FAQ

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FAQ

Here you can find answers to common questions. If you don’t find an answer, feel free to contact us via our website.

What is your delivery time?
Orders placed on weekdays are usually shipped the same day. Orders placed later are shipped the next business day. During busy periods, expect additional delivery time. We always send a tracking number when your package is dispatched. For certain items, there may be an additional delivery time.

Do you have Click & Collect?
Yes, you can pick up your order yourself. Place the order online and choose Click & Collect. You will receive a notification when the order is ready. Some orders may be placed in a parcel box – you will receive a code and barcode to open it.

Can I have a gift sent directly to the recipient?
Yes, we send gifts directly to the recipient daily. Choose the desired delivery address. We offer gift wrapping. You can also order a personal message on a card. We do not include the invoice when a personal message is ordered.

Do you offer gift wrapping?
Yes, we offer professional gift wrapping. Some items (like furniture) may not be wrapped due to size and weight.

How long do I have to return?
We offer a return/exchange policy. If you order a gift well in advance, you can note the gift date in the comment field, and the return policy will apply from that date. Read more about how to return on our website.

How do I exchange an item I bought myself?
We do not offer direct exchanges. If you want a different item, order it separately. Then return the original item following our return process.

How do I exchange a gift I received?
We do not offer direct exchanges. If you want a different item, order it separately, then return the gift. The refund for the gift will be issued via your own order. If you do not want another item, you can receive store credit or a refund to the purchaser’s payment method.

I have not received an order confirmation?
The confirmation is sent automatically after your order. If you use certain email providers, check your spam/junk folder. If found there, add our email address to your contacts to ensure future delivery.

How do I get a discount with a membership program?
Members of certain programs can get a discount. Retrieve a discount code from the program’s site and enter it at checkout.

Can I save my shopping cart and make additional purchases later?
No, items are only reserved when you proceed to checkout and pay.

I placed an order but forgot an item. Can you add it to my order?
Contact customer service through our website, and we will check how far your order has progressed.

Can I have multiple orders sent together to save on shipping?
Unfortunately, it is not possible to combine two orders.

Can I pre-order or reserve an out-of-stock item?
We are unable to offer pre-orders or reservations for out-of-stock items.

I received a defective item. What should I do?
Please take pictures of the defect/damage and any damaged packaging, then file a complaint via our returns portal (link on our website).

Can I return items myself at your warehouse?
Yes, you are welcome to return directly at our warehouse. For exchanges, order the new items online with Click & Collect. When ready, bring the returned item with the completed return form. The amount for the new order will be charged, and the refund for the returned item will be processed after receipt.

Do you have a physical store where I can see and buy items?
We do not have a physical store, but we offer Click & Collect for pickup.

Why am I being asked for additional verification?
Additional security for card payments online has been introduced to reduce fraud. Purchases must be approved with an extra security factor. We recommend using the digital verification method provided by your bank.

Ordering from an institution/municipality
Place the order as usual, enter the institution’s identification number when filling out customer information, and choose the invoice option. The email address entered must be the institution’s email address. You will receive an electronic invoice.

How do I pay with a gift card?
Enter the gift card code in the “GIFT CARD” field at the payment page. The amount will be deducted automatically.

Purchasing from a non-EU country
The system may include VAT. This amount will be refunded after the order is dispatched. You are responsible for any customs and VAT when picking up the package. The website has no involvement in this. Payment occurs via a secure, encrypted connection.

If you did not find an answer, feel free to contact us through our website.

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