Shipping & Returns

What are the shipping costs and options?

You will find shipping costs relevant to your country on product pages, and in checkout.

How long does delivery take?

Orders are usually dispatched within 3 working days of placing your order and delivered shortly after.
All orders are dispatched from our warehouse in The Netherlands unless otherwise stated. Generally, most orders are currently received within 3-7 working days.
You will receive an email with details on how to track your order.

Do I have to pay customs charges?

As a European Business, any orders delivered within the European Union are exempt from customs and import charges. 

However, if your order is being delivered outside the European Union, you may be required to pay customs and duty fees once the shipment reaches that country. 

Additional charges for customs clearance are borne by the recipient; we have no control over these charges and cannot predict what they may be. To find out whether you are likely to end up paying charges, please check your country’s customs and import policy.

What if I’ve pre-ordered an item?

If you have pre-ordered an item, the estimated dispatch date is displayed on the product page and at checkout. Your order will be shipped from us on this date.

Please note, we do not split deliveries so if you have placed an order containing an in-stock item alongside a pre-order item, your whole order will be shipped once the pre-order item is dispatched. Please order in-stock items separately if this an issue for you.

Can I track my delivery?

Once we’ve dispatched your order, you will receive an email from DPD, DHL or UPS with details on how to track your order. Should you want to make delivery changes these will need to be done via DPD, DHL or UPS as we can no longer control the delivery once it has left our warehouse.

I missed my delivery

Should you be out when your package is delivered, DPD, DHL or UPS will leave a missed delivery note and your package will be taken to your nearest DPD Pickup Parcelshop or DHL ServicePoint to collect within 7 days or your nearest UPS access point to collect within 10 business days. 

If the package is not collected in time, it will be returned to our warehouse where a refund of your purchase (minus shipping costs) will be given, subject to circumstances.

Will I be charged VAT if ordering to a non-EU address?

For orders to non-EU addresses, the products will normally be zero-rated and not subject to VAT, however, to ensure fairness for all our customers, the amount charged for your order will not change.

Can I collect my order instead of getting it delivered?

Unfortunately, you cannot choose this option currently. However, you do have the option to redirect your delivery via DPD or DHL after your order is placed. In the e-mail you receive from DPD or DHL, can opt to pick up your order from one of their service centers instead of having it delivered. You can also change the delivery date and time based on this e-mail. These options do not apply to UPS.

My order is missing/items are missing from my order

On the very rare occasion that your order has gone missing, or you are missing items from your order we will investigate this with the delivery partner to resolve it for you. To speed up this process, we request that you have your order number, shipment reference, details of any missing items and any supporting imagery ready when contacting customer service.

Returns

You may return goods without stating any reasons within 60 days from delivery. You can purchase a return label from our returns partner Rebound (check our FAQ for a list of countries where ReBound is available) or, alternatively, you can send your return using a courier of your choice. 

Returns policy 

To receive a full refund, items must be unworn and unused, with original tags and labels attached, and, as far as reasonably possible, in their original packaging. You are liable for any loss in value of the goods resulting from use beyond simply checking the features and functionality of the products. Returns will be inspected upon arrival before a refund is processed.  
A refund will be made within 14 days of the arrival of the goods at our warehouse using the same payment method as the original transaction unless otherwise agreed. If you only return part of your order, the original delivery costs will not be refunded. 
If you return your order via your own courier, please notify us in advance. Ensure that you have a tracking number and a ‘Proof of Delivery’ document clearly showing our warehouse address as the destination. We take no responsibility if your return gets damaged or lost in transit.  
Non-EU customers may be subject to additional charges and duties when returning the items to our warehouse in the Netherlands. In which case any extra duties and charges will be borne by you. Please check with your courier for a list of associated charges. 

Damages or faults upon receival 
Your statutory rights regarding faulty or defective products remain unaffected by this return policy. To report a faulty item please contact our customer service team, providing photographic evidence of the issue. Please ensure the item is documented with the original tags still attached. If the fault is confirmed, a free return label (or similar solution) will be provided