FAQ

Backorder

Some of the products are listed as being on backorder. If I place an order today, will the entire order ship at once when backordered items become available or will I receive separate shipments?

Most backordered items are back in stock in a reasonable time, i.e. between one and three weeks. As long as the delay is less than three weeks then the order will be shipped as one package as soon as all items are available. Should the delay become more than three weeks, then we will contact you to see what we can do. By default, all orders are shipped as one package.

What does ”available on backorder” mean?

This means that the product is currently not in stock at The Canyon Store. You can still order the article, and The Canyon Store will then order the article at the supplier. In general the delay on backordered articles is 2 to 3 weeks time.

Orders containing backordered items are shipped when all articles are back in stock. If the foreseen delay is more than 3 weeks, then we will contact the customer to see what we can do.

Cancellation

I made a mistake in my order. Can you still adapt it?

Unfortunately, we cannot do this. Once an order is placed then the invoice is created automatically and cannot be adapted anymore.

If we manually change the order (i.e. adapt the picking order) then this will create differences between the invoice and the contents of the box.  This in turn will, without a doubt, create issues with the customs department. This is especially important for export orders (shipped outside the EU).

Furthermore changing the order manually will create stock differences between the warehouse and the online system.

If you have made a mistake, and the order is not yet picked/packed/shipped, then we can put the order on hold, (partially) cancel and (partially) refund the incorrect articles. You, the customer, will then have to place a new order. Often it is easiest to cancel the whole order and place it again in its totality.

If the order is already packed/shipped then we cannot do anything. In that case we refer to our return policy.

Changes

I made a mistake in my order. Can you still adapt it?

Unfortunately, we cannot do this. Once an order is placed then the invoice is created automatically and cannot be adapted anymore.

If we manually change the order (i.e. adapt the picking order) then this will create differences between the invoice and the contents of the box.  This in turn will, without a doubt, create issues with the customs department. This is especially important for export orders (shipped outside the EU).

Furthermore changing the order manually will create stock differences between the warehouse and the online system.

If you have made a mistake, and the order is not yet picked/packed/shipped, then we can put the order on hold, (partially) cancel and (partially) refund the incorrect articles. You, the customer, will then have to place a new order. Often it is easiest to cancel the whole order and place it again in its totality.

If the order is already packed/shipped then we cannot do anything. In that case we refer to our return policy.

Customs

What will be the impact of #Brexit on orders shipped to the UK?

This text is written on 19th March 2019. The Brexit is supposed to take place on 29th March 2019, but at this moment it is still very unclear what will happen at that moment. It is unclear whether or not the UK will leave the EU, and if so, how the exit will be handled. However, whether it will be a ‘hard’ or ‘soft’ Brexit: there will be changes anyway. Although we are still assuming a trade agreement, we are also preparing for a United Kingdom exit from the EU without a deal. Below is a checklist of what is going to happen in the case of a so-called ‘hard brexit without a deal‘.

Packages for UK will have to pass through customs, so take into account a possible extra duration of minimum 1 day (if all goes well). The final duration will depend on smooth processing at customs and on the fact that the addressee pays the VAT and import taxes on time. Packages to Ireland and Northern Ireland also pass through the UK, which means that an extra day also has to be added here. Packages to Ireland are not subject to customs controls.

Estimated throughput time for packages to the United Kingdom: 2 to 4 business days
Estimated throughput time for packages to Ireland: 3 to 5 business days

If the UK leaves the EU, then this means that British customers no longer have to pay Belgian VAT (21%). Check our VAT test article to verify you are seeing the correct price.

As is common within the UK, the recipient will be responsible for the payment of the import duties (if applicable), as well as the administration costs (estimated to be 5.00 GBP). UK customers will also have to pay import VAT on packages ordered in the EU. You can find more information about this at www.gov.uk.

Package recipients in the UK will receive a payment request with a secure payment link as soon as the package is scanned at customs. Therefore it is important that UK customers provide a working email address, which is checked on a regular basis!

No import duties are due for all packages with a value lower than 135 GBP, only import VAT. Attention: the recipient has 5 calendar days to arrange the payment. If he does not do this, the package will be irrevocably returned to the sender. Any costs related to returned packages will have to be paid by the customer. Resending fully paid but ultimately non-deliverable packages will unfortunately not be possible. If a package gets returned from the UK, then The Canyon Store will refund the payment minus the shipping and handling costs, with a minimum of 10 euro.

Given the lack of clarity about the way in which UK will leave the EU, there is currently no view on any adjusted shipping rates to UK. As soon as more is known about this, we will inform you accordingly.

The text above is applicable on all orders which arrive in the UK on or after 29th March 2019 at 11 pm UK time. Packages shipped on (e.g.) 27th or 28th March will probably arrive after 29th March and will hence be subject to the new regulations, even though they were ordered/shipped before the Brexit.

Update 11/04/2019: The United Kingdom is granted an extension until 31th October. In other words, 1st November 2019 is the new Brexit day.

Delivery

Can I place an order through telephone, or email? Or messenger?

All orders must be entered online at www.canyonstore.be … We cannot accept orders which are placed through whatsapp, e-mail, telephone, messenger, text message, or other offline channels.

The client must enter the order online at www.canyonstore.be themselves, and agree with the rules and conditions before paying the order. A paid order will then automatically generate the picking order in our warehouse.

I received the wrong product. Now what?

If you placed your order from our online shop and received the wrong product, please contact us and we’ll help you with the return and/or refund process.

We still work with humans in our warehouse (yeah, we know, that’s so twentieth century!) and humans make mistakes. The most common mistakes are wrong sizes, or wrong colors. Light blue instead of dark blue, extra large instead of large… Very important, if the box arrived damages and/or appears to have been opened, let us know and definitely take pictures before unpacking the box.

The first thing you need to do is contact us, by phone or preferably by mail. Please send us as much information as possible. Include your order number, which product you ordered and what you received instead. Include pictures of the product label(s), and the picking slip.

We will then investigate in our warehouse, and amongst others do a count of our stock, check the weight of the outgoing box (each outbound order is weighed and registered) and see if this weight corresponds with the correct/incorrect articles.  If the investigation shows that the wrong article has indeed been sent, we will contact you and figure out a way to rectify this. This can be a return label, or a proposal to keep the wrong product at a discounted rate.

If you receive an incorrect product and do not warn us within fourteen (14) days of receipt thereof, then we will consider this an act of acceptance of the received product in lieu of the ordered article.

Please note that if you have received an incorrect product, you do not automatically have the right to keep this product “for free”. We will send you the correct item, and/or refund you. We will also propose that you keep the incorrect item (at a discounted rate), or send you a return label. We expect the customer to return the inadvertently received articles within seven (7) days after receipt of the return label. Keeping a product which is not your property without permision, even if you have mistakenly received it, is known as embezzlement.

Discounts

Following a canyoning course?

Are you participating in a canyoning course at Canyon Team Vlaanderen, X-Academy, IcoPRO, CIC or another canyoning school? Then contact us, because you may be eligible for a discount …

We offer all canyoning students a discount of 10% in the form of CanyonPoints. This means that if you spend 100 euro in our shop, you automatically get a discount code for 10 euro which can be used on your second order. Your second order automatically generates a discount code to be used on your third order, etc. Each discount code will be valid during six months.

In order to be eligible, you must send us a proof of registration for a canyoning course. Your email address will then be added to our Canyoning Students list and the rest just goes automatically.

What are CanyonPoints?

CanyonPoints is a loyalty system for CanyonStore customers. CanyonPoints are awarded in several ways, for example by placing an order, reviewing a product, sharing a post on social media, participating in an event, etc. The received CanyonPoints can then be exchanged for discount coupons, that can be used for your next order.

Throughout time the number of awarded CanyonPoints can vary. We can promote certain categories of products, so that you earn more points when you buy a certain product at a certain time. The best way to stay informed is by subscribing to our newsletter or following us on Facebook.

Currently you can earn canyoning points as follows:

  • Reviewing a product (that you have bought obviously ;-)): 150 CanyonPoints
  • Placing your first order (new customer): 200 CanyonPoints
  • Surviving another trip around the sun (happy birthday): 200 CanyonPoints
  • Buying a product, except books: 4 CanyonPoints per euro (excl VAT)
  • Buying books: 1 CanyonPoint per euro (excl VAT)

500 CanyonPoints result in a 5 euro discount coupon (excl VAT). CanyonPoints are automatically collected and exchanged automatically for a 5 euro discount coupon (excl VAT, 6.05 euro incl VAT) each time you reach a 500 points mark. A mail is sent out to our clients when they get a new coupon, and a reminder is sent out when the coupons are about to expire.
And do not worry if you lose your mail: your discount coupons are safely stored on our server!

CanyonPoints are awarded for completed orders, and can then be used for subsequent orders. CanyonPoints are attributed to orders placed on or after 13th April 2019.

Dry suit

Can I get some advice about canyoning dry suits?

So you’re thinking about getting a dry suit? Excellent idea! A canyoning dry suit is a great way to extend your canyoning season, allowing you to go canyoning when it’s late/early in the season and the temperature starts dropping/are still low.

How does a dry suit keep you warm?

wet suit keeps you warm because neoprene protects you against wind chill, and traps a thin layer of water between your body and the neoprene suit. This water heats up and -as long as the layer of water stays in place- keeps you warm. Unfortunately, the thin layer of water often disperses and often gets refreshed with new cold water, because you move around, jump, slide, swim, etc. In summer this is not a problem, but in winter…. brrr…

A canyoning dry suit keeps you warm because it protects you against wind chill, and traps a layer of air between your body and the dry suit. This air stays trapped inside the dry suit and doesn’t get refreshed with new cold air. A dry suit is completely air- and watertight, and is sealed with rubber seals at the neck and wrists. So except for your head and hands your whole body is encapsulated in the dry suit.

