Shipping, delivery and withdrawal

The shipping costs to non-EU countries have temporarily increased, due to Covid-19 virus. Delivery may also be delayed. 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 70 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 for normal sized packages, 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.
Not at home (large deliveries)
Large or long parcels (e.g. wall decorations) or pallets (for furniture) cannot be delivered with a regular postal and parcel delivery service. For this purpose, we use specific carriers who have ramps and/or pallet trucks for delivery or can process long boxes. 
If the addressee is not present on the delivery date, any additional costs for a second delivery attempt are not included. The resulting additional costs must be paid to us in advance before we order a second delivery attempt. Therefore, please follow the track-trace information or the information provided by us regarding the delivery date carefully. In the event that the carrier does not make a second delivery attempt, but returns the goods directly to us, the customer can collect the purchased goods at our warehouse, or request to scedule a new delivery date  after the transport costs have been paid.
If the addressee refuses to pay for a second delivery attempt, his purchase can be collected from our warehouse within 14 days.   Therefore, always follow the track-trace information or the information provided by us regarding the delivery date carefully. In the event that the carrier does not offer a second delivery attempt, but returns the goods directly to us, the customer can collect the goods from our warehouse, or plan a new delivery date after payment of the transport costs.
If the consignee refuses a second delivery, the transport costs paid by us will not be reimbursed. Any return costs charged to us by the carrier will be deducted from the refundable price of the prepaid items. If it concerns a delivery outside the EU then no refund will be made if the goods are not picked up from our warehouse.

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 by us 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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