Frequently Asked Questions
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If your order has not left us by the time we receive your message we will cancel the order and reimburse you using the same payment method you chose to pay for the order. Should the order be on its way to you the easiest method to cancel the order is to refuse delivery. This way the order will be returned to us together with a Confirmation of Delivery. After having received the returned order we will credit your account if you have already paid for the order and return any outstanding credits to you.
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Should you have already paid for the order you will be credited and refunded unless you are obligated to pay compensation.
You can find out how you can return goods in separately listed information here
Items that are in stock will almost always leave us within 24 hours of placing the order and at weekends it will be the next working day. Once we have sent out your order you will receive an email with the tracking information. From then on you can follow your order online via the link in the email or by accessing your online account.
If you ordered large items such as furniture then you will receive a delivery confirmation including a set delivery date. Furthermore, the delivery service will contact you early on to arrange a convenient delivery date with you.
- The payment method is not available for the delivery address you provided. For example if you chose an address in another country.
- The order value is too high for the desired payment method.
- The creditworthiness is not sufficient for the delivery address desired payment method (instalment purchase or purchase on account)
- The billing address has to be identical to the delivery address when using Klarna Pay over Time or Pay After Delivery
- The delivery address is a company address
A technical error occurredOn rare occasions a technical error might occur when processing payment. This can have several reasons:
It is possible that, for a brief time, the server of our payment service provider is not available. In that case you can choose a different method of payment or wait a short time and then try again.
If you pay with credit card you will be redirected to the website of your credit card provider. Here too errors can occur. Please read the error message and follow the instructions. If this does not help please contact your credit card provider.
If you still have trouble paying you can try choosing a different payment method or get in touch with our customer service.