FAQ
1 Delivery time & shipping costs
1.1 What is the delivery time?

We do our utmost to deliver the order to you as soon as possible. We try to ship orders placed on workdays before 2 pm the same day. However, we do not always succeed in complying with this, sometimes products are not in stock and the delivery of your order may take a little longer. The product page gives an indication of the delivery time. If for some reason we do not meet this delivery time, we will of course inform you as soon as possible.

1.2 What are the shipping costs?

The prices stated are exclusive of shipping costs. The shipping costs are:

 

  • In the Netherlands: € 6,05 for orders under € 40,-. Above that, shipping is free
  • To Belgium: € 9,05
  • To Germany: € 9,25

 

Delivery takes place via PostNL's postman or parcel deliverer. Generally, delivery will take place the next working day between 9:00 AM and 6:00 PM. Unfortunately, we cannot guarantee the time of delivery.

2 Payment methods
2.1 What payment methods are there?

Equinique uses the payment method of Mollie. With this you can pay in the following way:

 

  • iDeal
  • Bank transfer
  • Credit card
  • Klarna pay later

 

Payment methods from Klarna

In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:

 

  • Pay later.

 

Further information and Klarnas user terms you can find here. General information on Klarna you can find here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarnas privacy statement.

3 Returns
3.1 Can I return my order or a product?

It may happen that you want to return an order. Perhaps because the product does not like you or maybe there is another reason why you would not want the order. Whatever the reason, you have the right to cancel your order up to 14 days after receipt without giving any reason.

 

After cancellation, you have another 14 days to return your product (s). You will then be credited the full order amount including shipping. Only the costs for returning from your home to the web shop are for your own account. These costs are approximately € 6.95 per package, for the exact rates consult the website of your carrier. If you make use of your right of withdrawal, the product will be returned to Equinique with all accessories and - if reasonably possible - in the original condition and packaging. To exercise this right, you can contact us at [email protected]. We will then refund the order amount due within 14 days after registration of your return, provided that the product has already been returned in good order.

 

If the product is damaged or the packaging is damaged more than is necessary to try the product, we can pass on this depreciation of the product to you. So treat the product with care and make sure that it is well packaged on return.

3.2 Do you want to exchange your product?

Do you want to exchange your product (s)? That's no problem. You can contact [email protected] for this. You do bear the costs for returning the product yourself.

3.3 I have submitted the wrong delivery address!

Accidentally passed on the wrong delivery address? Please contact us as soon as possible. We will then try to change the order for you.

4 Warranty & complaints
4.1 How about warranty?

We care about our products and logically we do our best to deliver them to you in top condition. However, it sometimes happens that an order breaks during transport or that something else happens that entitles you to warranty. Legally, you are obliged to report this to us within two months of the discovery of the defect. If the defect falls within the warranty, we will repair or replace it free of charge.

 

If a package arrives damaged, we always recommend taking a photo of the package before opening the package. Once you have done this, you can open the package and then (in case of damage to the products) take pictures of the damaged contents of the package.

4.2 I have a complaint.

It is always possible that something does not go quite as planned. We recommend that you first report complaints to us by emailing [email protected]. If this does not lead to a solution, it is possible to register your dispute for mediation via Stichting WebwinkelKeur via https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil. From 15 February 2016, it will also be possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr. If your complaint is not yet pending elsewhere, you are free to file your complaint via the European Union platform.

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