Frequently Asked Questions
SHIPPING COSTS (EU)
The Netherlands: €6.49, Belgium: €7, Germany: €7.49 France: €9.99, Austria: €9.49, Denmark: €9.99, Poland: €11,99, Sweden: €14.39, Czech Republic: €11.49, Ireland: €15.49, Croatia: €14.49, Portugal: €14.49, Spain: €13.99, Italy: €13.99, Greece: €18.99, Finland: €19.99
*Free shipping on all orders above €90!
SHIPPING COSTS (OUTSIDE EU)
UK: € 13.99, Norway: €18.99, Switzerland: €20.99, USA: €25.99, Canada: €25.99, USA Military Address: €31.99 Australia: €44.99, Countries not mentioned: €38.99
Fedex PRIO (Delivery within 2-3 business days): USA: €32.99, Canada: €32.99, Australia: €48.99, UAE: €59.99
*Free shipping on all orders above €125 for CH, UK, CAN, USA, NOR (Shipped with Fedex - 2-5 Working Days Delivery)
*Free shipping with Fedex (2-7 Working Days Shipping) on all orders above €175 for rest of the world
We cannot predict and charge additional customs costs, outside the EU. If you would like to be sure about customs costs we would advise to contact your local customs bureau. *We deduct the shipping costs, if any packages are sent back to us after customs charges were not paid by the consumer.
Orders to The Netherlands, Germany & Belgium usually arrive within 2 working days. Orders within the EU usually arrive in 4 working days. Orders to the UK usually arrive within 5-7 working days.
Orders to the USA & Canada usually arrive within 6 working days (military addresses, excluded). Orders from outside the earlier mentioned regions usually arrive within 1,5 weeks. US military packages usually arrive within 3-5 weeks.
*These delivery windows are an indication. No rights can be derived from these indications. During the corona pandemic, (national) holidays, weekends or specific sales, parcels may take an additional few days to arrive. Please keep in mind that the 'next day delivery' windows to the Netherlands and Belgium are also indicative
During the holidays parcel companies may take a few days more deliver a parcel. We would advise to order on time. We can not fully guarantee your order will be delivered before the specific holiday.
If your order has not been shipped yet, please first check if there is any shipping info missing or whether the info is correct. We need a complete address, including: postal code, house/unit number. If you accidentally left that out or made a mistake, please email us at email@example.com.
If you ordered during the weekend, your order will be shipped the coming Monday.
We ship worldwide, including military addresses and bases!
All our orders are shipped directly from the distribution facility in the Netherlands. Please keep in mind that the warehouse address is not our returns address.
It is not possible to cancel or change your order as packages are directly shipped from our warehouse after the order has been placed. We do this to make sure we can guarantee a quick delivery process
It is not possible at this moment to visit our location to pick up orders, exchange sizes or return items
If the track and trace does not include a signature, we will ship a new parcel free of costs in case your parcel got lost. Once a parcel has been signed for, we can not send you a free new parcel.
Any packages that were not received but instructed by the receiver to be delivered at a specific location, such as a porch or or shed can not be claimed or refunded.
We only provide (full) refunds or a replacement shipment to orders that have a correctly submitted address. This means that the numbers and info should be valid and that the numbers are filled in the correct fields.
All orders within Europe (EU) will be shipped with DHL, GLS, La Poste or Correos. A separate tracking email will be sent to you when your order has been shipped. If you haven’t received this email please check your spam folder or send us an email at firstname.lastname@example.org and we will provide it for you.
OUTSIDE EUROPE (EU)
All other standard overseas orders will be shipped with Fedex, UPS (Norway), Swiss Post (Switzerland) or DPD (UK). The tracking email will be sent to you when your parcel has been shipped out.
We are fully operational & still shipping to every country in the world. Brexit logistics are now fully in place, ordering from the UK and Ireland is possible without any problems. We ship to the UK with DPD. Shipments inside the EU usually arrive according to the parcel companies’ normal delivery windows but could take a few additional days to arrive. Shipments outside the EU may take additional time to arrive due to customs and border inspections.
First of all we would like to thank you for serving. We have many military customers so of course we ship to you guys too! Your package may only be shipped with USPS as military bases' exact locations are classified to other carriers. Therefore we need to ask our fulfillment centre to ship your package to our office after which we will manually create a PostNL shipping label for you.
You'll receive your track and trace link on email from us. PostNL will then ship it to the USA after which USPS will make a planning to sort and deliver your package.
