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Customer service

Can we help you? Take a look at our answers to frequently asked questions or choose the right topic below.

When you would like to use the return slip and if you no longer have or never received this, then click here to obtain a new return slip. 

 

Please checkmark the item you wish to return and add the completed return slip to the item in the package. 

 

Preferably use the return slip provided with the item upon purchase. 

 

 

 

 

You can check our e-store to see if an item is in stock. This information is given underneath the price. If an item us temporarily sold out, this will also be clearly stated, together with the date when the product will be back in stock. 

Orders made before 13:00 on working days will be shipped the same day. DPD usually delivers products within the Netherlands the following office day. Click here to see DPD delivery times to all the countries in the European Union (the country of dispatch is the Netherlands).

Orders for addresses outside of the European Union and the Canary Islands are send through PostNL, click here to see the estimated delivery times. 

Deliveries outside of the European Union have a higher chance to be delayed, because of the greater distances involved in these shipments. These delivery times are estimates only, the actual time it takes to deliver a shipment may diviate from these estimates. 
 

Upon receipt of your order, you have the right to cancel the purchase within 14 days without reason and to return your order. You can use the standard cancellation form (PDF) you have received with your order confirmation or the return slip you have received with your order, but this is not obligatory. In case you will use the return slip, please follow the return instructions and then don't forget to pack the return slip with the products you want to return. If you have ordered multiple items in a single order, the 14-day period begins after you receive the last item.

 

After notification of your return you have another 14 days to send your order back to us. 

 

We would like to ask your attention for the following:

 

1. The item you want to return must arrive at our company visibly unused and undamaged.

2. A transparent protective film is applied to some of our suitcases. We kindly request you to not partially or completely remove this film unless you are sure you want to keep the suitcase. 

3. Preferably return the product in its original packaging and always send a suitcase in a sturdy box. 

 

You are only liable for decrease in value of the products that is the consequence of the use of the products, more than to establish the nature, characteristics and function of the products. 

 

No longer have or did not receive a return slip? Then click here.

 

 

 

 

 

Depending on the product and model purchased, all our products are supplied with a 12-month, 2-year or 5-year warranty. This covers improper material and production defects (as the phrase goes). If this is the case, we will repair or replace your item free of charge. We decide this at our discretion. In addition, if we no longer stock the item or model, we will replace it with an item or model of similar value.

Shipping & Delivery

Orders made before 13:00 on working days will be shipped the same day. DPD usually delivers products within the Netherlands the following office day. Click here to see DPD delivery times to all the countries in the European Union (the country of dispatch is the Netherlands).

Orders for addresses outside of the European Union and the Canary Islands are send through PostNL, click here to see the estimated delivery times. 

Deliveries outside of the European Union have a higher chance to be delayed, because of the greater distances involved in these shipments. These delivery times are estimates only, the actual time it takes to deliver a shipment may diviate from these estimates. 
 

No, that is unfortunately not possible.

Yes you can, but please indicate this when making your order. When completing the shipping address and your preferred delivery method, select the option ‘DPD Parcel Shop’. There are almost 750 parcel shops in the Netherlands to choose from.

No, unfortunately this is not possible. We can only deliver your order to a physical residence or work address. Deliveries to work addresses can only be made on office days, while deliveries to residential addresses can only be made on office days and Saturdays.

After you place your order, you will receive an order confirmation by email. If you ordered before 13:00, we will send your order the same day. You will receive a shipping confirmation with a track & trace code that will allow you to track the shipment. This only becomes active after midnight, when all the packages have been scanned at the sorting center.

The track & trace code you receive from us will only work the next morning. If your package has not been through the sorting center, there will be no information available. You will only see when your order will be delivered after it has been scanned and prepared for dispatch.

The PostNL Track & Trace Code that you’ll receive from us will (only) be valid once your parcel arrives at the designated country. Until then, your track & trace code will send you an error notification.

If you would like to know when your parcel is expected to arrive in the country of destination? Click here

In the Netherlands and the rest of the EU, your order will be shipped by DPD Pakketservice. This company delivers between 09:00 and 17:00 on office days. It also delivers to residential addresses on Saturdays. You can request this in your order.

Yes, your order will be sent with DPD Predict. After we have transferred your order to DPD, you will receive an email or text message stating that your order will be delivered the next day. On the delivery day itself, you will receive a message with the delivery time, so you do not have to stay at home all day. The live tracking system on your smartphone can also see precisely where your package is at any given time.

Yes, your order will be sent with DPD Predict. After we have transferred your order to DPD, you will receive an email or text message from this company stating that your order will be delivered the next day. You can then change the delivery address and/or delivery date. On the delivery day itself, you will receive a message with the delivery time.

Shipping costs depend on the size and weight of the shipment, and the final destination. When ordering in the e-store, you can see the exact shipping costs for your order. Here is an overview of shipping costs to the most common countries. Orders over € 50 are shipped free of charge to the Netherlands, United Kingdom, Belgium and Germany.

These shipping charges do only apply when ordering full prices items. Special promotions and offers may increase these indicated shipping charges.