Customerservice

Modifying an order

If you want to change your order, please contact us as soon as possible. We cannot change your order after shipment.

Skis with bindings
If you have ordered skis with mounted bindings, we can only change the order if we have not yet fitted the bindings.

Ordering skis with bindings

Selecting and adding a binding
If you order skis together with ski bindings, you benefit from an extra competitive set price. First choose the ski you want and then click the:

Ski binding toevoegen

We will then display 3 recommended bindings based on the ski you have chosen. You can of course choose a different binding in the Alpine, Tour or Tech/Pin categories.

Free binding mounting
If you buy skis with ski bindings, installation is free of charge. In order to mount the bindings on the skis, all we need is your ski boot size in millimetres. The plastic on the side of the heel of your ski boot shows the millimetre size. You can pass this millimetre size on to us via the Comments field above the order button at checkout.

Skischoen zoollengte aflezen
If you don't have the boot size at hand, you can still order. We'll send you an e-mail asking for your boot size. You can answer this question at your convenience.

Another option is to pass on the Mondopoint size of your ski boot. In that case we'll always need to know the brand and model of the ski boot. Then we can look up the millimetre size. You can leave this information in the comments field or you can e-mail it to us with your order number.

Special mounting instructions
We mount all our skis as standard at the recommended mounting point. If you want to deviate from this, please indicate this in the comments field. If you would like further advice regarding ski mounting, please contact our customer service.

Adjustment and DIN

Caution! If you buy a ski from us and we mount the bindings, it will be mounted on the sole length of your boot (we only assemble based on the information you have provided). The ski is not adjusted to individual needs and ski boot as we do not have your ski boot to allow fine tuning. Visual inspection of the boot is also not possible. This means that the ski is not ready to use. We recommend that the binding be adjusted in a local ski shop. Of course you can also do the fine tuning yourself. We are not responsible for the correct adjustment of your bindings.

If you need more information, you can always contact our customer service department.

Ski bindings and the United States and Canada

If you order skis and bindings from the U.S. or Canada, we will not be able to mount the bindings for you due to liability. Of course you can still order these products, they will just be delivered unmounted.

Problems during ordering

The first order attempt failed and now the product is out of stock.
The moment you start the payment process, the product is reserved for you. If payment is cancelled, the stock may not be released immediately for re-ordering. If this happens and the product is not available for order after 5 minutes, please contact our customer service department.

Delivery Time

Delivery During the Holiday Season: We will ship according to our regular shipping schedule. However, during the month of December, delivery services are extremely busy, and your order may be delivered 1–3 business days later than usual. No shipping or deliveries will take place on public holidays (Christmas and New Year's day).

Regular delivery times

We offer worldwide shipping!

Orders placed before 16:00 CE(S)T on business days ship the same day*

United Kingdom = 2-3 business days (More Brexit information >>)
United States = 1-3 business days
Germany = 1-2 business days
France = 2-3 business days
Norway = 2-5 business days
Sweden = 2-3 business days
Finland = 3-5 business days
Switzerland = 2-3 business days
Italy = 2-3 business days
Spain = 2-3 business days
Poland = 2-3 business days
Canada = 2-3 business days (major urban areas)
Australia = 3-5 business days (major urban areas)
Japan = 2-4 business days
Romania = 3-5 business days
Czech Republic = 2-3 business days

Other countries: See UPS/DHL map below or use the UPS Calculator / DHL Calculator (shipping from: Amersfoort - 3824 - Netherlands)

* When you place your order on business days before 16:00 CE(S)T it will be shipped the same day and you will have it delivered in 1 to 3 business days*. If you order your skis including bindings that need to be mounted, the shipment can take 1-2 business days extra. Are you in a hurry? Please contact us!

* Shipping time depends on the country of delivery. Some rural areas and mountain villages can require extra delivery days. All mentioned shipping times are an estimate and no rights can be derived from them. Our experience is that the package is delivered according to the indicated delivery time below in 95% of the cases. Orders placed on Saturday and Sunday will be shipped on Monday.

