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Home customerfaq
customerfaq

Shipment

  • If I am not at home, what will happen to my package?
    If you're not at home, the postman will leave a note at your house, so you can pick it up at your local post office.

    Sometimes the postman forgets about this note so if the package is late, you can always check yourself at the post office. You can contact us any time for the track & trace code if necessary.

    Please ask your neighbours as well, because sometimes the postman delivers a package there.

    Normally the package remains with the post office for 1 to 2 weeks before they send it back to us. Please make sure you pick it up on time.
  • Why have I not received my order yet?
    You can see when and if your order is send in your order overview. When the postal services gives us a tracking number you can also find this with your order information.

    The delivery times on our website are just an indication, there could be many reasons for delays most of them pretty harmless: holidays, traffic problems, etc.

    If you have not received the package on time please check your local post-office first before contacting us. Sometimes the postman also leaves your package at your neighbours.
  • Will my package be sent discretely?
    Yes all packages are sent discretely, it will look like any other package. Only your address and a return address are visible on the outside.
  • Can I Track & Trace my package?
    Some of our packages are sent with a traceable service and can therefore be traced online. This service is not available for all packages that we send. The following websites can provide you with more information on the whereabouts of your package:

    Netherlands
    TNT track and trace

    -Registered packages-

    Most registered packages can be traced throughout the whole world, check: Track-trace.com to see if your country is supported. Packages are sent registered when the total amount exceeds a certain value and can be recognized by first letters: RR and ending on NL.

Order

  • How can I cancel my order?
    Until 1 hour after you made the order you can cancel it yourself. Login to our website, and click on "cancel order" in your order overview. If this does not work, please contact us as soon as possible via the contact form. We can cancel it for you then. Please do not forget to mention the order code.
  • Why is the minimum order amount 15 euros?
    The minimum order amount is 15 euros to cover our shipping and handling costs. For every order it takes some work to prepare and pack everything.

About a payment

  • Do you accept credit cards?
    Yes we accept credit cards via PayPal. You can pay with your VISA, MASTERCARD, AMERICAN EXPRESS and other cards. you do not need to have a paypal account.
  • I Do you accept iDeal?
    Yes we accept iDeal payments. This payment option is only for in the Netherlands.
  • Can I pay with Paypal?
    Yes we accept PayPal. Wit paypal you can pay with your own account or with your credit card. Paypal is the best option for payments.  Your paypal account will show a charge by: #EUROBULLYS
  • What are your Dutch bank details?
    This is the information you need: DO NOT FORGET TO MENTION YOUR ORDER NUMBER WITH YOUR PAYMENT.

    Dutch ING bank account

    IBAN: NL81INGB0009188730
    BIC: INGBNL2A

    Owner account:

    EUROBULLYSUPPLY
    Postbus 799
    3900AT Veenendaal
    The Netherlands

    Address Bank:  

    ING, Foreign Operations
    Postbus 1800
    1000BV Amsterdam
    The Netherlands

    Please note that it can take a couple of business days before we receive the payment on our account. A bank transfer within the European Union should be free, but some banks may charge you if the information is not filled in correctly. Make sure you choose the option ‘our costs’ so that you are the one paying the total cost of the transfer. Contact your bank for more information.

Products

  • Is this product allowed in my country?
    As is stated in our terms & conditions: The products must be legal in the country you order from. All products we sell are legal in Holland, however we cannot check the legal status of a product in every single country. It is your responsibility to check the legal status of a product.

    We cannot provide you with any information about how strict the customs of your country are. The laws and rules change quickly and we cannot keep the website up to date regarding this subject. We are very sorry about this.
  • There is something wrong with the product you sent me, can I send it back?
    Yes we have a money-back guarantee. You can send back any product that happened to be of unsatisfactory quality within 14 days. If possible, please send the product in the original packaging.

    We will fully refund the product including the shipment costs. Please contact us as soon as possible when you want to send back products. For more information, please read our Return policy. Custom or hand made products cannot be returned and will not be refunded. If you did order the wrong size of any product, we will not refund the shipping costs. We will ship the correct size and you will have to pay for the shipping costs.

Language

  • In what language can I email Customer Support?
    We can answer your emails in English, German and Dutch.

Website

  • Do you have a local shop?
    Yes, we have a store in Amerongen - Netherlands.
    Directions, opening hours and more information can be found here.

  • I forgot my password
    If you forgot your password we can email you a new password. You can request this new password by clicking at the login page on: Forgot password. We will ask you for your email address and your zip code and will send you an email with your new password.

    If you do not get this email it’s always good to check your spam box. If it's not there please contact our customer support.
  • Your website does not work?
    Our website does not function correctly if your browser does not accept cookies.

    Please enable the cookies in `Internet options` of your browser (Internet Explorer, Firefox etc.). This way you can put products in your cart.

    In Internet Explorer click on Tools -> Options and then select the Privacy options tab. The privacy settings have to be Medium-High or less for the website to function correctly.

    Another source for this problem could be a firewall like ZoneAlarm. Please adjust your privacy settings in this Firewall before using the website.
  • Why is my email not answered?
    If for some reason you do not receive emails from us please check your spambox to see if our email ends up there.

    We try to answer all emails within 24 hours after receiving. Please keep in mind that we are closed in the weekend so any email sent on Friday will be answered on Monday.

My account

  • Can I change my email address?
    Yes. After logging in, go to [My Account] and click on [Edit Profile]. Here you can set a new email address. A confirmation will be sent to your new address to verify it. Click on the link in the verification email to activate the new email address.

    If you want to unsubscribe to our newsletter please click on unsubscribe at the bottom of any newsletter you receive from us.
  • I am not able to login
    Our website does not function correctly if your browser does not accept cookies.

    Please enable the cookies in the internet options of your Internet browser. This would probably fix your login problem.

    In Internet Explorer click on Tools -> Options and then select the Privacy options tab. The privacy settings have to be Medium-High or less for the Azarius website to function correctly.

    If you forgot your password, you can get a new one through our website. You can do this by trying to login. then there is the option "forgot password". Click on that and a new password will be sent to you.

    If the problem persists: sometimes it helps to remove all cookies and restart the browser.