Frequently asked questions

On this page, you will find answers to frequently asked questions. If your question is not listed, please feel free to contact us via our contact page. We are happy to help you.

Can I change my order after it has been placed?

This is usually possible as long as your order has not yet been processed or shipped. Please contact us as soon as possible if you wish to make any changes. We will then immediately check what is still possible.

I want to add a product to my existing order. Is that possible?

Yes, as long as your original order has not yet been processed. Please contact us and provide your order number. We will be happy to see if we can add the extra products so that everything can be sent in one shipment.

Please note that this is not always possible, for example, if an order has already been processed or if products have different delivery times.

What payment methods do you offer?

We offer various secure payment options. The available payment methods will be displayed during checkout in our webshop. The available options may vary depending on your order and delivery address.

My payment failed. What now?

If the payment was not successfully completed and you did not receive a confirmation, please first check whether the amount has actually been debited from your account.

If no amount has been debited, you can try the payment again.
If the amount has been debited but you have not received a confirmation, please contact us so we can check it.

My order status is still 'payment not received'. How can that be?

Bank transfers are not always processed immediately. Depending on the bank, it can take one or more business days for a payment to become visible. Once we have received and processed your payment, the status of your order will be automatically updated.

How do pre-orders work?

Some products can be pre-ordered before they are officially available. These products always have an expected delivery or release date stated.

If you order a pre-order along with products that are immediately available, we usually ship the order once all items are available. If you want to receive the immediately available products sooner, we recommend placing a separate order for them.

Can I track my order?

Yes. As soon as your order has been dispatched, you will receive an email with a track & trace code. This allows you to easily see where your package is and when delivery is expected.

What should I do if my order arrives damaged?

Check your order immediately upon receipt. If there is transport damage or missing products, please contact us as soon as possible. If possible, include photos so we can quickly help you with a suitable solution.