It's a shame you haven't received anything from us yet. We do our best to serve everyone as best and quickly as possible. Unfortunately, things sometimes go wrong. The most common reasons can be found here:
You have placed a backorder and one of the items in your order is currently out of stock.
An expected delivery time is always mentioned on the relevant product page. Sometimes iyou might have missed this and have mistakenly ordered a product that we are temporarily unable to deliver. In this case, it is often possible to send a partial delivery. Send us a message and together we will figure out what part of your order we can ship ahead. Another option is to change your order. In each case, it is best to send us a message.
In rare cases, it may happen that our website does not yet show that our stock is depleted. The chances of this happening are relatively small, although non-zero. Please take this into account.
There is an error in your address.
- Without a correct address, it is impossible to deliver your order. As soon as our system detects an address error, you will automatically receive an e-mail. Unfortunately it sometimes happens that your mailbox is full, or our messages end up in your spambox. Please check this and change your address yourself using the link we sent you.
The track and trace page marks the parcel as "delivered" but you have not received it.
It may be that your neighbours have received your package. Please ask your neighbours to actually look inside of their letterboxes. It is our experience that even the best neighbour sometimes forgets to look and simply says that they have not received anything.
Sometimes a parcel disappears without a trace. Please contact us. Tell us your order number and any other relevant information. We will start an investigation into the missing package in cooperation with our delivery service and the postal service. Unfortunately, this may take several days. Don't worry, together we will always find a suitable solution!
You have received an empty or damaged parcel.
- That is, of course, absolutely not what is supposed to have happened. Please contact us. Tell us your order number and any other relevant information. Please also send us pictures of any damage. If possible, make sure the shipping label is clearly visible. Also take a photo of the inside of the package and of the damaged products. We will investigate this incident in cooperation with our delivery service and the postal service. Unfortunately, this may take several days. Don't worry, together we will always find a suitable solution!
You have ordered, paid, and never heard from us again.
- The most common reason is that your email address contains a spellingerror. The emails that our systems automatically send you will not arrive. Please send us a message with your correct email address and your order number.
- Sometimes our emails end up in people's spam boxes. Take a look there.
- In very rare cases, it may happen that your order is in our systems, but was never forwarded to our packing and shipping department. This can be due to power outages, bugs after software updates, human error, or server downtime. Please give us the benefit of the doubt and send us a message. We'll make sure we find a suitable solution together.