Customer service

Austria, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Greece, Italy, Latvia, Lithuania, Luxembourg, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden

We send your package with GLS. When we ship the package, you will receive an email from us with the track and trace code of the shipment. Your package will be delivered on a working day (Monday to Friday). If you are not at home, you will receive a note in the letterbox with which you can arrange a second delivery attempt.

Netherlands

We send your parcel with DHL. When we send the parcel, you will receive an e-mail from us with the track and trace code of the shipment. In most cases, the parcel is delivered the next day (not on Sunday). If you are not at home at the time of delivery and DHL cannot deliver the parcel to your neighbors, DHL will leave a card in your letterbox. With this card in your letterbox or with the link in the track & trace code you can make a new delivery appointment the same day until 11:59 PM. Are you doing nothing? Then DHL will deliver your parcel the next day to the nearest pick-up location.

Belgium

We send your parcel with BPost. When we send the parcel, you will receive an e-mail from us with the track and trace code of the shipment. In most cases, the parcel is delivered the next working day (not on Saturday and Sunday). If you are not at home, you can request a second offer by telephone or collect your parcel within 14 days at the neighboring post office or PostPunt.

Germany and Hungary

We ship your package with DHL. Once the order has been shipped, you will receive a shipping confirmation with a tracking number. You can use this tracking number to track the delivery of your order on the internet. Your package will be taken to a branch if you or a neighbor cannot receive the package. You will then find a notification in your mailbox or in your e-mail account. The days on which delivery can take place are from Monday to Saturday.

Refusal of the package

If the package is refused at the delivery address, as a result of which it is returned to us, we will charge the return costs (6.95 euros). You will be notified of this as soon as we have processed the return shipment.

1. Put the desired product(s) in the shopping cart by clicking on the 'ADD TO SHOPPING CART' button next to the product.
2. In the popup that opens you can choose to continue shopping or go to the shopping cart by pressing the 'ORDER' button.
3. In the shopping cart you can see which product(s) you have added to the shopping cart. Optionally choose a gift wrapping here.
4. Click on the green 'PROCEED TO CHECKOUT' button to proceed to the checkout.
5. Then fill in your details and click on the 'NEXT' button.
6. Select a payment method. Click on the 'NEXT' button again.
7. Check your details and order and click on the 'PLACE ORDER' button to confirm the order. You will then be redirected to the payment method selected by you where you can pay for the order.

eps-Überweisung

The eps-Überweisung is the Austrian banks' simple and secure online payment method for Internet purchases via the familiar online banking system.

SOFORT Banking

With Sofort-Banking you can initiate the payment directly with your usual online banking data. It takes 1-10 days before payment is received and your order is processed.

Credit card

You can pay with credit card. We accept MasterCard and Visa.

Klarna

Pay later for your order (within 30 days) with Klarna. Klarna carries out the complete post-payment process. You can pay later up to an amount of € 300.

As soon as your order has been shipped, you will receive the invoice by e-mail from our partner Klarna. You must then pay this invoice within 30 days.

If you have additional questions about your payment, please go to klarna.com/uk/customer-service or call 020-30050833 (local rate) / 0808-1893333 (freephone).

PayPal

You can also pay with PayPal. Payments are then processed by the PayPal website. You can pay with PayPal up to an amount of € 150.

Bank transfer

You transfer the amount for the purchase to our bank account yourself. Payment processing usually takes 1 to 3 working days. After receiving your payment, we will ship your order.

In the above cases, you pay our payment service provider PAY. Naturally, all data, such as your name and address and payment details, is sent via a secure and encrypted connection.

Deloox Giftcard

You can also pay with our Deloox Giftcard. The Deloox Giftcard is valid for five years from the moment of purchase. You can redeem an unlimited amount of the card per order and you can also redeem the card in parts. If the total amount exceeds the value of the Giftcard used, the difference has to be paid with one of the other direct payment methods: Credit Card, PayPal, Apple Pay or Google Pay. You can check the balance of your Deloox Giftcard here.

If you return (part of) your order, the refund will be reimbursed in the form of a digital Deloox Giftcard. The Deloox Giftcard itself is excluded from the return policy, so it cannot be returned.

You can enter one gift voucher per order. If you have multiple Deloox gift vouchers, we can merge them for you. In this case, please contact our customer service.

Privacy statement

Privacy-sensitive data or personal data is processed through our webshop. Deloox B.V. considers a careful handling of personal data of great importance. Personal data is therefore carefully and securely processed by us.

