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Shipping costs

  • How much are the shipping costs to Denmark, Sweden, Spain, the United States and Japan?
    The shipping costs to Denmark, Sweden, Spain, the United States and Japan are as follows:

    Denmark:
    Order amount up to €149: €11.69
    Order amount above €149: Free!

    Sweden:
    Order amount up to €149: €16.03
    Order amount above €149: Free!

    Spain:
    Order amount up to €149: €9.90
    Order amount above €149: Free!

    United States:
    Order amount up to €399: €27.45
    Order amount above €399: Free!

    Japan:
    Order amount up to €399: €23.83
    Order amount above €399: Free!

    For shipping costs to other countries, please check our full list.

  • What are the shipping costs to other countries?
    Click here to find out what the shipping costs to your country will be (list only available in Euros).

    If the package has a heavy load, the shipping costs can be different. In this case, we will contact you before shipping.
    Please note that if the package has to be delivered outside of the Netherlands within Europe and weighs more than 31.5 kg and/or will be larger than 58x78x175 cm, we cannot send the order to you. For non-European countries the package cannot weigh more than 20 kg and/or be larger than 150x70x50 cm. Should this be the case, we will contact you.

Product information

  • I would like to order a product, but it is not on the website?
    Ah, that's too bad, we're sorry about that! When a certain colour or size of an item is no longer visible it is unfortunately sold out at the moment. Don't worry! When it does come back in again, this will be indicated with the item.

    If you are missing a certain an item from the assortment, please let us know via [email protected]! Please describe the item as specifically as possible, and if possible send us the exact name or even pictures. Perhaps it's possible to order the item for you at one of our suppliers.

  • What does it mean if a product is 'coming soon'?
    When we're starting to stock a new product but haven't received it in our warehouse yet, this will be indicated with the "coming soon" label on the product picture. It simply means that the items is available for pre-order. As soon as the product is in our warehouse, we will send it out to you and the status on the product is adjusted to "new" instead.
    Pre-order items with the "coming soon" label are very common in autumn and spring, when the new collections are coming in.
  • What if the ordered item is no longer in stock after placing my order?
    It is possible that at the same time several orders for a specific item are placed while there is not enough stock. Although the current stocks on our website are regularly updated, it is possible that the item you ordered appears to be sold out. After processing your order you will receive a personal message from us as soon as possible. For all offers applies: valid while stock lasts. When the item unfortunately no longer appears to be available, we will inform you about the situation by e-mail. Your refund for this item will be processed automatically.
  • What are Online Only items?
    Some of our products have the "Online Only" label. This means that we don't actually have the item in our warehouse or in our stores ourselves. These items are ordered through us, but come directly from the supplier. When you place an order for an Online Only item, our system notifies the supplier that the item your order needs to be send to us. Once it arrives in our warehouse, it will be packaged with the rest of your order and send off to you.

    As the item first needs to get to us, order with Online Only items take a little longer than orders with items in our warehouse. Typically it will take between 2 and 14 days for the item to arrive in our warehouse, depending on the brand. You will of course get an update as soon as your package is on its way to you.

Payment options

  • What are the payment options?
    We accept the following payment methods:


    After proceeding to checkout, you can select a payment method. You will then be redirected to an external page owned by the payment method you chose.
  • Is the payment environment secure?
    Your payment is processed safe and securely. We use a secured internet connection once you are at our virtual checkout. No one will be able to peek. The secured connection is called SSL and can be recognized by the lock icon in the url line of your browser.

  • I'm shopping from outside of the EU. When is the 21% tax deducted?
    For all shoppers ordering to outside of the EU, the tax will be automatically taken off at the last step of the checkout, when you're selecting the payment option. This means that you will still see the total amount with tax in the shopping cart, as the calculation for tax-free shopping is done later in the checkout process.
    There's no extra line indicating "-21% tax" before the final order amount, so it may look like the tax is not being taken off. But rest assured, when you're comparing the total price in the shopping cart to the total price before payment, you will see that it is indeed taken off!
    Any other discounts are calculated based on the tax-free price, not the tax-inclusive price listed on the website.

