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Returns

At Voetbalshop.nl members can return their order, delivered in the Netherlands or Belgium, free of charge within 60 days. So make sure you create an account and log in before ordering.

(!) Please note: Non-members can also return their order for free, but will pay a sustainability contribution of 1 euro per returned product. This contribution will be deducted from the return amount.

For a full refund it is important that the items are in their original condition with attached labels and if reasonably possible in their original packaging. Personalized items such as printed football shirts and embroidered football boots cannot be returned. Returns can be made in 3 easy steps:

Step 1: Create a digital return label (QR code)

Enter your order number and email address below to create a QR code. The QR code serves as a digital return label that is scanned at the DHL point. The order number always consists of 10 digits and starts with 100. You can find the order number in the order confirmation email or in the payment description.

Your order number is:

Email:

Step 2: Prepare your package for return shipping

Indicate on the enclosed return form which items you have put in the package and add the form to your package. If you do not have a return form, send a note with the order number and the reason for return. Put everything in the bag or box you received it in. If you no longer have that, use another sturdy packaging.

 

Step 3: Take your package to a DHL point and have the QR code scanned

Search here for a DHL point near you: https://www.dhlecommerce.nl/en/consumer/dhl-servicepoints. Have your QR code scanned from your phone here or download it and print it out. Keep your shipping receipt safe until we have fully processed the return! You will automatically receive an email as soon as we have processed your return.

 

    Frequently Asked Questions about Returns

  • Can I also exchange my order?

    If you want another product or another size, you need to place a new order on the site. This way you will receive the new product faster. Reservation or exchange via customer service is not possible.

  • Do I need to print something?

    There is no need to print anything. We request that you clearly state the reason for return on the enclosed return form and include it in the return package.

  • When is a sustainability contribution withheld from the refund?

    Non-members can also return their order for free, but pay a sustainability contribution of 1 euro per returned product. This contribution is deducted from the return amount.

  • How long does it take to get my money back?

    You will receive a confirmation by e-mail as soon as we have processed your return. Within 24 hours of this notification, we will refund the amount of the returned products, including standard shipping costs of the outward shipment, to your account, credit card or unsubscribe to Klarna. If you paid (partly) with a gift card or a voucher, we will refund this amount in the form of store credit. We are dependent on the carrier, but always strive to process returns as quickly as possible.

  • Is my discount still valid if I return something?

    If you have ordered more than one item, the discount will be divided in proportion to the price of the items. If you cancel or return an item, the discount on that item will expire. If you return everything, the entire discount will expire.

  • What about shipping costs?

    Paid shipping costs will be fully refunded when you return the entire order. If after a partial return the remaining total amount falls below the shipping threshold of 69 euros, we will deduct the shipping costs owed from the return amount. Paid shipping costs for extra service such as Same Day Delivery or time slot delivery will not be refunded upon return.

  • Can I return part of a product (for example a pair of tracksuit trousers)?

    It is only possible to return a part of a product, if you could select the size for this separate part separately. If this is not the case, the product must be returned in its entirety.

  • My return has arrived but I have not received any message. What should I do?

    When your return track & trace indicates that the package has arrived at our premises, it can take up to 48 hours before the return is actually processed. If you have not heard from us after 48 hours, please contact customer service.

  • Can I also return my package with a different carrier?

    If for whatever reason you do not want to use our free return service via DHL, it is always possible to send your package yourself to this address: Voetbalshop tav Retourafdeling, Krommewetering 31-41, 3543 AP Utrecht. (The shipping costs in this case are therefore at your own risk)

  • Legal right of withdrawal

    We would also like to draw your attention to the statutory right of withdrawal (however, our standard cooling-off period is already 60 days). In the Netherlands, you always have the right to withdraw from the agreement within a period of 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you or a third party designated by you, who is not the carrier, physically takes possession of the goods. To exercise the right of withdrawal, you must inform us of your withdrawal from the agreement by an unequivocal statement (for example in writing, by post, fax or e-mail). You may use the model withdrawal form (download) for this purpose, but you are not obliged to do so. To meet the withdrawal period, it is sufficient for you to send a communication concerning your exercise of the right of withdrawal before the withdrawal period has expired. Consequences of cancellation If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to cancel this contract. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You shall send back or hand over the goods to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. You are on time if you return the goods before the period of 14 days has expired. You are liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

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