Frequently Asked Questions
If you didn’t find your answer in our FAQs, please feel free to contact us via our contact form or via [email protected].
You can browse the catalogue without signing in, but professional pricing, professional-only products, invoices, order history and loyalty cashback are linked to an account. We recommend registering before your first order — it only takes a few minutes.
We deliver to the United Kingdom, Belgium, France, the Netherlands and Luxembourg. Orders are dispatched within 24 hours of payment. Standard delivery usually takes 1–3 business days and DHL Express 1 business day; the methods, prices and delivery estimates for your address are shown at checkout.
As soon as your payment is confirmed, we send an order confirmation to the email address you used at checkout. The order also appears under Order history in your account, where you can follow its status until delivery.
When your order leaves our warehouse, we email you the carrier’s name and a tracking link. You can also open the order under Order history and select Track order at any time.
Please check your spam and promotions folders first, as automated messages are sometimes filtered there. If you still cannot find it, contact us with the email address you used at checkout and we will resend it.
Contact us as soon as possible. Until the order has been dispatched, we can usually change the items, quantities or delivery address for you. Once the parcel has left our warehouse, the order can no longer be edited.
You can pay by card, Apple Pay, Google Pay, Klarna or, in Belgium, Bancontact. Approved professional accounts can also choose payment by invoice and pay by bank transfer before dispatch. All orders are paid in full before they ship, and the options shown at checkout depend on your country and account type.
Yes. An invoice is issued for every order and can be downloaded under Invoices & Documents in your account; we also email you when it is ready. If it needs to be addressed to a specific company, add the company details and VAT number to a billing profile before you check out.
If your business is registered for VAT in an EU country and your VAT number is validated through VIES, eligible cross-border orders are invoiced at 0 % VAT under the reverse-charge mechanism. If the number cannot be validated, the standard VAT rate of your billing country is applied and our team reviews the order. UK orders are invoiced with UK VAT.
Check that the code has not expired and that the products in your basket are included in the promotion — some codes exclude discounted items or require a minimum order value. If it still does not work, contact us and we will look into it.