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It could be lost in your spam folder. If it is not there, you possibly received another email from us requesting some additional information or an update on the status of your order. You can also request a detailed report of your order history using the form on the contact page. If you still can’t find it, please check the questions below to determine if your issue was caused by a particular payment method.

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That means that the product went out of stock the very moment you ordered. An unfortunate coincidence. This is a rare occurrence, and we are sorry this happened to you! The good news is, you don’t have to do anything. Your product will be sent as soon as it’s restocked, usually within 48 hours.

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For security reasons, orders made via Paypal are sent directly to your Paypal email address. You will not receive the order at the email address you filled in at checkout. We do this to guarantee you have access to the email address linked to your Paypal account. This security measure prevents fraudulent transactions for the benefit of our customers. We strive to create a safer online shopping environment for you.

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It is possible to restore access to your PayPal email address by linking another address and set it as primary. We recommend that you link your standard inbox to your PayPal account to avoid this problem in the future.

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It could be that your transaction with Klarna (previously known as Sofort) wasn’t successful. If that was the case, then it was most likely automatically declined by Klarna. Your payment will be refunded automatically in 1-3 working days, depending on your bank. Please, wait one working day before attempting to order again. You can always request your order history to be sure of its status.

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Pay.nl handles payments made with Trustly. Occasionally, Trustly manually reviews transactions. The verification may cause a delay in your order. Usually, the verification process takes 1-2 business days (holidays and weekends excluded) for them to approve/decline your payment.

• Approved - your order will be delivered as soon as possible.
• Denied - you will be automatically refunded.

Unfortunately, we can not speed up this process for you. The best advice is to wait 48 hours. At this time, Trustly is likely to have completed its security check.

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When paying by phone, you are required to call/text the number of our payment provider multiple times until you complete the whole payment. There is a progress bar indicating how far along you are. Please, check the status of your payment on the website of the chosen payment method provider (Daopay, Fortumo, Onebip), as you most likely haven’t finished paying the complete amount.

Never start a new order if you were already debited, but haven’t received your order yet! Please contact us directly if you want to start a new payment while waiting for your previous order.