Frequently Asked Questions
Order & Checkout
Your shopping cart is at the top right of the website. If you click on the shopping bag symbol, your cart will pop up and you can choose to continue shopping or head to check-out.
If an item is out of stock, you will see the 'add to cart' button greyed out on the product page. You won’t be able to add the item to your cart. The date when we expect this item to be back in stock is mentioned below the 'add to cart' button.
All prices are listed with VAT included. However, additional transport fees may apply.
We currently only ship within the mainland of the EU.
Credit and Debit Card: MasterCard, Maestro, VISA, American Express, Bancontact/MrCash Online Banking: iDEAL, SOFORTbanking.
During check-out the accepted options for your country are listed as a choice.
You will be offered the possibility to use a different billing address during checkout.
You will be offered the possibility to apply a discount code during check-out. Enter the code and click on the arrow next to it to apply. The discount will be applied immediately. Make sure you meet all conditions (e.g. minimum order value) to qualify for the discount. Every discount code can be applied once. You can only apply the code during the order process and cannot apply the code after placing an order.
When you place an order on our website, you will always receive confirmation by email, informing you about the total amount of your order and all other payment information. If you haven’t received an email within an hour, check your spam folder. Still didn’t receive an email from Trixie? Please get in touch with us by sending an e-mail to hello@trixie-baby.com. We will confirm whether your order has been received or not.
We’ll keep you updated via email and we’ll send the tracking number as soon as your order ships so you can check the status and see when it will arrive.
We use a real-time connection with our warehouse which allows us to process and ship your order as quickly as possible. Unfortunately, it is therefore not possible to cancel your order.
We use a real-time connection with our warehouse which allows us to process and ship your order as quickly as possible. Unfortunately, it is therefore not possible to make any changes to your order.
We do everything we can to show the stock levels of our products in real-time. This means you can be sure that all products offered on this website are actually on stock. If in any unexpected case, it does happen that an ordered item is not on stock, our support team will contact you as soon as possible with a suitable solution.
We also sell Trixie products to online and offline shops. To become a retailer of our products, please fill out the contact form on our ‘become a retailer (B2B)’ page.
Delivery
Our shipping costs are calculated automatically at the check-out. You can find more information on transport fees on our ‘transport & shipping’ page.
We currently only ship within the mainland of the EU. For a complete list of all countries we ship to, please check our ‘transport & shipping’ page.
All orders placed before 4pm CET on a working day will be processed and shipped the same day. All orders received after 4pm CET will be processed and shipped the next working day. As soon as your order has been shipped, you will receive an email with the Track&Trace number of your package.
We do our utmost to process your order as soon as possible. Once the parcel leaves our warehouse, it will be delivered within 1-2 days in Belgium. The delay for the Netherlands, Luxembourg, Germany and France is 2-4 days. Shipments within the rest of Europe take 4-5 days. Trixie cannot be held responsible for any delays caused by the forwarder or courier.
As soon as your order has been handed over to our delivery partner, you will receive an email with a shipping confirmation and tracking information. Don’t forget to check your spam folder! Still have a question? Email us at hello@trixie-baby.com.
We are sorry to hear your order arrived incomplete! Please send us an email at hello@trixie-baby.com with the following details :
- Full name
- Order number
- Missing products
If you suspect that your package has been opened before, or has been damaged during transport, please make photos and send them along with your email.
We are sorry to hear you didn’t receive your order! Trixie is not responsible for lost or stolen shipments. You will have to file a claim with the carrier. Once your claim has been filed, please contact us directly at hello@trixie-baby.com with information regarding your situation and we will do our best to find a suitable solution.
If you receive a damaged product, we will either send you a replacement or provide a refund for the product. Please contact us at hello@trixie-baby.com within 7 days after receiving your parcel and include pictures of the damaged product.
It is not possible to collect your package at our warehouse.
Returns & Exchanges
Unfortunately it is not possible to exchange a product. You can return the item(s) following the general instructions and place a new order on our webshop. For more detailed information, please consult our 'warranty & returns’ page.
Returning a product is possible within 14 days after receiving the parcel. The product needs to be returned in the original packaging with all labels still attached and the transport fee for returning the parcel will be at your own expense. For more detailed information, please consult our ‘warranty & returns’ page.
Product questions
We strive to have as many products available as possible at all times. Nevertheless, it may happen that an item is temporarily out of stock. You will then see the 'add to cart' button greyed out on the product page. You won’t be able to add the item to your cart. The date when we expect this item to be back in stock is mentioned below the 'add to cart' button.
Due to various minor improvements of the product, digital photography, and dye lot variations, we cannot guarantee that the colour you see on your screen is an exact replica of the product. We strive to show our products as accurately as possible, but screen images are intended as a guide only and should not be regarded as absolutely correct. If you want to see the exact colour of a product, you can always visit one of our retailers offering this product in your area by clicking on ‘Where to find it?’.
You can find our products in many shops worldwide. To find the closest retailer in your region, have a look at our ‘points of sale’ page.
We are sorry to hear your Trixie product has a defect! Please send us an email at hello@trixie-baby.com with the following details so our support team can help you further :
- Order number (or receipt if bought elsewhere)
- Purchase date
- Description of the defect
- Picture/video of the defect
My account
Your username is your email address. If you don’t remember your password, click on ‘Forgot your password’. You will automatically receive an email to reset your password. If you didn’t receive the email, please check your spam folder.
Log into 'My Account' using your email address and password to get access to your personal information. Changes can be made when saving them.
The payment details you entered into Adyen will not be communicated to Mellis BV/Trixie. Your address and e-mail details will however be added to our customer database. If you do not wish for your details to be used in that way, please let us know by contacting hello@trixie-baby.com. Your account details will never be shared with others. Please read our ‘Privacy Policy’ available at the bottom of each page for further information.
Do you want to receive our newsletter? At the bottom of every page you can find our ‘newsletter’ page where you can subscribe to receive the latest Trixie news.
At the bottom of the newsletter you can click on the following link: ‘Unsubscribe from this list’. You will no longer receive the newsletter. If you wish to be added again to the newsletter, you will have to apply for it yourself, since we cannot add you anymore.
Customer Service
We’re here for you from 9am to 4pm CET from Monday to Friday. Email us at hello@trixie-baby.com or reach us by phone between 10am-12pm and 2pm-4pm at +32 9 369 35 96.
Our headquarters are located in De Pinte, Belgium. Our warehouse is located in Oudenaarde, Belgium.
If you did not find the answer to your question in our FAQ's, you can always email us at hello@trixie-baby.com. You can also reach us at +32 9 369 35 96 from Monday till Friday between 10am-12pm and 2pm-4pm. More contact details can be found at our ‘contact us’ page.
These documents are available at the bottom of every page under the ‘about us’ tab.