FAQ: LIVRAISON

Combien de temps prend la livraison ?
Les commandes sont habituellement expédiées dans les 3 jours ouvrables après la commande et livrées dans les plus brefs délais.

Toutes les commandes sont expédiées depuis notre entrepôt aux Pays-Bas, sauf indications contraires. La plupart des commandes sont généralement livrées sous 3-7 jours ouvrables.

Vous recevrez un courriel vous donnant tous les détails vous permettant de suivre votre commande.

Que se passe-t-il si j'ai précommandé un article ?
Si vous avez précommandé un article, la date d'expédition estimée est affichée sur la page du produit et au moment du paiement. Nous expédierons votre commande ce jour-là.

Merci de noter que nous n'effectuons pas de livraisons partielles. Par conséquent, si vous avez passé une commande contenant un article en stock et un article en précommande, l'ensemble de votre commande sera expédiée au moment où l'article précommandé sera disponible. Si cela vous pose un souci, merci de commander les articles en stock séparément.

Puis-je suivre ma livraison ?
Une fois votre commande expédiée, vous recevrez un courriel de DPD, DHL ou UPS vous indiquant comment suivre votre commande. Si vous souhaitez effectuer des modifications concernant la livraison, vous devrez le faire en contactant DPD, DHL ou UPS car nous n'avons plus de contrôle sur la livraison une fois que votre commande a quitté notre entrepôt.

J'ai raté la livraison!
Si vous êtes absent lors de la livraison de votre colis, DPD, DHL ou UPS laissera un avis de passage et votre colis sera emmené au point relais DPD Pickup Parcelshop ou DHL ServicePoint le plus proche où vous pourrez le récupérer pendant 7 jours, ou au point relais UPS le plus proche où il vous attendra pendant 10 jours ouvrables.

Si le colis n'est pas récupéré à temps, il sera retourné à notre entrepôt et nous procéderons alors au remboursement de votre commande (sous condition et hors frais de port).

Les droits de douane sont-ils à ma charge ?
Notre entreprise étant basée en Europe, toutes les commandes au sein de l'Union européenne sont exemptes de frais de douane et d'importation. 

En revanche, si votre commande est livrée en dehors de l'Union européenne, il se peut que vous ayez à vous acquitter de droits de douane une fois que l'envoi aura atteint votre pays. 

Les frais de douane supplémentaires sont à la charge du destinataire. Nous n'avons aucun contrôle sur ces charges et ne pouvons pas prédire leur teneur. Pour savoir si vous êtes susceptible de payer des frais, veuillez vérifier la politique douanière et d'importation de votre pays.

Des frais de TVA me seront-ils imputés si j'utilise une adresse en dehors de l'UE ?
Pour les commandes à destination de pays non membres de l'UE, les produits seront normalement détaxés et non soumis à la TVA. Toutefois, afin de garantir l'équité pour tous nos clients, le montant facturé pour votre commande ne changera pas.

Puis-je venir chercher ma commande au lieu de me la faire livrer ?
Vous ne pouvez malheureusement pas choisir cette option. Cependant, vous avez l'option de rediriger votre livraison par DPD ou DHL, après avoir passsé commande. Dans le courriel que vous recevez de DPD ou de DHL, vous pouvez choisir de retirer votre commande dans l'un de leurs centres de service au lieu de la faire livrer. Vous pouvez également modifier la date et l'heure de livraison en fonction de ce courriel. Ces options ne s'appliquent pas à UPS.

Ma commande n'est pas encore arrivée/des articles manquent dans ma commande
Dans les très rares cas où votre commande a disparu, ou que des articles sont manquants, nous mènerons une enquête auprès du partenaire de livraison afin de résoudre ce problème pour vous. Pour accélérer ce processus, nous vous demandons de vous munir de votre numéro de commande, de la référence de l'envoi, des détails sur tout article manquant et de toute image justificative lorsque vous contactez le service clientèle.

Returns  

Can I return my item?  

We hope you are a huge fan of your purchase! If you’re not completely satisfied, you may return any unwanted items within 60 days - no questions asked.
For more information see Returns

Can I exchange my item?  

Unfortunately, we do not offer exchanges. To receive a different item, you must return the original one for a full refund and place a new order in the meantime.   
  

Which items are eligible for return?

To receive a full refund, items must be unworn, unused, with original tags and labels attached, and, as far as reasonably possible, in their original packaging. Returns will be inspected upon arrival before a refund is processed.

Can I return my item if a player changes their number or leaves the squad? 

Squad numbers/names and badge designs are accurate at the time of purchase. We cannot offer refunds if a player's number changes, the player is transferred, or the badge changes later. 
 

How can I return my item?  

If you live in Australia, Austria, Belgium, Bulgaria, Canada, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Spain, Sweden, Switzerland, the United Kingdom, or the USA, you can use our partner ReBound for your return (if ReBound is not visible at our returns page, then it is not available in your region). Alternatively, you may return your item using your own choice of courier. 
  

How can I return via ReBound?  

Register your return with our partner ReBound using your order number and the email used to place the order. Then, follow the instructions provided by ReBound. You will receive a return label or a QR code, which you need to bring along with your item to the nearest drop-off location. Once your return is scanned, you can track its journey via the ReBound website. Once your return arrives to our warehouse, a refund will be issued. When returning with ReBound, you won’t need to worry about additional custom fees. You can register your return here: Returns 
If ReBound does not appear as an option in your return portal, then it is not available for your country. 
  

