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Frequently Asked Questions

Ordering, payments & shipping

  • When will I receive my order?

    All Parcels are picked up in our warehouse monday-friday at 16:30 (CET).This means every order ordered before 16:00 (CET) will be shipped the same day if all articles are in stock. Depending on your location the shpping can take 1 to multiple days. We ship with UPS standard.

    Based on recent orders, this are the expected delivery times: 
    Germany, UK , France, Denmark, Sweden, Finland:  1-2 business days except for remote area's.
    Norway, Zwitserland : 2-3 days except for remote area's

    For a more exact  estimation of the delivery time, ups has a calculation tool on the UPS.com, check with our address (3784XC Terschuuur, The Netherlands) to your address for ups standard. 

    Ski's and mounting bindings
    If you have ordered a ski with bindings which need to be mounted, an extra 1-2 business days is needed for the mounting. If you are in a hurry due to your holiday, let us know, we'll give you priority.

    Next day before 12:00 delivery: UPS express
    If you need your product tomorrow before 12:00, please use the shipping option UPS express. This is only availible for non-remote area's of Belgium, Luxembourg, Germany, Swizerland, France, Denmark, Norway, Sweden, The Netherlands. Want to check if this is availible for you? Check the UPS tool, with our zipcode and city: 3785KL, Zwartebroek, The Netherlands.

  • My first order attempt failed, now the product is not in stock anymore..

    Did you just place an order but the payment process failed? Then your old (not completed) order is probably blocking the stock of the product you just tried to order. Contact us and we'll cancel your old order.

  • How much are the delivery costs to..

    Because delivery costs are sometitmes destination and product specific, we advice to add the product to your card and select your country and postcode in the checkout screen to see the right shipping price. To get a indicatio, visit our delivery-charges page.

    Your country not there? Please contact us and we will add your country as a destination.

  • Import fees for Swiss, Norwegian / non-EU customers
    For customers from outside the EU (e.g. Switzerland, Norway, Canada, USA ...) VAT of 21 % is automatically deducted. This will be declared when you get to the "checkout screen". So you will see the VAT-cleared price before you complete your order. Please note that you will have to pay your national VAT + disbursement fee + tax charges instead later on.

    For Switzerland (as of January 2018): 7,7% VAT + disbursement fee (2,5 % of VAT / minimum CHF 21.00) 
    Please note there is no lower limit/threshold for import duties. For travvelers taking new goods over the border, this is CHF 300, for online shopping there is no limit.
    For Norway (as of October 2012): 25% VAT + disbursement fee (3,5 % of VAT / minimum NOK 155.00)

    IMPORTANT: It is important that billing address and shipping are outside the EU!
  • My payment is refused (creditcard or paypal)

    Due to increasing activity with credit card fraud on the internet, we have implemented several security measures for payments with debit/credit cards and paypal for your and our security. A extra 3d secure check (password, pin-code or security question) is required for all credit/debit card transactions. 

    If your payment is refused, this can have several reasons:

    • *Invoice name and address differ from the name/address the credit card is registered to.
    • *Credit card is issued in a different country as the country the order is placed from (for example, ordering with a french issued credit-card from the UK)
    • *You are shopping from a high risk country
    • *The most common reason: "insufficient balance".

    The first three reasons do not always lead to a payment beeing refused. However, if this is the case, try to check your if billing info is equal to that of the credit card.

    If you still have problems paying, feel free to contact us, we can help you with this.


  • Can i return my products

    Yes, returns are no problem. If a product doesn't fit or doesn't meet your expectations we can exchange it or give you a refund. You have the right to return or exchange a product up to 15 days after receiving the product.

    There are 3 conditions for returning a product:

    • The product needs to be in a new, sellable state
    • Products customized for you cannot be returned (Eg. ski's with bindings mounted for your shoes)
    • The original packaging should be intact
    Further return-instructions can be found on our returns page.
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