Edit your order
You have up to 90 minutes after your purchase to edit or cancel your order.
To make changes, go to your Orders page (below) and click on your order.
More info below
Shipping Information
Shipping Times
Orders are generally dispatched the next business day from our Netherlands warehouse.
Business days: Monday - Friday.
The below shipping times are estimates only, and are calculated after the order has been dispatched. While we are able to fulfil 97% of our orders within this timeframe, occasionally there are delays with our couriers (or customs for international orders) and orders may take longer than expected.
Standard Shipping:
- Netherlands: 2-4 business days
- Austria, Belgium, Denmark, France, Germany, Luxembourg, Switzerland: 2-6 business days
- Italy, Hungary, Poland, Slovenia, Spain: 3-7 business days
- Latvia, Portugal, Sweden, Slovakia: 4-8 business days
- Croatia, Cyprus, Finland, Ireland, Malta: 5-9 business days
Express Shipping: 2-4 business days
Shipping Costs
Free shipping on orders over €90!
Germany, Netherlands, Spain
Standard: €5.50, Express €11.50
Luxembourg
Standard: €5.50
France
Standard: €6.50, Express: €13.50
Italy
Standard: €6.50, Express: €18.50
Hungary, Portugal, Slovenia, Sweden, Poland
Standard: €6.50
Belgium, Ireland
Standard: €7.50, Express: €13.50
Austria, Crotia, Denmark, Latvia, Slovakia
Standard: €7.50
Cyprus, Switzerland
Standard: €8.50
Finland, Malta
Standard: €9.50
Shipping locations
We currently ship to; Austria, Belgium, Croatia, Cyprus, Denmark, Finland, France, Germany, Hungary, Ireland, Italy, Latvia, Luxembourg, Malta, Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain and Sweden.
Our warehouse is located in the Netherlands
For other locations, please select country in the website header menu.
Shipping Protection by Route
For more information see our FAQ page here.
Purchased Route's Green Package Protection and looking to file a shipping issue online? File here
Shipping issues
Change or cancel your order
After you have made your purchase, you have up to 90 minutes where you can make changes to your order. This includes;
- Changing your shipping address
- Cancelling your order
- Applying a forgotten discount code
- Change the items in the order
- Plus more
To make changes, head to your Orders page, find your order and click on it. Here you'll be able to make changes.
After 90 minutes, you will not be able to make any changes to your order. At this point, your order will sync with our warehouse and they will prepare your order.
If you have missed the window of opportunity to make critical changes to your order, please contact us immediately.
Delayed Orders
We manage to fulfil around 97% of our orders within the forecasted delivery time, however occasionally there are delays with our couriers and orders may take longer than expected.
Orders lost in the mail
A package is considered lost when there have been 15 days since the last recorded activity on the tracking information.
At this point we are able to make a claim with our shipping company and we'll be able to send you a replacement order. Please contact us when this happens.
Missing Orders
Sometimes the tracking info will say the order has been delivered, but the order will appear to be missing.
It sounds odd, but often in these cases the tacking is inaccurate and the package can turn up 1-3 days later.
If you order still hasn't turned up a few days later, please contact us with your order details and we'll take it from there.
Returns
We accept returns if your item was purchased within the last 90 days and is unopened (sealed) and undamaged.
You must take care to ensure that the items are properly packaged so they do not get damaged in transit.
Exchanges
If you'd like to exchange your item for a different one, please email us to initiate the process. Please include your original order details, and let us know which item(s) you would like to exchange.
Get in touch with us here, or email us at [email protected]
Returning your item(s) for a refund
If you would like to return your item(s) for a refund, please email us to initiate the process. We will let you know where to send it, and give you a unique reference number to include on the package.
Get in touch with us here, or email us at [email protected]
Please note, shipping costs from your original order are not refunded
Damaged & Faulty items
If your product is damaged, faulty, or you are not satisfied with the quality of your product, please email us at [email protected] and we'll arrange a replacement or refund.
Please include your order number if applicable, and photos of the issue you are facing so that we can appropriately assess the situation.
For more information, please see our Shipping Policy and our Refund Policy