Do you have a tracking number?
Enter your tracking number here. This allows you to track the current status of your shipment.
We always aim to deliver your order the next day, provided that the order is placed before 8:00 PM. You will receive an email with a tracking number as soon as your order leaves our warehouse.
Changing the delivery time
Does the scheduled delivery time not suit you? Or would you rather collect your package from a PostNL or DHL service point? Depending on the carrier, you can change the delivery time or delivery location once your package has been received by the carrier. You can easily do this via the PostNL or DHL tracking service or through the corresponding app.
Nobody home when your package is delivered
Nobody home when your package is being delivered? Depending on the carrier, your package may be delivered to a neighbor, left in a safe place, or taken to a PostNL or DHL service point. You can use the tracking number to see where your package was delivered or where you can collect it. You will usually also receive an email or notification from the carrier with information about the delivery.
How long your package is kept at a service point depends on the carrier. Therefore, please check the information in the PostNL or DHL tracking service.
For more information, visit the PostNL website oder der DHL website.
The delivery time you indicated has passed. What now?
Your order may have been delayed, or the delivery driver's schedule may have run behind. In case of a delay, first contact the carrier delivering your package: PostNL or DHL. Check the latest information in your tracking service.
Do you still need help? We are happy to look into this for you. Contact our customer service via the “Submit a request” button. You must notify us within 3 weeks from the date of shipment. After these 3 weeks, we can no longer open an investigation with the carrier.
Have you not received a tracking number and no notification that your order has been shipped?
It may be that you ordered products that are out of stock or that you ordered quantities exceeding the available stock. This would have been indicated in your shopping cart. Has the stated delivery time now passed? Then contact our customer service via the “Submit a request” button.
The status of my package says “delivered”, but I have not received anything
- Always wait 2 business days after the status has been updated, and then contact us via the “Submit a request” button.
- In the meantime, check with a few neighbors and, if you live in an apartment building, check whether the package was left in the communal entrance area.
- Check whether you have received a message from PostNL or DHL by email, SMS, or through the relevant app.
- Also check whether the delivery address shown in the tracking information matches your address.
Have you checked all of this and the package is still missing? Then please contact us.
We will then start an investigation with the relevant carrier (PostNL or DHL) to request the delivery details and, if available, the GPS location of the shipment. This concerns the location where the delivery driver scanned the package before it was delivered to your door or to the location you specified.
We usually receive a response from the carrier within a few business days. We therefore ask you to be patient while the investigation is ongoing.
During the investigation, the carrier will check the available information, including the delivery details and package scans. If necessary, they will also contact the delivery driver and distribution center to verify that all procedures were followed correctly.
The investigation will be considered complete once all available information has been collected and reviewed.
Do you still have doubts about the outcome? Our customer service representatives can advise you on any further steps you may be able to take.