Frequently asked questions

If you haven't received anything after 3 days, we recommend checking your order's tracking information first. You can find the tracking number in the shipping confirmation email that was sent to your email address when your order was shipped. If the tracking information shows that your order is on its way but has been delayed, this may be due to factors such as carrier congestion or unforeseen circumstances.

If you cannot find tracking information or there is no update on the status of your order, please feel free to contact our customer service. We will do our best to investigate the situation and provide you with the necessary assistance to get your order to you as soon as possible. You can reach us at It contact form

When will I receive the Track & Trace?

You will receive the Track & Trace information as soon as your order has been shipped. This usually happens on the same day your order leaves our warehouse. Once your package has been handed over to our shipping partner, you will receive a shipping confirmation email, together with your unique Track & Trace code. This allows you to track the status of your package and see an estimated delivery date.

If you have not received the Track & Trace information, please check your spam folder or promotional inbox as our emails sometimes end up there. If you still have not received an email, please feel free to contact our customer service. We are happy to assist you and ensure that you receive the necessary information to track your package.

I received an item that was broken, what now?

If you have received an item that is broken, we sincerely apologize for the inconvenience and will do everything we can to resolve this as soon as possible. Please contact our customer service immediately and provide us with photos of the damaged item and packaging. This will allow us to assess the situation and find a suitable solution, such as a replacement or refund.

We strive to provide our customers with a quality shopping experience and take complaints about damaged items very seriously. Your satisfaction is our priority, and we will do everything we can to ensure you are happy with your purchase from us.

Can I cancel my order?

Yes, you can cancel your order, but this depends on the status of your order. If you wish to cancel your order, we recommend that you contact our customer service as soon as possible. If your order has not yet been shipped, we can usually cancel it for you and issue you a full refund.

However, if your order has already been shipped, cancellation is no longer possible. In that case, you can return the package according to our return policy.Once we receive the returned item, we will process the refund according to our applicable terms.

For more information about cancelling your order and our returns policy, please refer to our Terms and Conditions or contact our customer service. We are happy to help you.

Can I return my order?

Ja, you can return your order according to our return policy. If for any reason you are not satisfied with your purchase, you can return the item within a certain period of time for a refund or exchange, depending on our return policy.

Please contact our customer service to request a return and receive further instructions. Make sure the item is returned unused, in its original condition and packaging, including all tags and accessories. Once we have received and inspected the returned item, we will process the refund according to our return policy.

For more information about returning your order and our return policy, please consult our terms and conditions or contact our customer service. We are here to help you and ensure that your return process runs smoothly.

How can I pay?

We offer several secure payment methods, including:

Credit cards: We accept payments with most major credit cards, such as Visa, Mastercard, American Express, etc.
iDEAL: If you are in the Netherlands, you can use iDEAL, a popular payment method that allows direct bank transfers from your bank account.
PayPal: You can also pay via PayPal, a secure online payment service that allows you to pay with your PayPal balance, bank account or credit card without sharing your financial information.
Bank transfer: We also accept payments via bank transfer. You will receive instructions on how to complete the payment after you have placed your order.
Klarna: You can easily pay afterwards with Klarna.

We want to emphasize that your payment details are safe with us. We use advanced security technologies to ensure that your transactions are processed safely.

If you have any questions about our payment methods or if you have specific requirements, please feel free to contact our customer service. We will be happy to help you.

How do gift cards work?

Our gift vouchers are a great way to surprise your loved ones with the freedom to choose from our range. They are easy to use and offer a flexible way to give gifts.

Here's how our gift cards work:

Purchase: You can purchase a gift card via our website or in our physical store. You choose the desired amount for the gift card and pay as you normally would when making a purchase.
Reception: Once the purchase is complete, you will receive the gift card by email. The gift card contains a unique code that can be redeemed during checkout.
Exchange: The person you want to give the gift card to can easily redeem it during checkout on our website or in our store. They enter the unique code during the checkout process, and the corresponding amount will be automatically deducted from their total purchase amount.
Usage: Our gift cards have no expiration date, giving the recipient plenty of time to choose something they really like. They can use the gift card for a single purchase or multiple purchases until the credit is used up.

If you have any questions about our gift cards or need help redeeming them, please feel free to contact our customer service. We are happy to help you!