So do I need to wear anything underneath a dry suit?

YES! Absolutely. A dry suit on its own only provides protection against wind chill. It does not have much insulating properties (unlike a neoprene suit), so you should wear warm clothes underneath, like for example the Seland polar fleece undersuit, or other warm clothes. In fact, when you stand waist deep in cold water you will notice that the water pressure pushes the air in your dry suit to your upper body and as a result your legs will cool down after a while.

Can I still stay afloat with a dry suit?

Sure. The trapped air inside the suit keeps you afloat without any problem. In fact, trying to dive with a dry suit is pretty problematic. Swimming with a dry suit will actually make you feel/look like Bidendum 😉

Do I still need to wear neoprene socks?

Probably yes, because you probably tried on your shoes with neoprene socks. So if you leave your neoprene socks at home, then there is a chance that your shoes will become too large.

Great! Are there any other things I need to take into account?

You don’t want to do a approach walk (“marche d’approche”) in your dry suit, since it will get too warm. But often your backpack is still wet from the day before so you don’t want to wear your dry clothes either (or actually, you want to keep you dry clothes dry since you’ll wear them inside your canyoning dry suit). So we recommend putting your dry clothes in a dry bag or waterproof barrel, and wearing a short/t-shirt for your approach.

OK, so I ordered a Seland canyoning dry suit and it fits great except around my neck. In fact, I feel like I’m getting choked…

If you examine the neck seal of the Seland Canyoning Dry Suit you will notice that there are lines on the neck seal, about 3 mm apart. If the neck seal is too tight, cut off the first line of the seal. If the neck seal is still too tight, cut off the second line of the seal. Repeat this until the neck seal is comfortable. Make sure to cut the lines one per one, and try the suit on every time!

seland dry suit
seland dry suit

Exchange

I ordered the wrong article. Can I exchange this for a different article?

Unfortunately we do not offer exchanges. If you have ordered an incorrect article, you can return items, for which you will get a refund or a store credit. We do not offer an exchange (i.e. shipping an other article after receiving the returned article). If you want another product (or size) instead, please put in a new order.

The only exception is when The Canyon Store has accidentally shipped you an incorrect size or article. In that case we do offer an exchange!

Import duties

What will be the impact of #Brexit on orders shipped to the UK?

This text is written on 19th March 2019. The Brexit is supposed to take place on 29th March 2019, but at this moment it is still very unclear what will happen at that moment. It is unclear whether or not the UK will leave the EU, and if so, how the exit will be handled. However, whether it will be a ‘hard’ or ‘soft’ Brexit: there will be changes anyway. Although we are still assuming a trade agreement, we are also preparing for a United Kingdom exit from the EU without a deal. Below is a checklist of what is going to happen in the case of a so-called ‘hard brexit without a deal‘.

Packages for UK will have to pass through customs, so take into account a possible extra duration of minimum 1 day (if all goes well). The final duration will depend on smooth processing at customs and on the fact that the addressee pays the VAT and import taxes on time. Packages to Ireland and Northern Ireland also pass through the UK, which means that an extra day also has to be added here. Packages to Ireland are not subject to customs controls.

Estimated throughput time for packages to the United Kingdom: 2 to 4 business days
Estimated throughput time for packages to Ireland: 3 to 5 business days

If the UK leaves the EU, then this means that British customers no longer have to pay Belgian VAT (21%). Check our VAT test article to verify you are seeing the correct price.

As is common within the UK, the recipient will be responsible for the payment of the import duties (if applicable), as well as the administration costs (estimated to be 5.00 GBP). UK customers will also have to pay import VAT on packages ordered in the EU. You can find more information about this at www.gov.uk.

Package recipients in the UK will receive a payment request with a secure payment link as soon as the package is scanned at customs. Therefore it is important that UK customers provide a working email address, which is checked on a regular basis!

No import duties are due for all packages with a value lower than 135 GBP, only import VAT. Attention: the recipient has 5 calendar days to arrange the payment. If he does not do this, the package will be irrevocably returned to the sender. Any costs related to returned packages will have to be paid by the customer. Resending fully paid but ultimately non-deliverable packages will unfortunately not be possible. If a package gets returned from the UK, then The Canyon Store will refund the payment minus the shipping and handling costs, with a minimum of 10 euro.

Given the lack of clarity about the way in which UK will leave the EU, there is currently no view on any adjusted shipping rates to UK. As soon as more is known about this, we will inform you accordingly.

The text above is applicable on all orders which arrive in the UK on or after 29th March 2019 at 11 pm UK time. Packages shipped on (e.g.) 27th or 28th March will probably arrive after 29th March and will hence be subject to the new regulations, even though they were ordered/shipped before the Brexit.

Update 11/04/2019: The United Kingdom is granted an extension until 31th October. In other words, 1st November 2019 is the new Brexit day.

Invoicing

I need an invoice for my accountancy. Can you send me one?

Yes, of course. We make an official invoice for each order that is placed at The Canyon Store.

If you have placed your order before 1st April 2019 then please contact us and we will be happy to send it to you (as a PDF file).

If you have placed your order between 1st April 2019 and 1st August 2019 then you can find this invoice as a PDF document in your account. Please note that the invoices for this period have to be uploaded manually by our staff, so if you can’t find your invoice it probably means that we forgot to upload it. In that case, please contact us and we will be happy to send it to you (as a PDF file).

If you have placed your order on or after 1st August 2019 then you can find this invoice as a PDF document in your account, but also as an attachment to your order confirmation mail. Since 1st August all invoices are created and mailed automatically to the client upon receipt of the payment.

Orders

Can I place an order through telephone, or email? Or messenger?

All orders must be entered online at www.canyonstore.be … We cannot accept orders which are placed through whatsapp, e-mail, telephone, messenger, text message, or other offline channels.

The client must enter the order online at www.canyonstore.be themselves, and agree with the rules and conditions before paying the order. A paid order will then automatically generate the picking order in our warehouse.

Can I return goods after the 14 day return period?

Yes. We understand that a package sometimes arrives at an inconvenient moment, and you simply don’t have time to inspect your order within fourteen (14) days of receipt thereof. Therefore we extend the grace period to sixty (60) days for private customers, for all orders placed on or after 1 September 2019. This will give you ample time to inspect the received items, and decide whether or not you wish to keep them.

However, please note that our store policy is to refund (pay back) orders only if the return is announced within 14 days of receipt thereof. Between day 14 and day 60 of the return period we can give you a store credit. This store credit will remain valid for 1 (one) year after we have received the returned goods. The items must still be returned undamaged and (where possible) in their original packaging, along with the labels, stickers, etc. The costs for returning the items are always borne by the customer! (also see our return policy on our rules and conditions page)

Returns which are announced after the 60 (sixty) day extended return period are not accepted.

Business customers who wish to return/cancel (part of) an order should contact The Canyon Store in writing within fourteen (14) days of receipt, period starting on the day following the day of receipt. These requests may or may not be taken into consideration. This will be examined case by case. The Canyon Store retains the privilege to accept or reject requests for cancellation/return from business customers.

 

Payments

Can I follow my order throughout your logistics process?

Yes, you can log in to your account and follow what is going on with your order.

Your order can have one of the following order statuses:

  • Pending payment: we have not yet received your payment. Most commonly this is because you selected direct bank transfer.
  • Processing: we have received your order and payment, and your order will be prepared for shipping soon.
  • Order Picking: the people in the warehouse are physically handling your order and preparing it for shipping. At this moment the order cannot be changed anymore, since it may already have been packed.
  • Shipped: your order has been labeled and shipped. At this point we cannot change your order anymore, since it has already left the warehouse.
  • Completed: according to our tracking information your order was delivered, so the order is completed.
  • Cancelled: your order has been cancelled, either by the customer or the shop owner (e.g. because no payment was received, or the goods are no longer available).
  • Refunded: your money has been paid back, e.g. because the order was cancelled, or it was lost in transit (and cannot be resent again).
Do you refund the return costs?

No, we do not. The terms and conditions clearly state that the cost of returning items is borne by the customer. This is also detailed in our FAQ about the return policy.

However, if you have paid with Paypal then you can ask a refund of the shipping costs from Paypal. See https://www.paypal.com/be/webapps/mpp/refunded-returns for the exact terms and conditions. This is a service offered by Paypal (not The Canyon Store!), and only valid for orders paid with Paypal. Again, this service is offered by Paypal (not The Canyon Store) and you should contact them for the exact details.

 

When will my goods be shipped?

Orders which are placed before 2 PM CET (Central European Time) are handled and shipped with BPost the same day. The conditions which apply are that all articles must be in stock (see the FAQ on Backordered items) and that the order is paid electronically.

We cannot guarantee same day shipments on orders which arrive after 2 PM (CET). Orders are treated on business days (i.e., Monday to Friday, except public holidays). Orders which arrive on a public holiday or in the weekend are handled the next business day.

Articles which are paid by bank transfer will be handled and shipped at the moment that the payment has been cleared on our bank account. On average this takes two days for payments within the Single Euro Payments Area (SEPA) – quite often it takes just one day, but sometimes it takes three days.

Picking

Can I place an order through telephone, or email? Or messenger?

All orders must be entered online at www.canyonstore.be … We cannot accept orders which are placed through whatsapp, e-mail, telephone, messenger, text message, or other offline channels.

The client must enter the order online at www.canyonstore.be themselves, and agree with the rules and conditions before paying the order. A paid order will then automatically generate the picking order in our warehouse.

Product advice

Can I get some advice about canyoning dry suits?

