Customer service | Hobbytrend

Customer service
Delivery
Payment
Returns
Return due to defect
Complaints
Postage costs
Other questions
In the Netherlands we send all our packages with GLS or PostNL.

Delivery time
When will my order be delivered?
We ship within 1-3 business days after payment to the delivery address you specified. Unfortunately, we cannot guarantee an exact date or time when a package will be delivered. We depend on PostNL for this.
Orders placed on the weekend or on Friday after 2 p.m. will be prepared and shipped after the weekend.
Our delivery times are target times and cannot be guaranteed. The specified delivery time starts as soon as all data and also the payment have been received by us.
We are not liable for errors during transport with PostNL, but we will do everything we can to get the package delivered to you as soon as possible.
During our trade fairs, you have to take into account a later delivery.

Delivery to a different address
Can I have an order delivered to a different address?
Yes, that’s possible. With your order you can indicate that you want it delivered to a different address. This can also be your work address, for example, if that suits you better.

What happens if I am not at home during the delivery?
If PostNL fails to deliver the package to your home, the package will either be delivered to your neighbors or offered a second time.
If it still cannot be delivered, the package will automatically be stored for a week at the nearest PostNL depot. You will of course receive a notification from PostNL

To take off
Can I pick up my order myself?
No, unfortunately we do not have a showroom or pick-up location. Your package can only be delivered to the address specified by you.

Abroad
Can I also order if I live outside the Netherlands?
Yes, that’s possible. We also deliver parcels in Germany and Belgium. For Germany and Belgium the shipping costs are €6.95
For delivery in other countries, please contact info@hobbytrend.nl and we will gladly inform you about the costs.

Payment
Orders are due in advance. You can pay at HobbyTrend in one of the following ways:
– by prepayment; in this case, we will proceed to process your order once payment has been received by us
– via Paypal
– via iDeal
– via Sofort banking
Note: We do not have a minimum order or handling fee.
For orders above €75,- the shipping costs are within the Netherlands!

Returns

Exchange of goods
Do you want to exchange a product? You can exchange within 14 days under the following conditions:
1. The product must not have been used or damaged; and show no signs of use.
2. The packaging must be undamaged so that we can still sell the product.
3. You pay the costs of sending the new products yourself.
4. Exchange is only possible after consultation and approval by e-mail. (info@hobbytrend.nl)

Returns can be made in consultation by filling in the return form.

HobbyTrend is not liable for lost shipments or damage during transport.
Therefore always ensure good, preferably original packaging. If, after contacting our Customer Service, it appears that you can return the package, then frank it sufficiently.
Unfortunately, HobbyTrend cannot accept COD shipments and these shipments are automatically refused.

When will I get my money back?
After you have registered the return shipment, you can return the shipment to us.
As soon as we have received your return shipment (with a copy of the invoice and the reason for return), we will transfer the amount due to the account number you specified within 14 days. Shipping and return costs are for your own account.

Returns due to defect
If it has been decided that your purchase can be returned to us due to a defect, you can do the following:
1. After consultation, we will send you another copy, or we will refund the purchase price.
2. You can return the defective product to our address.
3. Do not return your items without discussing this with us or without a return form!
In that case, we will not accept the return.

Complaints
My order arrived damaged. What should I do now?
If a product is damaged during transport, please contact our Customer Service (info@hobbytrend.nl) as soon as possible after discovery.
We will then let you know as soon as possible if we can replace the product or if it can be solved in another way.

My order was not complete or delivered incorrectly.
Check your order immediately upon receipt. When processing and packing the order, everything is double checked in our warehouse, i.e. by the employee who prepares the order
and by an employee who packs the order. When packing, the packing slip is checked off and stored in our system as a check.
In the unlikely event that something is wrong with your order, please report this immediately upon receipt, but no later than 8 days.
Unfortunately, we can no longer process complaints that we receive after this period.

Postage costs
Standard shipping costs of € 6.95 (the Netherlands) are charged per order. These appear clearly during the ordering process so that you know what the total amount to be paid will be.
For the other countries there are adjusted shipping costs. These appear during the ordering process.

Other questions
For all other questions about our products, delivery times and/or orders, you can of course reach us by phone or email.
If we are not available by phone, we ask you to email info@hobbytrend.nl.
We are regularly on the road, looking for new products.