Customer support

Customer support

Contact form

* Required fields


Frequently asked questions

1.1 How can I track my package?

You can follow your package with the track & trace code which you will receive by email after we have processed and scanned your order at our warehouse. Orders that are placed in the evening and in weekends will be processed in most cases within 1-2 business days.

1.2 I did not receive a confirmation email. Now what?

It does happen every now and then that the confirmation email is being held by the spam filter of your email program. Please check your spam folder first.
If you’ve placed an order later on the day or in the weekend, chances are that you will receive the confirmation email the next business day.

1.3 I received the wrong product, what now?

If you’ve received the wrong product please return the item following the steps on this return page. Also fill in and add the required Return Form so we can process your return nice and easy.

1.4 Can I pick up my order?

No, unfortunately this is not possible.

2.1 What are the delivery times?

Click here to see the delivery times per country.

2.2 What are the delivery costs?

Click here to see the delivery costs per country.

2.3 Which countries do you ship to?

Click here to see the list of countries we ship to.

2.4 Which delivery service do you use?

We send all our packages within Europe with DHL Parcel. For deliveries outside of Europe we use DHL Express.

2.5 I'm missing an item from my order, what do I do?

If an item is missing, please contact us using this contact page and tell us the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.

2.6 Wat do I do if I receive a faulty item in my order?

We want to sort out any issues with faulty items straight away. As soon as you discover a fault, please contact us by filling in the contact form here with and provide us with:

Order number, the faulty item’s name and number and a description of the fault

NOTE: this only applies to production issues. Item’s with user damage will not be accepted upon return.

2.7 I never received my package, what now?

If you have not received your package, please reach out to DHL Parcel or DHL Express to find out about the progress of your package.
 
 

3.1 How can I exchange and/or return a product?

You can return the item by following the steps on this return page. Print out the return form so we can process your return as smooth as possible.

3.2 What is the return term?

15 days after you have received the order.

3.3 What are the return conditions?

All products are inspected at our warehouse. They need to be in the original packaging/sealing, unworn, undamaged, clean, and unused. Any item that does not meet this requirement might be denied.

3.4 How long does it take for my return to be handled?

Most returns are processed within 10 business days after we received the package. You will receive a confirmation email which tells you that we either refund the cost or for which other item this return will be exchanged. The amount will be refunded depending on the payment method used for this purchase:

iDEAL: within 3 business days
Creditcard: without 10 business days
Paypal: within 6-10 business days
 

4.1 Will a product be restocked when it's out of stock?

That differs per product. Some products will be restocked and some not. 

4.2 A product disappeared during my order process, how is this possible?

It does sometimes happen that a product becomes unavailable before you have placed your order. This means the last item has just been purchased by someone else and will be automatically deleted from your basket.

Sign up for our newsletter

Receive the latest offers and promotions

Busy times ahead! Please note due to the high volume of online orders at Sefa and DHL, your order might take longer to arrive than expected