Frequently asked questions
Ordering, paying on delivery, waiting times, returns. If your question is not here, ask us directly.
Ordering
How do I place an order?
Fill in the short form on the product page with your name, delivery address and phone number. That is all we need. You will not be asked to create an account or to enter card details.
Why do you call me after I order?
To confirm the delivery address and the total amount before anything is dispatched. It takes under a minute and it prevents the two most common problems: a parcel sent to an incomplete address, and an order placed by mistake.
What if I miss the call?
We try again. If we cannot reach you within 48 hours the order may be cancelled automatically. Nothing has been charged at that point, so there is no consequence for you, and you are free to order again.
Can I cancel an order?
Yes. Until you receive the order confirmation, write to customer service and we will cancel it. After the parcel has shipped, use your right to return it instead, which is described in our returns policy.
Paying
Do I pay before delivery?
Not with cash on delivery, which is what most of our customers choose. You pay the courier in cash when the parcel is handed over. If you pay by card or wallet instead, the amount is taken when the order is submitted.
Is there a fee for paying on delivery?
In some countries the courier charges a small cash-on-delivery fee. When it applies, it is shown before you confirm the order, so the total you see is the total you pay.
Does the courier give change?
Often not. Please have the exact amount ready.
Which payment methods can I use?
Cash on delivery, credit and debit cards, Google Pay and Apple Pay. Availability depends on your country, and the methods you can actually use appear automatically when you order. Full details are on the payments page.
Delivery
How long does delivery take?
Delivery times shown at the time of the order are indicative. We commit to delivering without undue delay and in any case within 30 days of the order being confirmed. Deliveries are made on working days only.
How do I follow my parcel?
The order confirmation includes the tracking number where the courier provides one. Enter it on our tracking page to see where the parcel is.
What if I am not at home?
The courier holds the parcel at a depot and keeps it available for collection for up to 10 days, and sends you a link to arrange a new delivery. If it is not collected within the following 7 days, it comes back to us and the order is closed.
The packaging is damaged. What do I do?
Check it before signing. You can refuse the delivery, or sign with accepted subject to inspection written on the courier document, then tell us within 48 hours.
Returns and guarantees
How long do I have to return something?
European law gives you 14 days. We voluntarily extend that to 30 days from delivery, and we pay the return shipping ourselves.
How is the refund paid back?
To the payment method you used. If you paid cash on delivery there is nothing to credit back, so send us an IBAN in your name and we transfer the amount directly to your bank account.
Is the product under guarantee?
Yes. The legal guarantee of conformity covers defects present at delivery that appear within two years of it.
Do you send an invoice?
Yes, by email when the order is confirmed. Check your details before confirming: an invoice cannot be amended once issued.
Still stuck?
Write to us with your order number and we will sort it out. Contact customer service, seven days a week, 08:00-14:00 / 16:00-20:00.