How can I return my item using my own carrier?  

If you choose to return your order using your own courier, you must notify us in advance. Please print and fill out the return form and include it in your package. Ensure you obtain valid proof of postage that clearly states our full return address and your details. You must also provide a tracking code and a valid tracking link. If any import fees are required for delivery to the Netherlands, you are responsible for ensuring all duties are paid and the item is successfully released. We recommend insuring your return and selecting the option for signature upon delivery, as we cannot be held responsible for items that are damaged, lost in transit, or not delivered to the correct address. In some cases, a valid Proof of Delivery document may be required for the refund to be processed.   
  

What is the return address?  

Stichd Sportmerchandising B.V. 
The Posthoornstraat 16 
NL-5048 AS Tilburg 
The Netherlands  

Can I return two separate orders in the same package?  

Please note that it is not possible to return items from two different orders in the same ReBound return. You must register each order’s return separately. For more information, please contact our customer service team. 
  

What if I receive a faulty item?  

Your statutory rights regarding faulty or defective products are unaffected by our return policy. To report a faulty item please contact our customer service team and provide photographic evidence of the issue. Ensure the item is documented with the original tags still attached. If the fault is confirmed, a free return label (or a similar solution) will be provided. We strongly encourage you to contact us as soon as possible after receiving your order, to ensure a prompt resolution.  
 

How and when will I receive my refund?   

A refund will be made within 14 days of the arrival of the goods at our warehouse using the same payment method as the original transaction unless otherwise agreed. If you only return part of your order, the original delivery costs will not be refunded.  

When do I lose the right to a return/refund?  

You are liable for any loss in value of the goods resulting from use beyond simply checking their features and functionality. If the goods are damaged or altered in any way (including the removal of tags), you no longer have the right to return them. Exceptions may be made on rare occasions. Please contact our customer service team for more information. 

Payments  

What payment types can I use?  

You can use any of the payment methods below to pay for your order. 
Credit/Debit card: all credit/debit payments are handled via our payment partner Adyen.  
PayPal: When you use PayPal as a payment method, you will be redirected to the PayPal environment to complete the transaction.  
Additional local payment methods may be available depending on your location 
We take security and fraud very seriously, so all payments are validated and accepted in conjunction with the payment provider and card issuer.  
  

Can I get a refund if the price has changed since I ordered?  

Our prices change regularly in response to seasonal trends, stock levels, and customer demand. As such, we cannot refund the difference to previous orders when prices change.  

Orders  

I didn’t receive an order confirmation email  

You should receive a confirmation email within half an hour of successfully placing your order. If this is not the case, first check your spam folder. If you still cannot see one, please use one of the contact options below and one of our customer support team members will be happy to help you. 

Can I change or cancel my order after it’s placed?  

To ensure your merchandise reaches you as fast as possible, we aim to pick, pack, and ship orders as quickly as possible. This means we cannot make any changes once an order is placed. 
Should you have a critical issue with an order, we will try our best to rectify it before the order leaves our warehouse, but this cannot be guaranteed. So please double-check that all your details are correct before placing an order. r.

What size should I order?  

All our sizes are EU sizes (unless clearly stated otherwise). Check size guide for size equivalence if ordering from outside the EU. Our size guides offer body measurements, not garment measurements. Please take into consideration that different designs/styles will fit differently. 
  

Why isn’t my discount code working?  

If your discount code isn’t working at checkout, please check the following: 

• Only one code per order: our system allows just one discount code per order. Some codes are also limited to one-time use per customer. 
• Check out the terms and conditions: discount codes may apply only to specific products, have expiration dates, or be restricted to certain promotions. Be sure to review the details of the specific code you are using. 
• Location or account restrictions: some codes are only valid for specific countries or user accounts. 

If you have checked all of the above and your code still isn’t working, feel free to contact our customer service team. 
 

Products  

Are your products genuine?  

All our products are 100% licensed, genuine products. This store is operated by stichd sportmerchandising B.V., a member of the PUMA group and an internationally recognised licensed merchandise partner. 

The product I want is out of stock. When will it be back in stock? 

We try our hardest to always have a full range of products in stock, however, sometimes popular products can sell out. Where possible, we will attempt to restock these but cannot guarantee specific dates. Generally, sale items are subject to availability whilst stocks last and will not be restocked.   
  

How to best take care of my item?  

You can find washing & care instructions on the inner labels of all our products, but here are some general tips to ensure your merchandise remains in tip-top condition for many years to come: wash it with items that have similar washing instructions; wash at the lowest temperature possible (the care label states the maximum temperature); turn items inside out to protect logos and prints. Avoid tumble drying unless the care label explicitly states it’s safe. We take no responsibility if items are damaged due to poor handling. 
  

Do items come with a warranty?  

Yes. All items you purchase from us are covered by a legal (statutory) warranty. This means that the purchased product is, or must do, what the consumer can reasonably expect from it. The statutory warranty period depends on the consumer protection laws in the country where you live. Faults that occur within the applicable warranty period as a result of manufacturing defects will be repaired, replaced, or compensated. Please note that damage such as tears, stains, scratches, pulls, or other faults resulting from wear and tear (after tag removal) is not covered under the warranty.