So you’re thinking about getting a dry suit? Excellent idea! A canyoning dry suit is a great way to extend your canyoning season, allowing you to go canyoning when it’s late/early in the season and the temperature starts dropping/are still low.

How does a dry suit keep you warm?

wet suit keeps you warm because neoprene protects you against wind chill, and traps a thin layer of water between your body and the neoprene suit. This water heats up and -as long as the layer of water stays in place- keeps you warm. Unfortunately, the thin layer of water often disperses and often gets refreshed with new cold water, because you move around, jump, slide, swim, etc. In summer this is not a problem, but in winter…. brrr…

A canyoning dry suit keeps you warm because it protects you against wind chill, and traps a layer of air between your body and the dry suit. This air stays trapped inside the dry suit and doesn’t get refreshed with new cold air. A dry suit is completely air- and watertight, and is sealed with rubber seals at the neck and wrists. So except for your head and hands your whole body is encapsulated in the dry suit.

So do I need to wear anything underneath a dry suit?

YES! Absolutely. A dry suit on its own only provides protection against wind chill. It does not have much insulating properties (unlike a neoprene suit), so you should wear warm clothes underneath, like for example the Seland polar fleece undersuit, or other warm clothes. In fact, when you stand waist deep in cold water you will notice that the water pressure pushes the air in your dry suit to your upper body and as a result your legs will cool down after a while.

Can I still stay afloat with a dry suit?

Sure. The trapped air inside the suit keeps you afloat without any problem. In fact, trying to dive with a dry suit is pretty problematic. Swimming with a dry suit will actually make you feel/look like Bidendum 😉

Do I still need to wear neoprene socks?

Probably yes, because you probably tried on your shoes with neoprene socks. So if you leave your neoprene socks at home, then there is a chance that your shoes will become too large.

Great! Are there any other things I need to take into account?

You don’t want to do a approach walk (“marche d’approche”) in your dry suit, since it will get too warm. But often your backpack is still wet from the day before so you don’t want to wear your dry clothes either (or actually, you want to keep you dry clothes dry since you’ll wear them inside your canyoning dry suit). So we recommend putting your dry clothes in a dry bag or waterproof barrel, and wearing a short/t-shirt for your approach.

OK, so I ordered a Seland canyoning dry suit and it fits great except around my neck. In fact, I feel like I’m getting choked…

If you examine the neck seal of the Seland Canyoning Dry Suit you will notice that there are lines on the neck seal, about 3 mm apart. If the neck seal is too tight, cut off the first line of the seal. If the neck seal is still too tight, cut off the second line of the seal. Repeat this until the neck seal is comfortable. Make sure to cut the lines one per one, and try the suit on every time!

seland dry suit
seland dry suit

Products

Can I follow my order throughout your logistics process?

Yes, you can log in to your account and follow what is going on with your order.

Your order can have one of the following order statuses:

  • Pending payment: we have not yet received your payment. Most commonly this is because you selected direct bank transfer.
  • Processing: we have received your order and payment, and your order will be prepared for shipping soon.
  • Order Picking: the people in the warehouse are physically handling your order and preparing it for shipping. At this moment the order cannot be changed anymore, since it may already have been packed.
  • Shipped: your order has been labeled and shipped. At this point we cannot change your order anymore, since it has already left the warehouse.
  • Completed: according to our tracking information your order was delivered, so the order is completed.
  • Cancelled: your order has been cancelled, either by the customer or the shop owner (e.g. because no payment was received, or the goods are no longer available).
  • Refunded: your money has been paid back, e.g. because the order was cancelled, or it was lost in transit (and cannot be resent again).
Can I return goods?

Yes.

The customer has the right to inspect the items upon receipt. The customer is entitled to cancel (part of) the order within fourteen (14) days of receipt thereof, period starting on the day following the day of receipt. The items must be returned undamaged and (where possible) in their original packaging, along with the labels, stickers, etc. The costs for returning the items are always borne by the customer! (also see our FAQ on return costs)

All returns and cancellations must be announced in writing within fourteen (14) days of receipt, period starting on the day following the day of receipt. The customer must ship the unwanted items to our warehouse within fourteen (14) days after announcing the return. Do not return goods to the company seat! Returns and cancellations are to be sent to the warehouse only! We highly recommend that goods are returned with a tracking code!

Address of the warehouse:
Webship, attn of CanyonStore
Oudenaardestraat 84 gate 51
8570 Vichte (Belgium)

Note that returns/cancellations which are announced after the grace period of fourteen (14) days (upon receipt) may or may not be taken into consideration. This will be examined case by case.

Returned items or (partially) cancelled orders will be repaid within fourteen (14) days after receiving the returned goods. The repayment will be done through the same channel as the original payment was received. The Canyon Store does not charge fees or extras for cancellations or returned goods.

The consumer has the right to unpack the goods, inspect the goods, verify that the size is right, the color of the product matches the color of their eyes, etc. However, if the products are affected by an impairment resulting from the handling of the goods that goes beyond what was necessary to determine the nature, the characteristics and the functioning of the goods, the consumer will be responsible for this. The Canyon Store is entitled to reduce the reimbursement proportionally to reflect this impairment. For example, trying on a pair of shoes in your living room to see if they fit is okay. Trying on a pair of shoes and going on a long walk outside to see if they fit is beyond what is necessary.

Note that personalised items and items specifically tailored to a customer cannot be cancelled or returned. This may include such items as (non-exhaustive list) neoprene suits made to fit, shoes very small or large sizes (such as shoe size 47 or above, shoe size 35 or below for adults,…), laser engraved carabiners, items which are not part of our regular product range, etc.

Our company guarantees quality and service. Should, despite all our efforts and checks, items be delivered that do not meet your demands or that do not reach you in an undamaged condition, we request that you submit a complaint in writing to our Customer Service department (BVBA Unit05 IT Services, Capucienenstraat 14, 3545 Halen). If you have a problem with goods or services you purchased online, and we cannot reach an amiable solution, please be advised that you can use the European ODR platform to make a complaint and have it resolved by an independent dispute resolution body. For more information, please check https://ec.europa.eu/consumers/odr

Return Policy & Cancellation (for business customers)

Under European law business customers do not have the right to cancel orders or return items. The right to cancel (part of) the order within fourteen (14) days of receipt thereof does not apply to business customers.

Business customers who wish to return/cancel (part of) an order should contact The Canyon Store in writing within fourteen (14) days of receipt, period starting on the day following the day of receipt. These requests may or may not be taken into consideration. This will be examined case by case. The Canyon Store retains the privilege to accept or reject requests for cancellation/return from business customers.

Business customers are defined as clients who enter company details in their invoicing data, i.e. enter a VAT-number and/or company name for the invoicing. This includes non-profit organisations, and as such includes fire departments, governmental agencies, universities, health care organisations, etc. Quite obviously business customers also include for-profit organisations (commercial companies), even if their main goal is not related to canyoning (example: an arborist who buys a canyoning backpack, a travel agent who buys a pair of shoes for personal use but asks to be invoiced on his company).

 

Is there an actual physical store? I want to try on shoes before buying them

No, there is no physical store. Since October 2016 The Canyon Store is a fully digital shop. If you are in doubt, we recommend ordering several pairs and trying them on at your own leisure in your own home. You can return the non-fitting pairs (see our return policy though!). Please note that the return costs are at your own expense.

Some of the products are listed as being on backorder. If I place an order today, will the entire order ship at once when backordered items become available or will I receive separate shipments?

Most backordered items are back in stock in a reasonable time, i.e. between one and three weeks. As long as the delay is less than three weeks then the order will be shipped as one package as soon as all items are available. Should the delay become more than three weeks, then we will contact you to see what we can do. By default, all orders are shipped as one package.

What does ”available on backorder” mean?

This means that the product is currently not in stock at The Canyon Store. You can still order the article, and The Canyon Store will then order the article at the supplier. In general the delay on backordered articles is 2 to 3 weeks time.

Orders containing backordered items are shipped when all articles are back in stock. If the foreseen delay is more than 3 weeks, then we will contact the customer to see what we can do.

Why do I see prices with and without VAT?

Whether or not you have to pay VAT (value added tax) depends on the shipping destination. If we have to ship your order to a country inside the EU then we are obliged to add VAT. If we have to ship your order to a country outside the EU then we don’t have to add VAT.

If you select a shipping destination outside the EU, then the website will automatically display the correct prices (excluding VAT).

If you have a valid European VAT number then you can enter it in the last step of your order, just before payment. The VAT number will be checked against the VIES database of the European Commission, and if the VAT number is valid then the VAT-amount will be automatically subtracted (this is called an intracommunity delivery).

if you enter a valid VAT number then we can do an intra-community delivery (without VAT)
if you enter a valid VAT number then we can do an intra-community delivery (without VAT)

 

If in doubt, check the VAT test article: The price should be shown as € 1.21 incl. VAT (€ 1.00 excl. VAT) if you select a ship to country within the EU. 21% VAT is charged for delivery inside the EU.

The price of the VAT test article should be shown as € 1.00 incl. VAT (€ 1.00 excl. VAT) if you select a ship to country outside the EU. 0% VAT is charged for delivery outside the EU.

The price of the the VAT test article should also be shown as € 1.00 incl. VAT (€ 1.00 excl. VAT) if you enter a valid (non-Belgian) VAT number. 0% VAT is charged for intra-community deliveries.

 

Will the seat protector fit my harness?

Unsure if the seat protector fits your harness? Measure the width of the belt of the canyoning harness… In the picture below you can see (as an example) the Petzl C86 harness which has a 44mm webbing. If it is 44mm (or even a little less) then the Singing Rock, Rodcle, Aventure Verticale, Petzl or Edelrid seat protectors will fit.