    It may also look like at first glance like it isn't actually 21%. The normal calculation of "Price minus 21% = Tax-free Price" doesn't work and is incorrect. This is because the tax is added on top of the tax-free price to form the normal price (Tax-free Price plus 21% = Price). If you take the product price that is listed in the final overview, or your invoice, and add 21% to it, you will see that this is the same as the price listed on the website!

Placing an order

  • How do I place an order with Epplejeck?
    Ordering with Eppleck is simple and completed within a just few clicks. Our virtual doors are open 24/7!

    Are you running into trouble whilst trying to place your order? No worries, our customer service is happy to help. You can send us your ordernumber by email ([email protected]). For an easy process please send us your contact information and address, and the item number(s) you would like to purchase including the correct size and colour. Please note that your order could take a couple of days to be processed, because we need to confirm payment first.

    How to shop online?

    Easy. Add items to your shopping bag. Remember to choose the correct size, colour and amounts you would like to order. When you're done adding items to your shopping bag (every bank account has a limit unfortunately) you can go to the shopping bag icon in the upper right hand corner of our website.

    You'll find all the items you added to your shopping bag right there. Either choose 'continue shopping' if you want to add more, or 'continue to payment' if you wish to proceed to checkout.

    Step 1: Your Details

    Login to your account and your address details will appear. Do check if they are still correct and be sure to choose the correct country! If you don't have an account yet, make sure to register first. If you would rather not register you can choose to 'only enter the requires details.'

    Step 2: Delivery

    Choose where you want your order to be delivered: either at home or work or by at one of the Epplejeck stores so you can pick it up yourself.

    Step 3: Payment method

    Choose your payment option from the list and proceed to a safe and secure payment environment. Finally we'll ask you if you agree with the terms and agreement.

    After confirming payment you are done. You will receive a confirmation email. We will process your order and send it to you as soon as possible.
  • Should I create an acount?
    Creating an account is not obligatory. However, it won't cost you anything and it is most certainly handy. If you have an account you will only have to fill in your personal details once. Every next order your address details will appear automatically.

    Worried you'll lose your password? Don't be! We'll send you a confirmation email after registering with your password, and if need be you can always generate a new one by clicking 'Forgot password' when logging in.

  • I forgot my password, now what?
    You forgot your password? No worries. As long as you remember your email address, you are fine. If you go on our website to the button in the right corner that says 'log in', you can have a new password send to your email address by clicking 'Forgot password'.
  • Can I have my order send to a different address?
    Yes, it is possible to have your order send to a different address than your billing address. During step two of the ordering process you can tick the box that you want to deliver the order to another address. You can fill in the preferred address in the form on the right hand of the screen.
  • Can I cancel my order?
    As long as we haven't processed your order yet, we can cancel it for you. Should you wish to do so, please contact our customer service ([email protected] or 0031 88 35 35 353). Please keep your order number closeby to speed up your request.
  • Can I change my order?
    As long as your order hasn't been processed yet, we can alter it for you. You should contact our customer service about this ([email protected] or 0031 88 3535353). Please keep your order number closeby.

    Please note that we can only change size or colour in the order. We cannot replace the ordered items.
  • How do I use my giftcard?
    You have a giftcard to use? Lucky you!
    At the back of the card, underneath the barcode, you'll see a long number. In the shopping cart, underneath your products, click on "Do you have a discount code or gift card?" Type in the number into the field and click enter. Your gift card will be calculated into the order amount automatically. 

    If you're not using the full amount of money on the gift card, make a note to yourself how much is still left after the purchase! You can type in the number again when you're ordering the next time and make use of the remaining amount!

  • I'm shopping from outside of the EU. When is the 21% tax deducted?
    For all shoppers ordering to outside of the EU, the tax will be automatically taken off at the last step of the checkout, when you're selecting the payment option. This means that you will still see the total amount with tax in the shopping cart, as the calculation for tax-free shopping is done later in the checkout process.
    There's no extra line indicating "-21% tax" before the final order amount, so it may look like the tax is not being taken off. But rest assured, when you're comparing the total price in the shopping cart to the total price before payment, you will see that it is indeed taken off!
    Any other discounts are calculated based on the tax-free price, not the tax-inclusive price listed on the website.
     
