Shipping & Returns

Shipping

How is my order delivered?

All orders are delivered by PostNL. The deliverer can offer your order at a delivery address of your choice. If no one is present, your order will be delivered to the neighbors. You will receive a notification stating which house number the package has been delivered to. If delivery to the neighbors fails, the deliverer will try a second time at a later time. If the delivery of your order is not possible, it will be sent back and we will contact you.

Can I pick up my order somewhere?

Yes. You can pick up your package at our warehouse at Van Schendelstraat 1 in Groningen. We are there between 09:00-17:00 on Mondays to Fridays (this does not apply to public holidays). Want to know sure were there? Call us: 050-2053300.

I have not received a shipping confirmation, now what?

Please contact our customer service. We will figure out the problem and immediately look for a solution.

My Track & Trace code does not work, now what?

The Track & Trace code of the package only works after the package has been scanned at PostNL in the distribution center. In most cases this only happens after 9 pm, it is also possible that the Track & Trace code only works the next morning after 8:00 am.

What are the shipping costs?

Orders of € 35, - or more are shipped free within the Netherlands, unless they are heavier than 30 kilos. If an order weighs more than 30 kilos we will send it on a pallet. These costs are partly passed on to the customer.
For orders under € 35, - we charge € 3.50 shipping costs.
Different rates apply to shipments outside the Netherlands. Please view the table for more information.

Belgium / Germany

€ 6.50

Great Britain / Luxembourg

€ 9.50

France

€ 12.50

Denmark / Italy / Austria

€ 13.50

Spain / Sweden

€ 16.-

Portugal

€ 17.-

Finland / Ireland

€ 17.50

Hungary / Poland / Slovenia / Slovakia / Czech Republic

€ 19. -

Bulgaria / Estonia / Greece / Latvia / Lithuania / Romania

€ 2.50

Rest of Europe (Including Iceland, Croatia, Norway, Ukraine, Russia and Switzerland)

€ 19.47 (Surcharge of € 1.63 per kilo)

Rest of the World (Including Australia, Brazil, China, Hongkong, Japan, New Zealand, United States and South Africa)

€ 20.40. (Surcharge of € 3.90 per kilo)


Where do you deliver?

We deliver in the Netherlands and the rest of the world. The free shipping costs stated on the site only apply to the Netherlands. The amount of the delivery costs outside the Netherlands can be found in the above table. For questions, especially about orders to countries outside the European Union, we ask you to contact us via sales@veldshop.nl.

What is the delivery term?

This depends on the article. For all items that are in stock: today ordered, delivered tomorrow. This only applies to the Netherlands and Belgium. For Germany, a delivery period of 2 days applies. If an item is not in stock, the delivery term is stated. When ordering multiple items, the delivery term of the item with the longest delivery time applies, unless otherwise agreed with the buyer.

How can I change my address?

Do you have an account with us, are you moving house and do you want to give a permanent address change? This is possible when you log in to our website via 'My account'. Here you can adjust all data yourself. This is the fastest method to change your data. Problems logging in or changing? Contact our customer service.

Can I still change the delivery address of my order?

When placing your order you can choose where you want the order to be delivered. Have you made a mistake? Please contact our customer service immediately. We can adjust the delivery address manually for you.

 

Returns

What is the return time?

Still not satisfied with your purchase? Then you can return it at your own expense within fourteen days. Please in original condition and packaging. You can expect your entire purchase amount within 5 working days. If the product is used, but still does not comply, the solution consists of a partial allowance. For more information, contact the customer service.

I have received a damaged or incomplete product, now what?

Although we make every effort to deliver every order neat, complete and on time, it can happen that something is wrong with the order. We ask you to report this as soon as possible to our customer service. We ensure that you receive the desired product in good condition as soon as possible. We will of course reimburse any costs incurred, for example for a return shipment.

How can I return an item?

Always return the complete article (including any packaging, labels and / or accessories). Pack the item you want to return in a sturdy package and ensure sufficient postage. For example, you can use the box in which the order was delivered. After receiving the return shipment, we will refund the purchase amount to your account within five working days, we will keep you informed by e-mail.

When can I expect my money back?

Within five working days, we will email you if we have received the product back. From that moment you can expect the money back within 5 working days.

I have received an e-mail about a deposit but have not received any money, now what?

We are probably waiting for an account number where we can refund the purchase amount. You can report this to us via sales@veldshop.nl . The purchase amount will be refunded to your account within five business days after receipt of the return.

I have paid with a credit card but have not received any money from the return, now what?

We will refund the purchase amount after receipt of the article to your credit card within five working days. You can check this on the (online) overview at the bank or publisher of your credit card. We can not provide you with more information about this, you must contact your credit card company.  

 

Guarantee

Although we are convinced of the quality of our products, it is possible that the product is not entirely satisfactory. If you have a question or comment about the quality of an article, you can call or email Veldshop.nl. We will review the problem together and, if necessary, take it into consideration to have it repaired or replaced.

The legal guarantee applies to all items that you purchase from us. This means that an article must be in good condition and must function properly in normal use. If you receive an item that is not the case, we will offer you a suitable solution as soon as possible. Depending on the item, we do this by replacement, repair or refund.

In addition to the statutory warranty, the manufacturer's warranty applies to certain items. A manufacturer's warranty is an extra guarantee given by the importer or manufacturer. The manufacturer or importer can set conditions for this warranty. The warranty duration is also dependent on the manufacturer. More information about the manufacturer's warranty can be found in the documentation of the article.

Claiming the guarantee of an article depends on several things. In the first place, we need the proof of purchase. In addition, the warranty period as well as the nature of the defect is important. If the defect falls within the guarantee conditions and within the guarantee period of the article, then the repair or replacement of the article will be done free of charge. If the article can not be replaced, the exact purchase amount will be paid.

It is possible that a defect is not covered by the warranty. In that case, we will discuss the repair or replacement costs with you before we proceed to action.

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