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Customer Service

< Customer Service

Shipping and Delivery

  • 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.

    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 business days
    Canada = 2-3 business days (major urban areas)
    Australia = 3-5 business days (major urban areas)
    Japan = 2-4 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

  • Shipping Costs

    UK
    Ski and snowboard: € 19 ex. VAT
    Other products: € 15 ex. VAT

    United States
    Depends on package size. Costs will be shown in the checkout before you finalise your order. Prices are exclusive of VAT.

    Norway
    Depends on package size. Costs will be shown in the checkout before you finalise your order. Prices are exclusive of VAT.

    Sweden
    Skis and Snowboards: € 14.95
    Other products: € 9.95

    Finland
    Skis and Snowboards: € 14.95
    Other products: € 9.95

    Switzerland
    Skis and snowboards: € 24.95 ex. VAT
    Other products: € 14.95 ex. VAT

    Italy
    Skis and snowboards: € 14,95
    Other products: € 9,95
    Products under €50,- : € 14,95

    Spain
    Skis and snowboards: € 14,95
    Other products: € 9,95
    Products under €50,- : € 14,95

    Canada
    Depends on package size. Costs will be shown in the checkout before you finalise your order. Prices are exclusive of VAT.

    Australia
    Skis and snowboards: depending on size €129 - €249 ex. VAT
    Please note that adding articles to skis and snowboards (like boots, helmets, snowboardbindings, etc.) that don't fit in a ski or snowboard box can increase shipping costs. Sometimes we might be able to fit multiple items in one box although our website charges extra shipping costs. If you think this is the case (i.e. 2 snowboards can sometimes fit in one box) please contact out helpdesk for an adjusted shipping quote.

    Other products: depending on size €79 - €129 ex. VAT
    Costs will be shown in the checkout before you finalise your order. Prices are exclusive of VAT.

    New Zealand
    Skis and snowboards: depending on size €129 - €249 ex. VAT
    Please note that adding articles to skis and snowboards (like boots, helmets, snowboardbindings, etc.) that don't fit in a ski or snowboard box can increase shipping costs. Sometimes we might be able to fit multiple items in one box although our website charges extra shipping costs. If you think this is the case (i.e. 2 snowboards can sometimes fit in one box) please contact out helpdesk for an adjusted shipping quote.

    Other products: depending on size €79 - €129 ex. VAT
    Costs will be shown in the checkout before you finalise your order. Prices are exclusive of VAT.

     

    You will always see the shipping costs at checkout before you complete your order.

    Bulky Orders
    When placing large orders which require us to ship it in multiple boxes we'll contact you for a shipping quote. In this case the shipping costs on our website are just an indication and not a final price.

    For an overview of estimated shipping costs to other countries please go through the checkout for the more accurate and up-to-date cost overview. You will see the final shipping costs for the selected country before finalizing your order.

  • Shipping Options

    We ship worldwide and in most cases with UPS or DHL. A signature is required for receiving the package.

    Shipping Method Delivery
    UPS Standard Standard Shipment with UPS. Delivery in 1 to 5 business days across the EU. Delivery time depends on destination.
    UPS Express Saver Delivery the next business day, during the day, to almost all major EU cities. Delivery to the USA in 1 to 3 business days.
    UPS Express Delivery the next business day before 10:30 or 12:00 to most major EU cities.
    DHL Economy Select Standard Shipment with DHL. Delivery in 1 to 5 business days to almost all major EU cities. Delivery time depends on destination.
    DHL Express Delivery in 1 to 2 business days to most major EU cities.
    DPD Standard Standard Shipment with DPD. Delivery in 2 to 5 business days across the EU. Delivery time depends on destination.
    PostNL Standard Standard shipment with PostNL. Delivery the next business day and Saturday. Only available in the Netherlands and Belgium.
    Delivery to a collection point Delivery to a UPS, DHL, DPD or PostNL collection point. You can choose the collection point yourself.

