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FAQ
To order
How do I place an order?

You can order your new purchase quickly and safely via Skottsberg.com. First place the desired products in your shopping cart. When you have finished shopping, you can click on the shopping cart symbol at the top right of the webshop and you will see an overview of your shopping cart. Then click on 'Proceed to checkout'.

On the next page you will see an overview of five steps.
The first step is to enter your email address, login or create an account.
Enter your shipping address in the second step.
In the third step, tick a delivery option.
At the fourth step, you have the option to enter a different billing address.
And in the fifth step you choose a payment method and you can order.

What are the shipping costs?

Soon the rest of Europe will also be available as a shipping option!

In the Netherlands and Belgium:
Orders under €25,- will be delivered for €6,95.
Orders under €25,- will be delivered for free.

In Germany:
Orders under €25,- will be delivered for €8,95.
Orders under €25,- will be delivered for free.

Can I see the status of my order?

After placing your order you will receive an order confirmation by e-mail. As soon as your package leaves our office, you will receive an email from DHL with the track & trace code with which you can track the package on the DHL site.

Payment
What payment methods are there?

You can pay with Visa, MasterCard, PayPal and iDEAL. Payment options may vary from country to country.

After selecting your preferred payment method, you will be redirected to the chosen payment gateway. Once your payment has been completed, you will return to Skottsberg.com and receive your payment confirmation email. In the event that the payment is canceled or failed, you will be returned to Skottsberg.com and you will see a message stating the error. From that page you can choose another payment method.

Deliver
How does the delivery work?

We ship our packages with DHL. You can choose a collection point or home delivery. If you opt for home delivery, it will be offered ones. If you are not at home, they will try at the neighbors. If that doesn't work either, the package will go to a collection point where you can pick it up yourself. Via DHL you will receive a link with which you can track the package. For large orders, we may choose a different carrier, due to shipping costs or the weight of the order.

What is the delivery time?

Of course we will deliver your items as soon as possible. If you have placed an order on working days before 5 p.m., your order will be delivered within 1 to 2 working days in the Netherlands and Belgium and within 2 to 5 working days in Germany. The delivery time may be longer on public holidays.

In which countries do you deliver?

We deliver in the Netherlands, Belgium and Germany. We hope to connect more countries soon. Stay tuned!

Return
How can I return my order?

Your order may be returned within 14 days of receipt.

For free returns, we would like to point out the following: If you register your return within 14 days of receipt via [email protected] with the subject "Return order" stating your order number, you will receive a return form and return label from us to print.

Complete the return form completely and send it back. Stick the return label on your return package and send your package back free of charge via a DHL point.

Of course you can return the products on your own initiative via another carrier, then the costs will be for you. More information about the right of withdrawal can be found on the page: returns.

Received a damaged, incomplete or wrong item?

Send an e-mail to [email protected] with photos of the damage, the order number and the item numbers. In case of an incomplete or incorrectly received order, you can also send an email to [email protected] Please also state the order number and item numbers. We provide a suitable solution.

When will I get my money back?

If you revoke the agreement, you will receive back from us all payments that you have made up to that point, including delivery costs, immediately and in any case no later than 14 days after we have been informed of your decision that you wish to withdraw from the agreement.

Warranty and complaints
How can I report a complaint?

It is of course possible that a delivered item is defective and deviates strongly from what has been agreed.
In that case, please contact us so that we can find a solution together.

We assess: Whether there is a valid complaint. If so, how we will resolve the complaint and how we can prevent the complaint in the future. If you have a complaint, you can contact our customer service [email protected] A substantive response will be given to the complaint within 14 days of receipt of the complaint.

Are you not satisfied with the handling of your complaint? Then you can submit this to the Disputes Committee Thuiswinkel, PO Box 90600, 2509 LP in The Hague (www.sgc.nl). You can also submit the complaint to the Disputes Committee via the European ODR Platform (http://ec.europa.eu/consumers/odr/).

How long do I have a warranty?

The legal warranty applies to every product you have purchased from Skottsberg. This means that a product is or must do what you as a customer can reasonably expect from it.

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