Compensation policy
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We arrive on the date we promised, or we compensate you. That applies to every special order we import on your behalf.
Our commitment
A special order is a product we do not stock and import just for you. We never give you a rough estimate for it. Instead, before you confirm, we agree the delivery date with you, taking into account the country of dispatch and the customs route, and that date is then saved with your order.
How compensation works
- We set a date: the delivery date we commit to appears before you confirm, together with the deposit needed to reserve the order.
- A short grace period: shipping or customs can run a little late, so a short grace period begins after the promised date. How long it lasts is shown with your order.
- Compensation is automatic: if we are still late when the grace period ends, the compensation is added to your order. You do not need to ask for it or file a claim.
The figures are clear in advance: the length of the grace period and the amount of compensation depend on the type of order, and you always see them before you confirm. We honour the figures that applied on the day you ordered, even if they have changed since.
Deposit
A special order is reserved with a deposit, and you see the amount before you confirm. If we have to cancel an order because we cannot fulfil it, we return your deposit in full.
When compensation does not apply
- Delays you ask for, for instance a new delivery address or a request to keep the order on hold.
- Delivery attempts that fail because nobody could be reached at the address or phone number on the order.
- Events nobody can control, such as customs holding the product itself or the manufacturer withdrawing it from sale. In these cases we cancel the order and refund you instead of paying compensation.
To start one, visit the special orders page. This policy is included in our Terms of Service.