Shipping policy
Shipping & delivery
At a glance
| Ships from | The Netherlands |
| Carrier | DHL, fully tracked |
| Order cutoff | 16:00 CET on business days |
| Dispatch | Same business day before cutoff, next business day after |
| Weekends | We don't dispatch on Sundays |
| Packaging | Discreet outer box, no branding on the outside |
Dispatch
Orders placed before 16:00 on a working day go out the same day. Orders after that, or at the weekend, go out the next working day. You get a tracking link by email as soon as the label is made.
Everything we sell is in stock in Utrecht. If something is not, the product page says so before you buy.
Rates and delivery times
Prices below are in euros. At checkout you will see the amount in your own currency.
| Where | Delivery | Shipping | Free over |
|---|---|---|---|
| Netherlands | 1–2 business days | €5.95 | €75 |
| Austria, Belgium, Czechia, France, Germany, Ireland, Luxembourg | 2–3 business days | €12.95 | €150 |
| Sweden | 2–3 business days | 149 kr | 1690 kr |
| Rest of Europe | 3-6 working days | €19.95 | €250 |
Delivery times are estimates from the carrier, not promises. Most parcels arrive at the fast end of the range. A few do not.
Business days are Monday to Friday, excluding Dutch public holidays. In the Netherlands DHL also delivers on Saturdays.
We do not currently ship to Cyprus or Malta. Our carrier does not serve them.
Orders over €1000
Flagship sets go by UPS Express Saver with a signature required on delivery. This is included in the price — there is no surcharge. Someone needs to be there to sign.
Customs and taxes
All prices include VAT. Every country we ship to is inside the EU, so there is nothing to pay on arrival. No customs forms, no handling fees, no surprise bill at the door.
Tracking, and why it sometimes looks stuck
You'll get a tracking link by email the moment your parcel leaves us. Two things about DHL tracking that are worth knowing in advance, because they worry people unnecessarily:
The first scan can take up to 24 hours to appear. Your parcel is moving before the tracking says so.
Tracking does not update over weekends and holidays. A parcel dispatched Friday will often show nothing at all between Friday night and Monday. This is normal and does not mean it's lost.
Cross-border parcels also go quiet during the handover between DHL and the local delivery partner, which can be a day or two of silence in the middle of the journey.
In stock vs ordered in
We're a small specialty shop, not a warehouse. Some items sit on our shelf, and some are ordered from the manufacturer when you buy them. Every product page states which one it is.
- In stock — dispatched same or next business day, as above.
- Ordered in — the product page shows the expected dispatch window, typically 7–14 business days. You'll get an email confirming the date once the order is placed with the manufacturer.
- Custom IEMs (CIEM) — build times are set by the manufacturer and run considerably longer. The product page and your order confirmation will both state the expected timeline.
If a mixed order contains both in-stock and ordered-in items, we ship it complete by default. Mail us if you'd prefer it split and we'll send the in-stock part immediately at no extra cost.
If something goes wrong
Parcels get lost. It is rare, and it is our problem, not yours. Email us with your order number and we will sort it out — either a replacement or a refund, your choice.
If your parcel is marked delivered and you do not have it, tell us within seven days so we can open a case with the carrier while the evidence still exists.
Returns
Returns are covered on our Returns & refunds page. Read it before you order — our earphones carry a hygiene seal, and that changes how returns work.