FAQ
Here you will find the answers to the most common questions. Is your question not listed, or do you need help? Email us at klantenservice@cantastic.nl!
How do I change my order?
Changing your order is only possible if you have not yet received a shipping confirmation. Please contact us via klantenservice@cantastic.nl to adjust the name or address of your order.
Is my product in stock?
You can see this on the product page, next to the price of the product. Here you will always find the most current stock status of the product.
How can I place an order?
Place your products in your digital shopping cart using the large blue button. Complete the order through the checkout procedure. Would you prefer to speak to a staff member? Send an email to klantenservice@cantastic.nl or WhatsApp us via the homepage!
How do I cancel my order?
You can arrange this yourself by sending an email to klantenservice@cantastic.nl. Cancellation is only possible if your order has not yet left our warehouse. Has your order already been shipped? Then you can refuse it at the door or return it.
How do I change my delivery address for an ongoing order?
Delivery is handled by DHL. Have you not yet received a shipping confirmation? Then contact us via klantenservice@cantastic.nl to change your address. If you have already received a shipping confirmation, you can change your address via 'change delivery' in the DHL Track & Trace. If your package is already too far along in the delivery process, this is unfortunately no longer possible, even through customer service. A notification will appear on your Track & Trace page. You can ask the residents of the incorrect address if you can pick up the package there, or ask them to refuse the package. Your order will then be returned to Cantastic and you will receive your refund within 5 days.
What should I do if I haven't received my package?
There are a few things you can do.
1. Check the Track & Trace code of your package
You can find this in your shipping confirmation. Check via this link if the delivery time window has shifted.
2. Check the delivery address
Is the delivery address you entered correct? Also, check your postal code.
3. Check your email
Did you receive a 'not at home' message? Then the package has been delivered to the neighbors or the courier has scheduled a new delivery time.
Still don't know where your package is?
Please wait a little longer, as your package might be delayed. There is an 80% chance you will still receive it the next day. Have you still not received it after 5 days? Then contact us within 14 days of your original delivery date via email at klantenservice@cantastic.nl. We will be happy to look for a solution together.
If the total order value is higher than €79, the shipping costs of €6.95 will be waived via a discount. Check this during checkout. Additionally, it is possible to pick up your order for free at our warehouse (contact us for the location). Once the order has been processed, you will receive a notification that it is ready in our warehouse. Pickup days are Monday from 8:00 - 20:00, Wednesday from 8:00 - 17:00, and Friday from 8:00 - 17:00.
You have received an email with a Track & Trace code. Did you receive a shipping confirmation, but your Track & Trace code isn't working? It often only starts working on the day of delivery. If your code still doesn't work then, please contact us via email at klantenservice@cantastic.nl.
Yes. During your order, indicate that you want to pick up your package at a DHL point. Then choose a DHL point near you. After you have paid for your order, you will receive a confirmation email when your order has been packed and shipped. Your order will be available for pickup for up to 7 days after the indicated pickup date.
We will, of course, resolve that for you. Send an email to klantenservice@cantastic.nl within 30 days, stating that your product is damaged and that you would like a replacement. Please support this with photos in the email. After consultation, you can return the product and you will receive a replacement product or a refund.
Please wait a little longer. Your order is likely being delivered in multiple packages, and one may be delayed. At the bottom of your Track & Trace page on the DHL website, you can see the status of your order. If your package still hasn't arrived after 5 days, please contact klantenservice@cantastic.nl.
We're very sorry to hear that! You can contact us regarding this at klantenservice@cantastic.nl. We are happy to listen to your story and will work with you to find a solution.
Online you can pay using iDEAL, PayPal, Bancontact, Belfius Direct, KBC, Klarna (Pay Later), Apple Pay, and Credit Card. Payments are processed securely via the Mollie payment platform. You pay for your order in advance or upon collection at the warehouse. Payment at the door is not possible.
Check if the money has been debited. High traffic on our payment platform can sometimes cause a delay in processing. If you haven't received an order confirmation after 1 hour, the quickest way to get help is to contact klantenservice@cantastic.nl. We will then send you the confirmation.
Please also check your spam folder, as the order confirmation occasionally ends up there.
If no money was debited, the payment was unsuccessful. You can then place your order again. We do not process orders without a successful payment, so you don't have to worry about receiving two orders in the end.
As soon as we have processed your return, we will refund you within 5 working days. How quickly the money appears in your account depends on your payment method.
No, on our webshop you can only pay via Mollie. We do not accept cash payments at the door or at the post office.
Once we have shipped your order, we always send the invoice via email as an attachment to your shipping confirmation. If you have just placed the order, please wait until it has been shipped. You will then receive the invoice in the shipping confirmation email.
Yes. When you place an order, the amount is reserved on your credit card. The actual debit is only made after delivery, allowing you to pay after the fact. At Cantastic, you can also pay using Klarna (Pay Later).
This depends on the nature of the complaint. If the product is not defective or broken, and you only want to exchange it because you expected something else, the return costs are for your own account. We will refund the remaining costs of the product and the original shipping costs immediately upon receipt of the returned items. You can pack your product in its original packaging. Please ship your product in a sturdy, well-sealed box.
Use the shipping label received in your email, print it out, and stick it on the box. Don't have a printer? Take the box to a DHL parcel point and pay for the shipping. All returns can be sent to Vogelplantsoen 155, 6951HX, Dieren, The Netherlands. You can also bring your products back to our warehouse.
Yes. As soon as you start the checkout process, you enter a secure internet environment. This ensures others do not have the chance to intercept your data. Your transaction details are sent encrypted via an SSL connection. You can recognize a secure SSL connection by the padlock icon in your browser.