    Delivery times are an indication and no rights can be derived from this.
    Delivery to remote areas such as islands and ski villages may cause additional shipping time.
    We can not ship to PO boxes, Army Post Office (APO) and Fleet Post Office (FPO) addresses.
    Available shipping methods may vary by country and product type.

  • In Store Pick up

    You can also pick up your order at our warehouse location. You can indicate this when you place your order (in the comments box) or you can contact our customer service. Also indicate the date you want to pick it up. As a delivery method, you can choose Free Home Delivery. When picking up there is, unfortunately, no opportunity for fittings or advice. Pick up is only possible during opening hours of our customer service and/or showroom.

  • 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.

  • Changing your Delivery

    We can change your delivery as long as you have not received a shipping confirmation. If your order is already on the road, we can no longer change your delivery method or address. In many cases you can create an account with the delivery service and indicate yourself that you want to change the delivery address or delivery time. If this does not work, please contact the delivery service to inform them of your changes:

    UPS Customer service
    https://www.ups.com/gb/en/help-center/contact.page

    PostNL Customer service
    https://www.postnl.nl/en/customer-service/

  • Delivery to a business, hotel or holiday address

    We can ship to business, hotel or holiday addresses. Do take note of the following points:

    • If you have the order delivered to an address other than a residential address, make sure that the front desk or your colleague is aware of your order.
    • If you have a parcel delivered to your holiday address, please allow enough time for any delays in delivery. If the package is delivered after you have already left, you will have to organize the forwarding or return yourself.
    • If the package has been accepted and signed for by the reception / concierge / employee, at the specified address, we consider the package delivered. We cannot be held responsible for the successful internal mail delivery or internal loss of the package.
    • When shipping outside the EU, in most cases VAT and import fees must be paid upon delivery. Please coordinate this in advance with the person who will receive the package.
  • Special delivery instructions

    Unfortunately, we cannot pass on any special instructions to the delivery driver. There is therefore no point in mentioning this kind of instruction in our comment field. If the shipment goes through UPS, you do have the option of creating a UPS My Choice account. As soon as the package is in the UPS shipping process, you can give special instructions yourself via your UPS account. We cannot guarantee that these instructions will be followed. In the case of special instructions, the responsibility for the shipment may in some cases shift from us to you. For example, you instruct the delivery driver to leave the parcel at the front door. The driver puts the parcel in front of the door and it is stolen. In that case, we cannot be held responsible for the damage.

  • Not at home?
    If you are not at home during delivery, a note will be left behind by the delivery driver. Follow the instructions of the delivery service to schedule a second delivery attempt or to pick up the order at a pickup point.
  • Package not received

    If you haven't received your package, please check for the following.

    Check the track & trace code
    In our shipping confirmation you have received a link to the track & trace data of your package. See the status of your shipment here. Maybe the delivery driver is unexpectedly delayed or the package is waiting for you at a pickup point.

    Check the delivery address
    Is the delivery address you provided correct?

    Check your mailbox
    Check to see if you have received a note in the letterbox from the delivery driver. Maybe you were not at home during the first attempt.

    Check around your house
    Although this is certainly not the intention, it unfortunately sometimes happens that a delivery person leaves your package in the garden, shed, etc.

    Check with your housemates and neighbours
    If there are several people who can accept the package at your address, check whether someone has accepted it on your behalf. Also, if possible, ask your direct neighbours.

    If the package has not arrived, please contact our customer service within 5 working days after the supposed delivery date. Do not wait too long to report because the longer you wait, the more difficult it will be for us to investigate the whereabouts of your order. Always inform us directly as communications through the parcel company will not always reach us in time.

  • Order refused or not picked up at pickup point

    Within the EU
    If a shipment within the EU is refused or not picked up at the pickup point, it is automatically returned to us in most cases. If it does not automatically gets returned please contact our customer service as soon as possible.
    After the package is returned we can refund you the purchase price or ship it to you again. Please note that for shipping your order a second time we'll charge shipping costs.

