Frequently Asked Questions

• Delivery time and delivery
• Order
• Payment
• Returns & Refunds
• Warranty

[1] Delivery time and delivery

What is the delivery time?
The delivery time is on average 1 working day. Please take into account possible delays at the post, depending on the workload.
Ordered before 23:30 = delivered within 1-2 working days (Netherlands).
Ordered before 10pm = delivered within 1-2 working days (Belgium).
Ordered before 10pm = delivered within 1-2 working days (France).

What are the shipping costs?
For orders over €50.00, shipping is free . These amounts include VAT. For every completed order under €50.00, a contribution of €4.95 will be charged for Dutch shipments as a contribution to the shipping and packaging costs, regardless of the size and weight of your package.

For shipments to Belgium €4.95.
For shipments to France €7.95.

When will I receive my order?
In the order confirmation that you receive from us via e-mail, you will find the expected delivery date of your order. We deliver all items in 1 package, so the item with the longest delivery time applies to the entire order. Of course we do our best to get your order to you as soon as possible. As soon as we have given your order to PostNL, you will receive an e-mail from us with a Track & Trace code . It is also possible that your address has not been entered correctly, in which case you will receive a message about this and you can adjust the address yourself on the Track & Trace page.

If the expected delivery time has not yet passed, does it make sense to contact itsOkay customer service for a status update?

If the expected delivery time has not yet passed, the shipment will normally still be on its way to you. If the shipment is unexpectedly offered to you earlier than you expected (while you were not present) and no new delivery attempt has been announced by the carrier, you must contact the carrier and/or itsOkay as soon as possible, so that the shipment can be offered again or can be picked up by you at the carrier's collection point.

My Track & Trace code does not work
We always send a Track & Trace code. The Track & Trace code of the package only works after the package has been scanned at PostNL in the distribution center.

Didn't receive a Track & Trace code? Check which email address you entered when ordering.

More information about shipping and delivery: click here .

How do I order something on itsOkay.nl?
It is very easy to order items on itsOkay.nl. Click on the button "in shopping cart" to place the item in your shopping cart. You can find the shopping cart at the top right of the page. Click on the arrow to view the items in your shopping cart. Choose "continue shopping" to add more items to your shopping cart. Done shopping? Then click on the arrow, click on the button "ik ga bestellen" and go through the steps.

If you have an itsOkay account you can log in with your email address. If you don't have an account yet, you can create one during the checkout process or checkout as a guest.

Can I change my order?
When ordering, you can remove or add items to your shopping cart. Once the order is completed, you can no longer make changes.

I get the message "An iDeal transaction is still being processed", what now?
This is a message from iDeal to prevent an order from being paid twice. It works as follows: If you go to the payment process and then go back to the itsOkay site, the internet browser will save your payment session. When you go back to this payment process, iDEAL will see this as if you are going to pay for the 2nd time.

What now? This page will remain active for approximately 90 minutes. You can choose to wait 90 minutes, but a faster option is to return to www.itsokay.nl and delete the cookies . The 3rd option is to place the order again via a different internet browser.

The following payment methods can be used at itsOkay.nl:

• iDeal: ABN Amro, ASN Bank, ING, Rabobank, SNS Bank, RegioBank, Triodos Bank, Van Lanschot Bankiers, Knab, bunq.
• Bancontact, Sofort, KBC and Belfius (for Belgian account holders)
• Credit card (VISA and Mastercard)
• PayPal

How can I return an item?
You can return ordered items within 30 days of receipt. Read more about returns here .

When will my money be refunded?
We will refund you within 14 days of cancellation using the same payment method or account you used to pay for the order.

Return costs
You can return cheaply via our portal. Returning yourself via PostNL usually costs €7.95 and is a lot of hassle. If you do this via our portal it is only € 5.45 because we pay a part for you!

> Return Send <

Items you cannot return:
- Digital gift cards
- Physical gift cards and vouchers
- Used items or items whose packaging is damaged

I am owed money by itsOkay, but have not received anything yet?
If you have returned something to itsOkay or cancelled an order, we will refund you the amount via the payment method you selected during the ordering process. You will be refunded to the account you paid with. Check your account carefully before contacting us if you believe the amount has not yet been refunded.
It will take up to 14 days for the money to be back in your account. Please note: the sender of the refund can also be Ingenico. If you have not received anything after 14 days, please contact customer service.

My product broke, what now?
Even the best material can break. If you want to have an item repaired or make a warranty claim, please contact our customer service . Make sure the product is unused when you return it.

Warranty
Despite our efforts to deliver the best quality products, it may happen that you are not completely satisfied with the delivered product. The statutory warranty provisions apply to all our deliveries. This statutory warranty means that a product must do what you as a consumer can reasonably expect from it. Do you have a problem with one of our products? Please let us know so that we can look for a suitable solution for repair, replacement or refund if repair or replacement is no longer possible. This warranty and non-conformity include, in addition to defects, factory warranties, transport damage and defects upon receipt, also incorrect deliveries.

I received an incorrect or damaged item. What should I do now?
If an item has been delivered incorrectly or the item is damaged, please contact our customer service via info@itsokay.nl. Our customer service is available Monday through Friday from 09:00 to 17:00.