For an accurate and up to date tracking, please copy the PostNL tracking code and paste it into the tracking of USPS: https://tools.usps.com/go/TrackConfirmAction_input
*Please note that this shipping process will take longer than to ship to regular/domestic USA addresses (about 3-6 weeks on average)
Wash at 30ºC, inside out. Do not tumble dry. Do not wash individual colors together with different colors (especially burgundy red). Do not iron over the (printed) logo’s. Do not iron windbreakers or any other jackets that are made of polyester
– Item(s) must be returned within 14 days after the day you’ve received your order, transit times not included
– Items that are bought with store credit can only be returned for an exchange
– Should the item(s) you receive not fit, we offer free of charge changes of sizes within Europe
– All returned items must be returned in the original state
– Item must be unworn & unwashed (no distinct odours, blemishes, signs of wear etc.) Any items found to be in poor condition can be returned back to you
– We cannot accept returns of underwear, socks or face masks for hygiene reasons
– Items covered in animal/human hair will not be accepted
– All items are inspected before any action is taken. If we deny your refund based on one or more of the above mentioned reasons, we will contact you to return the items back to you. We will contact you by email, before concluding a denied return
– For single item orders that are returned, we will refund the total value of the order, excluding shipping costs
– For multiple item orders, we will only refund the value of the item(s) returned, excluding shipping costs
– If multiple item orders are returned in their entirety, we will refund the total value, excluding shipping costs
– We reserve the right to deny any delivery of a return to us which are subject to extra customs/duty charges
– We aim to process and exchange/refund within a few working days after receiving your return. Please note, PayPal transactions can take up to 2 weeks and credit/debit cards may take up to 5-7 workings days to clear into your account
– If any item returned breaches any of the terms outlined in this policy, we reserve the right to return the item back to you in the same condition it was received in
We accept returns on supplements when the following criteria are met:
– The seal has not been broken & the pouch or tub has not been opened yet
– The pouch or tub is not broken or torn open
– The supplement has not reached its expiry date at the moment of receiving the return
RETURNING GIFT BOXES
We accept returns on Gift Boxes when the following criteria are met:
– The Gift Box is returned with all items in it
– The Gift Box itself does not show significant dents, tears or other indicators that mark that the gift box is damaged
– The items in the Gift Box are undamaged & do not contain stains or hair
We can deny your refund for Gift Boxes when the following are present:
– The Gift Box has 1 or more items missing or the Gift Box itself is missing. We don’t accept returns in partial. *We only accept the returning of the items without the Box when you want to change sizes*
– The Gift Box itself is damaged by showing significant marks like tears and dents
– The items in the Gift Box contain stains, marks of being damaged or hair
We offer free of charge changes of size within the EU. Please note that we only cover the costs for changing items (sending a new parcel to the consumer), not returning them. We only cover the costs of changing sizes once. Sale items and items bought during our Blackout Sale in November are only exchangeable for a different size, store credit or a different item of equal value.
If you have found any defects in your order please contact us by email and provide pictures. Please note that all factory defects (a defect noted when opening your order the first time) must be communicated within the 2 weeks returns period. After these 2 weeks any factory defect can not be compensated with a refund, only with substitute goods.
A defect is a permanent issue within the product which decreases the function and/or aesthetics of the product. After inspecting and approving your claim we can offer you a refund or a new item free of costs. We do not needed permanently defect items returned to us. We can only approve of any claims with evidence provided.
We grant all our customers a 2 month warranty on all our items, only on defects that occurred after the 2 weeks return period (non-factory defects). This warranty is not applicable when a defect has occurred outside of production and/or normal use.
All sales are final. Sale items can only be exchanged for a different size or store credit. An item is on sale when the final price is discounted, before a coupon was applied
We would advise you to contact your chosen parcel company and view the track and trace to investigate the location of your parcel. The consumer is liable for his or her own return
1. Pack the item(s) that you want to return neatly and carefully folded in the original plastic bags you received them in. Add the printed packing slip that was included in your order, in your return. Please circle the items you want to return and circle the reason for returning on the bottom of the packing slip. If you’d like to change sizes, please write down the preferred item and size on the bottom of the packing slip.
Returns without the packing slip attached and/or the order number missing can not be processed and will be returned to the consumer.
*Please note that items that are in the ‘sale’ section and items bought during our Blackout Sale (entire month of November) can only be returned for a different size or store credit
2. We currently do not provide return labels and do not cover the cost of returning your item (s). Choose your preferred parcel company. Create and print a label with our return address on it and attach it to the parcel. If you don’t know how to arrange this online with your chosen parcel company, please visit their location ask them for the instructions.
We advise to ship your return with active track & trace (with signature, no mailbox parcel) and to save the label receipt.
3. *ONLY FOR NON EU CUSTOMERS' we would advise to mark the subject of your shipment as a ‘return’ to avoid extra customs costs. We strongly advise to create a label and clearance document online. Any handwritten labels will probably delay the process, with the risk of your return being sent back.
Attach a note or paper on the outside of your returns' package stating ‘RETURN SHIPMENT, NO COMMERCIAL VALUE & NOT APPLICABLE FOR VAT’. We remain the right to decline (overseas) returns applicable for VAT, which have not been cleared in correctly by the sender. Please note that the consumer is fully liable and responsible for his/her return at all times
3. Send the parcel to our returns address. We will refund your money or ship out your new size(s) (after review & approval) within 1 week after we have received your parcel
*ADVISE: The shipping address on your package is NOT our returns address! Any returns that are sent back to this shipping address can and will not be processed. Please read the returns instructions and copy our correct returns address carefully
This issue might occur when auto-filling in your details. We suggest to refresh your cart and checkout page and manually fill in all your info
Klarna can decline your payment when you have too many outstanding bills with them. We suggest to check your outstanding bills first or try a different payment method.
*Please note that Klarna on our website is only available in The Netherlands, Germany, Austria, Belgium and Finland.
We currently accept the following payment methods: Creditcard, Paypal, IDEAL, Klarna Pay Later (BeNeLux, Germany, Austria & Finland), Bancontact, Belfius, Apple Pay, SOFORT Banking
We currently only accept payments in Euro's (€). You can however view the prices of our products in your preferred currency by clicking the currency symbol on the top right of your screen
Coupon codes can be applied in the checkout field. It is not possible to use more than 1 coupon code on 1 order. After a coupon code has been used and an order has been placed, we cannot make any amendments to your order. Coupon codes can not be redeemed during Black Friday
HEAD OFFICE ADDRESS (NETHERLANDS HQ)
Burgemeester Norbruislaan 332, 3555EN, Utrecht, The Netherlands
*Please note that at this moment it is not possible to visit our location to pick up orders, exchange sizes or return items
1e Regimentsdok 2, 3433KS, Nieuwegein, The Netherlands
KVK/CHAMBER OF COMMERCE