 

seat protect - measure your harness

Promotions

What are CanyonPoints?

CanyonPoints is a loyalty system for CanyonStore customers. CanyonPoints are awarded in several ways, for example by placing an order, reviewing a product, sharing a post on social media, participating in an event, etc. The received CanyonPoints can then be exchanged for discount coupons, that can be used for your next order.

Throughout time the number of awarded CanyonPoints can vary. We can promote certain categories of products, so that you earn more points when you buy a certain product at a certain time. The best way to stay informed is by subscribing to our newsletter or following us on Facebook.

Currently you can earn canyoning points as follows:

  • Reviewing a product (that you have bought obviously ;-)): 150 CanyonPoints
  • Placing your first order (new customer): 200 CanyonPoints
  • Surviving another trip around the sun (happy birthday): 200 CanyonPoints
  • Buying a product, except books: 4 CanyonPoints per euro (excl VAT)
  • Buying books: 1 CanyonPoint per euro (excl VAT)

500 CanyonPoints result in a 5 euro discount coupon (excl VAT). CanyonPoints are automatically collected and exchanged automatically for a 5 euro discount coupon (excl VAT, 6.05 euro incl VAT) each time you reach a 500 points mark. A mail is sent out to our clients when they get a new coupon, and a reminder is sent out when the coupons are about to expire.
And do not worry if you lose your mail: your discount coupons are safely stored on our server!

CanyonPoints are awarded for completed orders, and can then be used for subsequent orders. CanyonPoints are attributed to orders placed on or after 13th April 2019.

Refund

Can I return goods after the 14 day return period?

Yes. We understand that a package sometimes arrives at an inconvenient moment, and you simply don’t have time to inspect your order within fourteen (14) days of receipt thereof. Therefore we extend the grace period to sixty (60) days for private customers, for all orders placed on or after 1 September 2019. This will give you ample time to inspect the received items, and decide whether or not you wish to keep them.

However, please note that our store policy is to refund (pay back) orders only if the return is announced within 14 days of receipt thereof. Between day 14 and day 60 of the return period we can give you a store credit. This store credit will remain valid for 1 (one) year after we have received the returned goods. The items must still be returned undamaged and (where possible) in their original packaging, along with the labels, stickers, etc. The costs for returning the items are always borne by the customer! (also see our return policy on our rules and conditions page)

Returns which are announced after the 60 (sixty) day extended return period are not accepted.

Business customers who wish to return/cancel (part of) an order should contact The Canyon Store in writing within fourteen (14) days of receipt, period starting on the day following the day of receipt. These requests may or may not be taken into consideration. This will be examined case by case. The Canyon Store retains the privilege to accept or reject requests for cancellation/return from business customers.

 

I ordered the wrong article. Can I exchange this for a different article?

Unfortunately we do not offer exchanges. If you have ordered an incorrect article, you can return items, for which you will get a refund or a store credit. We do not offer an exchange (i.e. shipping an other article after receiving the returned article). If you want another product (or size) instead, please put in a new order.

The only exception is when The Canyon Store has accidentally shipped you an incorrect size or article. In that case we do offer an exchange!

What are the instructions for returning a product?

As described in the Return Policy in the Conditions, private customers have up to 60 (sixty days) to announce a (partial) cancellation and return of items. Below are the detailed steps on how to return an item.

First inform us, either through the contactform or by email at sales@canyonstore.eu of your intent to return items. This is valid for all customers, whether they live inside or outside the EU, for private customers just as well as business customers.  Please make sure to mention your order number, and clearly state which items of your order you wish to return. Once we have received your request for a (partial) cancellation and return of items we create a return order in our warehousing system and communicate the return order number to you. It will have the format “PO12345”. Do not return any items before you have received the “PO12345” number.

Put the merchandise including all original labels and tags, in a sturdy cardboard box and mention the “PO” number on the outside of the box, or on a slip of paper inside the box. Then ship the items to our warehouse within fourteen (14) days after announcing the return. We highly recommend that goods are returned with a tracking code!

Warehouse address:
Webship, attention of CanyonStore
Oudenaardestraat 84 gate 51, 8570 Vichte, Belgium

Once the package has been received at our warehouse it will be examined for damages. If there are no damages, then the returned items or (partially) cancelled orders will be repaid within fourteen (14) days after receiving the returned goods. The repayment will be done through the same channel as the original payment was received. That’s it!

Unfortunately, there is more paperwork involved for customers residing outside the EU. So what do you need to do?

Once we have received your request for a (partial) cancellation and return of items we create a return order in our warehousing system and communicate the return order number to you. We will also create a credit note and a return document for the Belgian customs department and send it to you.

Put the merchandise including all original labels and tags, in a sturdy cardboard box. Include a document folder (on both the outside and inside the box) with a print out of the following documents

    1. a copy of the invoice of your original order
    2. a copy of the credit notes that we have sent you
    3. a signed and dated copy of the return documents for BE customs that we have sent you
    4. a copy of the original shipping label
    5. a slip of paper mentioning the “PO” number

Then ship the items to our warehouse within fourteen (14) days after announcing the return. We highly recommend that goods are returned with a tracking code!

Warehouse address:
Webship, attention of CanyonStore
Oudenaardestraat 84 gate 51, 8570 Vichte, Belgium

If you can’t find the original invoice, or the original shipping label, then don’t worry… we can send it to you as a PDF. Once the package has been received at our warehouse it will be examined for damages. If there are no damages, then the returned items or (partially) cancelled orders will be repaid within fourteen (14) days after receiving the returned goods. The repayment will be done through the same channel as the original payment was received. Please note though that returns from outside the EU can take anything between 7 and 90 days to get processed by Customs. That’s it!

Return policy

Can I return goods after the 14 day return period?

Yes. We understand that a package sometimes arrives at an inconvenient moment, and you simply don’t have time to inspect your order within fourteen (14) days of receipt thereof. Therefore we extend the grace period to sixty (60) days for private customers, for all orders placed on or after 1 September 2019. This will give you ample time to inspect the received items, and decide whether or not you wish to keep them.

However, please note that our store policy is to refund (pay back) orders only if the return is announced within 14 days of receipt thereof. Between day 14 and day 60 of the return period we can give you a store credit. This store credit will remain valid for 1 (one) year after we have received the returned goods. The items must still be returned undamaged and (where possible) in their original packaging, along with the labels, stickers, etc. The costs for returning the items are always borne by the customer! (also see our return policy on our rules and conditions page)

Returns which are announced after the 60 (sixty) day extended return period are not accepted.

Business customers who wish to return/cancel (part of) an order should contact The Canyon Store in writing within fourteen (14) days of receipt, period starting on the day following the day of receipt. These requests may or may not be taken into consideration. This will be examined case by case. The Canyon Store retains the privilege to accept or reject requests for cancellation/return from business customers.

 

Can I return goods?

Yes.

The customer has the right to inspect the items upon receipt. The customer is entitled to cancel (part of) the order within fourteen (14) days of receipt thereof, period starting on the day following the day of receipt. The items must be returned undamaged and (where possible) in their original packaging, along with the labels, stickers, etc. The costs for returning the items are always borne by the customer! (also see our FAQ on return costs)

All returns and cancellations must be announced in writing within fourteen (14) days of receipt, period starting on the day following the day of receipt. The customer must ship the unwanted items to our warehouse within fourteen (14) days after announcing the return. Do not return goods to the company seat! Returns and cancellations are to be sent to the warehouse only! We highly recommend that goods are returned with a tracking code!

Address of the warehouse:
Webship, attn of CanyonStore
Oudenaardestraat 84 gate 51
8570 Vichte (Belgium)

Note that returns/cancellations which are announced after the grace period of fourteen (14) days (upon receipt) may or may not be taken into consideration. This will be examined case by case.

Returned items or (partially) cancelled orders will be repaid within fourteen (14) days after receiving the returned goods. The repayment will be done through the same channel as the original payment was received. The Canyon Store does not charge fees or extras for cancellations or returned goods.

The consumer has the right to unpack the goods, inspect the goods, verify that the size is right, the color of the product matches the color of their eyes, etc. However, if the products are affected by an impairment resulting from the handling of the goods that goes beyond what was necessary to determine the nature, the characteristics and the functioning of the goods, the consumer will be responsible for this. The Canyon Store is entitled to reduce the reimbursement proportionally to reflect this impairment. For example, trying on a pair of shoes in your living room to see if they fit is okay. Trying on a pair of shoes and going on a long walk outside to see if they fit is beyond what is necessary.

Note that personalised items and items specifically tailored to a customer cannot be cancelled or returned. This may include such items as (non-exhaustive list) neoprene suits made to fit, shoes very small or large sizes (such as shoe size 47 or above, shoe size 35 or below for adults,…), laser engraved carabiners, items which are not part of our regular product range, etc.

Our company guarantees quality and service. Should, despite all our efforts and checks, items be delivered that do not meet your demands or that do not reach you in an undamaged condition, we request that you submit a complaint in writing to our Customer Service department (BVBA Unit05 IT Services, Capucienenstraat 14, 3545 Halen). If you have a problem with goods or services you purchased online, and we cannot reach an amiable solution, please be advised that you can use the European ODR platform to make a complaint and have it resolved by an independent dispute resolution body. For more information, please check https://ec.europa.eu/consumers/odr

Return Policy & Cancellation (for business customers)

Under European law business customers do not have the right to cancel orders or return items. The right to cancel (part of) the order within fourteen (14) days of receipt thereof does not apply to business customers.

Business customers who wish to return/cancel (part of) an order should contact The Canyon Store in writing within fourteen (14) days of receipt, period starting on the day following the day of receipt. These requests may or may not be taken into consideration. This will be examined case by case. The Canyon Store retains the privilege to accept or reject requests for cancellation/return from business customers.

