Frequently asked questions

As long as your package hasn't been shipped yet, we can usually still change or cancel your order. Email us as soon as possible, with your order number.

Is your package already on its way? Then you can send it back after receiving it, within your cooling-off period. You can read how that works under Returns.

If a product arrives at our warehouse later, we'll let you know ourselves, with the new expected date. You then choose: wait, or cancel and get your money back.

After your order, you'll receive a confirmation by email. Do you need an invoice with VAT, for example for work? Email us your order number and the details that should appear on it, such as a company name or VAT number. Then we'll send you the invoice.

You pay the price that applied at the time you ordered. We don't refund the difference for a later price reduction. Would you rather not keep the product after all? Then you can send the product back within your cooling-off period.

You pay at checkout, with iDEAL | Wero, PayPal, Bancontact, a credit card (Visa, Mastercard or American Express) or a SEPA bank transfer. You'll always see which methods are available at checkout.

Paying afterwards or paying in instalments is not possible at the moment.

If you withdraw from your purchase, we'll refund you within 14 days of you letting us know. We do this in the same way you paid. So you don't need to provide a bank account number.

We may wait with the refund until we have received the product back, or until you show that you have sent the product.

As soon as we ship your package, you'll receive an email with a track & trace code. With it, you can see where your package is and when it will arrive.

Haven't seen any movement for a while? Email us your order number, and we'll look into it for you.

First check with your neighbours. If it isn't there, email us your order number. We'll look into it with the carrier. If a package really gets lost, we'll send you a new one or refund you.

We deliver to the address you enter with your order. Is something not right? Email us as soon as possible, with your order number. As long as your package hasn't been shipped yet, we can usually still change the address.

Not at home when the courier comes? What happens then depends on the carrier. You can see this in your track & trace.

We're sorry to hear that. Take photos of the box and of the product, and email them to us as soon as possible with your order number. We'll sort it out, at no extra cost to you.

Our apologies. Email us your order number and a photo of what you received. If a part is missing, tell us which one. We'll send you the right product or the missing part, at no cost to you.

You have 30 days to change your mind, starting the day you receive the product. Register your return via Cancel the agreement here, or email us your order number. You'll then receive a free return label from us.

Then send the product back within 14 days. All the steps are on Returns.

No, that's not necessary. Do pack the product securely, with all parts and the manual. That way the product arrives with us intact.

Exchanging takes two steps: you send the product back and you place a new order. That's the fastest way to get what you want.

Is your product broken or not as described? Then we'll take care of it for you. See Warranty and repairs.

Email us your order number and tell us exactly what's wrong. If you can, send a photo or a short video. We often ask a few questions first, because a problem can sometimes be solved quickly.

If that doesn't work, you choose: a repair or a replacement. If that isn't possible, you get part of your money back, or all of it. It costs you nothing, not even for shipping.

Every product comes with the statutory warranty. A product must do what you can reasonably expect from it, including how long the product lasts. In the Netherlands, this warranty has no fixed end date.

Does something go wrong in the first year after delivery? Then we assume the defect was already there at delivery. You can read more under Warranty and repairs.

Email us which product you have and which part you're looking for. If the part has broken, it's covered by your warranty and we'll send it to you free of charge. In other cases, we'll let you know whether we can supply the part and what it costs.

You'll find separate HEPA filters for the SuperNova under crumb vacuums.

Lay the blanket out completely flat, without folds or creases. If the electric blanket is doubled over anywhere, that part will get less warm. Also check that the controller's plug is firmly connected to the blanket and to the socket.

Then pull the plug fully out of the socket, wait a few minutes and plug it back in. Is the blanket still not getting warm? Email us your order number and what you see on the controller.

While it heats up, place the bottle flat and still, and check that the plug is fully inserted into the bottle. Follow the manual for your bottle.

Do you see an error code on the display? Look it up in the manual. If that doesn't help, email us your order number and the code you see.

After a while, some air can get into an electric hot-water bottle. How to release the air from the bottle is explained in the manual.

Does the bottle stay bulging, does it leak or do you see damage? Then stop using the bottle, unplug it and email us. We'll sort it out for you.

Always unplug it first and disconnect the controller. Our electric blankets and underblankets with a detachable controller can be machine washed at a maximum of 30 degrees, on a gentle cycle. Only use the blanket again once it is completely dry.

Not every heating product can be washed. For some heating pads, only the cover can go in the washing machine, and an electric hot-water bottle is cleaned with a damp cloth. So always check the product page or the manual.

• Check the blanket before each use. Do you see damage to the fabric, the cord or the controller? Then don't use the blanket and email us.
• Don't use the blanket folded or bunched up, and don't stick pins or other sharp objects into it.
• Not for children under 3 years old. Also not for anyone who has trouble feeling heat, or who can't react themselves if it gets too hot.
• Do you fall asleep with the blanket on? Then set the blanket to the lowest setting, or use the timer.
• Don't use the blanket if it is wet.
• Do you have a pacemaker? Then talk to your doctor first.
• Do you smell burning, or see a burn mark? Unplug it immediately, stop using the blanket and email us with photos.

Always read the manual for your blanket too.

Many products come with a card with a QR code in the box. Scan it with your phone to open the manual. Can't get it to work, or have you lost the card? Email us the name of your product, and we'll send you the manual as a PDF.