Package investigation

All shipping methods are insured from The Silver Mountain.

Below is an explanation of what the follow-up process looks like when something goes wrong with the delivery. You as customer do not run any risk.


Step 1
Does your track and trace code indicate the status ''delivered'', but you have not received anything? Please send an e-mail to in which you indicate that your order has not arrived and which order number this concerns.
Step 2
We will confirm the receipt of your email and complaiment. When it is not possible to find out the reason why your package has nog been delivered, we ask for a 'cooldown period' of one week. Our experience shows that the package often ends up in this week.
Step 3
If the package has nog been found after this week we will conduct a further investigation. This is done in collobartion with the delivery service and takes approximately 3 weeks. You will be notified of the outcome by email.
Step 4
The final step is the completion of the investigation and the compensation of you as a customer. This means that you will receive a refund ot the amount paid or that the order will be delivered again.