Tropilex - FAQ


Frequently Asked Questions













Ordering


How do I place an order?

Place the product of your choice in the shopping cart by clicking on the "Add to Cart" button. Then click on "Go to checkout" to pay. Enter your details and follow the steps. Only when you click on the button "Checkout order" your order is final.



Can I have my order delivered to a different address?

Yes, this is possible. During the ordering process you can provide us with a different delivery address while entering your personal details. The invoice will be sent to the specified e-mail address. The delivery will contain only the products (no invoice).

Unfortunately, you cannot add a personal message to the order.



Can I also collect my order?

Yes, this is possible. Click here for our address details and more information.



Will I receive a message when I have placed an order?

You will immediately receive an order confirmation. If you pay the order immediately you also receive the invoice immediately. You will receive the shipping confirmation with track and trace when we have given your order to our carrier.



Can I change or cancel my order?

As long as you have not paid for the order, there is no need to change or cancel the order. Simply place a new order. The old order will be cancelled automatically after a few days.

If you want to change or cancel a paid order, we advise you to contact customer service as soon as possible.



Can I order a product that is not on your website?

If you want to order something that is not on our website any more, we advise you to contact customer service. Then we can tell you if the product will be back in stock soon.



Can I order as a business?

That is possible! Simply enter your company name in the check-out. Is the company located in the EU but outside The Netherlands? Then also fill in the VAT number. We will then provide you with a VAT reverse charge invoice.



Can I get a discount if I place a large order?

Yes! The discount is automatically calculated in the shopping cart.

  • 0 - 4 products = 0 % discount
  • 5 - 9 products = 5 % discount
  • 10 - 19 products = 10% discount
  • 20 - 29 products = 15% discount
  • 30 - 49 products = 20% discount
  • 50 - 99 products = 25% discount
  • 100+ products = 30% discount

Each hammock, hanging chair and stand counts as one product. Accessories are not counted but are not excluded from the discount. The discount is based on the regular retail price. Promotions and (bundle) discounts do not apply.



How do I see if a product is in stock?

The online store always shows the current stock and prices. If there is no order button on the product page, the product is no longer in stock.

We cannot say when the product will be back in stock. The products are produced in South America, Asia and Europe. Delivery times are very difficult to predict. It can take weeks to months. We therefore recommend that you choose an alternative. We also cannot reserve products for you in advance.





Paying


What payment options do you offer?

Depending on the chosen country, you can pay with the following payment methods:

Apple Pay Apple Pay: Secure payment with your Apple device.

Credit card Credit card: Secure payment with your credit card.

PayPal PayPal: Secure payment with your PayPal account.

Bank transfer Bank transfer: Pay by bank transfer according to the instructions received by e-mail.

BanContact BanContact: Secure payment with internet banking via your personal bank.

Belfius Belfius: Secure payment with internet banking via your personal bank.

EPS EPS: Secure payment with internet banking via your personal bank.

GiropayGiropay: Secure payment with internet banking via your personal bank.

iDEAL iDEAL: Secure payment with internet banking via your personal bank.

KBC KBC: Secure payment with internet banking via your personal bank.

Klarna Klarna - Pay later: Pay within 14 days after you have received the products.

Klarna Klarna - Slice it: Pay within 3 to 36 months after you have received the products.

MyBank MyBank: Secure payment with internet banking via your personal bank.

Przelewy24 Przelewy24: Secure payment with internet banking via your personal bank.

SOFORT banking SOFORT banking: Secure payment with internet banking via your personal bank.

Powered by Mollie



Can I pay after delivery?

You can pay afterwards with Klarna. Klarna is available to consumers in the following countries: Belgium, Denmark, Germany, Finland, Netherlands, Austria, United Kingdom, Sweden.

Business customers can pay afterwards with Billie. Billie is available for business customers in the following countries: Germany, Netherlands, Austria, Sweden.

Klarna   Billie



Can I pay by cash on delivery?

We do not offer cash on delivery. Payment in cash to the driver upon delivery is therefore not possible. Choose a post-payment method or pay by credit card so that your purchase is insured.



