Frequently Asked Questions
On this page, you'll find the most frequently asked questions and solutions. Simply start by clicking an appropriate category from below. Alternatively, you can also start by searching the FAQ. Could not find the answer you were searching for? No worries, we got you covered. Please create a new support ticket and we’ll get back to you.
help for product shipping
questions:
- What is the estimated time of arrival (ETA) of my order?
- What do these shipment details mean?
- What is the status of my order?
- What happens if the shipping company wasn’t able to deliver my package?
- Where can I find my track and trace number?
- Which countries do you ship to?
- Can I cancel my order when it's being shipped?
- Processing, Handling and Shipping
- When will my order be shipped?
- Can I pick up ordered items from your warehouse?
What is the estimated time of arrival (ETA) of my order?
Pending OrderYour order has been processed and now awaits picking. Some of your items may be coming in from one of our suppliers. When it says Pending it almost always means we are waiting for parts to come in. If we have received delivery to warehouse dates from our suppliers, these will be shown as expected dispatch date.
Picking OrderOur warehouse staff is picking your order. Your order will most likely be shipped the same day. Once the order is invoiced it cannot be cancelled anymore. An e-mail with a track and trace link will be sent after by the shipper and us. Also we will send you the invoice by a separate e-mail.
Invoiced
The invoice for the shipment has been prepared and your order has been shipped. Your order cannot be cancelled anymore. Check the invoice for exception codes. Please check here for more explanation: After Sales Customer Service
CancelledYour order has been cancelled. Expect the refund to be visible on your bank account within a few days after completion&shipment of all your orders.
What do these shipment details mean?
On your order status page you’ll find an actual status of the shipment. The details you can find are:
Estimated Shipping DateOur local time for sending the parcel. Note that this is an estimate and may differ from the actual dispatch time.
Dispatched / Shipping DateDate when the parcel was sent.
Shipment methodThe shipping company we used to ship your order.
Shipment tracking numberWhen the shipping company supplies a tracking ID, it is possible see the whereabouts of the parcel. The tracking ID is a unique code that identifies your parcel. Orders can be tracked after 17:00 CET on the day of dispatch.
What is the status of my order?
After you placed an order we will update your personal account with all details. All details about your order are listed on your order status page. Including the actual status of your order. When your order has the status Pending it means we are waiting for your items to arrive in our warehouse.
What happens if the shipping company wasn’t able to deliver my package?
The shipping company has a few attempts to deliver your order to your address. If you’re not able to sign for reception, your package will be taken back and is available at the nearest shipping centre or service point. Do notice your package will only be kept there for a maximum of 5 days!
Your order will be returned to CMSNLIn case your package is not picked up from the shipping centre or service point it will be sent back to CMSNL. If this happens, we cancel and refund your order as soon the order has arrived back at our warehouse.
Keep an eye on your track and traceWhen your order is shipped you always receive a track and trace number. Please keep an eye on the expected delivery date and time to prevent returns.
Where can I find my track and trace number?
As soon as we ship your order you will receive a track and trace code from the courier. On your order status page this track and trace number can be found in the details. Also the shipment method can be found here.
Which countries do you ship to?
We ship to almost every country in the world. We are continuously expanding so if your country isn't listed at the moment, please let us know where you would like us to ship to as well.
CountriesAlderney, Andorra, Australia, Austria, Bahamas, Belgium, Bermuda, Bulgaria, Canada, Cayman Islands, China, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, Finland Aland Island, France, Germany, Gibraltar, Greece, Greenland, Guadeloupe, Guernsey, Herm, Hungary, Iceland, India, Ireland, Isle of Man, Italy, Japan, Jersey, Kuwait, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Montenegro, Netherlands, New Zealand, Northern Ireland, North Macedonia, Norway, Poland, Portugal, Romania, Sark, Serbia, Slovakia, Slovenia, South Africa, Spain, Sweden, Switzerland, United Kingdom (UK), United States (USA).
Can I cancel my order when it's being shipped?
Please contact our support desk immediately if you want to cancel your order. Once your order has left our warehouse it can no longer be cancelled.
Processing, Handling and Shipping
We ship to almost every country in the world from our warehouse in The Netherlands. Packages are shipped with FedEx or DHL Parcel. As soon as your package left our warehouse you receive a track and trace code.
When will my order be shipped?
It may occur your items are not in stock in our warehouse. We will order those items from our worldwide suppliers. As soon as your total order is complete at our warehouse we will ship it as one package.
When your order is complete and ready for shipment you will receive a track and trace code via e-mail. The status of your order will always be available in your personal account.
Estimated Dispatch
When our website shows an estimated shipping time, this is the estimated time the parcel will leave our warehouse. So there is an additional transport time, which varies by destination
Can I pick up ordered items from your warehouse?
It's not possible to pick up ordered items from our warehouse. We don't have a front desk where we can receive you. We can only ship it to your address.