Order Placement, Shipping and Product Returns
Order, Order Acknowledgement and Acceptance of Order
To place an order for products or services from our web shop, you can add the item(s) you wish to your shopping bag, check out (using your chosen payment method) and have your items shipped to you or to a person designated by you. Once your order is placed, we will provide you with a web shop order number.
Within a few minutes after we received your order, we’ll email you an order confirmation. With this email we confirm and accept your order. Once we have processed and shipped your order, we will send you an email with further information about the delivery (the “shipping confirmation"), a link to track your shipment and attach the invoice of the agreement with us. All that remains at that point is for us to deliver the product(s) to you, which we will do as soon as practically possible, so you can begin enjoying the amazing item(s) you purchased from our web shop.
Shipping and Delivery
We offer standard delivery. The standard delivery is free of charge for any order exceeding a certain value. For orders below this amount shipping fees will apply. The actual shipping rates and fees will be presented in your shopping bag.
Your order will be shipped once all products of your order are available for delivery. Please note that the actual delivery of your order may be affected by circumstances beyond our control once it leaves our facilities. We will, however, notify you of any significant delays, and work with you to ensure a smooth delivery.
If there are any issues with delivery, please contact us for support.
Unfortunately, we are unable to deliver to PO boxes or postal codes starting with any of the following values:
KW, PA34, PA35, PA36, PA37, PA38, PA41, PA42, PA43, PA44, PA45, PA46, PA47, PA48, PA49, PA60, PA61, PA62, PA63, PA64, PA65, PA66, PA67, PA68, PA69, PA70, PA71, PA72, PA73, PA74, PA75, PA76, PA77, PA78, PA80.
We are also not able to deliver to Gibraltar, the Channel Islands (postal codes starting with GY and JE), the Isle of Man (IM), or the Republic of Ireland.
Standard Return Policy
You have the right to cancel your order, return a product or cancel a service contract for any reason, within your statutory rights. To return a product purchased from our web shop or to cancel a service contract, please send your intent to return or cancel to us any time prior to the date 14 days after the date you, or a person indicated by you, acquired physical possession of the product(s). If you ordered multiple products in the same order, please send your intent to return to us any time prior to the date 14 days after the date you, or a person indicated by you, acquired physical possession of the last product in the order.
Return instructions for online orders
These return instructions apply to online orders only. For instructions to return a Click & Reserve order, please refer to the Click & Reserve FAQ.
1. Please provide us with your intentions to return a product or cancel an order. If you’re a registered customer, you can notify us by filling in the electronic form (“Order support" form) which can be found in the My Account section and sending it to us.
- Within the My Account section, go to the tab “Order history.”
- Click on the order with the product(s) you would like to return.
- Complete the “Order support” form at the bottom of the page and then submit it.
2. If you’re a guest customer, you can submit your intentions to return using the Contact form.
- In the Contact form, please select “Order support” as your query topic.
- Fill in your personal information, as well as the order number, product name and product serial number, and then submit the form.
3. Once you notify us of your intentions to return, you will receive the return instructions by email, approximately within 2 business days.
4. Simply return the product with the original receipt, original packaging and its included accessories to us. You must do this within 14 days after notifying your intentions to return or cancel the order.
Once you have delivered the package to a drop off location of the carrier and we have received the product(s) in our warehouse, we check this for completeness and we will provide you with a refund based on the original payment method within 14 days. If the product is damaged, we may offset the amount of your refund by the diminished value of the product.
For further information regarding Order Placement, Shipment and Returns please refer to our General Terms and Conditions of Sale of Goods Online.