FAQ
Bestelling
I have a discount code. How can I use this?
At checkout, you have the option to enter your discount code. You can find the code field under the order summary.
Which payment methods can I use?
You can pay with iDeal (Netherlands), Bancontact (Belgium), credit card, and Apple Pay. You can also pay later with Klarna.
Will I receive a confirmation of my order?
Once you have placed an order, you will receive a confirmation email at the provided email address. You will also receive an email with your track & trace code once we have registered your order with the shipping company.
Can I change or cancel my order?
As long as you have not received a shipping confirmation, you can contact us to change or cancel your order. You can email us at info@kulu-club.com.
I've entered an incorrect address. What should I do?
You can log in yourself and change your address. Click on the login icon and enter the email address you used for your order. You will receive a login code. If your address is incomplete, we will contact you.
Do I receive a paper invoice?
You will receive your invoice via email.
Shipping
Do you ship worldwide?
Currently we ship to most countries in Europe.
From which country do you ship?
We ship from the Netherlands.
What are the shipping costs?
Netherlands: € 5.95
Belgium & Germany: € 6.95
Austria, Denmark, France, Italy, Luxembourg, Portugal, Poland, Spain and Sweden: € 14.95
All other EU countries: € 19.95
When do I enjoy free shipping?
Orders with a value above €75 to NL, BE & DE are shipped free of charge.
How can I track my order?
After placing your order, you will receive an email with your tracking number. You can use this link to track your order.
How long does it take before I receive my order?
Orders are shipped within 24 hours! In the Netherlands, you can usually expect your package 1 business day after shipping. In most EU countries, this may take 1 to 3 business days.
Returns
What is your return policy?
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging.
How can I return my order?
You can easily register your return through Returnless.
What are the costs for returns?
Netherlands: € 5.95
Belgium & Germany: € 7.95
Austria, Denmark, France, Italy, Luxembourg, Portugal, Poland, Spain and Sweden: € 14.95
All other EU countries: € 19.95
When will I receive my purchase amount after returning?
Once we have received your return shipment and it is in unused and unopened condition, the amount will be refunded to your account within 3 business days. You will receive an automatically generated email regarding the refund. It may take up to 10 business days for the amount to appear in your account.
Can I exchange products?
Exchanges can only be made by returning the product and placing a new order. Please note that you will be responsible for both the return shipping costs and the shipping costs for the new products (if the order amount is less than €75).