Is it possible to pick up my order instore?
Yes, it is! Click on 'pick up' at checkout and select the Reload store of your choice. You will receive an email as soon as your order is ready.

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.

Shipping to Belgium and Luxembourg is free for orders with a value above €150. Below this amount the shipping costs are €8.75. Shipping costs to other countries within the EU are €12.95.

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

What is the delivery time?
From Monday to Saturday, everything ordered before 5:00 PM will be shipped the same day. We aim to have your order delivered to your home the next working day. We are dependent on our carrier for this, so keep an eye on your track & trace information. Orders placed on Sunday will be delivered on Tuesday. For shipping to Belgium and Luxembourg, an average delivery time is 2 to 3 working days. The estimated delivery time for other countries within the EU are between 2 and 5 working days. Unfortunately, we don't ship outside off the European Union at the moment.

My order is delayed, what should 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 will 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 feedback.

My package is missing, what should 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?
It occur that you are not at home when the carrier wants to deliver your order. Your package will then be delivered to your neighbors, at a PostNL point or a new delivery attempt will be made the next day. Since July 1, 2022, PostNL will no longer leave a 'not at home note' if your package is delivered to the neighbors or a PostNL point. Please keep an eye on your shipment tracking page for all updates or send us an email so we can sort it out.

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. A returns form is included with every order. Complete this and add it to the shipping bag/box.

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. It's also possible to return your items in one of our stores. Please bring your confirmation email and the product to be returned with you and one of our colleagues will be happy to help you!

What are the return costs?
If you decide to return an item to us, you are responsible for the costs. Shipping costs may vary per courier service. We advise you to send your return shipment with track & trace and to keep the shipping receipt in a safe place.

Did you received my shipment?
Keep an eye on your track & trace! We expect to receive your return shipment in our warehouse within 5 working days. 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.