    It may also look like at first glance like it isn't actually 21%. The normal calculation of "Price minus 21% = Tax-free Price" doesn't work and is incorrect. This is because the tax is added on top of the tax-free price to form the normal price (Tax-free Price plus 21% = Price). If you take the product price that is listed in the final overview, or your invoice, and add 21% to it, you will see that this is the same as the price listed on the website!

Order delivery

  • How will my order be delivered?
    We use DHL or PostNL as delivery company, depending on your package and country. Once we have processed your order you will receive a tracking code via email. For PostNL packages, you can track your parcel here and for DHL, you can track your parcel here.
    With DHL, your package is staying DHL for the entirety of the trip (unless DHL doesn't operate in your country or has other partners). With PostNL, your package will be given to a partnered provider in your company. Oftentimes, you will see a tracking link for the partner company in the PostNL tracking page.
  • When will my order arrive?
    This depends entirely on the country we are sending your order to. We strive to dispatch your order within a few business days.

    Once we have processed your order you will receive a tracking code via email. You can also find the estimated delivery date on there, as well as all steps and updates leading up to the post showing up at your door to deliver the package.
  • When can I expect my order?
    When shipping abroad we often depend on more than one delivery company. Delays are more likely the further your parcel has to travel, and as such no rights can be derived from the information below.

    Delivery time to European countries usually happens within 7-14 days. Delivery time to the United Kingdom can take 3-5 days. International deliveries may take up to 21 days. You can always track your international parcel using the tracking trace code sent to you by e-mail once we've handed your package over to the post.
  • What happens when I'm not home for delivery?
    When you're not home when the package is supposed to be delivered, you will usually get notified by e-mail and typically you should also receive a message in your mailbox from the post. Depending on the delivery company and their rules, they will either try to deliver it again, let you set a date for the next delivery or bring it to the closest post office.
    If you know in advance that the delivery date and time will not work out for you, you are typically able to adjust it in the tracking environment.

    If you're having issues with the tracking, you can always get in touch with our customer service through [email protected]
    Please make sure that the e-mail address you're ordering with is written correctly and to check it regularly, in order to not miss any updates on your delivery status.

Service

  • I've moved, where can I edit my address details?
    Simply log on to your account to edit your Personal Details from there!
  • What should I do when I didn't receive an order confirmation?
    Ordered something but didn't receive an order confirmation in your e-mail inbox? Checked your spam folder, but still nothing? Maybe it's even been a few days since you ordered and you're still waiting?

    If you made an account, you can check your order there. If you don't have an account or are still worried about something, get in touch with our customer service through [email protected] It's possible that maybe you accidentally made a mistake in your e-mail address, for example, and that's why you didn't get any confirmation. Our customer service will be able to confirm your order and help you out!

Returns / Exchanges

  • What is the return policy?

    Bought it but don't love it? That's OK. We've all been there. Luckily we have a 60-day return policy for Christmas, applying to orders between November 1st and December 31st. For all other orders, we handle a standard 30 day returns. Check it out here.

  • How can I return/exchange my online order?
    Just not quite satisfied with your order? No worries. You can send the item/order back to our headquarters in Drachten within 60 days of receipt. Please send along a copy of your invoice and a completely filled out return form. If you would like to receive a different item, you can return the order and place a new order online.

    • Returning an online order can be done within 60 days from invoice date
    • Always fill out the entire return form and send it along
    • Should you return your an entire order we will reimburse the entire invoice amount, including shipping costs of the original order. (return shipping costs are yours)
    • When returning part of your order only the returned items will be reimbursed. We will not reimburse the shipping costs of the order.
    • Returning an order is at your own risk. Make sure to keep the proof of posting.
    • Alternatively, you can hand in your return including a completely filled out return form at one of our Superstores.
    Return address

    Epplejeck
    Attn. Webshop
    De Meerpaal 8
    9206 AJ Drachten
    The Netherlands

  • Can I return my order at one of your stores?
    Absolutely! You can visit one of our stores during opening hours to return your order. To return an order you need to have the original receipt, additionally we will ask you to leave your phone number to avoid fraud. Without a phone number our employees won't be able to refund your order. If you want your money back rather than exchange the item, the shop will send your order to our headquarters in Drachten. The order amount, including original shipping costs, will be transferred to your bank account within 5 days. 

