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.
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.
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.
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.
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:
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]