Below you can see an overview of the delivery times throughout Europe. In case of a rural area such as a remote ski village you may need to add 1-2 business days. For a precise delivery time indication you can use the UPS Calculator or DHL Calculator. Use as the ship from address: Amersfoort - 3824 - Netherlands

UPS EU Shipping Times

DHL EU Shipping Times

Track your Shipment

Once we have dispatched your order you will receive a track & trace e-mail. In this e-mail you will receive a tracking code and link to the delivery company with which you can follow the shipment.

Damaged Package

We advise you to always check the packaging before signing for receipt. In case of substantial damage to the package (cardboard or tape) we advise you to refuse the package and contact our customer service.

Did you already sign for receipt? No problem, please take some pictures of the box before you check the product for damage. In the event of damage to the box and the product, we recommend that you contact customer service immediately. Do not dispose of the damaged box, it may still be necessary for the carrier inspection.

Inspect your product thoroughly upon receipt. If your product is already defective or incomplete upon receipt, please report this before use and as soon as possible, but no later than 14 days after receipt. We will send you the missing part free of charge or, in the event of a defect, exchange the product free of charge.

Send Back

Return from

Free returns can be made from Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Italy, Luxembourg, Netherlands, Poland, Romania, Spain and Sweden. Register your return through the button below, you will receive a free DPD/UPS return label from us (in the case of large packages, the return will be provided by UPS). Use the original cardboard box you received from us and remove all original shipping stickers. Please mention your order number so that we know that it is your order. Attach the return label on the box and drop off your parcel at your nearest dropoff point (DPD Parcelshop locator / UPS Dropoff point locator). No parcelshop nearby? Please contact us and we will try to find another solution. Do not simply send the parcel via a normal post office without our return label, in this case we will not reimburse any shipping costs for the return shipment.

REQUEST FREE RETURN LABEL

We only offer free returns from the countries mentioned above.

Returning from the United Kingdom, Switzerland, Norway and all other countries

From a country where returning is not free of charge please send the product well packaged to:

Snowcountry
Astronaut 10
3824 MJ Amersfoort
The Netherlands

The return shipment is at your own expense and at your own responsibility. We therefore advise you to opt for a traceable and insured shipment and to keep the shipping receipt in a safe place. Don't forget to include your order number with your return.

RETURNING FROM OUTSIDE THE EU:

If you return from outside the EU, we will not be able to reimburse import and customs costs that have already been paid. In some cases, you can claim these costs from customs. Inform at your customs department how you can qualify for this.
Returning is at your own expense.
Always inform the carrier that it is a return shipment. Inform at your carrier on how to do this.
Always attach a CN22 or CN23 export form on the outside of the box.
Always mention on your shipping invoice/package: RETURN SHIPMENT FOR ECOMMERCE ORDER WITH UPS/DHL +[the original UPS/DHL tracking number on which you received the package].
Always mention on your package: 'Customs code 604, Return Goods - full exemption'.
Include a copy of the original Snowcountry invoice. Strike through any items you're not returning.
Packages for which we have to pay import costs will be refused or invoiced to you.

Drop off at our warehouse,
The product may also be delivered to us in person. We will then process the return through the normal procedure.

International Orders

We ship all over the world.
You will see the shipping costs at checkout before you complete your order.
The delivery time to your country can be found on the website of UPS: UPS Calculator (ship from address: Amersfoort - 3824 - Netherlands).
If you are ordering from outside the EU, you will not pay VAT in our online store.

For orders from outside the EU, CH and NO keep in mind:

Shipping costs will be shown at checkout after you have selected the delivery country.
You can find the delivery time to your country on the UPS website: UPS Calculator (ship from address: Amersfoort - 3824 - Netherlands). You can find an indication of the delivery times on our shipping page
You will not pay the 21% Dutch VAT.
VAT, import costs and handling costs can be charged on delivery. How much this is depends on the rules of your country, so check to avoid unexpected costs. We are not responsible for these costs and cannot reimburse them under any circumstances. Read more about VAT.
Returns, even in case of a warranty request, are at your own expense.
When you return an item we don't refund the original (express) shipping costs.
Airbag cylinders and products with airbag cylinders cannot be shipped outside of Europe.