What to do if an item is sold out?

If an item is sold out, we apologize for the inconvenience. In such cases, there are a few options available:

Waiting list or notification: You can choose to be placed on a waiting list or receive a notification when the item is back in stock. This way you can act quickly when the item is available again.
Alternatives: We can also recommend alternative products that are similar to the sold out item. This can help you find a suitable product that meets your needs.
Pre-order: In some cases we offer the possibility to pre-order the item, whereby the item will be automatically shipped as soon as it is back in stock.
Customer Service: You can also contact our customer service for further assistance. We can provide you with more information about the expected stock date or help you find a suitable solution.

We strive to replenish our stock as quickly as possible and provide you with an excellent shopping experience.

Do you have a physical store?

Yes, we have a physical store/showroom! On April 1st, 2023, we opened our own store/showroom, where you can view and experience our products in person. Our showroom is the perfect place to admire our collection up close and get inspiration for your home decoration.

The Showroom is open on Saturdays from 11:00 - 15:00.
If Saturday doesn't work for you, send us a message so we can make an appointment for another time.

You are most welcome to visit us at face slap 295 Bilthoven, where we are here to help and advise you in finding the perfect items for your home. Whether you are looking for a specific item or just want to get some inspiration, we look forward to welcoming you to our showroom.

If you have any questions about our opening hours, location or availability of specific products in the showroom, please do not hesitate to contact to contact us.We are happy to help you and look forward to welcoming you to our store!

Can I still change my order?

If you wish to change your order, we recommend that you contact our customer service as soon as possible. Depending on the status of your order and the nature of the change you wish to make, we may attempt to accommodate your request.

If your order has not yet been processed and shipped, we can make changes, such as adding or removing items, changing the shipping address, or changing the payment method.

However, if your order has already been shipped, we may not be able to make the changes. In that case, you can choose to return the item according to our returns policy after you receive it, or you can contact our customer service for further assistance.

We strive to provide excellent customer service and will do our best to assist you with your change request. Please feel free to contact us contact with us and we will do our best to meet your needs.

How do I place an order?

To place an order, simply follow these steps:

Product selection: Browse our website and select the products you want to order by clicking the "Add to Cart" button. You can select the desired quantity and any variants before adding the product.
Shopping cart: Once you have added all the products you want to your cart, click the cart button, usually located in the top right corner of the page, to go to your cart.
Check and adjust: In your shopping cart you can check your order, adjust quantities or remove products if necessary.
To settle: Click on the "Checkout" button to go to the checkout page. Here you will be asked to enter your shipping information.
Payment Method: Choose your preferred payment method from the available options and follow the instructions to complete the payment. Make sure you enter all the required information correctly.
Place an order: Double check your order, shipping address and payment information to make sure everything is correct. Then click the "Place Order" button to finalize your order.
Confirmation: Once your order has been placed, you will receive an email confirmation with all the details of your order, including a summary of the products purchased and the estimated delivery date.

If you have any questions or need assistance during the ordering process, please do not hesitate to contact our customer service. We are here to help you and make your shopping experience as smooth as possible.

Has my order been received in good order?

If you have placed an order and received a confirmation, you can assume that your order has been received in good order.After placing your order, you will normally receive an order confirmation email within a few minutes. This email will contain all the details of your order, including the products purchased, the total amount and the shipping address.

If you have not received an order confirmation or if you are concerned about the status of your order, please feel free to contact our customer serviceWe are happy to help you and ensure that everything is in order with your order.

Is it possible to pick up my order?

Yes, it is possible to pick up your order. During checkout you have the option to choose between shipping and pick-up. If you choose to pick up your order, we will contact you after placing the order to arrange a date and time for you to pick up the order. This way you can pick up the order at a time that suits you. If you have any questions about picking up your order, please feel free to contact our customer service. We are happy to help you.

Do you have a complaint?

If you have a complaint about a product, our service or any other aspect of your experience with us, we want to know about it and we will do everything we can to resolve the problem. Please contact our customer service and provide a detailed description of your complaint. We will take your complaint seriously and will strive to find a suitable solution. Your feedback is valuable to us and helps us to improve our services. Thank you for your understanding and cooperation.