Business customers are defined as clients who enter company details in their invoicing data, i.e. enter a VAT-number and/or company name for the invoicing. This includes non-profit organisations, and as such includes fire departments, governmental agencies, universities, health care organisations, etc. Quite obviously business customers also include for-profit organisations (commercial companies), even if their main goal is not related to canyoning (example: an arborist who buys a canyoning backpack, a travel agent who buys a pair of shoes for personal use but asks to be invoiced on his company).

 

Do you refund the return costs?

No, we do not. The terms and conditions clearly state that the cost of returning items is borne by the customer. This is also detailed in our FAQ about the return policy.

However, if you have paid with Paypal then you can ask a refund of the shipping costs from Paypal. See https://www.paypal.com/be/webapps/mpp/refunded-returns for the exact terms and conditions. This is a service offered by Paypal (not The Canyon Store!), and only valid for orders paid with Paypal. Again, this service is offered by Paypal (not The Canyon Store) and you should contact them for the exact details.

 

I made a mistake in my order. Can you still adapt it?

Unfortunately, we cannot do this. Once an order is placed then the invoice is created automatically and cannot be adapted anymore.

If we manually change the order (i.e. adapt the picking order) then this will create differences between the invoice and the contents of the box.  This in turn will, without a doubt, create issues with the customs department. This is especially important for export orders (shipped outside the EU).

Furthermore changing the order manually will create stock differences between the warehouse and the online system.

If you have made a mistake, and the order is not yet picked/packed/shipped, then we can put the order on hold, (partially) cancel and (partially) refund the incorrect articles. You, the customer, will then have to place a new order. Often it is easiest to cancel the whole order and place it again in its totality.

If the order is already packed/shipped then we cannot do anything. In that case we refer to our return policy.

I ordered the wrong article. Can I exchange this for a different article?

Unfortunately we do not offer exchanges. If you have ordered an incorrect article, you can return items, for which you will get a refund or a store credit. We do not offer an exchange (i.e. shipping an other article after receiving the returned article). If you want another product (or size) instead, please put in a new order.

The only exception is when The Canyon Store has accidentally shipped you an incorrect size or article. In that case we do offer an exchange!

I placed an order several weeks ago and it still did not arrive. What gives?

Here at The Canyon Store we do our best to inform the customer of the progress of their order. As soon as the package leaves our warehouse we inform the client of the tracking code, and tracking website where they can follow their shipment. Usually this will be DPD or Bpost.

Unfortunately, once the package has been shipped it is out of our control. Millions of packages get shipped worldwide every day, and the vast majority of them arrive on time and undamaged. However, sometimes it happens that a package gets stuck in the process….

At our side we try to follow up the parcels after they’ve been shipped, but sometimes we miss the fact that your parcel has become “stuck” somewhere. If you notice that your parcel is “At parcel delivery centre” or “Sorting” or “In transit” for an unusually long time, please contact us. We can contact our account manager at DPD or Bpost and launch an investigation.

If the investigation shows that your package is in fact lost in transit, then we will contact you (the customer) for further follow up. This can be a refund, a new shipment with other items, a new shipment with the same articles, or store credit for future use. Regrettably, these investigations can take several weeks, especially when shipped outside the EU! Please note that we cannot give you a refund or ship other articles until we receive an official and formal conclusion of the investigation. It has happened the package suddenly pops up after a few weeks in the sorting process, and then still gets delivered.

 

I received the wrong product. Now what?

If you placed your order from our online shop and received the wrong product, please contact us and we’ll help you with the return and/or refund process.

We still work with humans in our warehouse (yeah, we know, that’s so twentieth century!) and humans make mistakes. The most common mistakes are wrong sizes, or wrong colors. Light blue instead of dark blue, extra large instead of large… Very important, if the box arrived damages and/or appears to have been opened, let us know and definitely take pictures before unpacking the box.

The first thing you need to do is contact us, by phone or preferably by mail. Please send us as much information as possible. Include your order number, which product you ordered and what you received instead. Include pictures of the product label(s), and the picking slip.

We will then investigate in our warehouse, and amongst others do a count of our stock, check the weight of the outgoing box (each outbound order is weighed and registered) and see if this weight corresponds with the correct/incorrect articles.  If the investigation shows that the wrong article has indeed been sent, we will contact you and figure out a way to rectify this. This can be a return label, or a proposal to keep the wrong product at a discounted rate.

If you receive an incorrect product and do not warn us within fourteen (14) days of receipt thereof, then we will consider this an act of acceptance of the received product in lieu of the ordered article.

Please note that if you have received an incorrect product, you do not automatically have the right to keep this product “for free”. We will send you the correct item, and/or refund you. We will also propose that you keep the incorrect item (at a discounted rate), or send you a return label. We expect the customer to return the inadvertently received articles within seven (7) days after receipt of the return label. Keeping a product which is not your property without permision, even if you have mistakenly received it, is known as embezzlement.

What are the instructions for returning a product?

As described in the Return Policy in the Conditions, private customers have up to 60 (sixty days) to announce a (partial) cancellation and return of items. Below are the detailed steps on how to return an item.

First inform us, either through the contactform or by email at sales@canyonstore.eu of your intent to return items. This is valid for all customers, whether they live inside or outside the EU, for private customers just as well as business customers.  Please make sure to mention your order number, and clearly state which items of your order you wish to return. Once we have received your request for a (partial) cancellation and return of items we create a return order in our warehousing system and communicate the return order number to you. It will have the format “PO12345”. Do not return any items before you have received the “PO12345” number.

Put the merchandise including all original labels and tags, in a sturdy cardboard box and mention the “PO” number on the outside of the box, or on a slip of paper inside the box. Then ship the items to our warehouse within fourteen (14) days after announcing the return. We highly recommend that goods are returned with a tracking code!

Warehouse address:
Webship, attention of CanyonStore
Oudenaardestraat 84 gate 51, 8570 Vichte, Belgium

Once the package has been received at our warehouse it will be examined for damages. If there are no damages, then the returned items or (partially) cancelled orders will be repaid within fourteen (14) days after receiving the returned goods. The repayment will be done through the same channel as the original payment was received. That’s it!

Unfortunately, there is more paperwork involved for customers residing outside the EU. So what do you need to do?

Once we have received your request for a (partial) cancellation and return of items we create a return order in our warehousing system and communicate the return order number to you. We will also create a credit note and a return document for the Belgian customs department and send it to you.

Put the merchandise including all original labels and tags, in a sturdy cardboard box. Include a document folder (on both the outside and inside the box) with a print out of the following documents

    1. a copy of the invoice of your original order
    2. a copy of the credit notes that we have sent you
    3. a signed and dated copy of the return documents for BE customs that we have sent you
    4. a copy of the original shipping label
    5. a slip of paper mentioning the “PO” number

Then ship the items to our warehouse within fourteen (14) days after announcing the return. We highly recommend that goods are returned with a tracking code!

Warehouse address:
Webship, attention of CanyonStore
Oudenaardestraat 84 gate 51, 8570 Vichte, Belgium

If you can’t find the original invoice, or the original shipping label, then don’t worry… we can send it to you as a PDF. Once the package has been received at our warehouse it will be examined for damages. If there are no damages, then the returned items or (partially) cancelled orders will be repaid within fourteen (14) days after receiving the returned goods. The repayment will be done through the same channel as the original payment was received. Please note though that returns from outside the EU can take anything between 7 and 90 days to get processed by Customs. That’s it!

Shipping

Can I follow my order throughout your logistics process?

Yes, you can log in to your account and follow what is going on with your order.

Your order can have one of the following order statuses:

  • Pending payment: we have not yet received your payment. Most commonly this is because you selected direct bank transfer.
  • Processing: we have received your order and payment, and your order will be prepared for shipping soon.
  • Order Picking: the people in the warehouse are physically handling your order and preparing it for shipping. At this moment the order cannot be changed anymore, since it may already have been packed.
  • Shipped: your order has been labeled and shipped. At this point we cannot change your order anymore, since it has already left the warehouse.
  • Completed: according to our tracking information your order was delivered, so the order is completed.
  • Cancelled: your order has been cancelled, either by the customer or the shop owner (e.g. because no payment was received, or the goods are no longer available).
  • Refunded: your money has been paid back, e.g. because the order was cancelled, or it was lost in transit (and cannot be resent again).
Do I have to pay VAT?

Whether or not you have to pay VAT (value added tax) depends on the shipping destination.

If we have to ship your order to a country inside the EU then we are obliged to add VAT.

If we have to ship your order to a country outside the EU then we don’t have to add VAT. Keep in mind though that the customer may have to pay import duties or import taxes on their order! In most cases you can import up to a certain amount without paying import duties. This varies from country to country, and may be 400 euro, 800 euro, or any other amount. Please check this with your customs department. It’s impossible for The Canyon Store to keep track of all import laws worldwide.

If in doubt, check the VAT test article: The price should be shown as € 1.21 incl. VAT (€ 1.00 excl. VAT) if you select a ship to country within the EU. 21% VAT is charged for delivery inside the EU.

The price of the VAT test article should be shown as € 1.00 incl. VAT (€ 1.00 excl. VAT) if you select a ship to country outside the EU. 0% VAT is charged for delivery outside the EU.

The price of the the VAT test article should also be shown as € 1.00 incl. VAT (€ 1.00 excl. VAT) if you enter a valid (non-Belgian) VAT number. 0% VAT is charged for intra-community deliveries.

