In your customer account you can update your addresses at any time. Please note that it is important that you verify that your address is up to date, and that the correct address is set as the default address before placing a new order. Usually you can also specify a delivery address that differs from your billing address (e.g. your workplace).
Please note:
A change of shipping address can only be successfully made before your order has been created or shipped. We therefore ask you to update your shipping address before placing a new order.
Changing the shipping address once your order has been submitted,
We ask you to contact us by *phone without delay. We will then cancel the order, as it is not possible to change the address of an order in process.
Once the order is cancelled, you are invited to update your address, make sure it is set as the default address, then place a new order.
If your order has been shipped
Unfortunately, once an order has been shipped to the wrong address our options are limited.
Only for Germany:
However, as soon as the package is handed over to DHL or Hermes, you will receive a notification email from the corresponding shipping partner. This gives you the option to specify a preferred delivery location, such as a parcel center or a favourite nearby neighbour.
If this possibility is no longer available and the parcel cannot be re-routed,
it will most likely not be delivered. If so, it will be automatically returned to our warehouse - of course at no cost to you. After we have received the package back, you can request a new box - but first please update the address in your account ;)
You are also welcome to contact our customer service at any time.
We will do everything we can to ensure that the package will be returned to us.
For Sweden and Denmark
Please contact us without delay, specifying the correct address, and we will contact PostNord to request the parcel be rerouted. Kindly note, that we cannot make any guarantees the request will be successful. Should the request not be successful, and you don’t have the option to collect the box from the PostNord service point, the box will simply be returned to us after 7 days, at no cost to you. Once the returned box is received at the warehouse, you will be notified and are welcome to place a new order. Just make sure to update your address first!
For France
Please contact us without delay, specifying the correct address, and we will contact Chronopost to request the parcel be rerouted. Kindly note, that we cannot make any guarantees the request will be successful.
In most cases, boxes sent to an outdated address will be returned to us, at no cost to you. Once the returned box is received at the warehouse, you will be notified and are welcome to place a new order. Just make sure to update your address first!
Should you receive an email from us confirming delivery to you of the wrongly addressed box, please contact us without delay.
For Netherlands and Belgium
Unfortunately, once an order has been shipped it is not possible to reroute it, or to call it back.
In most cases, boxes sent to an outdated address will be returned to us, at no cost to you. Once the box is received at the warehouse, you will be notified and are welcome to place a new order. Just make sure to update your address first!
Should you receive an email from us confirming delivery to you of the wrongly addressed box, please contact us without delay.
What if I moved to another country?
It is not possible to change the country of an existing customer account and to ship the box to a country other than the one the account was originally registered for.
If you have moved to another country, a new customer account must therefore be created. Please contact our customer service if you wish to permanently close the existing account.
Unfortunately, the data for the old account cannot be transferred to another account.
Please Note
Any email address can only be used for one account at a time.
If you want to use the email address you used for your old account to set up the new one, the old account must first be closed.
Please contact our customer service, who will be happy to assist you in this matter.
Find our *phone number at the bottom right of our website.