Uncollected parcels: what happens and what it costs

How delivery and collection points work

Here is how our delivery process and collection options work, so you know exactly what to expect.

Delivery information and dispatch times

Orders placed before 21:00 (letterbox parcels) and 23:30 (standard parcels) are dispatched the same working day. As a rule your order arrives within 1 to 3 working days. We do depend on outside delivery companies, though, so we cannot guarantee that.

Orders placed after 23:30 are processed the next working day. Orders that come in after 23:30 on a Friday or over the weekend go out on Monday.

The tracking code for your order

You automatically get an order confirmation by email as soon as you have ordered. Once your parcel is ready to go, you get a dispatch confirmation with a tracking code so you can follow it. Do check it now and then: it tells you the expected delivery date and any updates along the way.

What if your parcel cannot be delivered?

Sometimes a parcel cannot be delivered to the address you gave. It then goes to a collection point nearby, where it is held for you for seven days. That way you can pick it up when it suits you.

Do bear in mind that the collection point does not send a separate message. So keep an eye on the tracking code to see where your parcel is.

Uncollected parcels

If a parcel is not collected from the collection point within that time, it comes back to us automatically. That return journey costs money, and unfortunately we have to pass that on. It is how we avoid unnecessary costs and keep our prices as low as possible for everyone.

Uncollected parcel: the costs and how we handle it

Why has my parcel gone back to the sender?

- Not collected from the service point: your parcel waited for you at a service point for a week, but it was not collected in time.
- Wrong address: your parcel may also have failed to arrive because the address entered during ordering was not correct.

If you do not collect your parcel, for whatever reason, it is sent back to us after a week. Uncollected parcels follow a different route, so that return can take a few days longer than a standard one.

Once your parcel reaches us, we treat it as a return and email you to confirm we have processed it. Still want the products? Simply place a new order in our online shop.

The fee for an uncollected parcel is €9.95. It is made up of the actual delivery costs and the "undeliverable return" surcharge that the carrier charges us for the extra handling of your parcel. On top of that we charge a small amount for processing the paperwork.

If you entered the wrong address when ordering and the parcel cannot be delivered as a result, it also comes back to us. In that case we charge the same €9.95.

So do take a moment to check your address when you order. Having it delivered to your workplace? Then remember to put the company name in the delivery address. Is there an extra part to your address, such as a letter after the house number or a floor or flat number? Make sure it is clearly filled in when you order.

Notes such as "third floor, please knock because the bell does not work" sadly cannot be printed on the shipping label.

Wrong address, and changes to orders already being processed

Once an order is being processed, we can no longer change anything. The only option left is to have it delivered to a collection point, and only if the delivery company allows that change in its own app. So it is worth keeping an eye on the carrier's app for changes or other delivery options.

If a wrong address was given and the parcel was delivered there, we cannot be held responsible or liable for the failed delivery. Entering the correct address during ordering is the customer's responsibility, so please check it carefully before you place your order.

Please give your address like this:

John Doe
Stationstraat 25
6654 CA Amsterdam

Is your address correct and did the parcel fail to arrive because the carrier made a mistake? Then get in touch as soon as you can. We will raise it with our logistics partner, and if the delivery failed through no fault of your own we will of course not charge the €9.95.