In our processing, we adhere to the requirements of privacy legislation. This means, among other things, that:

• we clearly state the purposes for which we process personal data. We do this through this privacy statement;
• we limit our collection of personal data to only the personal data necessary for legitimate purposes;
• we first ask you for explicit permission to process your personal data in cases where your permission is required;
• we take appropriate security measures to protect your personal data and also requirements of parties that process personal data on our behalf;
• we respect your right to provide your personal data for inspection, to correct or to delete it at your request.

Deloox B.V. is responsible for data processing. In this privacy statement we explain which personal data we collect and use and for what purpose. We recommend that you read it carefully.

This privacy statement was last modified on 11-04-2018 12:06:53.

Use of personal data

When using our webshop, we obtain certain information from you. This can be personal data. We only store and use the personal data that is provided directly by you, in the context of the service you have requested, or of which it is clear that they are provided to us for processing.

We use the following information for the purposes stated in this privacy statement:

• Name and address details
• Phone number
• Billing address
• E-mail address
• Payment details
• Gender
• Date of birth
• IP address

Register

You must first register for certain parts of our webshop. After registration, we save the personal data you provide via your e-mail address. We keep this information so that you do not have to enter it every time and so that we can contact you in the context of the implementation of the agreement.

We will not provide the data linked to your e-mail address to third parties, unless this is necessary in the context of the execution of the agreement that you conclude with us or if this is required by law. In case of suspicion of fraud or abuse of our webshop, we can hand over personal data to the competent authorities.

Processing your order

When you place an order with us, we use your personal data to process it. If necessary for proper handling, we can also provide your personal data to third parties. You can read more about this later in this privacy statement.

Advertisement

In addition to the information on our website, we can also inform you about our new products and services:

• by mail
• by e-mail
• by social media

Contact form and newsletter

We offer the possibility to ask questions through our webshop by means of a contact form, where you are asked to fill in information to deal with your question. You choose which information you provide. The data you send us will be kept for as long as the nature of the form or the content of your e-mail requires for the complete answering and processing thereof.

We offer the opportunity to subscribe to our newsletter. You will regularly receive e-mails with offers or discounts for products from our range. In this case, your e-mail address will only be added to the list of subscribers with your explicit permission. The explicit consent is obtained by confirming the subscription of the newsletter by e-mail.

With a purchase we receive your e-mail address. Unless you object to this, we will regularly send you e-mails containing offers or discounts of products from our range or other e-mails related to your order. You can unsubscribe from these emails at any time using the special unsubscribe link in those emails or you can unsubscribe by contacting our customer service.

You can unsubscribe from our newsletter in the following ways:

• With the "Unsubscribe" link at the bottom of every newsletter
• On the page: unsubscribe from newsletter
• Contact our customer service

Publication

If you post a review about our webshop or a product, the following information will be published so that it is visible to everyone on the internet:

• Name

You choose which Name you use. It is possible that you can be traced with this. On request, we anonymize information that has been published.

Personalization

We use your data to personalize your shopping experience. This way, based on your interests, we can better tailor the range of products to your wishes and make you offers that are of interest to you. For example, we use information from previous orders, cookies and your IP address.

Customer service

If you contact our customer service, we will save notes with your order. This allows us to help you quickly if you contact us again.

Improvement

In order to further improve our webshop and service, we sometimes approach you for a free customer or market research. It is possible that a third party will conduct this investigation. This party will applly the same privacy rules as we do.

Actions / competitions

If we organize a promotion or competition, we need your name, address and e-mail address. With this we can announce the prize winner(s) and carry out the promotion.

Provision to third parties

We can pass on your data to our partners. These partners are involved in the implementation of the agreement. These partners are (partly) located outside the EU. We have strict agreements with them to comply with European privacy rules.

Cookies

Our web store uses cookies. Cookies are also placed via third parties engaged by us.

When you visit our webshop for the first time, a notice is displayed in which we explain why we use cookies. We consider the further use of our webshop as permission for this use of cookies.

You are free to disable cookies through the browser. Keep in mind that it is possible that our website will no longer work optimally.

We use cookies for:

• storing items in your shopping cart;
• logging in and retrieving your data so that you do not have to re-enter it every time;
• testing improvements to the website;
• the acceptance notification of cookies on our website;
• providing insight into how you use our site (Google Analytics);
• enabling personal advice on previously purchased and / or viewed items;
• displaying personalized advertisements;
• storing through which partner site you visit our website.

We have made agreements with third parties who place cookies about the use of cookies and applications. However, we do not have full control over what the providers of these applications themselves do with the cookies when they read them. For more information about these applications and how they deal with cookies, please see the privacy statements of these parties (note: they can change regularly).

Google Analytics

We use Google Analytics to keep track of how visitors use our webshop. We have entered into a processor agreement with Google to make agreements about the handling of our data. Furthermore, we do not allow Google to use the obtained Analytics information for other Google services and IP addresses are anonymised. The retention period for visitors and events in Google Analytics is 26 months after the last activity of the visitor.

Personalized advertisements

We, our advertising networks and media agencies can show you advertisements on Deloox.com and other websites. This is done on the basis of your previous visits to our websites and the websites of third parties. Your surfing, searching and purchasing behavior is collected on the basis of cookie techniques, your IP address and the advertisement number that is linked to the device with which you surf. We only do this if you have given permission for the placing of cookies. A limited retention period applies to cookies and that period differs per cookie.

We also engage other external service providers to help with various things. Sometimes they also need personal data for this. We only share the data that is necessary for the assignment that the external service provider carries out for us. We do not sell your information to these service providers or other third parties. And we conclude agreements with all external service providers in which we agree on what they can do with the data.

The types of work that our external service providers perform for us are:

• supporting our advertising and marketing campaigns;
• supporting in conducting customer research and obtaining ratings and reviews.

Security

We take security measures to limit misuse of and unauthorized access to personal data. In particular, we take the following measures:

• Access to personal data is protected with a username and password
• Access to personal data is protected with a username and a login token
• After receipt, the data is stored in a separate, protected system
• We take physical measures to protect access to the systems in which personal data are stored
• We use secure connections (Secure Sockets Layer or SSL) that protect all information between you and our website when you enter personal data

Retention periods

The personal data described above is stored for as long as necessary to process your orders, including warranty. After that, we keep data for a maximum of 26 months for the statistical purposes described. The data will then be deleted, unless there is a legal obligation that requires longer storage (such as the seven-year fiscal retention obligation for payment data).

Websites of third parties

This privacy statement does not apply to websites of third parties that are connected to our webshop by means of links. We cannot guarantee that these third parties will handle your personal data in a reliable or secure manner. We recommend that you read the privacy statement of these websites before using these websites.

Changes to this privacy statement

We reserve the right to make changes to this privacy statement. It is recommended that you regularly consult this privacy statement so that you are aware of these changes.

Access and change of your data

For questions about our privacy policy or questions about access to and changes to (or deletion of) your personal data, you can contact us at any time using the information below.

You can change data yourself via account overview .

You can also send us a request to view, change or delete this data. You can also submit a request to request a data export for data that we use with your permission, or state with reasons that you want us to restrict the processing of personal data.

To prevent abuse, we may ask you to identify yourself adequately. When it comes to access to personal data linked to a cookie, you must send a copy of the cookie in question. You can find this in the browser settings. If the data is incorrect, you can request us to change the data or have it removed.

Dutch Data Protection Authority

Of course we are happy to help you if you have complaints about the processing of your personal data. On the basis of privacy legislation, you also have the right to file a complaint with the Dutch Data Protection Authority against these processing of personal data. You can contact the Dutch Data Protection Authority for this.

Contact details

Deloox B.V.
Parmentierweg 5
5657 EH Eindhoven
Netherlands
customer.service@deloox.com
+31-402883548

Shop reviews

Deloox invites every customer to write a review on Trustpilot once. Trustpilot has tools that allow consumers and businesses to report reviews that violate their guidelines. Anyone who notices fraudulent behaviour can contact them. You can find more information about Trustpilot's review policy here.

Product reviews

Customers can only write a review about products that they have actually purchased with us. Two weeks after delivery of the product, a buyer is invited to review the product. The customer's order number and e-mail address are automatically linked to the review so that we can ensure that the reviews are written by experts.

The reviews are never directly published. The origin and content are first checked manually. A negative experience is not a reason for us to reject the review. If the review meets the requirements, it is published.

The review is not published when:

• The review does not describe how the product was experienced
• The review contains harmful and/or illegal content such as hate speech or discrimination, threats or violence, obscenity or slander
• The review contains commercial content or has a commercial purpose. We do not work with sponsored reviews

If the texts on our website are not legible, then you probably have an outdated screen and/or a low resolution. In that case, you can increase the readability by choosing "Extra contrast" below.

