Frequently Asked Questions

1. What is the estimated delivery time?

The estimated delivery time depends on the location where the ordered product is in stock.

In stock at our local warehouse:

If the product is available in our local warehouse, you will generally receive your order within 1-2 business days.

In stock at an external warehouse:

If the product needs to come from one of our other warehouses, the estimated delivery time is generally 4-9 business days.

Temporarily out of stock:

If a product is temporarily unavailable in our warehouses, the item has usually already been reordered from our supplier. In that case, the delivery time can be up to approximately 3-4 weeks.

In exceptional situations, delivery may take longer. The maximum estimated delivery time is 30 business days.

2. What can I do if my order is delayed?

Have you received a track-and-trace code, but the status is not yet set to ‘Received by PostNL’? Then your order is still in the processing phase, and the package has not yet been officially received by PostNL.

If the status is set to ‘Received by PostNL’, but the package has not yet been delivered, please check the current information in the track-and-trace. Please note that delays can sometimes occur with the carrier.

If the estimated delivery time has passed or the shipping status has not been updated for several business days, please contact us at info@carryquest.nl. Please include your order number so that our customer service can investigate the status of your order.

3. Can I return my order?

Yes, you can initiate a return procedure within 30 days of receipt.

The item must meet the conditions of our return policy. For example, the item must be unused and unwashed, and the original labels and packaging must be intact.

The return costs are borne by the customer. For all conditions and instructions, please view our return policy.

4. Which payment methods do you accept?

You can pay for your order safely and easily using one of the payment methods below:

• iDEAL
• Google Pay
• Apple Pay
• Shop Pay
• Visa
• Mastercard
• Maestro
• American Express
• UnionPay

5. When will I receive my track-and-trace code?

As soon as an employee processes your order, the shipping label will be created. You will then receive your track-and-trace code by email.

Receiving the track-and-trace code does not yet mean that the package has been handed over to PostNL. Your order has actually been shipped once the status is updated to ‘Received by PostNL’.

6. Can I cancel my order?

Would you like to cancel your order? Please contact us as soon as possible at info@carryquest.nl and include your order number.

Cancellation is free of charge as long as the order has not yet been processed or handed over to PostNL. If the package has already been handed over, you can return it after receipt according to our return policy.

7. What should I do if I receive a damaged, incorrect or incomplete item?

Please contact us, preferably within 24 hours of receipt, at info@carryquest.nl.

Please include:

• your order number;
• a brief description of the problem;
• clear photos of the item;
• photos of the packaging and, if applicable, the shipping label.

Our customer service will review your report and contact you as soon as possible with a suitable solution.

Contact details: