Ordering and payment

Can I change or cancel my order?

You can change or cancel your order if you have not yet paid.

If you have already paid and placed your order, please call our customer service during the opening hours.

What do I do if my payment has failed?

My iDEAL payment was unsuccessful

If you paid using iDEAL but are not entirely sure whether your payment was successful, check whether we have debited money from your account:

  • If money has been debited but you have not received a confirmation from us, please wait an hour. Please contact our customer service if you have not received confirmation after an hour.
  • If nothing has been debited from your account, the payment was unsuccessful. You should place your order again.

My credit card payment has been rejected

If your credit card payment did not work, we will cancel the order. Place your order again and choose another payment method.

Where is my order?

Want to know where your order has got to? You have received an e-mail from GLS with your track & trace code. Use the track & trace link in your order confirmation to find out where your order is.

When can I expect my order?

We will ship your parcel using GLS. For all webshop orders: if they are ordered on working days before 23:59, delivery will take place within 1 to 3 working days*. We deliver from Monday to Friday.

This delivery time is an estimate. If we have sent your order, you will receive an e-mail from GLS with a track and trace code. That means that you can find out exactly where your parcel is.

* The delivery time is specified in working days; Saturdays, Sundays and public holidays do not count as working days.

What are the shipping costs?

We do not charge shipping costs in the Netherlands and Belgium. For deliveries to Germany we charge € 9.95.

What do I do if I cannot receive my order?

If you have ordered something but are not at home, GLS will leave a 'not at home message' for you. The website www.gls-info.nl allows you to easily book a new slot or choose to collect from a GLS PakketShop.

What do I do if my item or parcel is damaged?

If you discover that one or more items are damaged when you open the parcel, please contact customer service. We will then ask for photos of the parcel and the damage.