Do you want to return one or more products? Which can! We use a withdrawal period of 90 days. This period starts after you have received your order. As long as we can resell the product (in the original and untouched packaging), you will simply get the full purchase price back.

Is the product defective, damaged or incomplete? Read here what you can do.

Use your right of withdrawal / return

If you indicate that you want to make use of your right of withdrawal and want to return an item to us, you have 14 days from that moment to return the item to us.

Tips:

• Do not have an account? Please contact our customer service for the return instructions.
• Keep your proof of shipment. This allows us to trace the return shipment if something goes wrong.
• Are you returning multiple items? Then it is possible to put everything in 1 box, even if it concerns several orders. Do put every return form in the box.
• You can also exercise your right of withdrawal by sending the European model withdrawal form or another clearly formulated statement to our customer service.

Excluded from right of withdrawal / return

Sealed products that are not suitable to be returned for reasons of health protection or hygiene and of which the seal has been broken after delivery may not be returned.

Business orders are excluded from the right of withdrawal.

Consequences of using your right of withdrawal / return

In the event that you return all items from your order, we will refund the complete order amount, including the paid shipping costs. The direct costs for the return shipment are at your own expense. If you return part of your order, we will only refund you the items you return to us. After receipt and assessment of the return shipment, we will refund the amount to be refunded as soon as possible, but no later than 14 days from the moment you have notified us of the withdrawal. We will refund this amount to you via the payment method you used to pay your order.

Does the product have visible signs of use, has it not been carefully packaged, causing the product to be damaged, is the product incomplete, is the packaging / sealing damaged or missing (part of) the packaging / sealing? Then the depreciation can go up to 100%. As a consumer you are liable for the depreciation of the product if this is a result of the way of handling the product that goes beyond what is necessary. The amount of the depreciation depends on whether we can still sell the product again or not. As a webshop we may charge this depreciation.

Return address

Deloox B.V.
Parmentierweg 5
5657 EH Eindhoven
Netherlands

Product delivered defective

Is the product ordered by you defective, damaged, spoiled or incomplete? Please contact our customer service and, if possible, attach a photo of the received product by e-mail. A defective product received may then be returned to us.

Warranty conditions

The legal warranty applies to all items that you buy from us. This means that an item must be in good condition and function properly under normal use. You can claim the legal warranty up to 2 years after delivery of the product. In addition to the legal warranty, the manufacturer's warranty applies to certain items. A manufacturer's warranty is an additional warranty provided by the manufacturer. If this is the case, you will find this in the documentation for the product.

In the event of a defective product, we will offer you to replace or repair (if possible) the product free of charge. If replacement or repair is not possible, it can be decided, after consultation with our customer service, to lower the price of the product or to dissolve the purchase agreement.

If you discover a defect and want to make a claim under the warranty, you must report this to our customer service within 2 months of discovery.

No defect?

If you have returned a product for warranty and we find no defect, we will send the product back to you and charge the return costs (6.95 euros).

If you have any questions, comments or complaints about our services and / or products, you can contact our customer service. This can be done by telephone at +31-402883548 (on working days from 8:30 am to 12:00 am) or by e-mail to service@deloox.com. We will generally answer your e-mail within 1 working day, but no later than 14 days. Our employees are happy to help you find a suitable solution.

You can also submit your complaint in writing. Send your complaint stating your name, address, place of residence, order number and, if applicable, your account details to:

Deloox B.V.
Parmentierweg 5
5657 EH Eindhoven
Netherlands

As soon as we have received your letter, we will inform you about this. You will receive our final response to your complaint no later than 14 days after receipt.

Are you not satisfied with the handling of your complaint? Then you can submit this to the Thuiswinkel Disputes Committee, PO Box 90600, 2509 LP in The Hague (www.sgc.nl). You can also submit your complaint to the Disputes Committee via the European ODR Platform (http:// ec.europa.eu/consumers/odr/). See article 17 of our general terms and conditions.

Chat

The fastest way to get help is via our chat (the pink d. at the bottom left of the page). Our chatbot will help you find the right answer 24 hours a day, 7 days a week. If the chatbot does not know the answer immediately, it collects the necessary information and forwards it to a Deloox employee who will help you further.

Call us

Do you have a question about your order or about our products? We are happy to speak to you by phone. You can call on weekdays from 8:30 am to 12:00 am to phone number +31-402883548 (English)

E-mail

customer.service@deloox.com

Mailing address

Deloox
Parmentierweg 5
5657 EH Eindhoven
Netherlands

Offices