Frequently asked questions
Welcome to our FAQ. Click on a category to quickly find an answer.
Order
Until what time can I order?
You can order until the following times for same evening shipping:
PostNL: before 8:30 PM
DHL: before 6:30 PM
UPS: before 7:30 PM
If you order on time, we will ship your package the same evening. Also check the shipping rates.
Can I add a product to my order?
No, unfortunately it is not possible to add anything to an existing order. Orders cannot be combined. If you want to order additional products, we advise you to place a new order.
Can I track my order?
As soon as your order leaves our warehouse, you will receive a Track & Trace link to easily track your package. You can find this link:
• In the order confirmation that we send via email.
• In your personal dashboard under the Track & Trace section.
Do you have questions about the status of your shipment? Feel free to contact us.
Can I cancel my order?
No, unfortunately it is not possible to cancel an order that has been placed. However, you have the following options:
• Refuse delivery of the order: You can return the order directly to the delivery person.
• Return after receipt: Simply send the order back after you have received it.
For more details about the return process, check our section Returns.
Can I pick up my order? And until what time?
Yes, you can pick up your order from us from Monday to Friday. The pickup time depends on when you place your order:
• Ordered before 8:30 PM (Mon-Fri): pickup the next day from 9:00 AM.
• Ordered after 8:30 PM (Mon-Fri): pickup the next day from 12:00 PM.
• Ordered on Sunday before 4:30 PM: pickup on Monday from 9:00 AM.
Please note! Pickup is not possible on Saturday.
Want to make sure your order is ready? Keep an eye on your email with the confirmation.
Delivery
Where is my order?
If your order is taking longer than expected, there may be several reasons for this. Please contact our Support department so we can look into this for you.
Depending on the shipping method you selected, we will take the appropriate action based on the carrier's terms. We are happy to assist you further!
My package is damaged, what now?
Is your package damaged upon arrival? Please report this within 24 hours, including a photo of the product, the packaging, and the box, along with your order number.
You can report it via email or WhatsApp.
Once we’ve received your report, we’ll immediately look for a suitable solution!
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.
Can I pay on delivery? (Cash on delivery)
Yes, you can pay upon delivery if you choose UPS. Please note the following conditions:
• Payment upon receipt is made directly to the delivery person.
• This option is only available for orders of €200 or more.
• An additional fee of €15 will be charged, on top of the standard UPS shipping costs.
Would you like to use this payment method? Then select payment upon delivery via UPS at checkout.
What if my order (or part of it) cannot be delivered?
If a product from your order is not available, you have the following options:
• Wait until the product is back in stock.
• Receive store credit equal to the value of the undelivered product.
• Refund of the purchase amount.
We will contact you as soon as we know that a product cannot be delivered, so you can make a choice.
Returning
What should I do if I have received a defective product?
Did you receive a defective product? Please report it within 24 hours via our RMA system and include clear photos of the damage. This way, we can process your return request as quickly and accurately as possible.
Note: Please take our RMA conditions into account. You can find them here: RMA conditions.
Once you’ve submitted your return request, we’ll inform you about the next steps.
Can I send multiple RMAs in one box?
Yes, you can send multiple RMAs in one box. However, make sure that all packing slips are included in the box so that our RMA department can process the return correctly.
Note! This is not possible if your RMAs contain batteries and you are returning them with DHL or UPS. In that case, the returns must be shipped separately.
Where can I find my RMAs?
You can easily find your RMAs in your personal Foneday dashboard. Log in to your account and go to the RMA overview to view the status and details of your returns.
Why was my RMA rejected?
There can be various reasons why your RMA has been rejected. The specific reason is clearly indicated with your RMAs in your personal Foneday dashboard.
Do you have any questions about the rejection? Please feel free to contact our Support department. We are happy to assist you!
How long does it take to receive my refund for an RMA?
• Store credit: This will be visible in your account as soon as the RMA is processed.
• Credit (refund): The amount will be refunded to the bank account we have on file within 5 business days.
Do you have questions or comments about your refund? Feel free to contact us. We are happy to help you!
How can I get the rejected products back?
You can retrieve your rejected products by going to rejected items in your Foneday dashboard. There, you’ll see an overview of all products that were rejected and are still at our location. From there, you can take the next steps to have them returned to you.
Payment
Where can I find my invoices?
You can easily find your invoices in your personal Foneday dashboard. Log in to your account and go to the invoice overview to view the status and details of your return shipments.
Tip: Use the date filter in the top-right corner of the dashboard to search more efficiently. By default, it is set to the last quarter. Want to view invoices from another period? Adjust the filter to the desired quarter.
My store credit has disappeared, how is that possible?
No worries! It may sometimes happen that your shopping credit is temporarily reserved for a payment attempt you initiated. Our system is well secured, and your shopping credit will automatically return when the payment attempt expires (usually after 15 minutes). If it takes longer than 24 hours for you to see your shopping credit again, please feel free to contact our Support department. We are happy to assist you!
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!
Product
What can I do if I can't find a product?
If you cannot find a product, please feel free to contact our Support department. We are happy to assist you and can provide you with more information about the availability of the product.
When will (product name) be back in stock?
The delivery times of our products are indicated on our webshop. If you have any questions about the availability of a product, our Support team is ready to assist you!
