Ordering from us is deliberately kept simple. On this page you can read how the process works step by step, when your order becomes final, whether you can still change or cancel anything, and what your options are if something goes wrong along the way.

How to place an order

The process has five steps:

  1. Choose your product. Browse the shop or use the categories in the menu. On the product page you will find the price (including VAT), the description and the key specifications such as material, dimensions and power supply.
  2. Into your cart. Click ‘Add to cart’. In the cart you check which items you chose and in what quantities; you can still adjust there before continuing.
  3. Checkout. Fill in your name, delivery address and contact details. You order with or without an account — an account is never required. Double-check your address: we ship to the address you enter.
  4. Pay. Choose one of the available payment methods and complete the payment. All prices are in euro and include VAT; any shipping costs are shown before you pay. Only after a successful payment is your order final.
  5. Confirmation email. Within a few minutes you receive a confirmation email with your order number and an overview of your order. That email is your proof of purchase — keep it safe. You also need it to identify your order for a question, return or withdrawal.

Account or guest checkout

You are welcome to order as a guest. An account offers two advantages: you see your previous orders in your account overview and your details are ready for next time. Without an account you can still do everything you need to: order, pay, withdraw and contact us.

Changing or cancelling your order

Just ordered and spotted a mistake — wrong address, wrong item, wrong quantity? Contact us **as quickly as possible** via [email protected] or the contact form and mention your order number. We try to adjust your order before it is passed on to our supplier.

An honest note: orders are processed quickly and we work with a supplier who ships directly to you. We therefore cannot guarantee that a change or cancellation will still succeed, even if you report it right after ordering. If cancelling no longer works, that is no problem: you receive the parcel and then use your right of withdrawal. That is your fixed legal safety net — 14 days after receipt, no reason needed.

Unsure about a product or the terms before ordering? Ask us first via [email protected]; we are happy to think along.

What do the order statuses mean?

In your confirmation email and — if you have an account — in your account overview you see your order status:

  • Pending payment: your order is placed but payment has not succeeded yet. Complete the payment or the order expires.
  • Processing: your payment is received; we are preparing your order for dispatch by our supplier.
  • Completed: your order has been shipped. Any available tracking information is sent by email.
  • Cancelled / refunded: your order is cancelled or your payment is refunded; see your confirmation email for details.

If something goes wrong

  • No confirmation email? Check your spam folder and the email address you entered. Found nothing? Email us your name and order date and we will look up your order.
  • Ordered but payment failed? The order is not final. Place it again or try a different payment method.
  • Wrong product received or something not right? We solve that through the warranty procedure, not a regular return — read Warranty, defects and complaints.
  • Changed your mind? Use the withdrawal option or the model form — explained on Returns and right of withdrawal.

Before you check out — checklist

Go through these points to prevent most problems afterwards:

  • Address fully correct: street, house number with suffix, postcode and country. A typo in your postcode is one of the most common mistakes.
  • Email address correct: that is where your confirmation email and any tracking information goes.
  • Items and quantities checked: check once more what is in your cart.
  • Shipping costs seen: they are shown in the checkout before you pay — no surprises afterwards.
  • Terms known: you can find them on our service pages; the terms and conditions are also offered to you before completing the order.

Good to know about this shop

We are a webshop, not a physical store: collection is not possible and parcels can only be delivered to a delivery address. Your order is processed by CozyNuva — a webshop of Plan B Marketing EOOD — and shipped by our specialised supplier within the European Union. You deal with one point of contact: we remain responsible for your order, your payment and your return.