We do not have control over customs and are, therefore, not able to be responsible for delays that may occur. Tracking information will be made available to you as soon as it is made available to us.
Approximate shipping times (does not include weekends/public holidays):
- Standard Shipping: 3-10 business days (tracking system)
- Express Shipping: 1-5 business days (tracking system, signature on delivery and warranty)
P.S: Due to COVID-19, there are extra transportation fees for some countries that may not be eligible for free shipping. You will find the shipping step in the checkout.
We currently ship worldwide to all countries except the United Kingdom. This is due to La Poste (French postal service) international shipping which doesn't allow tracking of the parcels. We hope to offer shipping options to these countries in the near future.
Please note that the Standard Shipping is without signature on delivery and warranty. It means that the parcel will be delivered to your mailbox and the non-receipt declarations are excluded from the compensation procedure (if the tracking status indicates that the parcel is delivered.) This is why you have the possibility to chose the Express Shipping which is delivered against a signature and has a warranty, which will have the effect of being able to have an appeal in the case of a dispute over delivery.
Delayed delivery occurs in very rare instances, packages may take longer than the stated expected time frame. Unfortunately, we are unable to control shipping times and any unexpected delays that may occur in-road and we seek your understanding and patience should this occur.
If you have not received your order after 30 days since your order was placed, please contact us. We will not respond to complaints regarding orders placed more than 60 days ago. International delivery is dependent not only on PostNL (Dutch postal service) but on the timeliness of your local postal service. We will then open a support ticket and investigate the location of your order. If your item is deemed lost in transit, we will resend a replacement order no earlier than 10 business days after we receive an answer to the investigation.
PROCESSING TIME VS SHIPPING TIME
Please note that processing time (5-10 business days) is different from shipping time and should be added to the total delivery time. Due to the important number of orders and the worldwide situation caused by the COVID-19, the processing time can take more than 5-10 business days to be fully processed (checked, packed, forwarded to logistics and sent forth to the post office).
After your order has been processed, your package will then be picked up by our shipping company for dispatch. An email with your online tracking information will be send to you.
CANCELLING AN ORDER
Once an order is placed, we will not be able to cancel it after 24 hours as your order might have already been processed.
Please contact us
as soon as possible if you'd like to cancel an order that you have just made.
We are not responsible for any packages returned to us as refused, unclaimed, undeliverable, or because of an incorrect or insufficient address. Thus, the return (3€ for a EU country and 5€ for a non-EU country) and reshipping costs (5€ for Standard Shipping and 15€ for Express Shipping) will be made at your own expense. If you ask a refund, return fees (3€ for a EU country and 5€ for a non-EU country) will be deducted form the order amount.
We are not responsible for lost parcels because of an incorrect or insufficient address. Please note that we only deliver to home addresses, which is meant no delivery to pickup addresses, PO box or military addresses. If during your order you wrote another address that your home one and didn't receive your parcel, we are not responsible.
In some instances, an order may be split into different packages for any of the following reasons:
- Certain items may be on backorder
- Weight restrictions for regular shipping imposed by the post office