Shipping & returns

Shipping

EU Gardencenter uses the services of DPD, the costs are calculated on the basis of the shipping costs and weight. We ship with DPD Predict, so you can track your shipment with the track & trace code that we send. Your order will be sent in neutral boxes. There are products that have to be shipped on a pallet, the associated costs have also been calculated.

Packages

We are bound by rules regarding packages. Our packages may weigh up to 31 kg and have a size of 300 cm. As a result, your order will be packed in several packages if it does not fall within 31 kg or the size of 300 cm, these costs will be passed on. If we receive your order in one package, we will return the extra shipping costs.

Pallet Shipment

Some products are too big or too heavy to ship in a package. Because of this, we are sometimes bound to ship with a pallet. Pallets have different types of sizes, these pallets also have different prices. To prevent you from paying too much, we calculate the pallet price at the time of dispatch. This gives you the best price for the transport at all times.

Returns

You have the right to return your order up to 14 days after receipt without giving any reason. To exercise this right, please contact us at [email protected]. The costs for returning from you to us are for your own account. If you make use of your right of withdrawal, the product will be returned with all accessories and - if reasonably possible - in the original condition and packaging. We will then refund the purchase amount within 14 days of receipt of your return.

Damage to your package?

Did your package arrive damaged? We solve this of course, you have 3 days after receipt to report this damage so we can recover the damage from the parcel service. We need some information and pictures to solve this for you as soon as possible. What do we need from you? 

To file a claim, we need the following photos:

• A photo of the total package showing the barcode. Possibly a second close-up photo if the package is so large that the barcode is unreadable and possibly a close-up of the damage to the outer packaging.
• A photo of the inside of the package with the product still inside.
• A photo of the damage to the product.

Island Surcharge

Do you live on an island? Unfortunately, we are bound to charge an island surcharge for delivery to an island. This cannot be set automatically in our system and will be calculated when processing your order. You will receive an email about this with a payment link for the remaining charges.