Frequently asked questions
Find answers about shipping, returns, payments, and our production-on-demand model. For anything else, visit our contact page.
Shipping
Where do you ship?
We currently ship to countries within Europe only. We do not ship outside Europe at this time. All shipments are trackable, and you will receive tracking information by email once your order has been dispatched.
How much does shipping cost?
Shipping costs are calculated at checkout based on your destination, order value, and package volume. You will always see the exact shipping price before you complete your purchase.
Free shipping may apply to orders that meet a minimum value and volume threshold. That threshold can vary by country. We do not charge extra regional surcharges within Europe.
How long does delivery take?
We process and dispatch orders within 1–2 business days (excluding weekends and public holidays). During peak seasons, processing may take a little longer.
Once dispatched, estimated transit times by country are:
- Netherlands: 1 day
- Belgium: 1 day
- Germany: 1–2 days
- France: 1–3 days
- Denmark: 1–3 days
- Luxembourg: 1–3 days
- Spain: 2–4 days
- Italy: 2–4 days
- Austria: 2–4 days
These are estimates only. Actual delivery times depend on the carrier after dispatch. Production-on-demand items need additional production time before shipping — see the Production on demand section below.
When will I receive tracking information?
You will receive email updates about your shipment, including tracking details once your order has been dispatched. For production-on-demand orders, you will also receive a confirmation email when your items have been produced and handed to the carrier.
What if my order is lost, delayed, or arrives damaged?
Lost or delayed shipments: Contact us as soon as possible. Depending on the product, we will work with the carrier to locate the parcel or arrange a replacement or refund where appropriate.
Damaged shipments: Inspect your order on delivery and contact us immediately if anything is damaged. We will try to replace the item when damage occurred during our handling or transit. If a replacement is not possible, we will issue a refund.
Customs: Where applicable, you are responsible for any customs duties or taxes. We can provide documentation to support customs clearance.
Returns & refunds
What is your return policy?
We have a 14-day return policy. You have 14 days from receiving your item to request a return, in line with European and Dutch consumer law.
To be eligible, your item must be in the same condition you received it: unworn or unused, with tags attached, and in its original packaging. You will also need your receipt or proof of purchase.
Which items cannot be returned?
We cannot accept returns for:
- Perishable goods (such as food, flowers, or plants)
- Custom or personalised products, including production-on-demand items made specifically for you
- Auctioned items
- Personal care goods (such as beauty products)
- Hazardous materials, flammable liquids, or gases
Production-on-demand products can only be returned or exchanged when the mistake is on our side, because they are made especially for you. Contact us if you are unsure whether your item qualifies.
How do I start a return?
Contact our customer service team via the contact page with your order number and reason for the return. We will guide you through the next steps.
Send your return to the address we provide, include the correct order information, and keep proof of shipment with tracking until we confirm receipt. Returns that do not meet our eligibility criteria or arrive after the 14-day window will not be accepted.
Who pays for return shipping?
You are responsible for return shipping costs unless we sent the wrong item or your product arrived damaged due to our mistake.
We may offer a return label through your account or a return portal when available. Alternatively, you can arrange shipping yourself.
How and when will I receive my refund?
If your return is approved, we will refund your original payment method within 10 business days. Please allow additional time for your bank or card issuer to process and post the refund.
The original outbound shipping cost is non-refundable unless the return is due to our error.
EU 14-day cooling-off period
If your order is shipped within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.
The same conditions apply: the item must be unworn or unused, with tags, in original packaging, and accompanied by proof of purchase.
What if my item is defective or damaged?
Inspect your order when it arrives and contact us immediately if the item is defective, damaged, or not what you ordered. We will review the issue and work to resolve it quickly with a replacement or refund where appropriate.
Can I exchange an item?
We offer exchanges where possible and stock allows. The fastest way to get the right item is often to return the product you have and place a new order once the return is accepted.
Contact us via the contact page if you would like to exchange a product and we will help based on availability.
Payments
What payment methods do you accept?
We accept major credit and debit cards and other payment methods shown securely at checkout (such as Shop Pay, where available in your region). The exact options depend on your country and are always displayed before you complete your order.
When am I charged?
Your payment is processed when you place your order at checkout. You will receive an order confirmation by email once the payment is successful.
Is my payment information secure?
Yes. Our store is powered by Shopify, which provides a secure checkout and handles payment processing. Your card and payment details are processed according to Shopify’s security standards. We do not store your full card number on our servers.
How do refunds appear on my statement?
Approved refunds are returned to your original payment method within 10 business days. Depending on your bank or card provider, it may take additional time before the refund appears on your statement.
Production on demand
What does production on demand mean?
Production on demand (POD) means we only start making your product after you place your order. Nothing is mass-produced in advance and held in stock.
That lets us tailor items to your order and avoids keeping thousands of variants in warehouse stock. It also supports sustainability: we produce only what is needed.
How long until my order is ready and delivered?
As soon as your order is received, we start production. This typically takes 2–3 working days before your items are shipped.
After dispatch, delivery usually takes place within 5–7 working days in total from order placement, depending on your location and carrier. During busy peak periods, production or delivery may take a little longer — we will communicate that clearly on the site when it applies.
Once your custom items are ready, they are shipped directly to your delivery address. You will receive a confirmation email with tracking information.
Can I return or exchange production-on-demand items?
Because POD products are made specifically for you, they cannot be returned or exchanged unless the mistake is on our side (for example, a manufacturing defect, wrong item, or damage caused by us).
If something is wrong with your order, contact us via the contact page as soon as possible with your order number and photos where relevant.
Are production-on-demand products good quality?
We want you to be completely satisfied with your product. We use high-quality materials and the latest production technology so every item meets our standards.
POD may cost slightly more than mass-produced alternatives, but you receive something made for your order — with less waste and no unnecessary overstock.
What are the advantages and trade-offs?
Advantages: personalised production, less waste, no need to hold large inventories, and sustainable manufacturing aligned with actual demand.
Trade-offs: a short production lead time before shipping (typically 2–3 working days), stricter return rules because items are custom-made, and prices that may be higher than mass-produced goods — in exchange for a unique product made for you.