Frequently Asked Questions

  • Delivery time and delivery
  • To order
  • Payment
  • Returns & Refunds
  • Guarantee

[1] Delivery time and delivery

What is the delivery time?
The delivery time is on average 1 working day. Please take into account possible postal delays, depending on crowds.
Ordered before 11:30 PM = delivered within 1-2 working days (Netherlands).
Ordered before 10 p.m. = delivered within 1-2 working days (Belgium).

What are the shipping costs?
Shipping is free for orders over €50.00 . These amounts include VAT. For every completed order under €50.00, €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 Belgian shipments €4.95.

When do I receive my order?
In the order confirmation that you receive from us by email, 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 will do our best to get your order to you as quickly as possible. As soon as we have submitted your order to PostNL, you will receive an email from us with a Track & Trace code . It may also be that your address has not been entered correctly, in which case you will receive a notification and you can change 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 expired, the shipment will normally still be on its way to you. If the shipment is unexpectedly presented 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 resubmitted or collected 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.

Did you not have a Track & Trace code? Then check which email address you entered when ordering.

More information about shipping and delivery: click here .

[2] Order

How do I order something on itsOkay.nl?
It is very easy to order items on itsOkay.nl. Click on the "Add to Cart" button to place the item in your shopping cart. You will 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 "I'm going to order" button 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 ordering process or check out as a guest.

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

I get the message "An iDeal transaction is still being processed", what now?
This is a notification from iDeal to prevent an order from being paid twice. It works as follows: If you go to the payment process and then return to the itsOkay site, the internet browser will save your payment session. When you go to this payment process again, iDEAL sees this as if you are paying 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.

[3] Payment

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

[4] Returns & Refunds

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 within 14 days of cancellation via the same payment method or account with which you paid for the order.

Return costs
You can return cheaply via our portal. Returning it 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 will partly pay for you!

> Send Return <

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

I am owed money from itsOkay, but have not received anything yet?
If you have returned something to itsOkay or canceled an order, we will refund the amount via the payment method you chose during the ordering process. You will be refunded to the account you paid with. Please check your account carefully before contacting us if you believe the amount has not yet been refunded.
It takes no more than 14 days before the money is back in your account. Please note: the refund sender may also be Ingenico. Have you not received anything after 14 days? Please contact customer service.

[5] Warranty

My product is broken, what now?
Even the best material can break. If you would like to have an item repaired or make a warranty claim, please contact our customer service . Make sure the product has not been used when you return it.

Although we make every effort to provide you with the best quality products, it may happen that you are not completely satisfied with the delivered product. The legal warranty provisions apply to all our deliveries. This legal guarantee means that a product must do what you as a consumer can reasonably expect from it. So do you have a problem with one of our products? Please let us know so that we can look together for a suitable solution for repair, replacement or refund if repair or replacement proves to be no longer possible. This warranty and non-conformity include, in addition to defects, manufacturer's warranties, transport damage and defects upon receipt, also incorrect deliveries.

I have 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 at info@itsokay.nl. Our customer service can be reached Monday to Friday from 9:00 AM to 5:00 PM.


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