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?
Yes, we ship worldwide!
From which country do you ship?
We ship from the Netherlands.
What are the shipping costs?
Netherlands & Germany: € 4.95
Belgium: € 5.95
Austria, Denmark, France, Portugal, Poland, Spain and Sweden: € 7.95
All other EU countries: € 14.95
When do I enjoy free shipping?
Orders in the Netherlands with a value above €100 are shipped free of charge. Orders in other EU countries with a value above €150 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?
Order placed before 23:59 are delivered the next day!
Do I need to be home to receive my package?
Most orders are shipped in a letterbox package, so being at home is not necessary. A letterbox package can hold approximately 6 products. During checkout, it will automatically be calculated whether your package will be sent as a letterbox package or a small package.
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 submit a return request by logging into your profile. Follow these steps:
- Click on the login icon at the top right.
- Enter the email address you used to place the order.
- Enter the 6-digit code you receive in your email.
- Submit a return request and indicate the reason for each item.
We will review your return request, and if we accept the return, you will receive a return label from us.
What are the costs for returns?
Netherlands: 4.95
Belgium, Austria, Denmark, France, Germany, Portugal, Poland, Spain and Sweden: € 7.95
All other EU countries: € 14.95
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?
Exchanging can only be done by returning the product and placing a new order.