Payment, Shipping & Returns
All transactions are conducted in Euro (€). If in doubt about the conversion rate to currencies other than stated above, please e-mail us with the details of your order and we will calculate the accurate price in your own currency before accepting the order. Payments via this website will be processed in Euro’s (credit cards sales will be charged in your local billing currency by your credit card provider).
TARRIFS, TAXES & VAT
All € Euro prices on the Eauk website are quoted inclusive of local taxes (including VAT) where applicable. Please note that on all orders placed for delivery outside the Netherlands it is the customer’s responsibility to pay any subsequent import duties that may be applicable for deliveries within their own countries. Goods will be sent with a commercial invoice.
Orders are sent to you via Post NL or DHL for the Netherlands. Outside the Netherlands, your signature is required upon delivery. An e-mail will be sent to you, once your order has been dispatched for delivery. We will always try to dispatch your goods within 3 days of receipt of order, assuming we have the item/s in stock. Delivery to Dutch based addresses is usually the next day, when ordered before 16:00 PM and foreign addresses between 2 to 5 days later. Please allow more time for delivery at busy periods like Christmas.
There may also be occasional delivery restrictions to certain countries, due to political or economic restrictions or natural disasters.
Should your order be affected we will notify you immediately and endeavor to find a suitable alternative.
Eauk covers the cost of shipping on all our online orders within the Netherlands. We currently only ship to addresses in Europe. Please bear with us as we grow the number of countries we ship to. In the interim, do check if there’s a store (store locator top menu of the website) near you and sign up to our e-newsletter to be notified of updates on our shipping. Please note additional carriage costs for shipping outside The Netherlands.
€12.00 within PostNL Euro zone 1. We ship to Belgium, Denmark (excl. Faroe Islands and Greenland), France (incl. Corsica and Monaco), Germany, Italy (excl. San Marino and Vatican City), Luxembourg, Sweden, United Kingdom (excl. Gibraltar and Canal Island)
Our web store accepts payments via Ideal, credit card and PayPal. If you do not have a PayPal account, you can use this service as a guest and pay with a credit card. PayPal is an international online payment service. Payment details are entered over a secure SSL link to PayPal, who will then authorize the payment after checking the details that have been entered. Credit card details entered in the web store are kept securely by PayPal, and are not transmitted to Eauk.
INVOICES & RECEIPTS
We send a receipt for all orders, either with the goods or to follow in the post, except those sent to third parties as Gifts. In these cases we send a separate receipt direct to the purchaser.
Eauk operates a full 15-day Returns Policy. We hope you will be totally satisfied with anything you buy from our website. If, for any reason you are unhappy with your purchase, you can return it to us within 15 days of receipt, unused, with it’s original packaging and label, insurance covered and post-paid, together with the receipt we sent you. Please let us know ahead by contacting us, stating the reason for returning the goods. Before sending the items back to us, you must wait for us to send you a confirmation of return, which will give you further instructions to help you send the goods back to us.
Once the goods are with us, we will refund the full value of the goods, using the same method as the original payment (i.e. a credit card purchase will be refunded through your credit card account). Please note that the cost of the shipping for foreign sendings by EAUK and the cost of returning the sending by you cannot be refunded.
Please return your parcel to our offices at:
You have the right to cancel your order within 7 days of placing the order. If you do so and the product has already been dispatched, please refer to the above return policy.
Please note that return policy does not apply to Bespoke orders, we will of course always try to accommodate you the best way we can.
In the event you should receive a product that presents a manufacturing default, please get in touch with us so we can arrange repair, exchange or refund. Please do not send us the goods before getting in touch with us.
We will control all returned products. All goods must be returned in perfect condition along with a copy of your initial invoice/delivery note with its original package without signs of usage. You must pay the postal fees for this kind of return. We will dismiss the returned product if:
- The product shows signs of visible use
- The product returns without original packaging and/or product tags
- The product is damaged because of return transport
We reimburse your payment (Duties, taxes and other expenses excluded). In case of return, you will be charged for all shipping charges.
If the product is in any way faulty or does not conform to the order placed, we will gladly refund the purchase price paid, the return shipping cost; any customs, duties and goods taxes (upon proof of payment i.e. a receipt), plus the original shipping costs. Likewise, no good will be taken back if it shows signs of damage or interference, such as
- Events out of our control e.g. natural disasters
- Signs of improper use
- Interference by the customer or a third person
- Extreme use or extreme influence by the customer
The items can be sent to address displayed on the delivery note. All refunds will be issued based upon the original form of payment.
No cost will be covered should the product/s go missing during the return shipping. We advise you to send all items back with a transport company which provides a track & trace service.
Discounted items cannot be returned. There is an exception for products that arrive damaged. A notification of this should be made within 7 days after receipt of the product. We will then assess the situation and take care of a pick up if necessary. Returns bought in sale: – Free shipping does not apply on items in sale
- Exchanging a product bought in sale is possible, but shipping costs back and forth will have to be paid by the customer In case a customer has added initials to a product, we cannot accept a return. An exception will be made if the product is delivered in damaged state.
TITLE TO THE GOODS
Title for goods belongs to Eauk until your full payment is cleared, at which point it transfers to you in its entirety.
DISCOUNTS & VOUCHERS
A discount cannot be used in conjunction with another offer. Eauk reserves it’s right to deny a purchase that would have resulted from a misuse of a promotion code.
Discounts can apply to gift cards products. Please note that in case of a refund the gift card will be refunded at the price it was purchased.
Bespoke orders are available upon request and are subject to feasibility. A different return policy applies, see above. Customers are fully responsible for options of customization. We are of course more than happy to provide support and will strive to accommodate you with the best experience possible.
If we cannot ship your whole order within 72 hours of receipt, we will usually dispatch a part order and notify you regarding items delayed through lack of stock. In the unlikely event that we are unable to supply your choice of goods for some while, or at all, we will contact you for instructions. Providing a telephone number or e-mail address with your order makes it easier for us to contact you in this event.
The payment can be refunded fully, or we can arrange an exchange. If additional costs apply for a price difference you will be contacted for your information, as we do not retain credit card information from our customer