Customer Service

Do you have a question about your order, delivery, or participation in a promotion? Please contact us. We’ll make sure to assist you promptly.

Frequently Asked Questions

Can I still change or cancel my order?

Once an order has been placed, it cannot be modified or canceled; products that have already been shipped cannot be exchanged.

When will my order be delivered?

We do our very best to deliver your order within two weeks. In the unlikely event that this is not possible, we will notify you by email.

I ordered a product more than two weeks ago and haven't received it yet. Did something go wrong?

If you haven’t received your order after two weeks and haven’t heard from us about it, please fill out the contact form on this website. We’ll let you know as soon as possible what went wrong and when you can expect to receive the item you ordered.

My order was damaged upon delivery / I received the wrong product. What should I do now?

In that case, please fill out the contact form and describe the situation. We will then send you immediate instructions on how to proceed. You can return the item free of charge, and we will send you a replacement.

I haven't received my e-voucher. What should I do?

Did you order e-vouchers but haven’t received them 15 minutes after placing your order? First, check your spam folder or junk mail. The confirmation email containing the e-tickets may have ended up there. If that’s not the case, please contact our customer service.

Returning a product, or is your product damaged?

Would you like to return a product, exercise your right of withdrawal, or did you receive a damaged or incorrect product? Read below to find out what you can do.

Returning the product because it does not meet your expectations

Please register your return within 14 days of receipt through our returns portal.
You are responsible for the return shipping costs.
Make sure the product is unused and in its original packaging.

Defective, damaged, or incorrectly delivered product

Submit a request through the returns portal and attach a clear photo.
Once approved, you will receive a shipping label for the return.
Upon receipt, we will arrange for a replacement or a refund.

Different return deadlines may apply for warranty and DOA cases.

Digital products, vouchers, and tickets

Undated vouchers and tickets

For undated vouchers or tickets, if the right of withdrawal applies, you may exercise your right of withdrawal within 14 days of purchase. Would you like to exercise this right? If so, please submit a request within this period using the contact form on this page. Be sure to include your order number and clearly state that you wish to exercise your right of withdrawal.

Dated tickets

The statutory right of withdrawal generally does not apply to tickets for an activity or event with a fixed date or time period. Therefore, these tickets cannot be canceled based on the right of withdrawal. For any other cancellation or change options, please refer to the terms and conditions that apply to the specific ticket or activity.

Request a Return

You can easily submit your return request online through our returns portal.

Are you having trouble registering your return through the portal?
Please fill out the contact form below.

Send us a message

How can we help you?

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