Have you placed an order? Thank you for that! After placing an order, you will automatically receive a confirmation email. Do you have any questions about your order? Below you will find answers to the most frequently asked questions to our customer service.
Can't find the answer? Feel free to contact our customer service; we are happy to help!
Can I change or cancel my order?
After your order has been placed, we are working with everything we've got to dispatch your package as soon as possible. Therefore it is not possible to change or cancel your order after it has been placed. If you want to add an item to your order, you can do so by placing a new order.
Unwanted items can be returned to us after delivery. See the Returns page for more information.
I have entered an incorrect address. What to do?
Please contact our customer service as soon as possible. If your order hasn’t been processed yet, we’ll change the address. If an order has already been processed or shipped, we will contact DPD to ask if they can return the package to us. Unfortunately, this isn’t always possible. In that case, our customer service will discuss the situation with you in order to find an appropriate solution.
Tip: After receiving your Track & Trace code, our delivery service often offers an option to adjust the delivery location. You can find all the available options on your personal Track & Trace page provided by our delivery service.
I have a discount code, how can I redeem it?
If you have a discount code to save the day, great!
Once your order is complete, go to your shopping cart.The discount code can be entered on this page. You can find the input field at the bottom of the page. The discount will then be applied directly to your order's total price. Please note: you can only enter 1 discount code at a time.
Help, my discount code refuses to take off its Christmas hat!
We’re sorry you’re having problems with your discount code. Please check the following:
- Check that the discount code has been entered correctly.
- Verify if the discount code hasn't expired.
- Check the terms and conditions of the discount code. Some discount codes are only valid on a specific item group and / or from a minimum order value.
If, after checking the above points, the discount code still doesn't work, don't hesitate to contact our customer service for assistance.
I forgot to enter the discount code, can it be applied afterward?
Unfortunately, the discount code can only be applied in the shopping cart, so we can't apply a discount after the fact. If the code has gone into hibernation, keep an eye on our website, Facebook, and Instagram for new Christmas treats.
My order arrived damaged, what should I do?
Before your items are shipped, we check them for any damage. Did you nevertheless receive an item that is damaged or broken? In that case, we are happy to find a suitable solution for you!
Please notify us with an email to email@example.com with a clear description of the damage or defect and a clear photo of the item, on which the damage or defect is clearly visible.
As soon as we have received your email and photos, your request will be handled by our customer service. You will receive a message within a few days about the further processing of your request.
I read on the packing slip in my package that an item is not available. What to do?
Sometimes, our digital shelves empty as quickly as a snowman melts in the sun. If you read on your packing slip that an item from your order is not available, it means there is insufficient or no stock of the product. Unfortunately, our stock count is not always accurate. We will refund the purchase amount of the item that is not available as soon as possible.