Vanliga frågor

Choose your product on the product page and click ‘Add to cart’. Then go to the cart and click ‘Checkout’. Enter your details, review your order and complete the payment. You will receive a confirmation email shortly after. More details on Ordering, changing and cancelling.

No. You can check out as a guest, without an account. With an account you can view previous orders and save your details for next time. You can withdraw or return your order without an account as well.

Email us as soon as possible with your order number. We will try to adjust your order before it is forwarded to our supplier. Because processing can be fast, we cannot promise a change or cancellation will still work. If it is too late, you can use your right of withdrawal after delivery.

After a successful payment you will receive a confirmation email within minutes with your order number and an overview. Received nothing? Check your spam folder and verify your email address. Still stuck? Contact us.

You can optionally enter a VAT number in the checkout. We currently do not apply an automatic VAT exemption for foreign business customers. Questions? Email us before you order.

Our payments are processed by Stripe. The checkout shows which methods are available to you; currently including iDEAL, Bancontact, credit/debit card and SEPA direct debit. The exact offer can differ per country and device — the checkout always shows what is possible. More on Payment and refunds.

Yes. Payments are processed by Stripe; we do not store your card details on our own servers. Payment pages are secured and where needed you are asked for extra confirmation (e.g. 3D Secure via your bank).

Payments to us show the descriptor ‘Plan B Marketing’ — the name of our company. Anyone viewing your statement sees an inconspicuous business name.

With most payment methods the amount is charged immediately. With SEPA direct debit the charge happens after your authorisation. See Payment and refunds for details per method.

Then your order was not completed. You can place the order again or choose a different payment method in the checkout. Was money still charged without a confirmation? Contact us with your order details and we will sort it out.

All orders are shipped in a plain, neutral package: no shop logo, no product names and no images on the outside. More on Shipping and packaging.

You see the shipping costs for your order in the checkout, before you pay. Final rates per country are not confirmed yet; once available they will be shown in the checkout and on the Shipping page.

Your order is shipped directly by our specialised supplier within the European Union. The expected delivery time is shown at the checkout. Final delivery times per country are not confirmed yet; we will publish them once available.

We deliver within the European Union. Available countries and rates are shown in the checkout.

As soon as your order has shipped, we send the available shipping information by email. If a track & trace code is available for your shipment, you will receive it there.

That depends on the courier. Usually the courier offers the package again or at a nearby pickup point. Follow the delivery information you receive by email or via the courier.

Contact us via [email protected] with your order number. For a damaged package: take photos of the box and contents and do not throw anything away. We handle the claim with the courier and supplier; you do not have to do that yourself.

You have a statutory cooling-off period of 14 days. It starts the day after you — or someone you designated — received the product. For an order arriving in multiple shipments, the day the last item was received counts.

You can withdraw your order in three ways: via our online ‘Withdraw order’ feature, with the model withdrawal form, or via a clear email to [email protected]. No phone call or prior approval needed. All routes are explained on Withdraw order.

No. For the statutory cooling-off period you do not have to give a reason. We may ask why you return — for example to improve our service — but you are not obliged to answer.

In principle yes, within the cooling-off period. You may take the product out of the packaging and inspect it as you would in a shop. If you have actually used or washed the item, any diminished value may be deducted from the refund. Read the full explanation on Returns and withdrawal.

The direct costs of returning an order are at your own expense. You choose the carrier; preferably use a tracked option, as the risk of the return shipment lies with you until we have received the parcel. Different rules apply for a defective or incorrectly delivered product: then we solve it free of charge.

We refund within 14 days after you sent your withdrawal statement. We may postpone the refund until we have received the product back, or until you have shown proof of return — whichever comes first. The refund goes via the same payment method as your order.

Yes. You can also partially withdraw your order. Clearly state which items it concerns in your notification; we refund the purchase amount of those items. Shipping costs follow the rules for partial withdrawal — see Returns and withdrawal.

No. For a valid withdrawal a clear notification within the cooling-off period is sufficient; an RMA number or prior approval is not a legal requirement. After your notification we will send practical instructions and the correct return address — use those, so your parcel arrives properly.

That differs per product. Many heated blankets and shawls can be machine-washed at low temperature after removing the controller — it is always on the care label and in the manual. In doubt? Contact us before washing.

The products in our collection carry the required safety markings and protections, such as overheat protection. Always follow the instructions: never use the product folded double and do not use it damaged or wet.

Most heated products in our collection have automatic switch-off (timer) and multiple heat settings. The exact functions are listed per product on the product page.

Manufacturers are required to state identification and safety information on the product, packaging or manual. Read it before first use. Follow the instructions — that prevents most problems and preserves your rights.

Report it via [email protected] with your order number, a description of the problem and photos if possible. We will find a suitable solution: repair, replacement or refund, depending on the situation. You do not have to arrange anything with the manufacturer or supplier — we are your point of contact.

As an EU consumer you have a statutory conformity warranty of at least two years: the product must do what you may reasonably expect. If a manufacturer offers its own warranty, it comes on top of that.

No. It is often exactly through use that you discover a defect. Normal wear and damage through misuse, however, are not covered.

Start with us: email your complaint to [email protected]. If we cannot resolve it together, as a consumer you can turn to the European Consumer Centre for advice on cross-border purchases. The options are explained on Warranty, defects and complaints.

That differs per item; it is listed in the product specifications on the product page. Our collection mainly consists of soft faux-fur and fleece materials with an integrated heating element. Check the material information if you are sensitive or allergic to certain fabrics.

Our heated products use a heating element operated via a detachable controller or button. Depending on the model you can choose between multiple heat settings. The exact operation is described in the manual and on the product page.

Heated products require responsible use. Do not leave children or pets unattended with a switched-on heated product and always consult the safety instructions in the manual.

We use your data to process, deliver and service your order. For that we share your name, address and contact details with our supplier and the courier delivering your parcel — no more than needed. Read exactly how we handle your data in our privacy statement.

Not from the packaging: it is neutral and unprinted. Your bank statement does not show a shop name either. Your order and payment details are not public.

Via the contact form on the contact page or by email to [email protected]. Always mention your order number for order questions — it helps us help you faster.

We answer your message as soon as possible. We cannot guarantee a fixed response time at this moment.