Customer Service

Coronavirus – Latest Updates

Can I still place an order?

Definitely! We have ensured that our colleagues who pack your orders do it in accordance with the safety guidelines of the National Institute of Public Health (RIVM), so that we can simply delight you with your purchases. Furthermore, we have extended our return period from 14 to 30 days (more information can be found at the bottom of this page).

When can I expect my order?

We do our utmost to deliver your order within our usual delivery period (1 to 2 working days in The Netherlands & Belgium, 2 to 3 working days in the rest of Europe). As soon as we have transferred your order to DHL, you will receive a track and trace code by email.

For up-to-date information about parcel delivery, we recommend that you take a look to the DHL website. Click here for the current DHL Corona FAQ, where you will see that DHL still delivers packages, with the necessary precautions in order to prevent contamination.

How can I return my order if I am in quarantine? / I am unable to return my order. What should I do?

The safety and health of our customers is very important to us, therefore we have extended our return period from 14 days to 30 days. This period starts the day you receive your order. We hope to give all customers the opportunity to return their orders. Once we have received your returned items, we will try to process them as soon as possible. Due to our Corona policy, this might take longer than you are used to. We apologise for the inconvenience!

What about my Klarna invoice when I can't return my items?

When you have chosen Klarna as your payment method and you are not able to return your order, we advise you to inform Klarna on their website or app that you will return your order. Klarna then makes sure that your invoice is paused. That way you give yourself enough time to return your order, without having to worry about your invoice. You can find more details on how to do so here.

"I returned my order but haven't heard from Otrium yet"

As soon as we have received your return, we try to process your return as soon as possible. Due to our Corona policy, this may take longer to get used to and can take up to 2 weeks. We apologise for this inconvenience.

 

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