    Outside the EU
    If the delivery address is outside the EU, the customer is the importer and responsible for paying customs clearance fees. Refusing the shipment or not picking it up does not void these charges. Packages are not automatically returned to us. 
    If you still want to refuse the shipment please contact our customer service. Please note that we'll deduct the customs clearance fee, re-importation fee and shipping cost from your refund.

  • 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.

  • Special Products

    Airbag cylinders: we are not able to send airbag cylinders with UPS. This product is not accepted for shipment due to increased risk. If your order contains an airbag cylinder, we will send your order via another carrier. The delivery time may be a little longer in some cases. Of course you will receive a shipping confirmation with tracking code.

  • Packaging

    It's very important to us that products arrive new and undamaged. We only use the best packaging for shipping your order.

    Skis and snowboards:
    7 mm double wavelength cardboard

    Other products:
    4 mm double wavelength cardboard

    All products are picked and packed in our own warehouse. On skis, we also pack the pair in cellophane wrap to prevent damage caused by friction and moisture.

  • International shipping

    We ship worldwide. At checkout you can choose your country and you will see the shipping costs. If your country is not listed, please contact our customer service department.

    Inform yourself about the VAT and import regultaions in your country if you're ordering from outside the EU. Special note, for shipments to outside the EU: once the order is shipped from our warehouse, VAT and import duties will be due. The shipment can not be cancelled or refused without significant costs and delays.

    If you want us to ship to remote areas such as northern Greenland or Spitsbergen, please contact our customer service department first.

  • Shipment to Non-EU countries and VAT

    For customers of non-EU countries (for example: UK, Switzerland, Norway, Canada, the United States and Japan) the VAT will automatically be deducted from your total price. When finalizing your order you will see once again: € 0 VAT, displayed with your total order amount.

    Please note that the VAT of the country of delivery + brokerage charges + the import duties will be charged to you upon delivery.

    UK: (from january 2021) 20% VAT + import duties (depending on product category ranging from 0%-15%) + £ 14 brokerage fee. More about ordering from the UK.
    USA:
     Please read our article about ordering for the USA.
    Switzerland
    (from January 2024): 8,1% VAT + CHF 25 brokerage fee
    Norway (from October 2012): 25% VAT + NOK 165.00 brokerage fee and depending on product category import duties. You can use the Import and Duty calculator on Toll.no
    Canada: goods are subject to the federal Goods and Services Tax (GST) and Provincial Sales Tax (PST) or, in certain provinces and territories, the Harmonized Sales Tax (HST). A brokerage charge of CAD 10 can be charged by UPS. For most goods, like skis and snowboards, you don't pay additional import duties. You can lookup the import tariffs at CBSA or contact the Border Information Service.
    Australia: When your order is below A$1000 excluding shipping costs you don't pay import duties and GST. When the order value ex. shipping costs goes over A$1000 you might be charged 10% GST, import duties and handling fees. More information can be found at the Australian Border Force
    New Zealand: When your order is below NZ$1000 excluding shipping costs you don't pay import duties and GST. When the order value excl. shipping costs goes over NZ$1000 you might be charged 15% GST, import duties, entry fees and handling fees. More information can be found at the New Zealand Customs Service and the NZ Duty estimator.
    Japan: 10% Consumer Tax + approx. JP¥ 1,000 disbursement fee and 0% (General Tariff Schedule) to 0%-10% (Simplified Tariff Schedule) import duties (depending on goods and total value). More on the Simplified Tariff Schedule can be found at the Japan Customs FAQ and for a full list of the General Tariff you can check the full tariff list (June 2020). For a better estimate of total import costs please visit the Japanese Customs Counselors System.

    IMPORTANT

    1.) In order to correctly reflect shipping costs, the delivery address and country must be selected correctly.
    2.) It is not possible for us to keep up with all the customs regulations around the world. Always inform yourself to avoid unexpected import costs. We are not responsible for any additional import and customs costs.
    3.) Once the order is shipped from our warehouse, the possible VAT and import duties will be due. The shipment can not be cancelled or refused without significant costs and delays.

    Russia / Belarus / Ukraine

    Shipments to Russia, Belarus and Ukraine have been temporarily suspended.