faq

FREQUENTLY ASKED QUESTIONS


HOW CAN I PAY FOR MY ORDER?

We accept:

  • Paypal payments
  • Credit card payments: Visa, Mastercard, eMaestro
  • iDeal payments

TO WHICH COUNTRIES DO YOU SHIP?

If you are not able to select your country at the checkout please contact us at support@hardwellstore.com.


WHAT IS THE DELIVERY TIME FOR MY ORDER?

Countries within the European Union: 1 - 4 business days
Other countries: 2 - 7 business days

WHAT ARE THE SHIPPING COSTS?

The shipping costs are variable. The shipping costs will be displayed in the checkout. Our prices do not include customs fees or other additional taxes that might apply to customer in non-EU countries. Any customs or import duties that are levied on the ordered package and/or customs declarations and regulations required once it reaches its final county of delivery are the sole responsibility of the recipient.

HOW DO I TRACK MY ORDER?

You can only track the status of your package is you've chosen to include this option during the check-out. Once your payment is finalized and your order has been processed, you will receive a Track&Trace code by mail with which you can track your order.

WHAT ARE THE RETURN CONDITIONS?

Our return policy entitles you to return the product for any reason within 14 days counting from the day you received your package. However, the products can only be returned when they are completely unused and sent in the original packaging. When returning articles, please make sure to include the return form as we need it to process the returned goods. A return form is included with every order. If you lost the return form or in case you've never received one, please use this form and include it with your return. 

HOW CAN I RETURN MY ORDER?

When returning an item the customer is responsible for the shipment and costs. The Hardwell store can only process a refund once we have received the products in good condition. We therefore advice you to always keep hold of your Track&Trace code and receipts.

Send the return items with the completed return form to:
Promese
Att. Hardwell Store
Flight Forum 2500
5657 DZ Eindhoven
The Netherlands


CAN I EXCHANGE MY PRODUCT FOR A DIFFERENT ITEM OR SIZE?

We cannot exchange products, if you would like a different size or product you can place a new order.

HOW LONG DOES IT TAKE TO GET A REFUND?

We strive to process your refund within seven business days counting from the day we receive the products. However, do take into account that we are legally entitled to process refunds within 14 business days. Also, please note that - depending on the payment platform - it can take up to 5 business days for the money to be on your account.

When all items of your order are returned to us, we will refund you the total order amount plus shipping costs.

CAN I CANCEL OR CHANGE MY ORDER?

Cancelling or changing an order is not possible. After an order is confirmed, the packing and shipping process starts immediately so we are not able to make changes. Of course after receiving your order, you can return it within 14 days.

OTHER QUESTIONS

If you have another question please contact us at support@hardwellstore.com or call us +31 (0) 402493607. We’re available between business hours from 09:00 AM to 17:30 PM (local time, UTC/GMT+1)