Please note: If you have a valid European VAT number then you can enter it in the last step of your order, just before payment. The VAT number will be checked against the VIES database of the European Commission, and if the VAT number is valid then the VAT-amount will be automatically subtracted (this is called an intracommunity delivery).

if you enter a valid VAT number then we can do an intra-community delivery (without VAT)
if you enter a valid VAT number then we can do an intra-community delivery (without VAT)
Do I have to sign for my package?

Yes. Our packages are always shipped with insurance, and insurance requires a proof of delivery, i.e. a signature of the recipient.

What does this mean for you, the customer? It depends from country to country, but in most cases the package is offered twice or three times to the recipient. If nobody is there to receive (and sign for) the package then it usually gets transferred to a collection point nearby (e.g. a post office or something similar).

This also means that in most cases it is not possible to “drop off the package on the porch” or “leave it behind the garage”.

Do you also offer free shipping?

Yes, we do, but only to certain destination countries and for orders above a certain amount. Click here to see the cost of shipping and under which conditions we offer free shipping.

Do you know about how long it usually takes to ship to the United States?

On average it takes 10 days to ship to the USA. This is an average, based on past experience. However, please note that the US Customs department has the right to detain and inspect a package. This happens rarely, but it can happen, and there’s nothing we can do about that. If they do detain a package it may take up to four weeks before a package arrives. So in summary, expect arrival in 10 days, but don’t be surprised if it takes a month.

Do you refund the return costs?

No, we do not. The terms and conditions clearly state that the cost of returning items is borne by the customer. This is also detailed in our FAQ about the return policy.

However, if you have paid with Paypal then you can ask a refund of the shipping costs from Paypal. See https://www.paypal.com/be/webapps/mpp/refunded-returns for the exact terms and conditions. This is a service offered by Paypal (not The Canyon Store!), and only valid for orders paid with Paypal. Again, this service is offered by Paypal (not The Canyon Store) and you should contact them for the exact details.

 

Do you ship worldwide?

Yes, we ship to (nearly) all countries.

Click here to see the cost of shipping, and here to see in which cases you can get free shipping.

I am living outside the European Union. Do I have to pay import taxes?

Customs and Import Duties Information: You may be subject to import duties and taxes, which are levied once the package reaches your country. Additional charges for customs clearance must be borne by you; CanyonStore has no control over these charges and cannot predict what they may be. Upon ordering this product you agree to pay any duties, customs or fees required by your government or the shipper. Customs policies vary widely from country to country; you should contact your local customs office for further information. Additionally, when ordering from The Canyon Store, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods. All refused international shipments will be charged return shipping fees.

In most cases you can import up to a certain amount without paying import duties. This varies from country to country, and may be 200 euro, 400 euro, 800 euro, or any other amount. Please check this with your local customs department. It’s impossible for The Canyon Store to keep track of all import laws worldwide.

You don’t have to pay import duties inside the European Single Market!

I placed an order several weeks ago and it still did not arrive. What gives?

Here at The Canyon Store we do our best to inform the customer of the progress of their order. As soon as the package leaves our warehouse we inform the client of the tracking code, and tracking website where they can follow their shipment. Usually this will be DPD or Bpost.

Unfortunately, once the package has been shipped it is out of our control. Millions of packages get shipped worldwide every day, and the vast majority of them arrive on time and undamaged. However, sometimes it happens that a package gets stuck in the process….

At our side we try to follow up the parcels after they’ve been shipped, but sometimes we miss the fact that your parcel has become “stuck” somewhere. If you notice that your parcel is “At parcel delivery centre” or “Sorting” or “In transit” for an unusually long time, please contact us. We can contact our account manager at DPD or Bpost and launch an investigation.

If the investigation shows that your package is in fact lost in transit, then we will contact you (the customer) for further follow up. This can be a refund, a new shipment with other items, a new shipment with the same articles, or store credit for future use. Regrettably, these investigations can take several weeks, especially when shipped outside the EU! Please note that we cannot give you a refund or ship other articles until we receive an official and formal conclusion of the investigation. It has happened the package suddenly pops up after a few weeks in the sorting process, and then still gets delivered.

 

Some of the products are listed as being on backorder. If I place an order today, will the entire order ship at once when backordered items become available or will I receive separate shipments?

Most backordered items are back in stock in a reasonable time, i.e. between one and three weeks. As long as the delay is less than three weeks then the order will be shipped as one package as soon as all items are available. Should the delay become more than three weeks, then we will contact you to see what we can do. By default, all orders are shipped as one package.

What is the cost of shipping?

The cost of shipping is based on the destination country. CanyonStore.be ships with BPost or DPD. The prices in the table(s) below are including 21% VAT, where applicable. 21% VAT is charged for on the delivery inside the EU. 0% VAT is charged for intra-community deliveries or for deliveries outside the EU. The VAT rule also applies on the cost of shipping.

Shipping costs (valid as from 8 April 2019):

Ship to 0-4 kg 4-6 kg 6-8 kg 8-10 kg 10-15 kg 15-20 kg 20-30 kg 30-60 kg
Albania € 32.50 € 45.98 € 55.66 € 65.34 € 81.07 € 105.27 € 153.07 € 306.13
Andorra € 32.50 € 45.98 € 55.66 € 65.34 € 81.07 € 105.27 € 153.07 € 306.13
Australia € 39.50 € 75.02 € 95.59 € 116.16 € 151.86 € 203.28 € 306.74 € 613.47
Austria € 11.92 € 11.92 € 11.92 € 11.92 € 11.92 € 11.92 € 11.92 € 23.84
Belarus € 32.50 € 45.98 € 55.66 € 65.34 € 81.07 € 105.27 € 153.07 € 306.13
Belgium € 5.87 € 5.87 € 5.87 € 5.87 € 5.87 € 5.87 € 5.87 € 11.74
Brazil € 37.50 € 53.85 € 62.32 € 70.79 € 85.31 € 107.09 € 150.04 € 300.08
Bulgaria € 28.01 € 28.01 € 28.01 € 28.01 € 28.01 € 28.01 € 28.01 € 56.02
Canada € 24.50 € 33.88 € 38.12 € 42.35 € 49.61 € 60.50 € 82.28 € 164.56
China € 36.00 € 52.03 € 60.50 € 68.37 € 82.89 € 103.46 € 145.20 € 290.40
Colombia € 39.50 € 67.16 € 87.12 € 107.09 € 140.97 € 190.58 € 289.80 € 579.59
Croatia € 24.93 € 24.93 € 24.93 € 24.93 € 24.93 € 24.93 € 24.93 € 49.85
Cyprus € 32.50 € 45.98 € 55.66 € 65.34 € 81.07 € 105.27 € 153.07 € 306.13
Czech Republic € 15.73 € 15.73 € 15.73 € 15.73 € 15.73 € 15.73 € 15.73 € 31.46
Denmark € 13.61 € 13.61 € 13.61 € 13.61 € 13.61 € 13.61 € 13.61 € 27.23
Ecuador € 39.50 € 67.16 € 87.12 € 107.09 € 140.97 € 190.58 € 289.80 € 579.59
Estonia € 22.20 € 22.20 € 22.20 € 22.20 € 22.20 € 22.20 € 22.20 € 44.41
Faroe Islands € 32.50 € 45.98 € 55.66 € 65.34 € 81.07 € 105.27 € 153.07 € 306.13
Finland € 21.48 € 21.48 € 21.48 € 21.48 € 21.48 € 21.48 € 21.48 € 42.96
France € 11.80 € 11.80 € 11.80 € 11.80 € 11.80 € 11.80 € 11.80 € 23.60
Germany € 7.80 € 7.80 € 7.80 € 7.80 € 7.80 € 7.80 € 7.80 € 15.61
Gibraltar € 32.50 € 45.98 € 55.66 € 65.34 € 81.07 € 105.27 € 153.07 € 306.13
Greece € 24.20 € 28.07 € 31.82 € 35.63 € 35.63 € 35.63 € 35.63 € 71.27
Guernsey € 32.50 € 45.98 € 55.66 € 65.34 € 81.07 € 105.27 € 153.07 € 306.13
Hong Kong € 34.00 € 49.01 € 56.87 € 64.13 € 77.44 € 94.38 € 136.13 € 272.25
Hungary € 17.85 € 17.85 € 17.85 € 17.85 € 17.85 € 17.85 € 17.85 € 35.70
India € 34.00 € 49.01 € 56.87 € 64.13 € 77.44 € 94.38 € 136.13 € 272.25
Indonesia € 34.00 € 49.01 € 56.87 € 64.13 € 77.44 € 94.38 € 136.13 € 272.25
Iceland € 29.35 € 29.35 € 29.35 € 29.35 € 29.35 € 29.35 € 59.70 € 119.40
Ireland € 20.03 € 20.03 € 20.03 € 20.03 € 20.03 € 20.03 € 20.03 € 40.05
Isle of Man € 32.50 € 45.98 € 55.66 € 65.34 € 81.07 € 105.27 € 153.07 € 306.13
Israel € 39.50 € 67.16 € 87.12 € 107.09 € 140.97 € 190.58 € 289.80 € 579.59
Italy € 15.79 € 15.79 € 15.79 € 15.79 € 15.79 € 15.79 € 15.79 € 31.58
Japan € 36.00 € 52.03 € 60.50 € 68.37 € 82.89 € 103.46 € 145.20 € 290.40
Jersey € 32.50 € 45.98 € 55.66 € 65.34 € 81.07 € 105.27 € 153.07 € 306.13
Jordan € 39.50 € 67.16 € 87.12 € 107.09 € 140.97 € 190.58 € 289.80 € 579.59
Kuwait € 39.50 € 67.16 € 87.12 € 107.09 € 140.97 € 190.58 € 289.80 € 579.59
Latvia € 22.20 € 22.20 € 22.20 € 22.20 € 22.20 € 22.20 € 22.20 € 44.41
Lithuania € 22.20 € 22.20 € 22.20 € 22.20 € 22.20 € 22.20 € 22.20 € 44.41
Luxembourg € 6.96 € 6.96 € 6.96 € 6.96 € 6.96 € 6.96 € 6.96 € 13.92
Macedonia € 32.50 € 45.98 € 55.66 € 65.34 € 81.07 € 105.27 € 153.07 € 306.13
Malaysia € 34.00 € 49.01 € 56.87 € 64.13 € 77.44 € 94.38 € 136.13 € 272.25
Malta € 32.50 € 45.98 € 55.66 € 65.34 € 81.07 € 105.27 € 153.07 € 306.13
Mauritius € 58.00 € 81.50 € 104.50 € 128.50 € 168.50 € 228.00 € 346.50 € 693.00
Mexico € 32.50 € 45.98 € 55.66 € 65.34 € 81.07 € 105.27 € 153.07 € 306.13
Moldavia € 32.50 € 45.98 € 55.66 € 65.34 € 81.07 € 105.27 € 153.07 € 306.13
Netherlands € 6.96 € 6.96 € 6.96 € 6.96 € 6.96 € 6.96 € 6.96 € 13.92
New Zealand € 39.50 € 67.16 € 87.12 € 107.09 € 140.97 € 190.58 € 289.80 € 579.59
Norway € 18.50 € 22.39 € 22.39 € 22.39 € 22.39 € 22.39 € 22.39 € 44.77
Oman € 39.50 € 67.16 € 87.12 € 107.09 € 140.97 € 190.58 € 289.80 € 579.59
Philippines € 34.00 € 49.01 € 56.87 € 64.13 € 77.44 € 94.38 € 136.13 € 272.25
Poland € 17.48 € 17.48 € 17.48 € 17.48 € 17.48 € 17.48 € 17.48 € 34.97
Portugal € 22.87 € 25.53 € 25.53 € 25.53 € 25.53 € 25.53 € 25.53 € 51.06
Qatar € 39.50 € 67.16 € 87.12 € 107.09 € 140.97 € 190.58 € 289.80 € 579.59
Réunion € 58.00 € 81.50 € 104.50 € 128.50 € 168.50 € 228.00 € 346.50 € 693.00
Romania € 26.02 € 26.02 € 26.02 € 26.02 € 26.02 € 26.02 € 26.02 € 52.03
San Marino € 32.50 € 45.98 € 55.66 € 65.34 € 81.07 € 105.27 € 153.07 € 306.13
Singapore € 34.00 € 49.01 € 56.87 € 64.13 € 77.44 € 94.38 € 136.13 € 272.25
Slovakia € 17.12 € 17.12 € 17.12 € 17.12 € 17.12 € 17.12 € 17.12 € 34.24
Slovenia € 17.12 € 17.12 € 17.12 € 17.12 € 17.12 € 17.12 € 17.12 € 34.24
South Africa € 34.00 € 49.01 € 56.87 € 64.13 € 77.44 € 94.38 € 136.13 € 272.25
Spain € 21.60 € 21.60 € 21.60 € 21.60 € 21.60 € 21.60 € 21.60 € 43.20
Sweden € 17.85 € 17.85 € 17.85 € 17.85 € 17.85 € 17.85 € 17.85 € 35.70
Switzerland € 24.10 € 33.46 € 37.81 € 42.17 € 49.49 € 60.32 € 81.98 € 163.96
Taiwan € 37.50 € 53.85 € 62.32 € 70.79 € 85.31 € 107.09 € 150.04 € 300.08
Turkey € 24.00 € 34.49 € 39.93 € 45.38 € 55.06 € 69.58 € 97.41 € 194.81
Ukraine € 32.50 € 45.98 € 55.66 € 65.34 € 81.07 € 105.27 € 153.07 € 306.13
United Arab Emirates € 39.50 € 67.16 € 87.12 € 107.09 € 140.97 € 190.58 € 289.80 € 579.59
United Kingdom € 11.80 € 11.80 € 11.80 € 11.80 € 11.80 € 11.80 € 11.80 € 23.60
USA € 25.50 € 42.96 € 54.45 € 66.55 € 86.52 € 116.16 € 175.45 € 350.90