    Note: If you wish to return an order via mail be sure to send it to our headquarters in Drachten, do NOT send it to one of our stores.

    Return address:

    Epplejeck Drachten
    Attn. Webshop
    De Meerpaal 8
    9206 AJ Drachten
    The Netherlands

  • The item I wanted is sold out. Now what?
    In the unlikely event that the item you ordered has been sold out or simply won't be rendered up by our supplier, the amount you paid will be deposited back into your account automatically. It will be deposited on the same back account with which you paid the order. We will notify you first, should this occur. Should you wish to receive a different product instead, you can go ahead and place a new order.
  • Can I exchange an item won by a giveaway if it doesn't fit?
    Are you the lucky winner of a giveway at Epplejeck? Congratulations, that's awesome! There's only one 'but'... When you're asked to give your size, it's important to mention the right size. The item you have won is in most cases offered by a supplier of Epplejeck. The prize will be sent directly by the supplier to the address provided by you. As a result, exchange is not possible. 
    Are you doubting about the right size?Just contact our customer service to gain more information about the product! We will be happy to help you!  Happy customers, Happy us! :)
  • How much does a return cost?
    If you return items, the price for the shipping always has to be paid by you. Depending on the size and weight of the package, and the country you're in, the cost will differ. You can pick whichever post company you prefer, there are no restrictions on who you need to use.

    You can check the price you will have to pay online for most post companies. For DHL, you can calculate the price with this link. Simply fill in the details about country of origin, delivery country and package size and weight, and you will be able to see all available options and prices.

    Please note: when you want to return items that are faulty, arrived broken or fall under the case of warranty, please get in contact with our customer service first. Send all relevant information about the items, including your order number and pictures to [email protected]

Warranty and Repairs

  • I've received a wrong or damaged item, what should I do?
    If the item you received doesn't match with what you ordered or if the item is damaged, make sure to contact us! It's our passion to keep you satisfied and our customer service will do their utmost best to fix the issue. Contact us at [email protected] or call us: 0031 88 35 35 353. We'll be able to process your complaint even quicker when you send a picture along as well as your order number and name. We'll contact you asap to make things right.
  • What is the warranty term?
    Manufacturer warranty applies to all items when it comes to manufacturing, stitching and material faults. Manufacturer's warranty is valid for a period of one year from the date of original purchase. Warranty is applied to all material and manufacturing defects such as bad stitching.

    NOTE: as soon as a third party (other than Epplejeck or original manufacturer) performs repairs, the warranty will become void and is not applicable anymore.

    Warranty cannot be applied on loss of rhinestones, wear and tear of silicone seats, broken zippers and other wear caused by daily use. Additionally, any damage caused externally, such as pulling, chafing, horses' teeth, nails and screws does not fall under warranty.
  • I've got a complaint, where can I send this to?
    Are you dissatisfied with an item? Does it have a defect or is it incomplete? Our sincerest apologies, but don't fret as we are here to help! Email us at [email protected] or call: 0031 88 35 35 353.
    We aim to please, so don't hesitate to contact our support centre if you are dissatisfied. A picture is worth a thousand words: contact us via email with your complaint, a picture and your order number and we will contact you as soon as possible.
    Your complaint will receive an initial response within 48 hours. Keep in mind that there's a possibility we ask you to send the item to our headquarters in Drachten for further inspection.
  • Does warranty still apply on a purchased product if I made any adjustments to it?
    When you purchase products at Epplejeck, Epplejeck will give you the assurance that these products meet the specifications described with the products and the legal safety requirements applicable at the time of conclusion of the purchase agreement. If this is not the case, you can appeal to the warranty regulations.

    If you have made an adjustment to the item you purchased (for example, spraying the item in a different colour or decorated it with beads) Epplejeck can no longer guarantee that it still meets the specifications that are described with the products and the legal safety requirements. Therefore, you cannot invoke the warranty regulations if you have changed the item to your specific wishes yourself. This also applies if you or a third party have tried to repair a defect item.

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