Frequently Asked Questions

What is the delivery time for my order? How will my package be delivered? Can I return for free? We understand that there are several things you want to know before placing an order online. On this page you will find answers to these questions that are frequently asked. If the answer to your question is not listed below, do not hesitate to contact our customer service.

The order

When do I receive my order?
When placing the order, a day of shipment is indicated. After the order has been placed, the same delivery time will also be stated on the order confirmation. It is therefore never possible that during the order, the shipping day on the website, is different than on the order confirmation.

An article has an expected shipping date of 3-5 or 5-10 working days, what does this mean?
An expected delivery time appears next to the item if it is not directly available from stock. This item has already been ordered from the supplier, but has not yet been delivered to our warehouse. The stated delivery time indicates when we expect the item in the warehouse. The package will then be shipped the next working day.

I now see the longer delivery time of (a part of) my order. How can I cancel it?
If the order has a longer delivery time than you had previously seen, it is of course possible to cancel (a part of) the order. For this you can contact our customer service. They will cancel the order for you. The purchase amount will be back on your bank account within two working days. When an order has already been shipped, it can no longer be cancelled.

I have not received an order confirmation, what should I do?
It takes a maximum of ten minutes before you receive an order confirmation from us. If you have not received a confirmation after ten minutes, we advise you to check your spam box, advertising folder or other mailbox. In addition, there may be a typo in the e-mail address. If you have made a typing error or have not received an order confirmation after ten minutes, please contact our customer service. They will (re) send the order confirmation to you.

What are the payment options?
We offer several different payment methods. For example, you can choose PayPal, Mastercard and Visa. It is not possible to pay afterwards.

When will I receive the invoice for my order?
When you have paid for the order, you will not automatically receive an invoice for your order. If you wish to receive an invoice, this can be done in two ways.
The first way is through your account at our store. When you log in to your account you can see your orders and download the invoice. If you have not created an account, you can ask our customer service for help. You can also create an account by clicking on "forgot password" when logging in. You will then receive a link where you can set a new password. With this you can easily log in to your new account and see all your orders with us.

Stock

Why can't I order the desired quantity or size of a particular item?
The website shows sizes and quantities that we currently have in stock or expect to be in the warehouse soon. If your size or the desired quantity is not visible, you can always contact our customer service. They can check the stock or get in touch with the supplier.

Why can't I place an item in my shopping cart?
Unfortunately, it happens that articles are still shown in our search engine that are no longer available in our webshop. When you click on those items via the search engine, you will be taken to our webshop, but you cannot select a size and quantity to place in the shopping cart. Unfortunately, we no longer have the relevant article in stock. We do no longer expect to receive this in the warehouse.

Shipment

Do I have to pay import duties or customs fees?
If you have a package delivered to a country outside the EU, you may have to pay customs fees or import costs. We are not responsible for these costs and therefore do not refund them.

Which carrier will ship my package?
We send packages with DHL. DHL then transfers the packages to a local shipping partner of theirs in the country of destination. Packages destined for Germany or Sweden are shipped with DHL.

Has my order been shipped yet? I haven't received a track & trace, as it happens.
Once your order has been processed and shipped, you will receive a shipping confirmation from us with a track and trace link.

If maybe the email address is not entered correctly, please contact customer service, they can check it for you. You can find the order number in your bank details when paying for your order.

If you have ordered an order with personalization, you will receive a track & trace that will not work for the first few days. The moment the order goes to personalization, the track & trace is activated. The track & trace becomes active only when the package is in the possession of the carrier. This can be up to five business days after receiving the track & trace.

What are the shipping costs?
The shipping costs depend on the value of your order and the country where the package must be delivered. The shipping costs are automatically calculated in the shopping cart when you enter the country of destination.

The track & trace number indicates that the package has been delivered, but I have not received the package. What should I do?
It's sad to hear that the package has not been delivered to you. You can contact our customer service. We will then start an investigation with the carrier and inform you about the situation as soon as we have received feedback.

The track & trace number has indicated the same status for a long time. What should I do?
It's sad to hear that the package has not yet been delivered to you. You can contact our customer service. If the package indeed has the same status for longer than we are used to, we will find this out for you. We will start an investigation with the carrier and inform you as soon as we receive feedback.

The package has been delivered, but I am missing an item. When can I expect it?
In the shipping confirmation you received from us, you can see the items that should have been delivered to you. Are all items listed here but are you missing an item? Please contact our customer service, send a picture of the package along. On the basis of the packaging can sometimes be seen what the cause of the missing item is.

Returns, exchanges and complaints

What is your return period?

Please note: All purchases made between November 15th and December 17th have an extended return period of 30 days due to the holidays.

Our orders are subject to the right of withdrawal. This means that you have the right to withdraw from the contract within a period of fourteen days. The withdrawal period expires fourteen days after the day on which you or a third party designated by you, who is not the carrier, takes physical possession of the package. Invoking the right of withdrawal can easily be done through the returns portal.

How can I return my order?
We work with a returns portal. You can easily register your return here by entering your order number and corresponding email address. When your order is within the return period, you can indicate here which items you want to return.

After registration you will receive a return slip and return sticker as a download is the portal and in your mail. With these details you can return the package via the parcel point. After receipt in our warehouse, we will process the package return as soon as possible, at the latest within fourteen days. You will receive a confirmation in your mail once the return package has been processed and the refund initiated.

Are there any costs involved?
Yes, return shipping costs are at your own expense.

Can I exchange an item?
No, unfortunately it is not possible to exchange your ordered item to another size, color or article. In this case you can place a new order with the correct article and return the wrong article. Upon receipt of the return package, a refund will be arranged.

When will I receive my refund?
You will receive a confirmation from us when we have processed your return. The refund is then initiated and should be visible within one week back on the payment method you used with your order.

Can I return an personalized item?
No, personalized items cannot be returned. The item is no longer saleable due to personalization.

Where can I turn to if I have a complaint?
Are you unsatisfied with the product received or with the service provided by us? You can always submit a complaint via [email protected]. If the complaint concerns a product or the way in which a package has been delivered, we would like to receive several photos as an attachment in the email.

Printing

I would like to have a product with printing, a logo, a sponsor or an association, is that possible?
In addition to purchasing various sports equipment, you can also contact us for printing (team) clothing. We have our own printing office. This allows us to offer the most competitive prices without decreasing service and quality. In consultation with our employees, all options can be viewed and, if necessary, we can also provide the design and layout of logos. For more information about printing, click here. If you want to request a quote for printing, fill in the quote form.

I would like to print on a shirt. This is indicated as not possible on the website. Can the shirt be printed?
If the print option is not on the website, it is unfortunately not possible to print on the item.