Orders
How do I know my order was received?
After you place an order, we send a confirmation email to the address used at checkout. If you do not see it, please check your spam/junk folder or contact support.
Where can I find my order number?
Your order number is included in your order confirmation email and related order updates.
Can I change my order after placing it?
Contact support as soon as possible. We will review whether changes are still possible, but updates may not be available once processing or shipping has started.
How can I view my order status?
Use the order status link from your order email. If you cannot access it, contact support and include your order number.
Payment
Which payment methods are accepted?
Available payment methods are shown during checkout. Payments are processed securely via Mollie.
Is payment secure?
Yes. During checkout, payment is handled through Mollie with secure payment processing.
Why is my payment pending or failed?
A payment can be pending or fail for reasons such as bank checks, authentication steps, or temporary provider issues. If your payment does not complete, please try again or contact support.
Will I receive an invoice?
We send an invoice by email when available for your completed order. If you cannot find it, please contact support.
Shipping
Which countries do you ship to?
Shipping availability depends on destination country and active shipping settings. You can confirm available destinations during checkout.
How are shipping costs calculated?
Shipping costs are calculated at checkout based on your destination and order details.
When will my order be shipped?
Orders are prepared after confirmation and payment. Delivery time depends on destination country and carrier processing.
Where can I find tracking information?
If tracking is available for your shipment, we share tracking details after dispatch in your order communication.
Products
Are the products authentic Dutch products?
We focus on authentic Dutch grocery and household products from trusted supply sources.
Are food products returnable?
Because many products are food or grocery items, return options depend on product type, condition, and the specific situation.
What if a product is out of stock?
If an item is out of stock, it may be unavailable for purchase until restocked. You can check again later or contact support for guidance.
Returns and complaints
My item arrived damaged. What should I do?
Please contact support as soon as possible with your order number and photos of the item and packaging when relevant.
I received the wrong item. What should I do?
Please contact support with your order number and clear photos so we can review and help quickly.
An item is missing from my order. What should I do?
Please contact support and include your order number plus a short description of what is missing.
Can I return food or grocery products?
Food and grocery returns are reviewed case by case based on product type, product condition, and food safety considerations.
Contact
How can I contact support?
Use our contact page for support requests. Email support is also available when listed in our store contact details.
What information should I include when contacting support?
Please include your order number, the email used for your order, a short description of the issue, and photos when relevant.
Helpful links
Still need help?
We are happy to help. Email hello@stop-shop.eu or use the contact page. For order issues, include your order number, a short explanation, and photos when relevant.