Shipping and returns
The short version
- We ship worldwide from our factory in Heemskerk, the Netherlands, with FedEx.
- One flat shipping rate per order, by zone. Free shipping on orders of €300 or more, everywhere we ship.
- Prices on this website include VAT for customers in the European Union. Outside the EU the prices shown exclude VAT, and import charges are paid on arrival.
- EU consumers have 14 days after delivery to change their mind. Mounted, sharpened, heat-moulded and made-to-order items are excluded.
- We do not offer collection in person, and we answer every question by email: info@ehs-staybent.com.
Shipping rates
The rate is worked out on the goods total of your order, as shown in your cart. The rate for your address is always shown at checkout before you pay.
| Destination | Orders below €300 | Orders of €300 or more |
|---|---|---|
| Netherlands | €12.00 | Free |
| European Union (outside the Netherlands) | €20.00 | Free |
| United Kingdom (orders of €160 or more) | €20.00 | Free |
| Rest of the world, parcel up to 2 kg | €45.00 | Free |
| Rest of the world, parcel up to 5 kg | €70.00 | Free |
| Rest of the world, parcel up to 15 kg | €90.00 | Free |
| Rest of the world, parcel over 15 kg | €120.00 | Free |
Rest of the world covers every country we ship to outside the EU and the UK, including the United States, Canada, Japan, Korea and China; the weight is the packed weight of the parcel. We do not offer express or next-day upgrades through the website. If you need a faster service for a competition, email us before ordering and we will quote it separately.
VAT and import charges
In the European Union the price you see includes VAT. There is nothing more to pay when the parcel arrives.
Outside the European Union the prices shown exclude VAT. We ship DAP — Delivered at Place. The price you pay us covers the goods and the freight; it does not cover your country's import VAT, customs duty or the carrier's clearance fee. The carrier collects those from you before or at delivery. We cannot tell you the amount in advance, we declare every shipment at its full value, and refusing a parcel because of import charges does not entitle you to a refund of the outbound shipping cost.
Ordering from the United Kingdom
The minimum order value for the United Kingdom is €160; the checkout will not accept a smaller UK order. Below that figure we would have to register for UK VAT and charge it at the point of sale, which we are not set up to do. Above it, import VAT is collected normally at the border. For a smaller order, buy from an authorised dealer in the UK.
Ordering from the Netherlands
Long track blades, long track boots, long track sharpening jigs and spare parts are sold in the Netherlands through our authorised dealers only, because they need fitting, mounting or set-up that a dealer performs. Everything else — short track equipment, tools, guards, apparel, benders, gauges and sharpening stones — can be ordered here for delivery anywhere in the Netherlands.
Where we do not ship
We cannot ship to Russia or Belarus, or to any destination covered by EU or Dutch sanctions. Orders for Korea, China and Canada may be handled by our distributor in that country; if the checkout will not accept your address, email us and we will put you in touch.
Dispatch and tracking
Stocked items normally leave our factory within a few working days of payment. Made-to-order and custom work — a specified bend or rocker, engraving, a custom colour finish — takes longer, and the product page says so where it applies. You receive a tracking number by email as soon as the label is created. Check the address you enter at checkout: we cannot reroute a parcel once it has left, and a parcel returned to us because of an incomplete address is reshipped at your cost.
Changing your mind
If you are a consumer in the European Union you may cancel your order within 14 days of receiving it, without giving a reason, and you then have another 14 days to send the goods back. Email info@ehs-staybent.com with your order number and we reply with the return address and a return reference. You pay the return postage unless the item was faulty or we sent the wrong thing; use a tracked service and keep the proof of posting.
Return the goods complete, unused and in their packaging. We refund the price you paid, including the standard outbound shipping, within 14 days of receiving the goods back, to the payment method you used.
What cannot be returned
- Blades that have been mounted, sharpened, bent, rocked or skated on.
- Boots that have been heat-moulded, punched, drilled or skated in.
- Anything made to your specification — a custom bend or rocker, engraving, a custom colour finish.
- Sealed hygiene items once opened.
These processes permanently adapt the equipment to one skater and cannot be undone. Try boots on indoors, on a clean floor, before moulding them; offer blades up to the boot before drilling. The refund policy is the authoritative text.
Something is faulty or damaged in transit
Check the parcel on arrival. Report damage or missing items to info@ehs-staybent.com within 7 days, with your order number and photographs of the packaging and the goods before the packaging is discarded; we open the claim with the carrier and replace or refund the order. For a fault that appears later, email the same address with your order number, a description and photographs. Normal wear is not a fault — blades dull, coatings chip, cords stretch — and neither is crash damage or a mounting or sharpening error.
Bought from a dealer?
Your contract is with the dealer. Take the item back to them; we support them on every warranty claim.
Dealers and distributors
Business accounts ship and return on the terms of their account agreement. The free-shipping threshold above does not apply to dealer and distributor orders; the rates your account sees are shown at checkout.
Questions
Everything is answered by email, in the order the messages come in: info@ehs-staybent.com. The full legal texts are the shipping policy and the refund policy.