Delivery, collection points and uncollected parcels
Your parcel has gone to a collection point. What now?
If your parcel could not be delivered, it waits for you for seven days at a collection point nearby. You get no separate notification about that, so keep an eye on your track and trace code.
If you do not collect it, it comes back to us and we charge €9.95. If it was down to the carrier and not to you, you pay nothing.
When is your order sent out?
| Type of parcel | Latest order time |
|---|---|
| Letterbox parcel | Ordered before 21:00, sent out the same working day |
| Standard parcel | Ordered before 23:30, sent out the same working day |
| After 23:30 | Processed the next working day. After 23:30 on a Friday or at the weekend: sent out on Monday |
As a rule your order is with you within 1 to 3 working days. We do depend on the delivery service for that, so we cannot give you a hard guarantee on those days.
Following your parcel
After you order, you automatically get a confirmation by email. As soon as your parcel is ready to be sent out, you get a second email with a tracking code. That is how you follow its status and see the expected delivery date.
Worth knowing: if your parcel goes to a collection point, you get no separate notification about it. You only see it through the tracking code. So check it now and then and you will not miss it.
If delivery does not work out
Seven days at a collection point
If your parcel cannot be delivered to your address, it goes to a collection point nearby. It waits there for seven days, so you can pick it up whenever it suits you. If you would rather choose a collection point yourself beforehand, you arrange that in the carrier's app; we cannot set that up for you from our side.
After that it comes back to us
If it is not collected, it automatically goes back. That journey follows a different procedure from an ordinary return and can take a few days longer.
We process it as a return
As soon as the parcel is back with us, you get a confirmation by email. If you still want the products, you simply order them again in the shop.
What an uncollected parcel costs
€9.95. That amount is made up of the actual postage, the surcharge for an undeliverable return that we pay the carrier for the extra work, and a small charge for the administration.
We charge it in two situations: your parcel waited a week at the service point and was not collected, or the wrong address was given at checkout, which made delivery impossible.
Was it not down to you? If your address is right and the carrier still could not deliver, get in touch as soon as you can. We report it to our logistics partner, and then of course we do not charge the €9.95.
How to avoid trouble with your address
A few extra seconds at checkout saves you a week of waiting.
| What to check | Why |
|---|---|
| Check your address before you order | Once an order is being processed, we can no longer change anything about it. |
| Ordering to your workplace? | Put the company name in the delivery address, otherwise the driver has no idea who the parcel is for. |
| Is there an addition to your house number? | An a, b, c or a floor belongs in the address field, not in a comment. |
| Comments do not reach the label | Something like "third floor, knock on the door because the bell is broken" is sadly not something we can pass on. |
This is how an address should look:
John Doe
Stationsstraat 25
6654 CA Amsterdam
If your order is already being processed
Then there is nothing more we can change about your order from our side.
But there is good news: you can often still have your parcel sent to a collection point yourself. You arrange that in the carrier's app, the PostNL app for example. There you can usually also move the delivery day or say that a neighbour may take it in.
You do have to do that yourself, and that is not us being unhelpful: the carrier ties those choices to your own account and only offers them to the person receiving the parcel. As the sender we simply do not have that button, so we cannot switch it over on your behalf either.
So once the dispatch confirmation is in your inbox, it is worth a quick look in the app. It shows exactly which options are open for your parcel.
If the wrong address was given and the parcel was delivered there, we cannot unfortunately be held liable for that. Filling in the right address stays something only you can do.