Customer Support
Search our Customer Support FAQ's
General FAQ
I don't speak English, can you still help me?
We have an international team here to support you, with native speakers in English and Dutch. For clients writing in other languages, we use Google Translate and we will do our very best so we can understand each other.
I have a question about a specific product.
On every product page we have a questions section. If you do not see an answer for your question, simply click the "ask a question" button and submit your question directly from the product page. Tick the box if you wish to receive the answer...
I have a question about my order or delivery.
If you placed an order using your Customer account:
Log in to your customer account and submit a new Support Ticket with your query, OR
Reply to the Order Confirmation email that we sent to you, be sure to add your query, OR...
Website Problems?
Help! The website is not working! How do I clear my browser cookies?
Do you experience problems on our website? Is something not working? It is likely that your browser cookies are out of date.
How to fix this?
Please clear your browser cookies - if this does not work for you, please try using ...
What should I do if I'm having trouble placing an order?
If you require assistance with you order or payment we are here to help!
First steps: we always recommend you clear your browser cookies, then close your browser and try again (this works 99% of the time!)
Please see our FAQ...
Your Account and Privacy
How do I create an account?
Creating an account is simple and free!
Click on ‘My account’ on the top right part of the webshop menu.
Under ‘New customers’ you can find the ‘Create an account’ button.
Fill in your details and you are ready to go shopping!
...
How do I reset my password?
Reseting your password is easy.
Click on ‘My account’ on the top right part of the webshop menu.
Under ‘Already have an account?’ you can click the ‘Reset Password’ button.
Follow the instructions and the next steps will be sent...
How do I delete my account?
Please submit a support ticket or email us with your request.
Your customer account and personal details will be permanently deleted from our systems in compliance with (EU) GDPR guidelines.
Please see our Privacy FAQ category for ...
Do I need an account to order online? What are the benefits?
A customer account is recommended, not required.
A customer account is free and offers you many benefits, including easy management of your orders, returns, wishlists, newsletters, support requests, access to our affiliate program, ...
Shopping Online
How do I place an order online?
A Customer Account is Recommended, Not Required.
Shopping online is fast and easy.
Even better, with a free customer account you can easily manage all of your orders, shipping queries, product returns, faster checkout and all of your...
How do I check my order status?
If you placed an order using your Customer account:
Log in to your customer account and click on My Orders to view the status of your order(s), or
Reply to the Order Confirmation email that we sent to you - adding your query...
Help! The website is not working! How do I clear my browser cookies?
Do you experience problems on our website? Is something not working? It is likely that your browser cookies are out of date.
How to fix this?
Please clear your browser cookies - if this does not work for you, please try using ...
What should I do if I'm having trouble placing an order?
If you require assistance with you order or payment we are here to help!
First steps: we always recommend you clear your browser cookies, then close your browser and try again (this works 99% of the time!)
Please see our FAQ...
Why is my order not in my customer account?
You placed the order as a Guest.
When you placed your order, you were not logged in to your customer account.
Can this be fixed?
No, and... no problem!
We cannot link an order to a customer account after the order...
Product Sizing Tips
Payment Options
Which cards do you accept?
At our webshop you can pay by Master Card, Visa, Maestro, PayPal, bank deposit, and many other country specific payment methods, such as iDeal, Sofort, Giropay, Multibanco, etc.
What currencies can I use to pay for my order?
All transactions on our webshop are made in €EURO.
Your payment provider (your bank, PayPal, etc) will convert this amount to your local currency (eg: USD, GBP, etc) at the time of the transaction, this calculation will appear on your (bank) statement...
How do I use my coupon code?
You must add your coupon code to your shopping cart before you complete the checkout.
Please note that a coupon can only used once. You can only use one coupon per order.
How can I get a discount coupon?
Subscriber Benefits
Our newsletter Subscribers receive regular updates with news and information about our fantastic products and promotional offers.
Register now to receive a welcome gift from us, regular discount coupons and offers.. and a Birthday...
VAT and Taxes
Shipping and Delivery
Free EU Shipping Terms and Conditions
From time to time, we offer FREE Standard Shipping to our customers in the European Union (subject to minimum cart values).
Where available, simply select FREE SHIPPING during checkout (no coupon required).
Your parcel will be sent via standard shipping...
Can I request a specific delivery date?
We can arrange that your parcel leaves our warehouse on a specific date.
To request a delayed shipment, please add a comment to your order before making payment, or contact us with your request.
We cannot arrange delivery on a specific date (this depends...
Returns and Refunds
What is your returns and refund policy?
45 Day No Hassle Returns
Our online customers benefit from a 45 Day No Hassle Returns, Refunds and Exchanges Policy.
Special conditions apply to good(s) being returned from outside the EU.
Here is an overview of how you can return your good(s) to ...
Why can't I request a RMA?
If you run into problems when requesting your RMA, we have a few tips that will help you!
If you are a registered customer but you do not see the order in your customer account:
You were not logged in to your account when you placed...
How do I print the shipping label for my RMA?
If you placed an order using your Customer account:
log in to your customer account and click My Returns on the menu,
click View Request,
click the Print Label button.
If you placed an order as (an unregistered) ...
I purchased online, can I return or exchange at your store?
No, this is not possible.
Online purchases can only be returned via shipment to our Amsterdam warehouse.
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