What should I do if I have not received my order?

First, check the track & trace of your shipment. This will show the most up-to-date status and the next steps provided by the delivery service. In most cases, your order is still in transit or available at a service point. Check the track & trace for the latest status and next steps. Still unsure? See below what to do based on your selected delivery method.

PostNL or UPS

Check the track & trace to view the current status of your shipment.

• The delivery service will usually keep you informed about the progress
• Has your parcel been delivered to a service point? You can collect it there
• Please bring a valid form of identification when collecting your parcel

Personal delivery service

With our personal delivery service, you will not receive a track & trace. Instead, you will receive an email the evening before delivery with a 2-hour time window in which the courier will arrive. Please make sure you are available during this time window. If no one is present, the order will not be left behind and will be taken back for security reasons.

If the delivery was unsuccessful, we will be informed and will contact you to arrange a new delivery appointment.

Private courier

If the delivery attempt is unsuccessful, we are immediately informed by the courier. We will contact you to discuss the next steps.

Please note: additional charges may apply for a new delivery attempt if you are not present at the agreed time.

Pick up at our office locations by appointment

If you are unable to attend your appointment or have missed it, please contact us by phone as soon as possible and always mention your order number. Your order is transported from our vault to our office location specifically for your appointment. As we do not keep stock at our offices, your order may be returned to the vault for security reasons. This may affect the scheduling of a new pick-up appointment.