FAQ

If you order before 3 p.m. on working days, your order will be shipped the same day.
The delivery days are from Monday to Saturday.

Delivery times may differ due to busy periods at our webshop or at the delivery services. With your DHL Track & Trace code you have the opportunity to check the current status of your shipment at www.dhl.com/en/country_profile.html.

If you are not satisfied with a part of your order or your entire order, you can return it to us within  14 days. For a quick handling, we would like to ask you to register your return within 14 days via your account. You can find your account at the top right of the menu on the website.

Follow the steps below for the return process:

1. Sign in to your account
2. Choose 'Order history'
3. Choose the order you want to return, click on the button “Details” and mark the items you want to return.
4. Please make sure you specified the reason for handling this return.
5. Choose 'Create return voucher', your return request will now be sent
6. After accepting your return request, you will receive a confirmation e-mail within 48 hours. You will also receive an e-mail with your return form and a DHL return label enclosed. You can send your package now.  
7. Download and print the DHL return label. If you do not want to return with DHL, you can skip this step.
8. Put the items in the original package and don’t forget to enclose your return form. Without the return form, we can’t process the return.
9. Hand over the package to a DHL ServicePoint or send it via a carrier of your choice.
10. You will receive a confirmation of receipt as soon as we receive the package. The handling of a returned shipment takes an average of 5 working days. You will receive an e-mail as soon as your return has been processed.
11. We will refund the return amount within a minimum of 5 working days and a maximum of 10 working days. You will receive the credit note by mail but you will also find it in your account.

You must pay the costs for the return shipment yourself. You can choose via which carrier you want to send the package. If you want to return the package via DHL, please use the DHL return label. The return costs will be deducted from the amount to be returned.

If you want to return your package with another carrier, you can send the package together with the return form to:

BR
FAO Service desk
Van Heemstraweg 25
6657 KD Boven-Leeuwen
The Netherlands

If the original packaging is not damaged, please use it to return your order. Always use the outer box even if the item is already packed in a box.

Below you will find the shipping costs per country:

In the checkout you will find the total amount of your order after settlement of any discount and shipping costs.