Shipping, delivery and withdrawal

Shipping, Delivery time and Withdrawal

Shipping costs
The shipping costs to non-EU countries have temporarily increased, due to Covid-19 virus. Delivery may also be delayed.
The parcel services currently add a surcharge on shipping costs to countries outside the EU, due to the Covid-19 virus. Unfortunately we have to charge this to you. As soon as the situation stabilizes, the surcharge will be cancelled.
Forwarding-charges are related to the weight, size, country and delivery method. When dragging products into your shopping cart the forwarding-charges will be displayed when selecting country and postal code (ZIP) and hitting the button Calculate. These costs include VAT and insurance against loss or damage up to 1000 Euro.  
The size of a normal box is 100 x 50 x 50 cm and does not exceed a weight of 15 kilos. Furniture, tall items over 70 cm in length, mirrors and some other vulnarable art objects can not be shipped in a normal box. 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. 
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.  
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 in stock will be shipped within 1 - 2 days.  Products which are not in stock (backorder) will be ordered at the manufacturer and will be shipped as soon as they are available.  Tom's Drags furniture usually has a delivery time of  4 to 10 weeks; smaller Toms Drags items may take up to 4-8 weeks. Please contact us to get a more accurate indication. If your purchase involves multiple items, and not all of them are in stock, we will ship your purchases when we have all items available, unless we have made other arrangements with you.
On PostNL Track&Trace you can check the estimated transit time. Local condtions like weather, holidays, customs procedures, strikes etc.) will influence the time of delivery.  

Tracking your package:
In general: tracking information is available 1 day after sending you the tracking code. Please keep in mind that updated tracking information is not guarranteed, especially for shippings outside the EU. 

Not at home at the time of delivery
If you are not at home during one or more delivery attempts, you may receive a note in your postbox or an e-mail message from the parcel service with further instructions.  Please respond in a timely manner! If you do not collect a package within the given time period, it may be send back to us. This procedere involves a lot of time and extra shipping costs. With such a return shipment we only reimburse the price of the products; the shipping costs will not be refunded. If you want us to re-send the goods, you need to pay for the shipping costs again.

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. 

Reporting damage: when your purchase is damaged please follow the steps below:
1. Contact the shipping company in your country within 24 ours to let them register the damage. Ask for a case- or complaint- number as proof of registering. We need that information.
2. Send us within 24 hours at least 4 different digital photo's from the damage product and some of the packing and describe the damage.

Do not return the package, unless we ask you to do so, but keep it at hand untill further notice. 
We will replace the broken object - taking in consideration sub A - when spotting any damage or impediments at the moment of delivery - do not accept the package at your door -  as soon as possible after receiving the above requested information. If we can't replace the object you will be refunded.

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 within 4 - 15 days. 

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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