We are currently experiencing high amounts of contact due to the ongoing COVID-19 situation, this means it may take us a little longer to reply than usual.
Coronavirus – Your Questions Answered Here
Will deliveries be delayed due to COVID-19? We are doing everything we can to get orders delivered as quickly and safely as possible, but due to the challenges that Covid-19 has brought to us, there may be some short delays to deliveries. We have temporarily disabled the option to have your order delivered to a drop off points as we're unable to guarantee full service for the time being, especially with the closure of many non-essential shops. We're not able to say at this time when it'll be possible to order to a collection point, but please be assured that we do aim to reopen these as soon as it's responsible and appropriate to do so.
Due to COVID-19 I want to cancel my order Our ordering system works in real time, so it isn't possible to cancel an order after it has been placed. If you would like to return your order when it arrives, you can send it back to us free of charge, just visit the Returns page for easy to follow instructions. We're also now offering an extended returns period of 60 days to make it easier and more convenient for you.
Will my delivery driver leave my parcel outside to avoid face to face contact? It's important to us that you, your order, our staff and our carriers are safe, so we'll be delivering orders in a slightly different way for a while. Our carriers are implementing a new delivery policy to ensure we're social distancing to protect everybody's safety. Your driver will be sure to not get any closer than 2 metres from you and your signature will no longer be required for the Carrier's device. It’s still very important to us that your order reaches you safely and securely, so packages will not be left outside without your knowledge or permission. You will receive more information and assistance from your driver at the time of the delivery.
I need to return my item but I'm worried it will be out of the 30 day period. Will you be extending this? To make sure that you can return your order at a time and in a way that it's safe to do so, we've extended our returns period to 60 days. You can read more about this on our returns page, which is also where you'll find any further updates on our returns policy.
E-COMMERCE CUSTOMER SERVICE
Monday - Friday: 9:00 – 17:00 CET
Tel.: 0800 909558
Online Dispute Settlement
This platform is used for the out-of-court settlement of disputes over contractual obligations arising from online sales contracts. You can access this platform via the following link: Online Dispute Settlement