Frequently Asked Questions
Frequently Asked Questions:
Payment and delivery:
We accept different payment methods in the webshop:
- Mister Cash
- credit card
- Klarna (pay afterwards)
- Bank contact
- Bank transfer
Orders are only shipped with PostNL letterbox or parcel post. After receipt of your payment, your order will be shipped within 3 to 5 working days on working days (from Monday to Friday and excluding Sundays and public holidays). We apply our shipping rule as far as possible: ordered on working days before 4 p.m., shipped the same day. If you order during the weekend (Saturday and Sunday), the order will be shipped the next working day. If you order at times when we are present at trade fairs, the shipping period indicated in the confirmation e-mail applies.
The delivery time is entirely dependent on PostNL. Please take into account that the delivery times can be a bit longer around conventions and fairs. On these days we have no possibility to send orders or process orders.
We use a number of rates within the Netherlands. Below you can see the overview with the current shipping prices. Do you order above €50? Then your order will be shipped free of charge within the Netherlands.
Shipping costs within the EU (Eurozone 1):
Parcel post: from €9 (above 2kg: €11.00)
Free shipping within the EU from €75
Shipping costs within the EU (Eurozone 2):
Parcel post: from €15 (above 2kg: €20.00)
Do you want to know in which shipping zone your country falls? Then check out the list below:
Belgium, Denmark (excl. Faroe Islands and Greenland), Germany, France (incl. Corsica and Monaco), Italy (excl. San Marino and Vatican City, Luxembourg, Austria, Spain (incl. Balearic Islands, excl. Canary Islands), Sweden.
Albania, Andorra, Belarus, Bosnia and Herzegovina, Bulgaria, Canary Islands, Cyprus, Estonia, Faroe Islands, Finland, Greece, Greenland, Hungary, Ireland, Iceland, Kosovo, Croatia, Latvia, Liechtenstein, Lithuania, Macedonia, Malta, Moldova, Montenegro, Norway, Ukraine, Poland, Romania, Portugal (incl. Azores and Madeira), San Marino, Serbia, Slovakia, Slovenia, Turkey, Vatican City, Switzerland
- PostNL letterbox mail within the Netherlands: approximately 1-2 working days
- PostNL parcel post within the Netherlands: approximately 1-2 working days
- PostNL Parcel post to EUR1 zone: approximately 3 to 4 working days.
- PostNL Parcel post to EUR2 zone: approximately 1 to 2 weeks.
For some fairs we offer the option to pick up your order there. You will find this option in the shipping options. Is the option not listed? Then pick up is not possible.
When you pick up an order, always have your order number and name at hand. This way we know for sure that we give the right order.
In all cases of non-receipt or missing items, please contact us. Then we will contact PostNL to see what is going on. If nothing comes out of this, we will always start a fraud investigation to see what the package is. Unfortunately, it sometimes happens that packages disappear during sorting. We always wait for the result before proceeding with a refund, replacement or another solution.
NB! Unfortunately, it may take a while for the investigation to be completed. This can take up to 2 to 3 weeks. As soon as we have this result, we will contact you immediately and we will proceed to a suitable solution.
In all cases of non-receipt or missing items, please contact us. Then we will contact PostNL to see what is going on. During busy periods such as the holidays or holidays, we ask for your understanding for slightly longer delivery times. The shipping services are flooded with more packages than usual at that time. We have no influence on this and it is beyond our power to address this.
Products and stocks:
Many of our products are stuck in our range and just come back in stock. Unfortunately this may take some time as we import a lot from Japan and the United States. Our advice: do you have something in mind? Then don't wait too long to order.
However, we only receive some products once. This is often the case with the Squishmallows. If these are no longer on the site, unfortunately there is a good chance that they are sold out and will not come back.
That is often the question for us. It is entirely in the hands of our suppliers. Would you like to know when new products are coming. Then follow us on Instagram or Facebook or sign up for the newsletter.
Unfortunately this is not possible. This would really increase the costs for the customer. This includes import costs and shipping.
Unfortunately, it sometimes happens that we sell our entire stock during fairs, but that the online shop still indicates stock. If so, we will contact you after the exhibition. Then we look together for a suitable solution such as: another new product, money back or waiting for a new delivery.