Frequently asked questions
If your question isn't here, message us via the contact page — we answer in Dutch or English, usually within one working day.
Ordering & payment
Which payment methods can I use?
Card payments are accepted at checkout. The full list of available methods is shown on the payment step before you confirm anything — nothing is charged until you press the final button.
Is my payment secure?
Yes. Checkout runs on Shopify's PCI-compliant payment infrastructure over an encrypted connection. We never see or store your card details.
Are prices including VAT?
Yes. All prices shown are in euros and include VAT. Shipping is calculated separately at checkout.
Can I change or cancel my order?
Message us as soon as possible with your order number. If it hasn't been handed to the carrier yet, we can usually change or cancel it. After that, you can still use the 14-day right of return.
Do I need an account?
No. You can check out as a guest.
Shipping & delivery
What does shipping cost?
€6.95 within the Netherlands, and free on Dutch orders over €55. €12.95 to the rest of the European Union. The exact amount is always shown at checkout before you pay.
How long does delivery take?
Orders are processed within 1–3 working days. Our products ship from our fulfilment partner's international warehouse, so delivery typically takes 8–15 working days to the Netherlands and Belgium, and 10–18 working days to the rest of the EU. You receive a tracking link as soon as your order ships.
Do I get a tracking number?
Yes. As soon as your order ships you'll receive an email with a tracking link. You can also follow it on our tracking page.
Which countries do you ship to?
The countries we deliver to are the ones offered in the address step at checkout. If yours isn't listed there, we can't deliver to it at the moment.
My tracking hasn't moved in a few days.
That's common mid-route and usually resolves itself. If nothing has changed for more than five working days, message us with your order number and we'll chase the carrier for you.
My order hasn't arrived.
If you're past the estimated window, contact us. We'll trace it, and if it's genuinely lost you get a replacement or a full refund.
Returns & refunds
Can I return my order?
Yes. Under EU law you have a 14-day right of withdrawal starting the day you receive your order, without giving a reason. See the refund policy for the full terms.
How do I start a return?
Message us via the contact page with your order number before sending anything back. We'll send you the correct return address and instructions.
Who pays for return shipping?
You cover the cost of sending an unwanted item back. If the item arrived damaged, faulty, or wasn't what you ordered, we cover it.
Does the item need to be unused?
You're allowed to unpack and try it, the same way you would in a shop. It should come back in its original packaging and in a condition we can reasonably resell.
When do I get my money back?
Within 14 days of us being informed of your withdrawal, once we've received the item back or you've shown proof of return shipment. Refunds go to your original payment method.
My item arrived damaged.
Send us a photo and your order number within 48 hours of delivery. You'll get a free replacement or a full refund — your choice.
Warranty & faults
What if a device stops working after a few months?
Your statutory rights under EU and Dutch consumer law apply: goods must be as described and fit for normal use. If something fails prematurely, contact us with your order number and a description of the problem and we'll sort out a repair, replacement or refund.
Do powered products come with an EU plug?
Yes. Mains-powered products ship with an EU (type C/F) adapter. USB-rechargeable products come with a USB cable — use any standard USB power adapter you already own.
Using the products
Are these medical devices?
No. Easera products are made for relaxation, comfort and everyday recovery. They are not intended to diagnose, treat, cure or prevent any condition.
I have a medical condition, an injury, or I'm pregnant — can I use them?
Check with your doctor or physiotherapist first. That goes for anything involving heat, compression or spinal stretching.
How long should a session be?
Most powered products run 10–20 minutes and shut off automatically. Longer isn't better — short and regular beats one long session.
How do I clean them?
Foam cushions and pillows have removable covers you can machine wash. Wipe powered devices with a slightly damp cloth; never submerge them or put them in a washing machine.
Can I use a heated product while sleeping?
No. Heated products are for use while awake, and the auto shut-off timer exists for that reason.
About Easera
Who are you?
Easera is a small Dutch business based in Leeuwarden, focused on comfort and recovery products for people who sit, stand or stare at screens all day. There's a real person behind the inbox.
How do I reach you?
Via the contact page or by email. We reply in Dutch or English, usually within one working day.