How does payment by credit cards work?

In the ordering process you choose 'Credit card' as payment option. In the next step you can enter your credit card details on a secure page. We accept all credit cards.

Creditcard   Mastercard   Maestro   Visa   American Express   Carta Bancaire   PostePay   Cartasi   Dankort  



How does payment by bank transfer work?

You choose "bank transfer" in the ordering process; in the next screen you will see the payment specifications, which you will receive after confirmation by e-mail. You can now calmly transfer the amount to our IBAN number, stating the correct reference number. It will usually takes 1-3 business days to process the bank transfer.

Bank



How does payment by Klarna Pay Later work?

With Klarna's 'Pay Later' you can pay for your order after you have received it and decided to keep it. That way you never pay for what you send back.

Paying with Klarna is safe and easy. The payment details of your purchase will be listed on the invoice you receive from Klarna. You have 14 days to pay the Klarna invoice.

Klarna performs a data check to approve your request to pay later. Klarna maintains a strict privacy policy as described in its privacy statement. If your request for Pay Later is unexpectedly not authorized, you can of course pay via one of our other payment methods.

For questions regarding the payment of a Klarna invoice you need to contact Klarna. This is because you have an agreement with Klarna. We can not see your outstanding amounts or payments.

Klarna



Are all payment methods processed equally quickly?

All orders are processed immediately after payment. If ordered and paid for before 16:00 on business days, it will be shipped the same day.

An order paid for by bank transfer usually takes 1-3 business days. Choose one of the direct payment methods when you want to receive your order immediately.





Delivering


What are the delivery costs of my order?

⚠️ Update: We always ship your order on the same working day. The delivery companies also do their utmost. However, due to the enormous workload of the delivery companies there may be a delay. Especially for large boxes (hammock stands), you should take a delay into account.

Please send us an e-mail if after 5 days + normal shipping time no delivery has taken place.

Delivery time* Shipping cost* Return cost*
  • Belgium
1 day Free Free
  • Luxembourg
1 day Free Free
  • Netherlands
1 day Free Free
  • Germany
1-2 days Free Free
  • Austria
2 days Free Free
  • Denmark
2 days Free Free
  • Czechia
2-3 days Free Free
  • France
2-3 days Free Free
  • Italy
2-3 days Free Free
  • Poland
2-3 days Free Free
  • Spain
2-3 days Free Free
  • United Kingdom         
2-3 days                           Free                          Free                    
  • Norway
2-4 days Free Free
  • Sweden
2-4 days Free Free
  • Switzerland
2-4 days Free Free
  • Ireland
3-4 days Free Free
  • Portugal
3-4 days Free Free
  • Finland
3-5 days Free Free
  • Bulgaria / Croatia / Estonia / Greece / Hungary / Latvia / Lithuania / Romania / Slovakia / Slovenia
3-7 days € 34,95 € 34,95

* Delivery time: Assuming normal bustle with our carriers.

* Shipping costs: Orders with a value above £30 will be shipped for free. Otherwise € 6.95 / £6.95.

* Return costs: Orders with a value above £30 can be returned for free. Otherwise € 6.95 / £6.95.



When will my order be delivered?

If you have placed your order and paid on weekdays before 16:00 hours, we will process your order the same day and hand it over to the carrier. For delivery times per country see the list above.

Did you choose payment by bank transfer? Then your order will be handed over when the payment is received. Usually this takes 1 to 3 days.

You will receive the Track & Trace by e-mail. When your order has been scanned in the first sorting centre, the track and trace will become active. Normally this is after 20:00 on weekdays.



How do I see if a product is in stock?

The stock status is stated on the product page. If the product is not in stock, you will receive an extra message in the shopping cart screen.



What happens when I order multiple products with different delivery times?

We wait until the order is complete so that we can send it to you in one go. If you would prefer to receive one product earlier, place two separate orders.



Who delivers my order?

Almost all deliveries are carried out by DPD and GLS. They will deliver your order during the day to the delivery address indicated by you.

