A question about your order, a parcel that is taking longer than expected, or something that arrived damaged? Tell us and we will sort it out. You get a person on the line, not a menu.
How to reach us
- Phone 088 - 077 2950 - Monday to Saturday from 08:00 to 21:00, Sunday from 10:00 to 18:00.
- Email [email protected] - we reply within one working day, usually the same day.
- WhatsApp 088 - 077 2950 - handy for a photo of a damaged parcel.
Keep your order number at hand so we can look into it straight away. It is in your confirmation email and starts with SM.
Where is my parcel?
As soon as your parcel is handed to SparrowShipment you receive a tracking number by email. Use it to follow the shipment on the SparrowShipment tracking page, right up to the moment of delivery.
If your order is sent in more than one parcel, each parcel gets its own number and they may arrive on different days. You pay for shipping only once.
Something is wrong with my order
- Arrived damaged. Send us a photo of the item and of the packaging. We send a replacement or refund the amount, whichever you prefer.
- Something is missing. First check whether it is in a second parcel. If it is not, we fix it straight away.
- Wrong item received. Let us know; we collect it and send the right item at no extra cost.
Returns
You have fourteen days to change your mind. How that works and what it costs is explained on Returns and right of withdrawal.
Payment
You can pay by card, iDEAL, Bancontact, Apple Pay or Google Pay. Payments are handled securely by Stripe; we never see your card details.
Changing or cancelling an order
As long as your parcel has not been handed to the carrier, you can cancel the order yourself under My account. If it is already on its way, call or email us; we can often still have the shipment redirected or brought back.