Questions You May Have

I found an item on your website, but I am unsure whether I want to place an order. What can you say to help ease my doubts?

At Outdoorbrands, we want you to shop with confidence. Here are a few reasons why you can enjoy a worry-free shopping experience:

• Not sure about the product? If you're uncertain about the colour or size of the item you're considering, don't worry. You have 14 days from the delivery date to decide whether to keep it. This is the legal cooling-off period for online purchases within the EU single market, and it applies to our UK customers as well. During this time, while you can't wear the item, you're free to try it on, inspect it, and evaluate it just as you would in a physical store. If you choose not to keep it, no problem—within the withdrawal period, you can easily return it for a full refund.

• Doubts about our reliability? Since 2011, we’ve proudly been a certified member of Thuiswinkel.org. This means we undergo yearly assessments on financial, legal, and technical aspects. Thuiswinkel.org is part of the Ecommerce Europe Trustmark.
  It certifies you’re shopping with a trustworthy retailer that meets European Legal Requirements as well as Ecommerce Europe’s best practices on customer protection. It also guarantees the right to refer to Ecommerce Europe in case of a dispute relating to a cross-border purchase on a website.

• Need extra peace of mind? For additional security, you can pay using Visa, Mastercard, or PayPal. These trusted payment options provide additional purchase protection via Visa Secure, Mastercard Secure and PayPal Buyers Protection, ensuring a refund if your order isn’t delivered as expected. And the best part? There’s no extra charge to you.

We hope this helps to ease your concerns, and we look forward to welcoming you as a customer soon!

I want to place an order with you, but my country isn't available to select. Why is that?

In addition to customers in the Netherlands, only customers from the following countries can order directly from us: Belgium, Czech Republic, France, Germany, Ireland, Italy, and the United Kingdom.  Customers from all other countries, both within and outside the EU single market, will need to use a freight forwarding service provider.

The reason we no longer deliver directly to all EU countries is that, in recent years, each country has implemented its own regulations regarding packaging material recycling. In many cases, this means that as an online shop, we must comply with each country's specific legislation from the very first shipment. This so-called Extended Producer Responsibility involves not only administrative requirements but also significant costs.
For us as a small retailer, it is unmanageable to keep up with the specific regulations in each country to avoid non-compliance and the risk of hefty fines.

On our shipping page, you'll find a few suggestions if you'd like to place an order from a country not listed above.

I can't add an item that I wish to order to my shopping cart.

When you visit our website for the first time, you'll be asked to accept our use of "functional cookies." These cookies are necessary for placing an order. If you declined them, you can adjust your settings to enable ordering by following this link: Cookies Settings.

It may also be that the item is out of stock. In that case, the button with the item's size will be greyed out, and you won’t be able to add it to your cart.

Are the prices in your online shop inclusive of VAT, and can I order items without VAT?

The prices on our website include 21% VAT, but the amount of VAT you will pay when placing an order depends on the VAT rate applicable in your own country. For example, 19% if you're ordering from Germany, or 23% if you're in Ireland.

Since 1 July 2021, we are required to charge and remit VAT to the tax authority in your country, as outlined in the EU Council VAT E-commerce Directives 2017/2455 & 2019/1995.

And although the United Kingdom is no longer part of the EU single market, we are VAT-registered with HMRC and are required to charge 20% VAT, which we remit to them on a quarterly basis as well.

The VAT adjustment will be reflected at checkout. The VAT amount you pay is then transferred by us, via the Dutch Tax Authority, to the tax authority in your country of residence.

For fiscal and administrative reasons, it is not possible to purchase items excluding VAT, such as VAT-free intra-community delivery.

Do you offer products from your own stock or do you also use dropshipping?

All the products available in our webshop are purchased by us and held in stock. We do not use dropshipping, where an order is shipped directly from a manufacturer to the customer. By maintaining our own stock, we can ensure that we can fulfill your order promptly, maintain full control over the delivery process in collaboration with our couriers, and our customer service can assist you quickly and effectively with any questions.

Do I need to pay a contribution towards administration/transport costs, and if so, will I get it back if I withdraw?

You do not pay the full transport costs with us, but we do charge a contribution. This depends on the costs charged to us by the courier service, which vary depending on the destination country. You can find an overview of the transport costs on our shipping page. If you withdraw from an order – in accordance with the withdrawal policy – this contribution will also be refunded to you. Please note: any costs you incur for returning an item will need to be paid by you.

Something went wrong during the checkout process, and although I received an automatic confirmation, I haven’t completed the payment. What happens next?

If you clicked the "Buy Now" button during the final step of checkout, your order was placed. You should have been directed to the secure payment platform of our payment provider, CM Payments BV/DocData Payments BV, which is why you received an automatic confirmation email.

If something went wrong during the payment process, rest assured that your order is still reserved for you. If you decide not to proceed with the order, we will cancel it. However, if you wish to complete your order, our customer service team will contact you within one business day to arrange payment.

Please note that an unpaid order is not legally finalized, and we reserve the right to cancel it if payment is not completed.

What happens if the shipment is lost or damaged in transit after dispatch?

Legally, we are responsible for ensuring that your shipment arrives safely. If your order is not delivered, it can be helpful if you contact the courier service in your region directly. This often helps to resolve the issue more quickly. If they are unable to assist you, we will get in touch with the courier to investigate what went wrong.

In the unfortunate event that the package is badly damaged upon delivery, we strongly advise you not to accept it. The fact is that if items are damaged (or used), you may lose your right to a refund of the invoice amount. The refused delivery will automatically be returned to our warehouse, and we will keep you informed of the proceedings.

I found an item I'd like to order, but my size is out of stock. How can I find out if my size will be available again?

If the item you're interested in is out of stock, we're happy to assist in checking its availability with our suppliers for a possible reorder. To get started, simply email our customer service team with the details of the item, including the color and size you'd like. If the item can be reordered, please keep in mind that the delivery time may be slightly longer than usual.

When an article is not in stock and is on my request reordered for me, do I keep the right to withdraw from the purchase?

Yes, you can withdraw from a purchase also when an article is delivered on demand. If we offer it in our online shop you can order it and if needed return it. Keep in mind that the costs for returning the article(s) will not be refunded.

Can I choose a different courier for my delivery because I’ve had better experiences with them?

In general, this is possible. We have established contracts with PostNL and DHL, but not with other courier services. If you prefer a different courier, any additional shipping costs charged to us will be passed on to you in full.

Can I also pay with Paypal?

Yes, PayPay is listed as one of the payment services in the check-out.

I represent a foundation / company and would like to order quite a few articles at Outdoorbrands. Can I receive a quotation for this?

Only for companies that are located in the Netherlands we offer the possibility to request for a quotation. If you like to receive a quotation for a subsidiary that is located in the Netherlands, then please contact our customer service.

I wish to order a tent or sleeping bag from one of the brands you carry. Can you be of service?

At Outdoorbrands we only offer sustainable outdoor apparel and we carry a small line of high-end quality brands. Unfortunately we are not organised in a way to be able to offer tents, sleeping bags etc that may be offered by one of our brands.

If you have a different question, we are happy to help: customer-service@outdoorbrands.nl