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; use our contact form.
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; no minimum for Northern Ireland) | €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. The VAT rate and amount are shown at checkout and on your order confirmation. There is nothing more to pay on delivery. Orders to Monaco are treated as orders to France.
Buying for a business in another EU country? Enter your company's VAT number at checkout. If it is valid in the EU's VIES register, no VAT is charged and you account for it in your own country (reverse charge). Dealer accounts: we keep your checked VAT number on your account.
Some places that belong to an EU country are outside the EU VAT area. For the Aland Islands, Guadeloupe, Martinique, Reunion, French Guiana, Mayotte and Saint-Martin, prices exclude VAT, as for other countries outside the EU: import VAT, customs formalities and local taxes are collected from you on delivery. We cannot take web orders for delivery to the Canary Islands, Ceuta, Melilla, Heligoland, Buesingen, Campione d'Italia, Livigno or Mount Athos: please contact us and we will arrange your order.
Outside the European Union and the United Kingdom, prices exclude VAT. This includes Gibraltar and the Channel Islands. We ship DAP: your country's import VAT, duty and the carrier's clearance fee are collected from you on 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.
South Korea requires a Personal Customs Code (개인통관고유부호) from the person receiving the parcel before customs will clear it. The code is the letter P followed by 12 digits; the Korea Customs Service issues it free of charge at unipass.customs.go.kr, and the checkout asks for it together with your delivery address. Have it ready before you order.
Ordering from the United Kingdom
For the United Kingdom (Great Britain and the Isle of Man), prices exclude VAT and the minimum order is €160. UK import VAT and any duty are collected by the carrier on delivery. For a smaller order, buy from an authorised dealer in the UK.
Northern Ireland: we deliver under EU rules for goods. There is no import VAT and no customs duty to pay on delivery, and the minimum order of €160 does not apply.
Ordering from the Netherlands
Long track blades, long track boots, long track sharpening jigs, spare parts and accessories are sold in the Netherlands through our authorized dealers only, because they need fitting, mounting or set-up that a dealer performs. Short track equipment and StayBent Professional Tools 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. Send us your order number through our contact form 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. To report damage or missing items, email us 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 us 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; use our contact form. The full legal texts are the shipping policy and the refund policy.