Ask Us Anything

    How long does it take for my order to be shipped?

    Orders are usually shipped within 1 to 2 business days after purchase. Once your order has been shipped, you will receive a tracking number via email.

    How can I track my order?

    Once your order has been shipped, you will receive a tracking number at the email address you provided. You can use this number to track the status of your order.

    Can I change my address after placing an order?

    Unfortunately, it’s not possible to change your address after placing an order, as the processing system is automated. Please double-check your shipping details before completing your purchase. If there’s an issue, please contact the carrier.

    I haven’t received my order. What should I do?

    Please contact us at info@frendsis.com. We will do our best to trace your order and resolve the issue.

    Where can I find my invoice?

    Your invoice is always included in the confirmation email of your order. If you can’t find it, please contact our customer service at info@frendsis.com.

    My item is defective. What should I do?

    Sorry, that shouldn’t happen. Email a photo of the defect to returns@frendsis.com. We’ll send you a prepaid return label and repair or replace the item, or refund you. Your rights under the legal guarantee always apply.

    I received the wrong item. What now?

    If you received the wrong item, please contact us at returns@frendsis.com. We’ll send you a prepaid return label so you won’t have to pay any return shipping costs. We’ll do our best to send you the correct item as soon as possible or offer another suitable solution.

    How long does it take to receive my refund?

    We refund your payment, including the original standard shipping costs, within 14 days of receiving your withdrawal. We may wait until your return has arrived or you’ve shown that you sent it. The money goes back to the payment method you used.

    How can I return my order?

    You have 14 days after receiving your order to change your mind, without giving a reason. Let us know with the withdrawal form (also linked at the bottom of every page and in your order emails) or by emailing returns@frendsis.com. You then have another 14 days to send the items back. You’ll find the return address in our terms and conditions.

    Do I pay for return shipping?

    If you change your mind, the cost of sending the items back is yours. If an item is defective or we sent you the wrong one, we send you a prepaid return label.

    Can I return sale items?

    Yes. The 14-day right of withdrawal applies to sale items too.

    Can I cancel my order?

    Yes. If your order hasn’t shipped yet, email info@frendsis.com and we’ll cancel it. Already shipped? You can still withdraw within 14 days after receiving it, using the withdrawal form.

    Where are your orders shipped from?

    Our orders are shipped from the Netherlands.

    Are duties and taxes included in my order?

    Within the EU, there is nothing extra to pay: our prices include VAT. For deliveries outside the EU, import duties and local taxes may apply. They aren’t included in our prices and are charged by the authorities in your country.