FAQ

With the product of your choice, first specify the right colour (if applicable) and the right size. After that, indicate the quantity and click on the add to my cart button. Then click on "add to cart" to proceed to payment. This will take you to the payment page, where you can indicate whether you want to checkout as a guest or as a registered visitor with an account (you don't have to fill in everything again.) You will then go through the checkout process step by step. Finally, you check the details and confirm the payment.

If you want to order something that is not (or no longer) in stock on our website, we advise you to contact customer service. We have good contacts with our distributors and in principle we can deliver almost everything of the top brands present on our site. If the product is not directly in stock you can in many cases order it, only the delivery time will in most cases be 2-3 working days and up to 2 weeks if it has to come from the factory.If you want information please send an e-mail to customer service > service@topoutdoorshop.nl

We charge € 4.90 shipping costs within the Netherlands, Germany and Austria under € 150. For shipping costs in other countries, please see the check-out at checkout or ask us by whats-app.

Sometimes there is a promotion that you pay no shipping costs above a certain amount.

In principle, this is not possible, as chances are that the order has already been delivered or prepared for shipment. Should it be necessary, it is best to send your request to customer service as soon as possible, via service@topoutdoorshop.nl. They will then assess whether it is still possible to change the order.

If you feel that you have accidentally placed a double order, it is best to send the request to customer service as soon as possible, via service@topoutdoorshop.nl. They will then check if this is the case and possibly cancel a second order.

The ordering process (for exaple PayPal) of the order has then probably not been completed successfully. You did receive the regular order confirmation. Often, the order was not completed correctly due to a malfunction at the bank. In that case, the malfunction is usually resolved quickly. Your bank's website often provides information about malfunctions. A bank malfunction is usually resolved fairly quickly.

Of course, you can always try again later. If something still goes wrong, please send an email to customer service, via service@topoutdoorshop.nl.
We can send you a payment link so that you can try again and don't have to enter everything again!

Once your payment has been completed, a confirmation screen will appear in the shop. You will then receive an e-mail confirming the invoice, which has already been paid unless you have chosen the payment method 'bank transfer'.

If you have not received this e-mail with invoice and want to be sure that your order has been received, please send an e-mail to customer service > service@topoutdoorshop.nl with your request for additional confirmation.

Unfortunately, you can only order the products through this shop. Due to our stock systems and automatic order processing, we are unfortunately unable to take orders outside the shop system.

If you wish to change or cancel your order, we advise you to contact customer service. The best way to do this is via the contact form.

The delivery time is listed on the product page. 99% of the products we deliver from stock. If the product is not directly in stock you can order it in many cases, only the delivery time will be 2-3 working days in most cases and up to 1-2 weeks if it has to come from the factory.

In the e-mail message you receive (at the time the parcel is dispatched), you can indicate whether the shipment should be offered on another day before midnight on the same day.

If you do not want to use the free Flexible Delivery Service, the shipment will be offered to you on the next working day as usual. So you can indicate all this before the first delivery attempt.

In the e-mail message you receive (when the parcel is dispatched), you can indicate before midnight on the same day whether the parcel should be prepared by the carrier GLS at the nearest Parcel Shop or at a GLS depot. Via the track & trace you can see when your parcel has arrived. Via this link, after entering your postcode, you can find the nearest parcel shop, there are now more than 550! So you can pick up the parcel yourself when it suits you best, or have it picked up by a person authorised by you.

Note: A parcel will only be handed over upon presentation of an e-mail confirmation (or Not At Home Notice) and a valid ID. The parcel must be collected from the Parcel Shop within five working days. If the parcel is not picked up, the GLS driver will take it back and the parcel will be returned to sender. If you do not wish to make use of the free Flexible Delivery Service, the parcel will be offered the next working day as usual. So you can indicate all this before the first delivery attempt.

Your order will be dispatched as soon as possible and you will receive it within 1-2 working days. If ordered before 2 p.m. you will normally receive it the next day.

We can deliver so quickly because we sell more than 99% of our products from stock. For some products the delivery time is slightly longer, but we indicate this in the product information.

Should delivery be later for any reason, we will inform you.

We charge € 4.90 shipping costs to the customer within the Netherlands. In Belgium and Germany, shipping costs are € 5.90. For other countries, please see the check-out.

Yes, you can do so when filling in the payment details in the shopping cart and you can even specify a delivery address abroad. If you do want delivery to another country outside the EU, please contact service@topoutdoorshop.nl before placing your order to coordinate the shipment.

In principle, this is not possible, as chances are that your order has already been delivered or prepared for shipment.

Should it still be necessary, it is best to send your request to customer service as soon as possible, via service@topoutdoorshop.nl. They will then assess whether it is still possible to change your delivery address.

If the parcel delivery service is unable to deliver the parcel because no one is present at the time, the delivery service will always leave a card and you will also receive an e-mail message. This allows you to quickly and easily indicate whether the parcel should be presented again on another day or whether they should have it ready at a parcel shop so it can be picked up there. Even if the shipment could be delivered to a neighbour, GLS will send an e-mail message with the specific delivery information. Fast, reliable and easy!

Via this link you can find the nearest ParcelShop after entering your postcode, there are now hundreds! This way you can pick up the parcel yourself when it suits you best, or have it picked up by a person authorised by you.

Please note: A parcel will only be delivered on presentation of an e-mail confirmation (or Not At Home Notice) and a valid ID. The parcel must be collected from the Parcel Shop within five working days. If the parcel is not collected, the driver will take it back and the parcel will be returned to sender.

As standard, parcels are offered on the following days/times:

Tuesday to Saturday between 08.30 - 18.00.

With the track & trace system you can also see where your parcel is located.

