a final decision.

From the moment we start an investigation, it can take 10–14 days before the investigator can provide us with an answer. If you have received confirmation from us that we have started an investigation on your behalf, we recommend waiting for the results before contacting us again, unless you receive your package in the meantime. Sending reminders will not speed up the investigation process.

Investigation Result

If you have not received your package during the investigation period and 14 days have passed since the investigation was initiated, we will work together with the carrier to find a suitable solution for you.

If the carrier provides us with a signed delivery confirmation or other proof indicating that the package was delivered to the correct address, we will contact you again about the outcome.

Please Note:

Did you accidentally enter an incorrect or old address when placing your order and fail to change it in time? In that case, neither we nor the carrier can be held responsible. Customers are always responsible for submitting their correct address information. Although we offer customers the option to change their address (immediately after placing the order) via the chatbot, this is not a guarantee, and no rights can be derived from it.

Please note: In some cases, an investigation with the carrier is not possible. For example, if you chose "delivery with drop-off permission." By choosing this option, you, as the recipient, take full responsibility for the package, including the risk of loss. In such cases, neither we nor the carrier can offer further assistance.

Late Delivery

Was your order delivered late after the tracking finally updated? That is, of course, very unfortunate. However, it can happen that the carrier is busier than expected. Unfortunately, we cannot refund shipping costs in such cases.

Please understand that while a delayed delivery is very frustrating, we are unable to reimburse or refund the shipping fees.