Frequently Asked Questions
On this page, you'll find the most frequently asked questions and solutions. Simply start by clicking an appropriate category from below. Alternatively, you can also start by searching the FAQ. Could not find the answer you were searching for? No worries, we got you covered. Please create a new support ticket and we’ll get back to you.
help for product shipping
- What is the estimated time of arrival (ETA) of my order?
- What do these shipment details mean?
- What is the status of my order?
- Where can I find my track and trace number?
- Which countries do you ship to?
- Can I cancel my order when it's being shipped?
- Processing, Handling and Shipping
- When will my order be shipped?
- Can I pick up ordered items from your warehouse?
What is the estimated time of arrival (ETA) of my order?
The estimated time of arrival (ETA) of all orders varies. This depends on the ordered items and the availability in our own warehouse or from our suppliers. Depending on the distance from our warehouse in The Netherlands the transportation time varies. As soon as your order ships you will receive a track and trace number.
You can check the current status of your order in your order status page. Your order will have one of these statuses:Pending Order
Your order has been processed and now awaits picking. Some of your items may be coming in from one of our suppliers. We expect them soon for arrival in our warehouse.Picking Order
Our warehouse staff is picking your order. Your order will most likely will be shipped the same day.Invoiced
The final invoice has been prepared and your order has been shipped.Cancelled
Your order has been cancelled.
What do these shipment details mean?
On your order status page you’ll find an actual status of the shipment. The details you can find are:Estimated Shipping Date
Our local time for sending the parcel. Note that this is an estimate and may differ from the actual dispatch time.Dispatched / Shipping Date
Date when the parcel was sent.Shipment method
The shipping company we used to ship your order.Shipment tracking number
When the shipping company supplies a tracking ID, it is possible see the whereabouts of the parcel. The tracking ID is a unique code that identifies your parcel. Orders can be tracked after 17:00 CET on the day of dispatch.
What is the status of my order?
After you placed an order we will update your personal account with all details. All details about your order are listed on your order status page. Including the actual status of your order. When your order has the status Pending it means we are waiting for your items to arrive in our warehouse.
Which countries do you ship to?
We ship to almost every country in the world. We are continuously expanding so if your country isn't listed at the moment, please let us know where you would like us to ship to as well.Countries
Alderney, Andorra, Australia, Austria, Bahamas, Belgium, Bermuda, Bulgaria, Canada, Cayman Islands, China, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, Finland Aland Island, France, Germany, Gibraltar, Greece, Greenland, Guadeloupe, Guernsey, Herm, Hungary, Iceland, India, Ireland, Isle of Man, Italy, Japan, Jersey, Kuwait, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Montenegro, Netherlands, New Zealand, Northern Ireland, North Macedonia, Norway, Poland, Portugal, Romania, Sark, Serbia, Slovakia, Slovenia, South Africa, Spain, Sweden, Switzerland, United Kingdom (UK), United States (USA).
Processing, Handling and Shipping
- Shipping & Handling (S&H) is charged per order;
- Depending on the order volume and the country to ship to charges may vary;
- You will exactly see what charges are applied when checking out.
When will my order be shipped?
Items that are available in our warehouse will be shipped as soon as possible. It may occur your items are not in stock in our warehouse. We will order those items from our worldwide suppliers. As soon as your total order is complete at our warehouse we will ship it as one package.
When your order is complete and ready for shipment you will receive a track and trace code via e-mail. The status of your order will always be available in your personal account.
Can I pick up ordered items from your warehouse?
It's not possible to pick up ordered items from our warehouse. We don't have a front desk where we can receive you. We can only ship it to your address.