HELP / frequently asked questions
Here are some frequently asked questions. Should you have any other question about a topic that is not listed below,
What payment methods do you accept?
The easiest and fastest way to pay is by credit card. We accept Visa, MasterCard, American Express and Paypal.
Over betalen met iDEAL (iDEAL is for Dutch payments only, therefore explained in Dutch)
iDEAL is gebaseerd op internetbankieren. Dit betekent dat u kunt afrekenen in uw vertrouwde betaalomgeving, op basis van de specifieke beveiligingsmethodes van uw bank. U gebruikt bij de betaling dezelfde hulpmiddelen als bij een betaling via internetbankieren (bijvoorbeeld Random Reader bij Rabobank, SMS-Tan bij ING, en e.dentifier bij ABN AMRO). De betaling wordt direct ten laste van de betaalrekening uitgevoerd. In dat opzicht lijkt het op een pin-betaling.
Hoe werkt iDEAL?
Als u beschikt over internetbankieren bij één van de deelnemende banken, kunt u met iDEAL betalen. U hoeft zich hiervoor niet apart aan te melden. Heeft u dit niet, vraag dit dan aan bij een van de deelnemende banken.
Zijn er kosten verbonden aan het betalen met iDEAL?
Ik heb een betaling gedaan, hoe weet ik zeker dat ik heb betaald?
Kan ik een iDEAL betaling terugdraaien?
Is betalen met iDEAL hetzelfde als Rabo Direct Betalen?
I never received my order, what should I do?
In rare cases, packages can get lost in the mail. Never fear, if your package is really lost, we will replace it for you at no charge. However, if the tracking number indicates that your package has been delivered to you, we cannot be held responsible for a package that is claimed to have never been received.
Can I return or exchange something I ordered?
Yes, If you are not happy with the product you can send it back within 7 days after reception of the good(s).
Products must be returned in unworn, unwashed and undamaged condition in the same packaging as received.
Please fill in this return & exchange form within 7 days after receiving the good(s) and wait for instructions via e-mail. After receiving the instructions you have to return the goods within 2 days.
You can send back your returns using the Mail or UPS. If you choose to use an untrackable shipping method, we cannot be held responsible for packages lost in the transport.
When a product shows factory defects or if we shipped the wrong color or size or any other fault on our part we will pay for the transport costs in the form of a refund. In all other cases you will have to pay for the transport costs of the returned good(s).
If applicable a refund or credit to your account will be issued within 30 days. In case of an exchange and the desired product is not available you will receive a credit memo which has to be redeemed within 3 months.
How long will it take for my package arrive?
This depends on your location. For an indication of shipping times check this sheet.
How much does shipping cost?
Check our shipping overview for details.
Do you accept international orders?
Yes, you can find all countries we currently ship to here. Some countries are still too expensive to ship the goods in a safe way. We are trying to add new countries to our list and find affordable ways of transport.
Please remember that international orders are sometimes subject to being charged customs fees by the destination country's government. We have no control over how much you are charged for customs. Please understand that we cannot be held responsible for any additional charges the destination country imposes on you. Within Europe you won't find this problem.
Do you sell at wholesale prices to retail stores?
Yes, we do. If you are a retailer and want to order from stock or join our pre-order program, please contact us.
What are eurorocks?
With each order you earn eurorocks. Example: when you purchase for 10 then you earn 1 eurorock which stands for 1 euro. You can use these eurorocks as a discount with one of your next orders. You can see how many eurorocks you earned via your account.