Q: When will my card be charged?
A: Credit and Debit cards are authorized at checkout, but not charged until the order has shipped.
Q: What happens to my order when it contains a pre-order item?
A: Information on pre-orders can be found in the Shipping and Returns section. If anything is still unclear please do send us a message and we would be happy to clarify things.
Q: Why is my order “On Hold”?
A: Depending on your payment method or the contents of your order, an order’s initial status can be “On Hold”. This gives us time to check things out before payment is actually charged. If you don’t get an email message about why your order is “On Hold” and it is in that state for more than 1 business day feel free to reach out for more information.
Q: Can I use a newsletter subscription coupon more than once?
A: No, sorry! The new subscriber coupon is only valid once per household (billing address). We aim to keep our prices low all year round such that this coupon is meant to be a gift from us to you.
Q: How long will you hold my pick-up order?
A: 14 calendar days after the order is processed (see Shipping and Returns for details). As always though, reach out if that won’t work and we can help.
Q: The prices aren’t in the correct currency, how can I change it?
A: The site does its best to automatically assign the correct currency based on your location. You should also get a banner asking if you want to switch from Euros. If something goes wrong, for now the only way you can change your desired currency in the My account page, which does require you to make an account. This is something I’m working on improving however, so apologies if it is effecting you.