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Service

Current delivery times

Current delivery times

Currently we and our carriers work at full capacity and orders may be delayed, sometimes several days. We are committed to avoiding order delays, but we hope for some understanding and patience in these times. Please keep a close look on your Track & Trace for the current status of your order. If your order has left our warehouse, we can no longer influence the delivery.

Account

Login

Can't log in? Please check if you entered the e-mail address correctly. If you receive the message 'Email address Unknown', this often means that an account has not yet been created.

Log out

For your own privacy and security, please log out after you have visited our website, so that someone else cannot access your personal information. You can log out at the top of every page.

Change of address

You can change an address yourself by logging into the account and making the changes there.

Link order to account

It is possible to link your account to an order afterwards. Send an email with the order number to [email protected].

Order and pay

Place an order

Go to the item of your choice and click on the "Add to cart" button. Once you have placed all the items of your choice in your shopping cart, go to the shopping cart at the top right of the page. When you are done shopping, go to "Checkout" at the top right of the page. Then click on the "Checkout" button, fill in your details and complete the ordering process.

Cancel or change order

Unfortunately you cannot cancel an order or an item from an order. It is also not possible to change the order. You can return the order via the normal return procedure.

Order skis with bindings

When you order skis with bindings, you can use our adjustment service. Our specialists adjust your bindings for free and professionally. In the ordering process you can enter the necessary information. This will then be added to your order. If you choose to provide the adjustment details later, please do so within 48 hours of placing the order. If we have not received any data after 48 hours, we will assume that we do not need to adjust the bindings and initiate the shipping process.

No confirmation email received

It can sometimes take a while before you receive our confirmation email. If you still haven't received an email after half an hour, please check the junk mail / SPAM folder of your email program. If you cannot find the order confirmation there either, send an email to [email protected]. We will then email you the order confirmation again.

Stocks online and in the store

Generally we have everything in stock. If we do not have items in stock, they will usually be available again within a few days. Should there nevertheless be a product "NOT IN STOCK", please contact the service department of the webshop: [email protected]. They can tell you when the product will be in stock again or order the product for you.

Order outside the assortment

It is possible to order an item outside our assortment, provided we also have the brand in the range. For such orders we ask you to pay a deposit of 20% of the purchase amount.

When will this item be in stock again?

The stocks on the website are being updated several times a day. Should there nevertheless be a product "NOT IN STOCK" that you would like to order, please contact the service department of the webshop: [email protected]. They can tell you when the product will be in stock again.

Items available from stock

OutdoorXL has a physical store, which is why we can deliver directly from our own stock. When a product is in stock, it will be sent on the day of order. The order must be received within 3 working days, but will generally arrive on the next working day.

How can I pay?

Creditcard
You can safely enter the credit card details via our secure SSL connection and we will ensure correct handling together with the credit card organisation.

Other payment methods
You can also pay via PayPal.

OutdoorXL gift card
The OutdoorXL gift card can be used for all online purchases.

Payment failed

The payment may be canceled. Orders that arrive with us with an aborted payment are automatically canceled. To be sure, check your bank statement whether the amount has been debited from the account.

If you have chosen the payment method "Bank transfer" or "Sofort", you will receive an email from our payment partner Buckaroo with payment details.

If the payment has not gone through properly, it is best to place a new order.

Shipping and delivery

What are the shipping costs?

Orders over € 50 will be shipped free of charge within the Netherlands, Belgium, Luxembourg and Germany, with the exception of products with a different size and products over 30 kg (large / heavy items). You can calculate the shipping costs for large / heavy items and the shipping costs for countries outside the EU in the shopping cart. Additional shipping costs may be charged for products with a different size and/or products weighing more than 30 kg. In that case we will contact you first.  

