Frequently asked questions

Frequently Asked Questions

Below you will find the most common questions (and their answers) that you can use for the FAQ page of your online store. Feel free to use these questions as a template or inspiration for your own webshop.

Order & Delivery

Question: When can I expect my order?

Answer: The average delivery time is 5 to 10 days. Our products are shipped directly from the supplier to your address.
Thanks to this business model, we significantly save on storage and transportation costs, allowing us to offer products at a lower price than the competition and cover the shipping costs ourselves.

Question: The estimated delivery time has passed. Where is my order?

Answer: In 99% of cases, orders are delivered within the estimated timeframe. However, it may happen that an order is delayed during the shipping process.
You can check the status of your order through the following link:
LINK TO THE TRACK & TRACE PAGE
Haven’t received anything 3 days after the estimated delivery date? Please contact us.

Question: Some products are missing from my order. How is that possible?

Answer: We work with several suppliers, which means items may be shipped separately.
If items from your order are missing, you will usually receive them 2–3 days later.
Our apologies for the inconvenience.

Question: What are the shipping costs?

Answer: We cover the shipping costs of your order.*

Exchanges & Returns

Question: I’m not satisfied with my order. Can I return it?

Answer: Yes. You can return any order within 30 days, without having to provide any reason.

Question: I want to return an item. What do I need to do?

Answer: If you're not satisfied with your order, you can exchange or return it within 30 days from the date of receipt.
Products must be returned in their original condition, with all tags and seals intact. Items must not show signs of use.

Every return must be shipped with a Track & Trace code. The sender is always responsible for the shipment.

Once we have received the returned items, we will ensure the purchase amount is refunded to your account within 14 days.

Click here to download the return form <<

You can upload the return form as a PDF in Shopify. Here’s how:

  1. Go to Shopify

  2. Click Settings (bottom left)

  3. Go to Files

  4. Upload the file (Upload file)

After uploading, you will see where you can copy the link.

Track & Trace

Question: Where can I find my Track & Trace code?

Answer: On this page LINK TO “TRACK YOUR ORDER”, you can enter your email address and order number to follow your package.

Question: The Track & Trace code doesn’t show any information. Why?

Answer: Track & Trace information becomes available once your package has reached the courier service. Please note that there may be a short delay before tracking data appears.