PAYMENT & DELIVERY INFORMATION
The following quick, easy and secure ways to pay are available:
iDEAL: iDEAL is your go-to for free and safe online payments in the Netherlands. We accept iDEAL payments from the following banks: ABN AMRO, ASN Bank, Friesland Bank, ING, Knab, Rabobank, Regio Bank, SNS Bank, Triodos Bank and Van Lanschot Bankiers.
CREDITCARD: We accept the following major players: MasterCard and Visa.
TAXES AND DUTIES
If you live in a non-EU country + Norway and Sweden, please check your local import taxes and duties. These may be added to your shipping costs at delivery.
Once your method of payment has been accepted, we will ship your order as soon as humanly possible. Please note that we depend on the banks for processing payments.
Our Customer Care Team loves to solve a problem so give them a call if you’re left with questions. Customer Care Team: firstname.lastname@example.org
For security reasons the Products purchased via the website will be sent to the address indicated on the credit card, unless indicated otherwise by the customer. Upon delivery, an adult over 18 years should be present to sign the delivery documents. Deliveries cannot be delivered to PO Boxes; these orders will not be processed.
For each order made on the site, 13EAU shall invoice the products via e-mail or by registered mail to the customer. The content of the invoice will be based on information provided by the customer at the time of the order. Once the invoice is issued, no further changes can be made.
The shipping and delivery costs are the responsibility of the customer and are clearly indicated on the online form. The shipping and delivery expenses will be depending on the location and the nature of the requested shipping method. All products are sent via TNT or any other courier company (hereinafter "courier company") and will be sent the day after the workday on which the availability of the product is confirmed and the amount of the order is debited. The order is sent between Monday and Friday, excluding local and national holidays and public holidays.
DELIVERY WITHIN THE NETHERLANDS
Delivery is within 2-3 working days by TNT. Once the order is dispatched from the 13EAU warehouse, you’ll receive an email with a tracking code. If you’re not home, the courier will leave instructions how to pick up your package at the nearest post office.
Below is an overview of our international shipping rates and estimated delivery times. Within the EU we work with Post NL, outside of the EU we work with UPS and DHL.
COUNTRY SHIPPING COST DELIVERY TIME
The Netherlands €4,95 Free delivery >€50 1 working day
Belgium €5,95 Free delivery >€50 1 working day
Germany €5,95 Free delivery >€50 1-2 working days
Luxembourg €8,95 1 working day
Canada €39,95 6+ working days
Denmark €9,95 2 working days
Finland €14,95 2-5 working days
France €9,95 2-3 working days
Greece €19,95 6 working days
Hong Kong €53,95 3-10 working days
Ireland €29,95 3-4 working days
Italy €14,95 2-3 working days
Japan €44,95 3-10 working days
Latvia €12,95 3-4 working days
Lithuania €9,95 3-4 working days
Norway €24,95 2-5 working days
Austria €11,95 2 working days
Poland €6,95 2-3 working days
Portugal €26,95 3-4 working days
Spain €19,95 2-3 working days
Czech Republic €29,95 2-3 working days
United Kingdom €9,95 2-5 working days
United States €44,95 3-10 working days
Sweden €15,95 2-4 working days
Switzerland €49,95 2-3 working days
Don’t see your country listed or have another question? Don’t hesitate to email Customer Care Department: ccteam@13EAU.com
13EAU cannot be held responsible for unpredictable delays, notwithstanding that the product, except in cases of force majeure, to be delivered within a maximum period of thirty (30) days after the customer has placed his/her order to 13EAU, unless the waiting time is indicated otherwise on the order.
For the delivery of the products, the customer or his/her authorized person needs to be at the address indicated in the order.
Even though we work our hardest to deliver your order complete and on time, this is still an 80% human operation. If the courier offers the delivery to the customer, the customer must verify: that the number of boxes is equal to the number specified in the shipping documents; that the packaging is not damaged, wet or has any other damage. All damage to the packaging or to the products or any deviation between the actual number of boxes delivered and the number of boxes indicated on the transportation document, must be reported immediately by written note on the delivery documents from the courier company. Once the customer has signed the transport document of the courier company, he/she may not object the external characteristics of the delivered goods. In the event that 13EAU, because of any sudden or temporary non-availability of the products, is not able to deliver the goods, 13EAU shall notify the customer of this without undue delay and in any event within thirty (30) days by e-mail.
So, you’ve received your order, but something’s not quite right or as expected. It happens. We accept returns of all items purchased from WWW.13EAU.COM within 14 days of the delivery date. All you need to do is fill in the returns form and send your package back to us.
Need to send an item back? Returns can take up to 2 weeks to process, but if you have not heard from our Customer Care team in the meantime, please don’t hesitate to email us.
WHEN CAN I RETURN?
“You wear it, you buy it” is our motto. Of course you have 14 days past the delivery date to try on clothes, but we don’t accept items that have been worn or used, items that have become damaged because of improper use, or items returned after the 14-day cooling-off period. See how to return an item that was damaged at delivery, below. Please make sure to return any items the way you received them, including all tags and boxes.
We want this to go smoothly, so please fill in the returns form and include it in your return. To ensure your item(s) gets to us safely and on time, please use one of our recommended postal services (Post NL for the Netherlands, UPS or DHL for international) and hold onto your tracking number. The returns address is printed on the returns label. Please note that we are not responsible for any missing, late, or damaged returns.
Depending on your bank, it can take up to 30 working days to process and get your refund to you. Please note, we’ll not reimburse the delivery costs (if applicable).
CHANGE/CANCEL MY ORDER
Because of our semi-automated system, once you’ve placed and paid for an order on www.13eau.com there’s no going back. You will need to receive and return your order as described above.
Received damaged goods? Oh no! We hate it when that happens, but here’s how we work with you to examine and try to resolve the issue.
Send an email email@example.com listing the following:
- A copy of your receipt or order number;
- A clear picture of the damage;
- A short description of the damage (and how it occurred if applicable).
Dealing with damages
We assess the damage. If we agree to repair the damage of your 13EAU item(s), you’ll receive a special returns form for repairs. Send your item(s) and the form back to us, and we’ll try our hardest to have you rocking your items again within 2 weeks.
We believe in repairing items instead of exchanging, where possible. If your item is beyond repair, we’ll get in touch.
Can’t find the answer to your question, or been waiting for more than 14 days for your returns? Get in touch with our friendly Customer Care Team at firstname.lastname@example.org
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