Shipping, delivery and withdrawal

SHIPPING, DELIVERY TIME AND WITHDRAWAL

War Ukraine and impending diesel shortage:

Due to the war in Ukraine, there may be a shortage of diesel fuel by the end of 2022. As a result, transport companies and parcel services may further increase the fuel surcharge for parcel and pallet delivery. Should this be the case, we too will increase our rates.

General:
Forwarding-charges are related to the weight, size, country and delivery method. When adding products to the shopping cart the shipping-charges will be displayed when selecting country and postal code (ZIP) and hitting the button Calculate
The size of a standard box is approx. 80 x 50 x 50 cm and does not exceed a weight of 15 kilos and can be shipped by regular door-to-door delivery services.

The actual shipping costs include both postage and packing. The size of the package is determined by the dimensions of the product box and the required protective material together. Due to the wide variety of sizes, weights and fragility of items (especially for Toms Drags), it is possible that an incorrect shipping method is displayed for certain items, or selected by the customer. Therefore, always read the complete information about the item and then choose the most logical shipping method. In the event that the customer shows an incorrect shipping method, or the web shop system offers a shipping method that is unsuitable for safe delivery, we will contact you to discuss a refund or surcharge depending on the situation. If the order is to be delivered on an island (not the mainland), please contact us as a transport surcharge may apply. If the customer chooses a shipping method that is overcharged, we will refund the overpaid amount. 

Furniture, tall statues or mirrors cannot be shipped in a normal / standard box.  For these objects usually the EU Pallet rate applies. If you are not sure what kind of shipping method to select at check-out please contact us for more information to avoid cancellation of your order. We can ship mirrors without glass (depending on the model) to avoid damage when shipped in a standard box. Contact us for the options.
 
International shipping 
We ship to most countries. If the country of destination is not listed in the online calculation for shipping costs, please contact us. Import duties, local taxes etc. in the country of destination are not included. Any surcharges are the buyer's responsibility. Also check the customs regulations to determine if additional duties or special regulations / requirements apply, prior to buying. Shipping to islands : contact us for a surcharge. 
 
VAT/sales Tax deduction:
Prices shown in our webshop include Dutch VAT. If the destination country is not part of the EEU (Economic European Union), VAT will automatically be shifted when checking out. Dropping VAT only applies to direct and pre-payed online orders which are shipped out by us.
 
Delivery time:
Products which we have in stock will leave our warehouse within 1 - 2 days.  
Products out of stock (recognizable by the red colored stock indication: backorder or can be ordered) will be shipped once the manufacturer has redelivered the item to us.
Reorderings of Tom's Drags furniture, statues etc. will take approximately 7 to 25 working days. Please contact us to get a more accurate indication.
This means that if your purchase involves multiple items, we will ship it when all items are available, unless we have made other arrangements with you. On information transit time you can check the estimated delivery time of packages.
The above transit times apply under normal circumstances and may be extended towards the holidays, in case of extreme (local) weather conditions, strikes or other special situations.  

Tracking your package:
In general will tracking information be updated 1 day after communicating the tracking code of your package. Please keep in mind that updated tracking information is not guarranteed, especially for shipping to countries outside the EEU. 

Not at home at the time of delivery
If you are not at home when a delivery attempt is made (for normal sized packages), you may receive a notification or  e-mail from the parcel service with further instructions to pick up the package at a local post office nearby.  Please respond in a timely manner! If you do not collect a package within the given time period, it may be returned to us. If so, it may take several weeks before the package is in our hands again. We can re-ship it (additional delivery costs).
 
Not at home (pallet shipping or general cargo )
Large or tall parcels like wall decorations and furniture can not be shipped as 'normal package'. These items will be handled by specific carriers as cargo. 
If the addressee is not present on the date of delivery, additional costs may apply for a second delivery attempt. Additional costs must be paid to us in advance, before we order a second delivery attempt.
To avoid extra costs please follow the track-trace information or the information we have provided carefully. In the event that the carrier does not make a second delivery attempt automaticcaly, but returns the goods, the customer can collect the goods at our warehouse, or request to scedule a new delivery date. These costs are not included.   
In the event that the carrier gives no options for a second delivery attempt, he may return the cargo or pallet  to us. The customer can collect the goods from our warehouse in the Netherlands, or plan a reshipment after paying shipping charges. If the customer does not want pay for a second delivery attempt, his purchase can be collected from our warehouse within 30 days. We will never refund shipping costs made for undeliverable parcels, pallets etc.

Conditions for Returns 

A) Visible damage of the package:
Never accept a severe damaged package if it is obvious the object inside could be broken.  Refuse the package at the door and don't sign for delivery. Inform us about the delivery attempt immediately.

B) Damaged goods:

1. Within 48 hours after receipt of the item, contact the courier company that delivered the parcel (usually found on the address sticker or via the track-trace code) and report the damage. Ask for a written or digital proof of the damage report. Without proof of the claim, we cannot handle a claim report. These are rules of the parcel services. If we report the damage from our side, it will be verified whether the addressee also reported the damage and had it registered. Without registration we cannot handle the damage and refund the goods.
2. Please also inform us within 48 hours about the damage by sending us the proof of the damage registration and send sufficient digital, clear photos in the best possible resolution of the damaged product, taken from several sides, including a detail photo. Also take some photos of the entire outer packaging (shipping box with protective padding): Try to show that the product was properly packed with bumpers, bubble wrap etc.  Attach the photo's in an e-mail.
3. Do not send the package back to us but keep everything (article and packaging) until you receive instructions from us about the further procedure.  The article may not be (partially) put into use or glued because this can usually be made visible by experts during inspection; it nullifies the right to compensation.

If you follow the above instructions, we will replace the damaged item as soon as possible; however, this may take several weeks or months. If the item is no longer available or manufactured, we will refund you.  If you do not follow the instructions, only partially or too late, the right to compensation (replacement or refund) will expire. 

Withdrawal : You do not like your purchase
When your purchase is shipped within the European Union you have the legal right to withdrawal your purchase within 14 days after receiving, in the original and undamaged product-packing (including inner packing, labels, certificates).

If there is no exclusion for returning, send us an e-mail to inform us, prior to shipping the parcel and wait for our reply. Please fill out the DOWNLOADABLE "Withdrawal Form" so we can faster handle your returns.
Include this form into the package. Please keep the shipping-receipt of your post office. The responsibility and costs for returning the purchase is yours. We only compensate undamaged goods in the original, as undamaged as possible, packaging.

C) After we receive the returned product(s) in good condition, taking the Conditions for Return in consideration, we will refund your payment. The legal refund period is 14 days, but we always try to refund a returned item within seven days. Wherever possible, the refund will be made in the same way as the payment for the order was received.
If a discount was given because of the amount of the purchase or for any other reason, a recalculation will take place and this discount will expire. Refund of the shipping costs is limited to that of a standard package, and only if the entire order is returned. We do not reimburse costs we have incurred for e.g. delivery of pallets or general cargo (large objects or deliveries), import duty / customs fees. Wherever possible, the refund will be made in the same way as the payment was received. 

Exclusions on returning goods
Customized products are, because of their nature, excepted from the respite period. Also excepted are products we contacted you about, because they were out of stock and we had to order them at the manufacturer, such as furniture or other large objects.  

When any of the statements made above are unclear or if your questions are not answered by the FAQ, we can be contacted by e-mail: [email protected]  

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