EN
Here you'll find the most frequently asked questions by main category.
If you have a question that isn't listed, please feel free to contact our support department. They're ready to help you get your repair done as quickly as possible!
Order
Until what time can I order?
If you order before the times below, we will ship your order that same evening.
PostNL: before 8:00 PM
DHL: before 5:30 PM
UPS: before 7:30 PM
If you order on time, we will ensure that your package is processed and shipped that same evening. Also see our shipping rates for more information.
PostNL: before 8:00 PM
DHL: before 5:30 PM
UPS: before 7:30 PM
If you order on time, we will ensure that your package is processed and shipped that same evening. Also see our shipping rates for more information.
Can I add a product to my order?
It is often not possible to add products to an existing order because it may have already been packed or shipped. If it is possible to add something to a previous order because it has not yet been packed, this will be clearly indicated during the checkout process.
If you do not see an option to add products to a previous order, please place a new order. This way, we ensure together that every order is processed correctly and without delay.
If you do not see an option to add products to a previous order, please place a new order. This way, we ensure together that every order is processed correctly and without delay.
Can I track my order?
As soon as your order leaves our warehouse, you'll receive a Track & Trace link to easily track your package.
You'll find this link:
Do you have any questions about the status of your delivery? Feel free to contact us. We'll look into it with you.
You'll find this link:
- In the shipping confirmation email we send you.
- In your order overview under orders in your personal dashboard.
Do you have any questions about the status of your delivery? Feel free to contact us. We'll look into it with you.
Can I cancel my order?
Cancelling an order is not possible. However, you do have the following options:
More information about the returns process can be found under Returns.
- Refuse the order upon delivery: You can return the package directly to the delivery person.
- Return it after delivery: Return your order after receiving it.
More information about the returns process can be found under Returns.
Can I pick up my order? What's the latest time?
Yes, you can pick up your order from us Monday through Friday. The pickup time depends on when you place your order:
- Ordered before 8:00 PM (Mon-Fri): pick up the next day starting at 9:00 AM.<\/li>
- Ordered after 8:00 PM (Mon-Fri): pick up the next day starting at 12:00 PM.<\/li>
- Ordered on Sunday before 4:30 PM: pick up on Monday starting at 9:00 AM.<\/li>
<\/ul>
Pickup on Saturday is not available.
Once your order is ready, you will receive a confirmation email. Please keep an eye on it.
Delivery
Where is my order?
Is your order taking longer to arrive than expected? This could be due to several reasons.
Please contact our support department, and we'll look into it for you right away.
Depending on the shipping method you choose, we'll take the appropriate action in accordance with the carrier's terms and conditions. We'll keep you updated.
Please contact our support department, and we'll look into it for you right away.
Depending on the shipping method you choose, we'll take the appropriate action in accordance with the carrier's terms and conditions. We'll keep you updated.
What should I do if my package is damaged?
How can I change my delivery address?
Want to add a new delivery address or update an existing one? Go to your personal dashboard and open the address book to manage your information.
Note: Have you already placed an order and want to change the delivery address? This is only possible if your order hasn’t been shipped yet. In that case, please contact our Support team as soon as possible. They’ll be happy to check if a change is still possible.
Note: Have you already placed an order and want to change the delivery address? This is only possible if your order hasn’t been shipped yet. In that case, please contact our Support team as soon as possible. They’ll be happy to check if a change is still possible.
Can I pay on delivery? (Cash on delivery)
Yes, you can pay upon delivery if you choose UPS.
Please note the following conditions:
Would you like to take advantage of this? Select "Pay upon delivery via UPS" during checkout.
Please note the following conditions:
- Payment is made upon receipt, directly to the delivery person.
- Only available for orders over €200.
- A surcharge applies on top of standard UPS shipping costs.
Would you like to take advantage of this? Select "Pay upon delivery via UPS" during checkout.
What happens if my order (or part of it) is not delivered?
Is a product in your order unavailable? We will refund the product's value via store credit.
Would you prefer a different solution? Please contact our support department. We're happy to help you find the best solution.
Would you prefer a different solution? Please contact our support department. We're happy to help you find the best solution.
Returning
What should I do if I have received a defective product?
Please report the defect within 24 hours via email or WhatsApp and attach clear photos of the product, the damage, the packaging, and the box.