 

CanyonStore.be also offers free shipping to certain destination countries and for orders above a certain amount. The table below shows which destination countries and which amounts entitle you to free shipping.

Free shipping with Bpost on orders above
Belgium € 100.00
France € 110.00
Germany € 110.00
Luxembourg € 110.00
Netherlands € 100.00
Republic of Ireland € 110.00
United Kingdom (UK) € 110.00

All order amounts are in Euro, including VAT.  All shipping rates are in Euro, including 21% VAT. For export outside the EU no VAT is calculated. For intra-community deliveries no VAT is calculated.

What is the speed of delivery? How fast will I get my goods?

Speed of delivery fluctuates heavily, especially when shipping outside the European Union. Delivery in Europe takes anything between 2 days (neighbouring countries) and 2 weeks. Shipping worldwide may take anything between 1 and 4 weeks. CanyonStore.be cannot influence the transit times. CanyonStore.be is no longer responsible for the package once it has been shipped.

CanyonStore.eu considers it essential that the customer is kept updated, insofar as is possible, about the status of their order. The order is confirmed by email, while the customer is also informed when the order is processed and given the tracking number, which means that the customer is continuously updated on the progress of the order.

What will be the impact of #Brexit on orders shipped to the UK?

This text is written on 19th March 2019. The Brexit is supposed to take place on 29th March 2019, but at this moment it is still very unclear what will happen at that moment. It is unclear whether or not the UK will leave the EU, and if so, how the exit will be handled. However, whether it will be a ‘hard’ or ‘soft’ Brexit: there will be changes anyway. Although we are still assuming a trade agreement, we are also preparing for a United Kingdom exit from the EU without a deal. Below is a checklist of what is going to happen in the case of a so-called ‘hard brexit without a deal‘.

Packages for UK will have to pass through customs, so take into account a possible extra duration of minimum 1 day (if all goes well). The final duration will depend on smooth processing at customs and on the fact that the addressee pays the VAT and import taxes on time. Packages to Ireland and Northern Ireland also pass through the UK, which means that an extra day also has to be added here. Packages to Ireland are not subject to customs controls.

Estimated throughput time for packages to the United Kingdom: 2 to 4 business days
Estimated throughput time for packages to Ireland: 3 to 5 business days

If the UK leaves the EU, then this means that British customers no longer have to pay Belgian VAT (21%). Check our VAT test article to verify you are seeing the correct price.

As is common within the UK, the recipient will be responsible for the payment of the import duties (if applicable), as well as the administration costs (estimated to be 5.00 GBP). UK customers will also have to pay import VAT on packages ordered in the EU. You can find more information about this at www.gov.uk.

Package recipients in the UK will receive a payment request with a secure payment link as soon as the package is scanned at customs. Therefore it is important that UK customers provide a working email address, which is checked on a regular basis!

No import duties are due for all packages with a value lower than 135 GBP, only import VAT. Attention: the recipient has 5 calendar days to arrange the payment. If he does not do this, the package will be irrevocably returned to the sender. Any costs related to returned packages will have to be paid by the customer. Resending fully paid but ultimately non-deliverable packages will unfortunately not be possible. If a package gets returned from the UK, then The Canyon Store will refund the payment minus the shipping and handling costs, with a minimum of 10 euro.

Given the lack of clarity about the way in which UK will leave the EU, there is currently no view on any adjusted shipping rates to UK. As soon as more is known about this, we will inform you accordingly.

The text above is applicable on all orders which arrive in the UK on or after 29th March 2019 at 11 pm UK time. Packages shipped on (e.g.) 27th or 28th March will probably arrive after 29th March and will hence be subject to the new regulations, even though they were ordered/shipped before the Brexit.

Update 11/04/2019: The United Kingdom is granted an extension until 31th October. In other words, 1st November 2019 is the new Brexit day.

When will my goods be shipped?

Orders which are placed before 2 PM CET (Central European Time) are handled and shipped with BPost the same day. The conditions which apply are that all articles must be in stock (see the FAQ on Backordered items) and that the order is paid electronically.

We cannot guarantee same day shipments on orders which arrive after 2 PM (CET). Orders are treated on business days (i.e., Monday to Friday, except public holidays). Orders which arrive on a public holiday or in the weekend are handled the next business day.

Articles which are paid by bank transfer will be handled and shipped at the moment that the payment has been cleared on our bank account. On average this takes two days for payments within the Single Euro Payments Area (SEPA) – quite often it takes just one day, but sometimes it takes three days.

Taxes

What will be the impact of #Brexit on orders shipped to the UK?

This text is written on 19th March 2019. The Brexit is supposed to take place on 29th March 2019, but at this moment it is still very unclear what will happen at that moment. It is unclear whether or not the UK will leave the EU, and if so, how the exit will be handled. However, whether it will be a ‘hard’ or ‘soft’ Brexit: there will be changes anyway. Although we are still assuming a trade agreement, we are also preparing for a United Kingdom exit from the EU without a deal. Below is a checklist of what is going to happen in the case of a so-called ‘hard brexit without a deal‘.

Packages for UK will have to pass through customs, so take into account a possible extra duration of minimum 1 day (if all goes well). The final duration will depend on smooth processing at customs and on the fact that the addressee pays the VAT and import taxes on time. Packages to Ireland and Northern Ireland also pass through the UK, which means that an extra day also has to be added here. Packages to Ireland are not subject to customs controls.

Estimated throughput time for packages to the United Kingdom: 2 to 4 business days
Estimated throughput time for packages to Ireland: 3 to 5 business days

If the UK leaves the EU, then this means that British customers no longer have to pay Belgian VAT (21%). Check our VAT test article to verify you are seeing the correct price.

