What payment methods do you accept? In our store, you can use all major credit cards and PayPal.
How secure is my personal information? Our website adheres to the highest industry standards to protect your personal information with the best security solutions. Your credit card information and personal details are encrypted with SSL (secure socket layer technology) during transmission, which is commonly used on the internet for secure payment processing.
My tracking number doesn't work?
90% of our orders have an available tracking number. However, it is possible that your order does not have a tracking number. In that case, please contact us via the contact page on the website if you want to know more about your shipment without a tracking code, and we will do our best to provide you with information! You will receive your tracking number via email within a few days after your order. You can then track your order with the code on our Track Order page. Make sure you have entered the code correctly; the best way to do this is by copying and pasting.
How do I know if my order has been shipped?
When your items are shipped, we will send a notification email to your registered email address and to the phone number you used at checkout. The tracking number is usually available a few days after shipment. You can also check our online order tracking page.
The tracking site says my package has been delivered, but I haven't received it yet?
Sometimes postal services mark an order as delivered when it has reached your local post office, even though you have not yet received your package. In this case, wait a few extra days until your postal service delivers the package to your home, or contact your local post office as they may be holding the item for you.
Do you ship internationally?
Our website ships daily within Europe but focuses on shipping packages within the UK, Netherlands and Belgium as quickly as possible.
How long does it take for my order to be shipped?
All items have a processing time before they are shipped. 99% of orders leave the warehouse within 1-3 days after payment. We will notify you via email when your items have been shipped.
My order has not arrived on time, what should I do?
We certainly don't assume this will happen, but if your items for any reason do not arrive within 15 working days from the purchase date, please contact us via the contact page on the website.
How long does shipping take?
Due to very high demand and the number of orders, it can take 10-15 days for orders to be delivered. However, most orders are delivered within 7-10 days.
How is the package delivered?
This depends on where you live and which product you ordered. The package will be delivered to your home, in your mailbox, or at the local post office with a notification in your mailbox. Most orders can be picked up at your local post office once you have received a notification in your mailbox. This also happens if the mail carrier tried to deliver the package to your home but no one was available to receive it and it could not be left in a safe place.
How much do you charge for shipping? We offer FREE shipping within the UK, Netherlands & Belgium!
What if I receive a damaged or defective product?
If you have received a damaged or defective product from our website, please send us photo or video evidence of the damage, and we will send you a new working item immediately (free of charge, of course). For more information, please refer to our return policy on our website.
I provided an incorrect shipping address / chose the wrong variant! Can I change this?
If this has happened to you, please email us as soon as possible at support@trendwavethenorthsea.com and we may be able to fix it for you. However, we cannot guarantee anything in this case as all our items are usually processed immediately after your order and shipped the same day or the next day. If your order is already in the shipping process, we cannot stop it. In any case, contact us, we want to help you as much as possible. We understand how frustrating it can be to pay for something you can't use. Note: if we cannot cancel the order, we do not provide a refund if you have ordered your products to the wrong address.
My package is stuck at customs, what can I do?
Customs, postal services, and our website are different entities, so we are not liable for delays caused by customs or local postal services and cannot be held responsible for the customs services in your country. Payment of customs fees and taxes is the responsibility of the recipient and is not covered by us. For more information about the fees, please contact your local customs office. If your order is stuck at customs, we recommend contacting customs in your country directly and asking them to release your items.
Can I change my shipping address?
Once you have placed an order, the information goes directly to the shipping department, which needs 1-3 working days to process the order. After that, the shipping department sends the tracking codes to data entry to update the tracking codes and send the shipping confirmation email to the customer. If you need to change your shipping address, please contact our customer service as soon as possible after placing your order, and we may be able to fix it for you. Make sure all the information you provided is correct before placing your order to avoid loss in the mail or other issues. Note: for all customers who provided a different shipping address than their permanent address, we are not responsible for lost or undelivered packages and/or if you have moved from the address you provided us.
