2.1 How long will it take before I receive my order?
We strive to deliver your purchase as soon as possible. Our distribution center is ideally located in Mechelen (Belgium), in between the cities of Brussels and Antwerp – in the heart of Europe. Almost all orders that are placed before 10PM (CET) are sent out on the same day. If your package needs to be delivered to a destination outside of the European Union, it might take up to 2 business days before it can be shipped, as extra documentation is usually required.
Once your order is made, our logistic department will prepare it for transport. As we are working together with several transporters (including BPost, PostNL, DPD, DHL and GLS), we are always able to select the most appropriate option in function of the dimensions of your package as well as your delivery address.
As soon as the order leaves, you will automatically receive an e-mail with tracking information. In case we are not able to send you the order within the promised timeframe, you will be advised accordingly.
Delivery usually takes:
- 24hrs (1 day) within Belgium & the Netherlands
- 48hrs (2 days) within Europe
- 72hrs (3 days) outside of Europe, with the following exceptions below
- 96hrs (4 days): Angola, Antigua & Barbuda, Aruba, Bhutan, Botswana, Cape Verde, Cook Islands, Djibouti, Dominica, Ecuador, Fiji, Maldives, Mayotte, Mongolia, Papua New Guinea, Somalia, Venezuela
- 120hrs (5 days): American Samoa, Comoros, Cuba, Iraq, Kiribati, Nauru, New Caledonia, Niue, Palau, Solomon Islands, Suriname, Tonga, Tuvalu, Vanuatu
- 144hrs (6 days): Falkland Islands, Marshall Islands, Micronesia
- 192hrs (9 days): Libya
- 240hrs (10 days): North Korea
Please note that, whilst every effort is made to fulfill your delivery requirements, shipping times are estimates, delivery times cannot be guaranteed and we are not liable for a courier’s failure to deliver at the arranged time. When the package arrives at the country of destination, local postal services do no always keep us updated about the whereabouts of the parcel.
2.2 What if I am not at home?
Depending on the transporter used, your parcel will either be left at a specified secure location or it will be kept for 1-2 weeks at the postal office so you can pick it up. In the latter case, you should receive an e-mail or a note in your mailbox stating that a delivery attempt has been made.
As you will always receive the tracking information by e-mail, you should be able to trace your parcels location at all times. You can also choose to have your order sent to a pick-up point or a parcel machine.
2.3 Tracking info indicates that my order has been delivered but I did not receive anything?
Although it doesn’t happen frequently, it is of course always possible. We would like to advise you to first have a good look around, as some transporters might leave the package at a hidden location (like your garden, terrace, entrance hall or even inside a waste container). Please also check with your neighbours, as they might have kept the package awaiting your return.
If the package is still nowhere to be found, please contact us immediately so we can take appropriate action.