Can I also pick up my order?
Yes! At checkout, click 'pick-upt' and select the Reload Store of your choice. You will receive an email as soon as your order is ready for pick-up.

What are the delivery costs?
All orders with a value of €55 or more are shipped free of charge within the Netherlands. For orders under €55, the delivery costs are €5.95.

The following rates apply for shipping abroad:
Belgium & Germany: €8.95 (free from €150)
Other EU countries: €14.95
United Kingdom: €19.95
Rest of the world: €39.95

For customers outside the European Union: Please note that additional customs taxes and duties are not included.

Do you also deliver on weekends?
Yes! During the weekend we only deliver on Saturdays, provided your order is placed on Friday before 5:00 PM (CET). Please note that we are dependent on our carriers. Keep an eye on your track & trace for up-to-date information.

What is the delivery time?
On Monday to Saturday, everything ordered before 5:00 PM (CET) will be shipped the same day. We aim to have your order delivered to your home the next working day. Orders placed on Sunday may take one business day longer. We rely on our carrier, so keep an eye on your track & trace information.

Shipments outside the Netherlands have the following estimated delivery times:
Belgium and Germany - 1 to 3 working days
Other EU countries - 2 to 7 working days
United Kingdom - 2 to 7 working days
The rest of the world - 3 to 20 working days

My order is delayed, what can I do?
We aim to deliver your order within 1 working day. Unfortunately, errors can occur and several factors can influence the delay of your order. Don't worry, our support team is ready to solve this for you as quickly as possible. Send us an email at info@reloadstore.nl. The standard procedure is that we try to check why your order is delayed. If no clarity can be found, we will start an investigation with the carrier to determine where your package is located. This investigation can take up to 8 working days. We will get back to you as soon as we receive any feedback.

My package is missing, what can I do?
If this happens, please let us know as soon as possible by sending an email to info@reloadstore.nl! Standard procedure includes an inquiry with the carrier to see where your package is located. This can take approximately 8 working days.

What happens to my package if I am not at home?
If you are not at home when your order is being delivered your package will be delivered at your neighbors, a local pickup point or a new delivery attempt will be made the next day. Please keep an eye on your tracking page for all updates.

What is your returns policy?
If you are not satisfied with certain items in your order, you have 14 days after receiving your order to return it. Make sure that the product unused, complete and with the original packaging and any price tags and associated attributes. Enclose the completed Returns form with your goods, and return to the following address:

Reloadstore Rotterdam
Zuidplein Hoog 577
3083 BG Rotterdam
The Netherlands

If you don' have a returns form, you can download it HERE

For customers outside of the European Union: when you send your parcel back to us, please mark 'Returned Items' clearly on the outer packaging and make sure that the 'Return Goods' option is ticked on the customs declaration form. This will help prevent any import charges or taxes being applied.

We advise you to send your return shipment with a track & trace so that you have proof of the shipment. Keep the shipping receipt safe, as this is also your return receipt. Reloadstore is not liable for lost returns and missing proof of shipping.

What are the return costs?
We don't currently cover the cost of returns, but we'll do our best to make the process as smooth as possible for you. Shipping costs may vary per courier service. To make sure your return is processed quickly and easily, we recommend using a tracked service and keeping the tracking information handy.

Did you received my shipment?
Keep an eye on your track & trace! As soon as we have received your shipment, you will receive an automatic confirmation by email. We aim to refund the purchase amount within 5 working days. Please note that we can only refund in the same way that payment was made.

Can I exchange an item for something else?
This is certainly possible! Visit one of our stores or send an email to info@reloadstore.nl and we are happy to help you.

What payment options do you have?
At Reloadstore you can pay with iDeal, PayPal, Visa, Mastercard, Bancontact, American Express, Apple Pay and Google Pay.

I accidentally wrote down the wrong address with my order, what should I do?
Have you entered the wrong address? Please call or email our customer service immediately! If you are lucky, your package has not yet been shipped out and we can change the address with our carrier. We will do our utmost to help you, but if the package has already been shipped, there is probably nothing more we can do.

Can I still cancel my order?
It's only possible to cancel your order before it has been shipped out. We process orders quite quickly. If you wish to cancel your order, it is important that you contact us as soon as possible.

I have received a damaged or incorrect product, what should I do now?
Sorry! That is obviously not the intention. We recommend that you contact the support team as soon as possible via info@reloadstore.nl. We ask you to send some photos of the problem and state your order number. We will do our utmost to find a suitable solution.