You will receive an e-mail message with track & trace from us when TopSnowShop has offered the goods to the carrier GLS for shipment. This way, you can track the shipment online and also take into account the arrival of the GLS driver.

In this e-mail message you receive the same day before midnight, you can indicate whether the shipment should be offered on another day. If you do not wish to make use of the free Flexible Delivery Service, the shipment will be offered the next working day as usual.

So you can indicate all this before the first delivery attempt.

Of course, it may happen that you want to exchange an article for another size or article, so that you can still make the right choice. It is very important to us that you are and remain a satisfied customer. That is why TopOutdoorShop pays the return shipping in case of an exchange!

When you send us an email to post@topoutdoorshop.nl, we will send you an email with a hyperlink that allows you to download and print the labels as a pdf, or to request a special ShopReturn code that you can write by hand on the package.

If you choose to return the order only, you will be responsible for the return shipping costs.

For stock management and administration reasons, the easiest way to exchange is to reorder the desired product. This also ensures that the product is still available and will be sent to you as soon as possible. That way, there is no need for any settlement! As soon as the returned product is returned, we will refund it as soon as possible.

return steps

1. Place product(s) in original condition, complete & undamaged, in sturdy (original) packaging.

2. Print out the free return label for exchange, available from TopOutdoorShop at service@topoutdoorshop.nl.

3. Stick the return label on the packing box and deliver the parcel to a GLS Parcel Shop.

4. Exchanges are possible within 14 days of receipt.

Especially for exchanges, we have a free return label to print, which you can request from TopOutdoorShop at service@topoutdoorshop.nl.

Print this return label at home and bring it along with the parcel to a GLS Parcel Shop. As indicated, TopOutdoorShop will pay for this return shipment for you!

You can return the order to us within 14 days of receipt. Costs for exchanges are free, for returns only you have to take care of this yourself.

If you still do not want to exchange the order for another product free of charge, please follow the steps below:

1. Place product(s) in original condition, complete & undamaged, in sturdy (original) packaging.

2. Take the parcel to a post office, GLS Parcel Shop or other parcel shop. At a GLS Parcel Shop, sending a parcel usually costs € 6.25

3. Returning products is possible within 14 days of receipt.

If you want to exchange the product, or if TopOutdoorShop delivered an incorrect or damaged product, the return costs are free of charge. If you only want to return the product, you have to pay the return costs yourself.

Returning items ordered via TopOutdoorShop is possible within 14 days of receiving the order. During this period, you can return the order in its original packaging if possible

Returning items will be accepted provided:

> in original condition
> undamaged and complete with matching outer box
> in sturdy packaging (preferably in the original packaging, neatly packed)

Returns are usually processed the same day upon arrival. If you want your money refunded, this will happen within a few working days (maximum 5).

Should it take longer, something has gone wrong, please contact customer service, at service@topoutdoorshop.nl.

Unfortunately, it may happen that you receive an incorrect or damaged shipment from us. In this case, it is best to contact our customer service team via our customer care centre. You will then receive a free return label from us, which can be used to return the shipment free of charge. Please indicate on the packing slip what exactly went wrong.

If you have not received enough, please send an e-mail to customer service > service@topoutdoorshop.nl stating your order number and requesting the missing items. We will sort it out as soon as possible.

The size of helmets is related to your head circumference and is very easy to determine. Measure the head circumference horizontally with a tape measure, about 2 cm above the eyebrows (which is about the width of a finger) just above the ears. At the point of overlap, read the size and note the helmet size in cm.

Once you have determined the helmet size, use the filter within the shop to select the ski helmet with the size closest to it.

Tip: If the bike helmet is a gift or you can't measure your head, measure the inside of another bike helmet or baseball cap !

Online shopping is an easy, fast and safe way to search for and purchase a product. The webshop hallmark guarantees that you can shop safely and securely at TopOutdoorShop.

You can see that TopOutdoorShop is safe on pages where you leave sensitive information, for example when you checkout and log in. This shows https://www.topoutdoorshop.eu in your browser's address bar. The extra letter s after http stands for safe (secure). On other pages it is not necessary to use https, so it is not enabled on these.

Orders paid via iDeal, afterpay or credit card are delivered immediately (ordered before 14:00, are normally shipped the same working day.

However, orders paid by bank transfer will be delivered after the money has been credited to our bank account. Payment by bank transfer usually has a processing time of 1-2 working days.

If your order was not completed in the regular way, something probably went wrong in the ordering process (e.g. PayPal). You did receive the regular order confirmation.

Often, an order is not completed correctly due to a malfunction at the bank with the IDEAL system. In that case, the fault is usually rectified fairly quickly. So you can always try again at a later point or make the payment in another way. Should something still go wrong, or if you need advice, please send us an email to service@topoutdoorshop.nl.

You may find yourself making a payment twice, thinking it may have failed the first time. If you feel that you have accidentally made a double payment, it is best to send the request to customer service as soon as possible to check, via service@topoutdoorshop.nl. They will then check if this is the case and refund a 2nd payment.

If you might have a promotional code, you can enter it at checkout. You can only use one action code at a time per order. Personal action codes can only be applied once.

You can request a refund if you indicate within 14 days of purchase that your order is not what you expect. You can then return the product, stating return with order number.

After receiving the product, it will normally be refunded to your account on the same day. Normally, the amount is credited back to your bank account within a few working days. If the amount has not been refunded after one week, please contact us at service@topoutdoorshop.nl.

All prices listed on TopSnowShop include VAT. The order confirmation attached shows the VAT paid on your order. Does the order come from a country outside the EU, e.g. England, Switzerland or the united states?

In that case, VAT will not be calculated. However, you may be charged a fee by customs from your country. This often depends on the amount of the order and is often regulated differently per country.

If necessary, we can reverse the VAT for foreign orders. In that case, please contact us. We can then create an order for you.