As is common within the UK, the recipient will be responsible for the payment of the import duties (if applicable), as well as the administration costs (estimated to be 5.00 GBP). UK customers will also have to pay import VAT on packages ordered in the EU. You can find more information about this at www.gov.uk.

Package recipients in the UK will receive a payment request with a secure payment link as soon as the package is scanned at customs. Therefore it is important that UK customers provide a working email address, which is checked on a regular basis!

No import duties are due for all packages with a value lower than 135 GBP, only import VAT. Attention: the recipient has 5 calendar days to arrange the payment. If he does not do this, the package will be irrevocably returned to the sender. Any costs related to returned packages will have to be paid by the customer. Resending fully paid but ultimately non-deliverable packages will unfortunately not be possible. If a package gets returned from the UK, then The Canyon Store will refund the payment minus the shipping and handling costs, with a minimum of 10 euro.

Given the lack of clarity about the way in which UK will leave the EU, there is currently no view on any adjusted shipping rates to UK. As soon as more is known about this, we will inform you accordingly.

The text above is applicable on all orders which arrive in the UK on or after 29th March 2019 at 11 pm UK time. Packages shipped on (e.g.) 27th or 28th March will probably arrive after 29th March and will hence be subject to the new regulations, even though they were ordered/shipped before the Brexit.

Update 11/04/2019: The United Kingdom is granted an extension until 31th October. In other words, 1st November 2019 is the new Brexit day.

VAT

Do I have to pay VAT?

Whether or not you have to pay VAT (value added tax) depends on the shipping destination.

If we have to ship your order to a country inside the EU then we are obliged to add VAT.

If we have to ship your order to a country outside the EU then we don’t have to add VAT. Keep in mind though that the customer may have to pay import duties or import taxes on their order! In most cases you can import up to a certain amount without paying import duties. This varies from country to country, and may be 400 euro, 800 euro, or any other amount. Please check this with your customs department. It’s impossible for The Canyon Store to keep track of all import laws worldwide.

If in doubt, check the VAT test article: The price should be shown as € 1.21 incl. VAT (€ 1.00 excl. VAT) if you select a ship to country within the EU. 21% VAT is charged for delivery inside the EU.

The price of the VAT test article should be shown as € 1.00 incl. VAT (€ 1.00 excl. VAT) if you select a ship to country outside the EU. 0% VAT is charged for delivery outside the EU.

The price of the the VAT test article should also be shown as € 1.00 incl. VAT (€ 1.00 excl. VAT) if you enter a valid (non-Belgian) VAT number. 0% VAT is charged for intra-community deliveries.

Please note: If you have a valid European VAT number then you can enter it in the last step of your order, just before payment. The VAT number will be checked against the VIES database of the European Commission, and if the VAT number is valid then the VAT-amount will be automatically subtracted (this is called an intracommunity delivery).

if you enter a valid VAT number then we can do an intra-community delivery (without VAT)
if you enter a valid VAT number then we can do an intra-community delivery (without VAT)
I am living outside the European Union. Do I have to pay import taxes?

Customs and Import Duties Information: You may be subject to import duties and taxes, which are levied once the package reaches your country. Additional charges for customs clearance must be borne by you; CanyonStore has no control over these charges and cannot predict what they may be. Upon ordering this product you agree to pay any duties, customs or fees required by your government or the shipper. Customs policies vary widely from country to country; you should contact your local customs office for further information. Additionally, when ordering from The Canyon Store, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods. All refused international shipments will be charged return shipping fees.

In most cases you can import up to a certain amount without paying import duties. This varies from country to country, and may be 200 euro, 400 euro, 800 euro, or any other amount. Please check this with your local customs department. It’s impossible for The Canyon Store to keep track of all import laws worldwide.

You don’t have to pay import duties inside the European Single Market!

What will be the impact of #Brexit on orders shipped to the UK?

This text is written on 19th March 2019. The Brexit is supposed to take place on 29th March 2019, but at this moment it is still very unclear what will happen at that moment. It is unclear whether or not the UK will leave the EU, and if so, how the exit will be handled. However, whether it will be a ‘hard’ or ‘soft’ Brexit: there will be changes anyway. Although we are still assuming a trade agreement, we are also preparing for a United Kingdom exit from the EU without a deal. Below is a checklist of what is going to happen in the case of a so-called ‘hard brexit without a deal‘.

Packages for UK will have to pass through customs, so take into account a possible extra duration of minimum 1 day (if all goes well). The final duration will depend on smooth processing at customs and on the fact that the addressee pays the VAT and import taxes on time. Packages to Ireland and Northern Ireland also pass through the UK, which means that an extra day also has to be added here. Packages to Ireland are not subject to customs controls.

Estimated throughput time for packages to the United Kingdom: 2 to 4 business days
Estimated throughput time for packages to Ireland: 3 to 5 business days

If the UK leaves the EU, then this means that British customers no longer have to pay Belgian VAT (21%). Check our VAT test article to verify you are seeing the correct price.

As is common within the UK, the recipient will be responsible for the payment of the import duties (if applicable), as well as the administration costs (estimated to be 5.00 GBP). UK customers will also have to pay import VAT on packages ordered in the EU. You can find more information about this at www.gov.uk.

Package recipients in the UK will receive a payment request with a secure payment link as soon as the package is scanned at customs. Therefore it is important that UK customers provide a working email address, which is checked on a regular basis!

No import duties are due for all packages with a value lower than 135 GBP, only import VAT. Attention: the recipient has 5 calendar days to arrange the payment. If he does not do this, the package will be irrevocably returned to the sender. Any costs related to returned packages will have to be paid by the customer. Resending fully paid but ultimately non-deliverable packages will unfortunately not be possible. If a package gets returned from the UK, then The Canyon Store will refund the payment minus the shipping and handling costs, with a minimum of 10 euro.

Given the lack of clarity about the way in which UK will leave the EU, there is currently no view on any adjusted shipping rates to UK. As soon as more is known about this, we will inform you accordingly.

The text above is applicable on all orders which arrive in the UK on or after 29th March 2019 at 11 pm UK time. Packages shipped on (e.g.) 27th or 28th March will probably arrive after 29th March and will hence be subject to the new regulations, even though they were ordered/shipped before the Brexit.

Update 11/04/2019: The United Kingdom is granted an extension until 31th October. In other words, 1st November 2019 is the new Brexit day.

Why do I see prices with and without VAT?

Whether or not you have to pay VAT (value added tax) depends on the shipping destination. If we have to ship your order to a country inside the EU then we are obliged to add VAT. If we have to ship your order to a country outside the EU then we don’t have to add VAT.

If you select a shipping destination outside the EU, then the website will automatically display the correct prices (excluding VAT).

If you have a valid European VAT number then you can enter it in the last step of your order, just before payment. The VAT number will be checked against the VIES database of the European Commission, and if the VAT number is valid then the VAT-amount will be automatically subtracted (this is called an intracommunity delivery).

if you enter a valid VAT number then we can do an intra-community delivery (without VAT)
if you enter a valid VAT number then we can do an intra-community delivery (without VAT)

 

If in doubt, check the VAT test article: The price should be shown as € 1.21 incl. VAT (€ 1.00 excl. VAT) if you select a ship to country within the EU. 21% VAT is charged for delivery inside the EU.

The price of the VAT test article should be shown as € 1.00 incl. VAT (€ 1.00 excl. VAT) if you select a ship to country outside the EU. 0% VAT is charged for delivery outside the EU.

The price of the the VAT test article should also be shown as € 1.00 incl. VAT (€ 1.00 excl. VAT) if you enter a valid (non-Belgian) VAT number. 0% VAT is charged for intra-community deliveries.

 

Wrong product

I ordered the wrong article. Can I exchange this for a different article?

Unfortunately we do not offer exchanges. If you have ordered an incorrect article, you can return items, for which you will get a refund or a store credit. We do not offer an exchange (i.e. shipping an other article after receiving the returned article). If you want another product (or size) instead, please put in a new order.

The only exception is when The Canyon Store has accidentally shipped you an incorrect size or article. In that case we do offer an exchange!

I received the wrong product. Now what?

If you placed your order from our online shop and received the wrong product, please contact us and we’ll help you with the return and/or refund process.

We still work with humans in our warehouse (yeah, we know, that’s so twentieth century!) and humans make mistakes. The most common mistakes are wrong sizes, or wrong colors. Light blue instead of dark blue, extra large instead of large… Very important, if the box arrived damages and/or appears to have been opened, let us know and definitely take pictures before unpacking the box.

The first thing you need to do is contact us, by phone or preferably by mail. Please send us as much information as possible. Include your order number, which product you ordered and what you received instead. Include pictures of the product label(s), and the picking slip.

We will then investigate in our warehouse, and amongst others do a count of our stock, check the weight of the outgoing box (each outbound order is weighed and registered) and see if this weight corresponds with the correct/incorrect articles.  If the investigation shows that the wrong article has indeed been sent, we will contact you and figure out a way to rectify this. This can be a return label, or a proposal to keep the wrong product at a discounted rate.

If you receive an incorrect product and do not warn us within fourteen (14) days of receipt thereof, then we will consider this an act of acceptance of the received product in lieu of the ordered article.

Please note that if you have received an incorrect product, you do not automatically have the right to keep this product “for free”. We will send you the correct item, and/or refund you. We will also propose that you keep the incorrect item (at a discounted rate), or send you a return label. We expect the customer to return the inadvertently received articles within seven (7) days after receipt of the return label. Keeping a product which is not your property without permision, even if you have mistakenly received it, is known as embezzlement.