Orders for the Unites States placed before 22:30 Mon-Thur will be delivered between 6 to 10 working days. Otherwise, orders placed after this time are considered as Day -1 when calculating the expected delivery date.

Delivery times are based on orders placed between Monday and Thursday and apply to working days. Thus, an order placed on Friday week A(Day-1) to the US, for example, has an expected delivery day of Saturday week B (if you receive weekend deliveries)or Monday – FridayWeek C. Orders placed on Saturday AND Sunday before the closing times are treated as Day zero when calculating the expected delivery dates so delivery is expected the same as above,

If you've paid for Premium shipping, you're protected against lost, missing, damaged, or stolen packages worth your order.

If you have experienced any of these unfortunate events during the delivery process with our third-party carriers, we will file a claim for you so that we can quickly send you a new order or refund your money, depending on your choice.

To notify us of the required claim, click on our "Help" portal on the main page of our website and follow the instructions under "Premium Shipping Insurance" and follow the simple steps to upload your documentation.

Please read and follow the guidelines below to ensure you have the necessary information ready for the "help" portal.

1. Missing package requests  

•Wait: Customers must wait 2 days after the estimated delivery date (In Europe) and 3 days (Rest of the World) to claim a missing package.
•The tracking link will say Delivered: If the tracking link indicates that the package has been delivered, but the customer has not received it, they will have to wait 1 day before they can file a claim.
•First steps: Customers should first check with the neighbors, pickup locations, etc., before filing a claim.

2. Incorrect signature  

•Difference in signature: If the registered signature on the delivery driver's portal does not belong to the recipient and the intended recipient has not received the package, they must submit a sample of their signature as part of the claim to confirm the discrepancy.

3. Stolen Packages  

•Value threshold: For stolen packages with a value of €100 or more.
•Police Report: A police report must be filed.
•Documentation: The police report number should be included in the documentation of the claim.
•Any available photo/video evidence (e.g. security camera footage).

4. Damaged Packages 
•Photo Evidence: Customers are required to provide photo proof of the damage.
•Timing: We recommend taking photos as soon as the damage is noticed.

5. Claims Processing  

•Once you have completed the instructions from the "help" portal and submitted all the requested information and documentation, a new order will be created or your purchase will be refunded without any hassle or further obligations.

6. Required Documentation 
•Description: A detailed description of what happened.
•Commercial Invoice: A commercial invoice with prices for each item and the total included.
•Photo/video evidence: Photo and/or video of the damage or other relevant evidence (e.g. security camera footage).
•Tracking Reference Number: The tracking reference number of the return of your items (if applicable).
•Police Report Reference Number: The reference number of the police report (if applicable).

7. Timing  

• It's crucial that you file a claim through the Help portal with your evidence as soon as possible (please be aware of the above rules to account for any carrier delays). We only have 1 month from the order date to file a claim on your behalf and therefore we will NOT be able to process your claim after this date and will not be able to offer you a new order or refund.

• Adhere to the time instructions to fully utilize your Premium shipping coverage.

On the following holidays, packages are not shipped from our fulfillment center:

December 25/26 & January 1/2

When your order is received in country, with your local delivery carrier, you will receive a shipping confirmation email. The email will contain shipping details, your tracking number, and a link to track the package. If you have not received an email, please check your SPAM. If you still have not received a tracking number, please contact us via the "Help" button on the website.

It is important that you report that issue to us IMMEDIATELY. In order for us to successfully investigate with our DistributionCenteror shipping partners and replace the items, we must do within 7 days of the stated delivery date. This also applies to our customers who have purchased the Premium Shipping option, but we can act much faster to replacing your order without any 3rd party investigation delays. Please contact us via the "Help" button on the website and follow the instructions to raise a query/claim.

We offer free shipping for orders over $60.

We cannot guarantee delivery times; they are indicative and for information only.

Due to Shipping from our fulfillment center in Netherlands, we always advise giving delivery 24hrs more before reaching out to customer services allowing the local carrier to have attempted delivery (even if slightly delayed). Experience tells us any delays incurred are no more than 24hrs.