FAQ: DELIVERY

• How long does delivery take?

All orders are shipped with from our warehouse in the Netherlands. When your order is transferred to one of our logistics partners (DPD, DHL or UPS) you will receive a Track & Trace link to follow the status of the shipment.

• What if I’ve pre-ordered an item?

If you have pre-ordered an item, the estimated dispatch date is displayed on the product page and at checkout. Your order will be shipped from us on this date. Please note, we do not split deliveries. If you have placed an order containing an in-stock item alongside a pre-order item, your whole order will be shipped once the pre-order item is dispatched. Therefore, we recommend you order in-stock items separately from pre-order if needed sooner.  

• Can I track my delivery?

Once we’ve dispatched your order, you will receive an email from DPD, DHL or UPS with details on how to track your order. Should you want to make delivery changes these will need to be done via DPD, DHL or UPS as we can no longer control the delivery once it has left our warehouse.

• I missed my delivery!

Should you be away when your package is delivered, DPD, DHL or UPS will leave a missed delivery note and your package will be taken to your nearest DPD Pickup Parcelshop or DHL ServicePoint to collect within 7 days or your nearest UPS access point to collect within 10 business days. If the package is not collected in time, it will be returned to our warehouse where a refund of your purchase (minus shipping costs) will be given, subject to circumstances

• What countries do you ship to?

Generally, we can ship worldwide from our Netherlands based warehouse. Should we be unable to deliver an order, we will contact you and fully refund your order.

• Do I have to pay customs charges?

As a European Business, any orders delivered within the European Union are exempt from customs and import charges. However, if your order is being delivered outside the European Union, you may be required to pay customs and duty fees once the shipment reaches that country. Additional charges for customs clearance are borne by the recipient. To find out whether you are likely to end up paying charges, please check your country’s customs and import policy.

• As a UK customer, do I have to pay additional duties as a result of Brexit?

No, as a UK customer, you don't have to pay additional duties or customs charges to receive your order from our Netherlands warehouse.

Please note: you may be subject to additional charges when attempting to return an item to us. Please check with your chosen courier and refer to our Returns FAQ's

• Can I collect my order instead of getting it delivered?

Click and collect is available to our Stadium Store and Arndale Store. Click and collect orders take 1-3 days to process. You will receive a pick up notification via e-mail. In addition you have the option to collect your order via DPD or DHL instead of having it delivered. These details, including options to select a delivery date are available in the email you receive once you place your order. These options do not apply to UPS.

• My order is missing/items are missing from my order

On the very rare occasion that your order has gone missing, or you are missing items from your order, we will investigate this with the delivery partner to resolve it for you. To speed up this process, we request that you have your order number, shipment reference, details of any missing items and any supporting imagery ready when contacting our customer support team.

• My order shows 'Return to Sender' status in the tracking information. What does that mean?

If your order shows the status ‘Return to Sender’, it means that something went wrong with the delivery of your order by the carrier. Your order has been returned to our warehouse. In that case, your order will be processed as a return: as soon as the order has been received in our warehouse, you will be refunded within 7 to 10 working days. You can see when our warehouse received your order in your track and trace code. If it takes a long time before you receive your refund, please contact our customer support team. You will always be refunded in this situation, so please don’t worry. 

At the same time, feel free to reorder from our webshop again. It is the fastest way to receive your items. If you want to receive your refund before reordering first, that's of course not a problem.