Shipping costs per country (large / heavy items have different shipping costs):

CountryShipping costsDelivery times
Belgium€ 6,951 day
Bulgaria€ 21,-4 days
Canadaview shopping cart3-5 days
Croatia€ 21,-4-5 days
Czech Republic€ 10,952-3 days
Denmark€ 8,952 days
Estonia€ 10,953 - 4 days
Finland€ 15,952-5 days
France€ 10,952-3 days
Germany€ 6,951-2 days
Greece€ 41,-6 days
Hongary€ 33,502-3 days
Ireland€ 9,953-4 days
Italy€ 12,502-3 days
Latvia€ 10,953-4 days
Lithuania€ 8,953-4 days
Netherlands€ 5,-1 day
Norwayview shopping cart2-5 days
Austria€ 8,952 days
Poland€ 10,952-3 days
Portugal€ 15,953-4 days
Romania€ 18,502-3 days
Slovakia€ 10,952-3 days
Spain€ 12,952-3 days
Sweden€ 10,952-4 days
Switzerlandview shopping cart2-3 days
United Kingdomview shopping cart2-3 days
United Statesview shopping cart2-3 days

Carriers

We work together with UPS, DPD and GLS. Depending on the chosen shipping method and the ordered product, we will send your package with one of these carriers.

Shipping method

If you choose home delivery / regular shipping, we will choose the most suitable carrier, depending on the package. If you choose UPS Standard, the package is guaranteed to be shipped with UPS. Parcels over 30 kg and orders from outside the EU are always shipped with UPS. Do you live outside the Netherlands and do you want to receive your order as soon as possible? Then choose shipping with UPS Express.

Delivery of the order to a DPD Parcel Shop is also possible if you live within the EU. Parcels longer than 100 cm and heavier than 20 kg cannot be delivered to a DPD Parcel Shop. This shipping option is therefore not offered with these types of products.

Pick up order in store

When placing the order, you can also choose the shipping method "Pick up in store". When the product is ready for you in our store in Barendrecht, you will receive an email from us. If you do not collect the order within 14 days, we will cancel the order.

Track and trace

When your order has been processed by us, you will receive the invoice by email and then a separate email with Track & Trace. Did you not receive Track & Trace? Then check your unwanted mail or spam box.

Have you received a Track & Trace but are you still unable to see information about your order? Then your package has not yet arrived at the depot. Check it again a few hours later or the next day, chances are that the order is already on its way to you.

Note: have you not been able to follow the track & trace number for more than 24 hours? Send an email to [email protected].

What is the delivery time?

Orders placed before 3:00 pm are almost always shipped the same day. If you order skis including bindings that need to be mounted and adjusted, it is possible that in case of busyness the shipment will take 1-2 working days longer.

In many cases the order will be delivered the next day in the Netherlands. If the product is not in stock, we will contact you.

Returns and exchanges

Return items (EU)

Orders can be partially or fully returned within 30 days of receipt. The costs for returning your order are for your own account. Items that are returned must meet the conditions as described above.

You can use the options below:

Standard packages (no heavier than 20kg and no longer than 100cm):

You can arrange your own return label / barcode here:  https://outdoorxl.returnista.nl Attention! Standard packaging only (max. 20 kg and max. 80x50x35 cm)

Packages heavier than 20 kg and/or bigger than 80 x 50 x 35 cm

For these return shipments, a different return procedure applies and different return rates apply. You must register your return via [email protected]. Unfortunately, returns that have not been notified in advance cannot be processed.

After receipt of the return shipment you will receive a confirmation by e-mail. Refund of the amount to be received will be made as soon as possible. This takes up to 10 working days after processing the return shipment.

Return items (outside the EU)

Orders that have been delivered outside the EU can be returned, in whole or in part, within 30 days of receipt. Return costs are for your own account.

Return address
OutdoorXL
attn webshop
Aalborg 1
2993 LP Barendrecht
The Netherlands

Always indicate to the carrier that it concerns a private / return shipment. State on the shipping invoice: "Return shipment e-commerce order" along with the original UPS tracking number on which you received the package. Packages for which we have to pay import costs will be refused or charged.

After receipt of the return shipment you will receive a confirmation by e-mail. We will refund the amount to be received as soon as possible. This takes up to 10 working days after processing the return shipment.

What are the conditions for returns?

You can return purchases within 30 days. The reflection period starts from the moment you have received the order. Custom items, such as skis where the bindings are drilled according to your wishes, are personalised products and cannot be returned. Climbing equipment cannot be returned for safety reasons.

The return shipment must be provided with a fully completed return form and be packed in a solid box to protect the products. The article must of course be returned unused, complete and in its original packaging. Fitting clothes and shoes is no problem, as long as it is done at home and the products remain undamaged.

