FAQ

During checkout, you can choose your delivery options. The options are ’Pick up in store’ or ’DPD’.

If you choose ’Pick up in store’, we will send you a text message or an email, when your order is ready for pick-up.

If you choose at home delivery, you will receive an email with a Track&Trace code, as soon as we hand your order over to the delivery services (PostNL or DPD). With this code you can track the estimated delivery time of your order.

For orders of €40,00 or more within The Netherlands, shipping is free. For orders below €40,00 within The Netherlands, there’s a €6,95 shipping fee.

The shipping fees for other EU-countries:

If you have any specific questions about shipping and delivery, please contact our customer service. Mail us at info@soellaart.nl or give us a call during office hours at 023-7600680.

Of course, you are always more than welcome to pick up your order at our store in the centre of Harlem (Kleine Houtstraat 49-53).

In case your order does not fit within the conditions of transport by our delivery services (for example: if the package is too big or too heavy), we will get in touch with you to find a suitable solution.

The delivery times depend on the time of your order placement. We ship your order the next business day. As soon as your order leaves our warehouse and is handed over to our delivery services, you will receive an email with the packing slip and a Track&Trace code.

Please note that the delivery time may be longer during busy periods due to increased demand for delivery services.

For all delivery times mentioned above, all items should be in stock. If the items you ordered are not in stock, we will get in touch with you to find a suitable solution. In these cases, we always strive to offer an alternative item. If this does not work out, the order can be canceled. The purchase amount will be refunded to the payment method used when ordering.

When ordering from the webshop, you have 14 days to return any items, without giving any reasons, following our general conditions.

The period of 14 days starts on the day on which the package is delivered to the address you chose, or to an address authorized by you (such as at the neighbors or at a collection point). A return form is included with every order. If this form is unexpectedly missing, you can download it here.

Our return address is:

Soellaart Outdoor & Wintersport

Claes Tillyweg 8

2031 CW Haarlem

The shipping fees for returns are at the customer’s expense.

Return shipments are also at the risk of the customer. This means that Soellaart Outdoor & Wintersport is not in any way responsible for any damage or loss of the items. We advise you to ask for a proof of shipping and to keep it until the items have arrived safely at our return address.

We only accept items that are unused, undamaged and in their original state. If you want to use your right of cancellation (cooling-off period of 14 days), the shipping will be at your expense. This is also the case if you want to exchange any items.

You can choose any delivery service you want. Of course, you can always come by our store in Harlem for any returns or exchanges. If any of the items are not in a unused, undamaged or in their original state, you will be charged with depreciation.

Returning one or more items is always at the customer’s expense. In case you have been sent the wrong item or any other faulty delivery where we are to blame for, then we will cover the shipping fees of the return. We kindly ask you to contact our customer service (info@soellaart.nl or 023-7600680). We will make sure you receive a return label.

The purchase amount will be refunded as quickly as possible, within 30 days. The purchase amount will be transferred to the payment method used at the moment of placing the order.

If you ordered using a VVV-gift card, then the purchase amount will be refunded on your VVV-gift card, so please make sure to not throw away your VVV-gift card after ordering. Soellaart Outdoor & Wintersport is not in any way responsible for the consequences with losing your VVV-gift card.

Of course, trying on clothes, shoes, ski boots and skates is allowed, but this must be done indoors. Labels and tags can only be removed in case it restricts you from trying the item on.

For this specific promo, the value of the cheapest product is calculated as discount for the 3 items. This means that if 1 or 2 items within this promo get returned, you only get refunded the discounted price and not the entire purchase amount of all 3 items.

For obvious hygienic reasons, it is not possible to return face masks.

Skis with custom adjusted bindings and skis after adjustment and/or service treatment (like waxing or grinding) are not possible to return. This also is the case for custom made ski boots.

Tents can solely be returned if they haven’t been unpacked and are in their original state.

Please always make sure that all items are complete and undamaged after receiving your order. If not, we kindly ask you to get in touch with us at info@soellaart.nl or give us a call at 023-7600680. 

At Soellaart we strive to deliver all ordered items complete and undamaged. However, it is still possible that an item turns out to be defective or incomplete. Please always make sure that all items are complete and undamaged after receiving your order.

If an item appears to be defective, may we ask you to contact our customer service by using our contact form or by phone at 023-7600680.

If you have received a damaged item, please send us photos. We will get in touch with you as quickly as possible to find a suitable solution.

We process all orders very meticulously. However, it is always possible that we ship a wrong item. In this case, may we ask you to contact our customer service by using our contact form or by phone at 023-7600680.

If you have a complaint or a remark about an item that you bought on our webshop, please contact our customer service as quickly as possible. Send us an email at info@soellaart.nl or cal us at 023-7600680.

To add products to your cart, you can search for your item using the categories in our main menu. Use the filter menu on the left to refine your selection. After choosing the right color and/or size, click ’Add to cart’. There is a full overview of your order on the cart-page.

Click '’Go to checkout” to fill in your details and to place your order (if you have a discount code, this is the place to enter it).

