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FAQ'S Sustain


How long is the delivery time?
The estimated delivery time is depending on the shipping country. In the Netherlands we deliver the next day, if ordered before 22PM. Check our Shipping Information for the delivery time on your shipping address. As soon as your order has been shipped, you will receive a shipping confirmation.

Where do you deliver?
We ship to all over the world

Is my package insured?
Yes, all our shipments are insured until the moment you receive the package

What if my return is not accepted?
The only reason we won't accept a return is if it contradicts our guidelines. If you send something back to us and we cannot credit you for it, we will not return it  back to the sender. If you would like it shipped back, we will take a Paypal payment for the shipping costs or it will remain in our returns centre for 90 days before being discarded. Shipping costs will vary based on your location.


Can I add items to an order I already placed?
It is not possible to add items to an existing order that you have already placed. After you placed your order, the order will be processed in our warehouse almost immediately. Once you've received your order, you can return the entire order or products you do not want to keep within 14 days. 

I placed an order successfully but I didn't receive a confirmation e-mail yet. What should i do?
After finalizing your payment, you will receive a confirmation e-mail stating your order number and a summary of your order details. In case you didn't receive this e-mail within 2 hours, please contact us to ensure order validity. 

I've added the incorrect shipping address, how do I change it?
Please contact our customer service team as soon as possible to change your shipping address. The shipping address can only be changed before the order has been shipped.

How do I cancel my order?
If you changed your mind about your order, please contact our customer service team as soon as possible. In case your order has not been shipped, we will cancel your order immediatly and your order will be refunded. If your order already has been shipped, unfortunately we can not cancel your order anymore and you have to return your order back to our warehouse.


What are the payment options?
You can pay using Visa, MasterCard, PayPal and iDEAL