In case of the absence of the original packaging, accessories or if damage or user traces are found, we will deduct a percentage of the purchase amount from the amount to be refunded as compensation.

Is the product incomplete or defective?

Unfortunately that can happen, but we are happy to solve it for you. Send an email to [email protected].

When will the amount be refunded?

We always refund the purchase amount and any shipping costs as soon as possible, but always within 14 days at the latest.

Return in store

You can return the order in our store within 30 days of purchase. For quick processing, it is best to bring the invoice you received with your order. You will receive the purchase amount and any shipping costs directly back in our store.

Custom items, such as skis where the bindings are drilled according to your wishes, are personalised products and cannot be returned. Climbing equipment cannot be returned for safety reasons.

Exchange items

We hope you are satisfied with your purchase. It is of course possible that you have ordered an item in the wrong size or that the item does not meet your expectations. Unwashed, unworn and undamaged items can be returned within 30 days after ordering. We recommend that you check your items carefully upon receipt, before removing the labels and tags.

If you want to exchange the item, you can do so in our store in Barendrecht or by returning the item and ordering the new desired item in our webshop.

Return costs within the EU

For the return rate for a package heavier than 20 kg and larger than 80x50x35 cm, please contact our customer service via [email protected]. The rates depend on the weight, size and country from which the package is returned.

The costs for a return label for packages up to 20 kg and / or a maximum size of 80x50x35cm, the following return rates apply:

CarriersCountryDropoffPickup
UPSNetherlands€ 5,30 
DPDNetherlands€ 5,30 
DHLNetherlands€ 5,30€ 6,00
UPSAustria€ 9,10 
UPS & DPDBelgium€ 7,70 
UPSBulgaria€ 11,80 
UPSCroatia€ 11,80 
UPSCzech Republic€ 11,80 
UPSDenmark€ 10,60 
UPSEstonia€ 11,80 
UPSFinland€ 10,60 
UPS & DPDFrance€ 9,10 
UPS & DPDGermany€ 7,90 
UPS & DPDGreat Britain€ 10,70 
UPSGreece€ 11,80 
UPSHungary€ 11,80 
UPSIreland€ 10,70 
UPSItaly€ 10,60 
UPSLatvia€ 11,80 
UPSLithuania€ 11,80 
UPSLuxembourg€ 9,10 
UPSMonaco€ 10,70 
UPSPoland€ 11,80 
UPSPortugal€ 11,80 
UPSRomania€ 11,80 
UPSSlovakia€ 11,80 
UPSSlovenia€ 11,80 
UPSSpain€ 10,60 
UPSSweden€ 10,60 

Orders not collected or refused

If you do not pick up the package at the parcelshop or refuse delivery, the package will be automatically returned to us.  We will then treat the package as a normal return and refund the amount paid minus return costs and import duties (outside EU) to you. Please notify us when you refused delivery of the parcel. If the package has been returned incorrectly or you have not received Track & Trace, please send an email to [email protected]

Warranty and repairs

Warranty

Has your product broken within the warranty period due to a product or manufacturing defect? Then we request that you have the product assessed in our store by an employee. If you are not able to come to the store, you can email the purchase receipt, a description of the problem and photos of the defective product to [email protected].

We then assess whether a warranty procedure can be started. If the product has broken through misuse, wear and tear, external influences or repairs carried out on our own initiative, we will not be able to process a warranty request. Tent poles and zippers are unfortunately not covered by warranty. Of course we can help you with these kinds of problems and try to find a suitable solution. This is covered by service and not under warranty.

We can only accept products that have been cleaned beforehand and properly packaged. Clothing and shoes must be washed / cleaned and tents must be returned clean and dry. When you hand in a tent, it speeds up the warranty processing if you mark the spot where the problem is. This can be done, for example, by tying a string around the fabric where the problem is or by submitting clear photos.

After assessment by an employee, we will either collect the product or organise a return and file a warranty claim with the supplier. It can take a few weeks to process a warranty claim and sometimes a little longer during busy periods. If the complaint is covered by the warranty conditions, we will repair or replace the product free of charge.

If it turns out that a defect is not covered by the warranty, the shipping costs and the repair or replacement costs are for your own account.

Repairs

We do not have a workshop where we can carry out repairs ourselves. We can of course advise you on the best steps to take. So feel free to ask us for advice.