This allows us to quickly and thoroughly review your report.
Please note our return policy . After you report the defect, we will let you know how we will proceed.
This allows us to quickly and thoroughly review your report.
Please note our return policy . After you report the defect, we will let you know how we will proceed.
How can I request an RMA?
You request your RMA via New RMA under Returns in your dashboard.
Where can I find my RMAs?
You can find your RMAs under returns in your personal dashboard.
Log in to your account and go to the RMA overview. There you will see the status and details of your returns.
Log in to your account and go to the RMA overview. There you will see the status and details of your returns.
Can I return multiple RMAs in one box?
Yes, you can send multiple RMAs in one box.
Make sure all packing slips are included in the box. This allows our RMA department to process the return correctly and without delay.
Please note: If your RMAs include batteries and you are shipping with DHL or UPS, these shipments must be sent separately.
Make sure all packing slips are included in the box. This allows our RMA department to process the return correctly and without delay.
Please note: If your RMAs include batteries and you are shipping with DHL or UPS, these shipments must be sent separately.
Why can't I return batteries?
Batteries cannot be returned using our standard shipping labels. Returns are processed by carrier, and strict safety regulations apply to air transport.
According to current IATA guidelines, shipping certain batteries by air is prohibited.
Does your RMA include batteries? Please report this to us separately. We will then inform you of the appropriate next steps.
According to current IATA guidelines, shipping certain batteries by air is prohibited.
Does your RMA include batteries? Please report this to us separately. We will then inform you of the appropriate next steps.
Why was my RMA rejected?
There can be several reasons why an RMA is rejected. You can find the specific reason in your dashboard under the relevant RMA overview.
Do you have any questions about the assessment? Feel free to contact us. We're happy to assist you.
Do you have any questions about the assessment? Feel free to contact us. We're happy to assist you.
What can I do if my RMA has been rejected?
If your RMA is rejected, the product will be returned to you through the Foneday dashboard under Rejected Items.
The product will be shipped to you by insured and registered mail.
The product will be shipped to you by insured and registered mail.
How long does it take to receive my refund for an RMA?
- Store credit immediately visible in your account.
- Refund credited back to your bank account within 5 business days.
Do you have any questions or comments about your refund? Feel free to contact us. We're happy to assist you!
Payment
Where can I find my invoices?
You can easily find your invoices in your personal dashboard.
Log in to your account and go to Invoices to view the status and details of your payments.
Tip: Use the date filter to narrow your search. By default, it's set to the last quarter. Want to view a different period? Adjust the filter to the desired timeframe.
Log in to your account and go to Invoices to view the status and details of your payments.
Tip: Use the date filter to narrow your search. By default, it's set to the last quarter. Want to view a different period? Adjust the filter to the desired timeframe.
What should I do if my shop credit is incorrect?
Don't worry! Your store credit may be temporarily reserved due to an uncompleted payment attempt. When a payment attempt expires (usually after 15 minutes), the amount will be automatically released.
Is your store credit still unavailable after 24 hours? Please contact our support department. We'll look into it for you right away.
Is your store credit still unavailable after 24 hours? Please contact our support department. We'll look into it for you right away.
What payment methods are accepted?
You can pay safely and easily with the following payment methods:
✅ Apple Pay
✅ iDEAL
✅ Credit card (Visa, Mastercard)
✅ PayPal
✅ KBC
✅ Belfius
✅ EPS
✅ Przelewy24
✅ Satispay
✅ Bancomat Pay
✅ Pay by Bank
Choose the payment method that suits you best during checkout. If you have questions about a specific payment method, feel free to contact our Support department!
✅ Apple Pay
✅ iDEAL
✅ Credit card (Visa, Mastercard)
✅ PayPal
✅ KBC
✅ Belfius
✅ EPS
✅ Przelewy24
✅ Satispay
✅ Bancomat Pay
✅ Pay by Bank
Choose the payment method that suits you best during checkout. If you have questions about a specific payment method, feel free to contact our Support department!
Product
What can I do if I can't find a product?
Can't find a product? Contact our support department. We'll immediately check availability and inform you about any alternatives or expected delivery times.
When will a specific product be back in stock?
You can find the current delivery time and availability on the product page in our webshop. If there's no expected date listed, or if you have any further questions, please contact us.