If you already are a Soellaart-customer, log in to place your order. Not registered yet? Click ’Register and order’, fill in your details and confirm your registration. After completing, you’ll receive a confirmation mail.

It is also possible to order without a Soellaart-account. Just click on ’Express checkout’, fill in your details and confirm your order.

In your order overview, you can confirm your order and check your shopping bag and your details. You can still change your billing and/or shipping address. Click ’Choose your payment method’ to confirm your order.

After placing your order, you will automatically receive a confirmation mail, sent to the email you used with your order. In case you haven’t received a mail, please reach out to our customer service at info@soellaart.nl or give us a call during office hours at 023-5323735.

It’s always possible to change your mind. We understand. If you want to change or cancel your order, we would like to know as quickly as possible.

Please contact us at info@soellaart.nl or give us a call during office hours at 023-5323735.

If you decide to cancel your order, the purchase amount will be refunded within 5 business days to the payment method used with the order.

After ordering, you will automatically receive a confirmation mail, sent to the email you used with your order. As soon as we receive the payment for your order, we will start processing your order. Once your order has been shipped, you will receive a mail with a Track&Trace code to track your order.

We try our best to ship your order the next business day.

While checking out, you’ll automatically end up at the payment page. This is where you can choose which payment method you want to use. On our webshop, you can choose between these payment methods:

• iDEAL
• Klarna (pay later)
• Mastercard
• Visa
• Maestro
• In3 (Pay in 3 installments, first installment is at ordering)
• VVV gift card (Please note: in case of returns, the purchase amount will be refunded to your VVV gift card. Please make sure to keep your card with you after ordering. There is a €50 spending limit for our online webshop, because of fraude regulations. Anything above that can be payed with any other payment method.)
• Soellaart Cadeaukaart (scratch code)
• PayPal
• Giropay
• Bancontact

If you find yourself not being able to pay with any of the payment methods mentioned above, please get in touch with our customer service. In this case, we will create an order manually and send you a pay link.

We will start processing your order once we have received your payment.

If you have received a discount code in one of our newsletters for a special promo, or a discount code by having loyalty points, then you can enter them on the cart-page. The discount will be calculated automatically.

At Soellaart, we don’t give discount codes for subscribing to the newsletter. Although, you will be first to receive news about sales, events, special offers and who knows… a discount code!

You can return your sleeping mattress, so we can evaluate whether your sleeping mattress is covered by warranty. Generally, we can state that leakage is not covered by warranty, unless it is a manufacturing defect. If the leakage is self-inflicted, we charge €35,00 for repairs.

If you want to return your mattress, here’s what you can do:

Come by our store with the mattress and a proof of purchase (receipt)
Ship the item to our return address. Please make sure to include your details (name, address, phone number, email) with a copy of the receipt and a description of what the issue is. Our return address is:
 

Soellaart Outdoor & Wintersport

t.a.v. afdeling Service

Claes Tillyweg 8

2031 CW Haarlem 

A warranty covered repair, is free of charge, following the conditions of warranty of the manufacturer. If your issue is not covered by warranty, we will contact you to find a suitable solution.

A repaired or exchanged product can be picked up in the store. If requested so, we can ship the product to you. If the issue is covered by warranty, this is free of charge. If not, you will be charged for the repairs and shipping fees.

It is not always clear what the repair costs will be. If the repair costs are not known upon us receiving the item, we can give you an estimate of the costs. If that estimate changes over the time needed to repair or exchange the item, we will keep you updated as quickly as possible.

At Soellaart, we stand for great service and quality. If there is anything wrong with your product, please reach out to us. We will try our hardest to find a realistic and suitable solution, together with you.

For all items bought at Soellaart, whether online or from our store, the legal warranty applies. This means that the items should be in good condition and should be functioning properly in normal use.

All our products have a warranty that range from 1 year to ’a lifetime’, with ’lifetime’ meaning a normal lifespan of the product. This period depends on the intensity of use and the years the materials should last.

Damages resulting from normal wear and tear, improper use or repairs executed by third parties, will not be covered by warranty.

If an item shows defects that might be covered by warranty, or if you want us to repair an item, there are a few options:

Come by our store, with the item and proof of purchase (receipt). In a lot of cases we can evaluate what the issue is and provide a solution then and there.
If you’re in no possibility to come by our store, you can ship the item to us. Please include your details (name, address, phone number, email address) with a copy of the receipt and a description of the issue. Our return address is:
 

Soellaart Logistiek & E-commerce

t.a.v. afdeling Service

Claes Tillyweg 8

2031 CW Haarlem

You can choose any delivery service you want, though the shipping costs are at your expense. As soon as we have received your item, you will be sent a deposit slip via mail. Once we have received the item, we will keep you updated through SMS or mail.

Repairs covered by warranty are free of charge. If requested so, we can ship the product to you. If the issue is covered by warranty, this is free of charge. If not, you will be charged for the repairs and shipping fees.

It is not always clear what the repair costs will be. If the repair costs are not known upon us receiving the item, we can give you an estimate of the costs. If that estimate changes over the time needed to repair or exchange the item, we will keep you updated as quickly as possible.