Customer service

I have not received my order yet

Sorry that you have not yet received your order. If we have sent your order with track and trace, we have sent you the tracking code by email. Check the tracking code to see where your package is.

If you have not received an e-mail with a tracking code, your order has been sent by PostNL's 24-hour mail. In most cases this is delivered the next working day, but it sometimes happens that orders take longer. In that case, we ask you to wait for the mail for the coming days. If your order has not been delivered after 5 working days, please contact our customer service.

Guarantee

We believe it is important that our customers are satisfied with their purchase. The legal warranty applies to all our products. Legal warranty means that you can expect all products supplied by us to do what you can reasonably expect from them. If a product does not comply with this, you are entitled to a repair or a replacement product. Some products have a manufacturer's warranty or additional warranty. These guarantees do not affect the legal guarantee. The warranty period on all products that we sell is at least half a year. If manufacturer warranties or legal provisions prescribe this, the warranty period can be longer than 6 months. For each product on our site, under the heading specifications, it is stated how long the warranty on that product is. The warranty period starts from the moment you receive the product.

Is your product defective? Then follow the steps below to solve the problem.

Please contact our customer service.
You will receive the information you need to return the shipment to us by email or telephone.
After receiving the shipment, we will send you a confirmation of receipt and we will get to work on your complaint
After your complaint has been investigated, we propose a solution to resolve the issue.

Guarantee

We believe it is important that our customers are satisfied with their purchase. The legal warranty applies to all our products. Legal warranty means that you can expect all products supplied by us to do what you can reasonably expect from them. If a product does not comply with this, you are entitled to a repair or a replacement product. Some products have a manufacturer's warranty or additional warranty. These guarantees do not affect the legal guarantee. The warranty period on all products that we sell is at least half a year. If manufacturer warranties or legal provisions prescribe this, the warranty period can be longer than 6 months. For each product on our site, under the heading specifications, it is stated how long the warranty on that product is. The warranty period starts from the moment you receive the product.

Is your product defective? Then follow the steps below to solve the problem.

Please contact our customer service.
You will receive the information you need to return the shipment to us by email or telephone.
After receiving the shipment, we will send you a confirmation of receipt and we will get to work on your complaint
After your complaint has been investigated, we propose a solution to resolve the issue.

Resolution deadline

Our helpdesk is open on working days between 09:00 and 18:00. A solution can usually be offered immediately by telephone, and we try to respond by email within 4 hours. If the problem cannot be solved immediately, we will do our utmost to provide a solution to the problem that has arisen as soon as possible, but in any case within 72 hours (counted on working days).

Disputes Committee

If you do not agree with the solution we propose to you, it is possible to have your complaint assessed by the disputes committee. This body is independent and can make a binding decision for the conflict that has arisen. More information about this disputes committee can be found on the website of the disputes committee: http://www.sgc.nl. You can also submit your complaint to the Disputes Committee via the European ODR Platform.