FREQUENTLY ASKED QUESTIONS

Shipping costs depend on the recipient’s country and are free above a certain amount for some countries. You can check the exact fees during the checkout process or on our Shipping Policy page.

Once your order has been dispatched, you will receive an email containing a link to track your order. If you have created an account with us, you can also track your order directly from your customer area. Alternatively, you can track the status of your order by entering your order number and email address on this page: Order tracking

If your order is not yet being prepared, you can change or cancel it by contacting us quickly using our contact form. Don’t forget to give us your order number. Once the order has been prepared or dispatched, it will no longer be possible to modify or cancel it.

If you do not receive your order, here are the steps to follow:

1. Check your spam folder: It is possible that the email containing the tracking link is in your spam folder.
2. Check the order tracking page: If you have not received a tracking link, you can check the status of your order by entering your order number and email address on the Order Tracking page.
3. Order not dispatched? If your order has not yet been dispatched, please contact us using our contact form.
4. Order dispatched but delivery delayed? If your order has been dispatched but the delivery time seems abnormally long, you can contact the carrier using your parcel number or contact us directly using our form so that we can help you.

If your parcel has arrived damaged, here’s what to do:

• Delivery with signature or PIN code: If you notice that the parcel is damaged, you can refuse it directly on delivery. If you decide to accept it, do not open it and contact us immediately. The best option is to refuse the parcel on receipt.
• Letterbox delivery: If you find your parcel damaged in your letterbox, do not open it and contact us immediately.
• Relay point delivery: If your parcel is damaged when you collect it from the relay point, refuse it on the spot and inform us directly.

We recommend that you wait 24 hours, as the status may indicate “delivered” even though the parcel may have been dropped off at a relay point due to your absence. You may not yet have received the text message or email informing you that your parcel is available. If, after this time, you still haven’t heard from us, please contact us so that we can help you.

If the tracking link indicates that your order has been returned to sender, this means that the delivery attempt has failed, which may be due to a number of reasons (incorrect address, prolonged absence, etc.). In this case, please contact us using our contact form, quoting your order number, so that we can find a solution quickly.

We accept several methods of payment to make your purchases easier:

• Credit cards: Visa, Mastercard, Maestro, CB, American Express
• PayPal
• Apple Pay
• Bancontact (for Belgium)
• Payment in 3 instalments free of charge via Scalapay (available in France, Italy, Belgium, Portugal, Spain and the Netherlands)

We do not accept bank transfers or cheques. The payment methods available for each country will be displayed when you go to the payment page.

3D Secure is an additional security system to protect your online payments. After entering your credit card details, you will be redirected to a verification page from your bank. This may be a code received by text message, validation via a banking application, or another authentication method.

Important: Once the verification has been carried out, make sure you wait until you are redirected to our site so that your order can be validated correctly. If you close the page too soon, the payment may not be processed.

Once you have authorised payment using the payment method you have chosen, you will be automatically redirected to a confirmation page on our site with a summary of your order. You will also receive a confirmation email at the address you provided when you placed your order.

If you do not receive this email, please check your spam folder or check that the email address is correct.

Please note If you are using 3D Secure for payment, make sure you wait for your banking application to redirect you to the confirmation page on our site to ensure that your order has been validated.

If you have a promotional code, you can enter it in the field provided either on the shopping basket page or at checkout on the payment page. The discount amount will be automatically applied to your order before payment is confirmed.

You can return your order within 30 days of delivery (45 days for Day and Night Drops). Here are the steps to follow:

1. Contact us: First inform us of your intention to return the order by contacting us.

2. Prepare your parcel: The parcel must be returned to the following address via the carrier of your choice:

   Green Logistics Groningen B.V.
   C/O Partner.Co
   Albert Harkemaweg 66
   9831 TA Aduard
   The Netherlands

3. Processing time for returns: Once the parcel has been delivered to our warehouse, it may take up to 10 working days to process. If the items are in their original condition, a refund will be issued within 3 to 5 working days.

Please note Refunds are not automatic. When the tracking indicates that your parcel has arrived at our warehouse, please contact us to request a refund or reshipment of your order.

You can create a customer account directly on the payment page. When you fill in the billing and delivery form, simply tick the “Create an account” box to activate the creation of your account.

No, you have the choice of creating an account or ordering as a guest. However, without an account, you will not be able to access your order history or easily track the status of your orders from your customer area.

Creating a customer account offers you several advantages:

• Access to your order history: You can easily view and track your past orders.
• Easy tracking: Access your tracking information in just a few clicks.
• Faster ordering process: Your delivery and invoicing information is saved, saving you time on your next purchase.

If your email address is not recognised, there may be several reasons:

• You may not have created an account: Make sure you ticked the “Create an account” box when you placed your order. If you ordered as a guest, you will not have an account associated with your email address.
• Typing error: Check that the email address you have entered is correct, with no typos or extra spaces.
• Forgotten password: If you have an account but can’t remember your password, use the “Forgotten password” option to reset your access.

You can also contact us via our contact form, and we will check your situation for you.