Frequently Asked Questions.

Profile

1. I don’t know my username.
   • The email address used for email communication is also the login to the wholesale website.
2. I don’t know my password
   • You can request a new password by clicking the reset password link in the login screen
3. I didn’t receive my password reset email.
   • Please make sure you use the correct email address. Please contact us if the problem persists.
4. I just created an account and now I can’t log in
   • New accounts need to be manually approved, please be patient as this might take a short while! You will receive an email when your account is active.
5. How do I change our billing/shipping address?
   • Under my account you will find the tab my addresses where you can change the billing and shipping address. Please note that changing your shipping address after you place an order won’t update it for that order. Please reach out to us at [email protected] if that happens.

Orders

1. How do I see the status of my order?
   • Under your orders you can find the shipping link of your order.
2. I just ordered for the first time, but I don’t see a track & trace code yet.
   • First time customers need to complete payment before the goods are sent out from the warehouse. Returning customers can order through bank transfer for a 14-day payment period.
3. Can i download photo’s of the products i ordered?
   • Please reach out to us to our email [email protected] and we’ll set you up with our digital photo database
4. Can I cancel my order?
   • Please reach out to us as soon as possible. Once an order leaves our warehouse, we can’t cancel it anymore.
5. I did not receive my order confirmation email?
   • Please check under your profile if the order was created correctly. If the problem persists please reach out to us.
6. Can I download all my previous orders?
   • Under your orders you can download invoices for all your previous orders
7. A product from my order arrived damaged?
   • Please send us a email with pictures of the damaged products and we’ll resolve the issue with you.
8. What is the minimum order quantity (MoQ)?
   • All our products come in protective inner packs of 6, with an exception for our puzzles that are packed by 3.
9. Is there a minimum order size?
   • All orders must reach a minimum of €100
10. Can I repeat my previous order to fill up
    • Under your orders you can click on repeat order to instantly fill up your cart with the products you ordered last time to quickly re-order.
11. Can we upload a CSV to place a bulk order?
    • Currently, we don’t support direct CSV imports. Through our order form you can rapidly order all our products.

Shipping

1. What are the shipping times?
   • Orders leave our warehouse the next day, and shipping throughout all of Europe happens within a week unless it’s a remote area.
2. How much will the shipping costs be?
   • In your shopping cart you can calculate the shipping costs with our built-in tool.
3. From what order size is free shipping offered?
   • Orders over €300 will receive free shipping throughout all of Europe.

Billing/Invoicing

1. What payment methods do you support?
   • We support the following payment methods:
     1. SEPA
     1. iDEAL/Wero
     1. Klarna
     1. Bank Transfer
     1. Credit Card
2. How do I pay with a Bank transfer?
   • Please select bank transfer, your invoice will automatically be generated with all the payment information
3. Where do I find my invoices?
   • Under your orders you can download invoices for all the orders you’ve placed.
4. How is VAT handled?
   • VAT is automatically calculated if applicable and will show up in the overview of your order in your shopping cart.
5. How can I pay for my order?
   • If you selected bank transfer as your payment option. You will automatically receive an email with your invoice and payment information. Additionally, you can also find the payment information on the invoice under your orders

Backorders, substitutions, and product availability

1. One of the products I would like to order is out of stock.
   • When an item is out of stock, this will be displayed on the product page. On the product page you can fill in your e-mail to get a notification as soon as the product is back in stock.
2. Some products are missing in my order but are invoiced.
   • Orders placed at fairs might contain backordered products. These products will be with you as soon as they are back in stock. This will always be communicated with you on the fair.

Contact

1. I didn’t find the answer I was looking for?
   • Please reach out to us at [email protected] and we’ll help you resolve the issue! Please include your order number in the email so we can help you faster.