If you have any problems with the delivery, please contact the carrier directly or contact our customer service.

DPD DPD UK: Visit website, call 0121 275 0500

DPD DPD IE: Visit website, call 090 64 20500

GLS GLS IE: Visit website, call 018 606 200



What happens if I am not at home during delivery?

If you are not at home at the time of delivery, the carrier delivers your package to the nearest parcel shop or will come again the next day.

A notice left in your (e-)mailbox or on the track and trace page indicates at which parcel shop your package has been left or that they will come again next day.

You are responsible for picking up your parcel on time at the parcel shop. If you do not pick up the parcel within five days, it will be returned to us. We will then deduct €6.95 / £6.95 from the amount to be refunded.



Can I arrange a delivery appointment?

Unfortunately it is not possible for us to arrange a delivery appointment. We are fully dependent on the carrier and the driving route.

In most cases you will receive a time slot when they will come by. It is also possible to give new instructions at that time. Such as drop-off permission or delivery to a parcel shop.

If you give a drop off permission then you are responsible for the parcel. You cannot hold us or the carrier liable for missing, stolen or wet parcels.



Can my order be sent directly to a parcel shop?

That is possible. Choose "Parcel shop delivery" in the checkout as shipping method. You will see a map with the parcel shops around the address you entered. Click on the picture of a parcel shop of your choice and click on 'Choose this collection point'. The data will be displayed in the Checkout screen and you can complete the order further.

The shipping address remains unchanged on our order confirmation, but the address of the parcel shop is indicated on the track and trace.

You are responsible for picking up your parcel on time at the parcel shop. If you do not pick up the parcel within five days, it will be returned to us. We will then deduct € 6.95 / £6.95 from the amount to be refunded.

Some parcel shops close during the holiday periods. It is therefore possible that a parcel shop is no longer active at the time of dispatch. We will then automatically send the parcel to your home address.



My package has not been scanned for days?

Check your email and spam folder to see if the carrier has asked you for new delivery instructions.

We always ship your order the same working day. Sometimes the package is not scanned the same day, but only a few days later in the country of destination.

It is good to know that the hammock season coincides with the spring peak and the holiday period. In the spring, the carriers are extra busy because of the many large garden items that are ordered. There is simply less space in a delivery van. Even in the summer when the delivery drivers take their well-deserved vacation, it is complicated for the carriers to complete the planning. This may delay your package.

Send us an e-mail only if there is still no new scan after 5 days.



My package has been delivered but I have not received anything?

It sometimes happens that you receive an e-mail that the package has been delivered, but that you have not received anything.

Officially, you as the recipient always have to sign. In practice, deliverers sometimes want to choose a different solution and do not always pass this on correctly.

Go through the following steps:

  • Check your email and spam folder to see if the carrier has sent you additional information.
  • Check whether the package has not been returned and has been delivered to us in the Netherlands (return).*
  • Check your mailbox for the package or a message from the carrier.
  • Look around the house to see if the package has not been placed under a carport or in an open shed.
  • Ask your family members if they happened to receive the package.
  • Ask your neighbors if they have received the package.

If the above is not the case, please contact the carrier first. Often they can help you immediately. For example, they have the GPS location where the status has been changed by the delivery person.

DPD DPD UK: Visit website, call 0121 275 0500

DPD DPD IE: Visit website, call 090 64 20500

GLS GLS IE: Visit website, call 018 606 200

Can't the carrier help you further? Please contact our customer service at.

Is the package really lost? Then the carrier will always ask you to fill in and sign the following form so that they can start an official investigation: download form. You can already send the completed form so that we can act faster.

* Has the package been returned to us? We automatically transfer the money back to your account within 10 days, you will receive an email from us about this. You can also send us an email with instructions to send the package again.





Returning


Can I return my order?

If you are not 100% satisfied with your purchase, you can return the purchase to us 365 days after receipt. In this period you can return the order undamaged, as close to its original condition as possible, and, if possible, in the original packaging.

The product must be undamaged and contain no traces of use. If the product is damaged or used, we may charge full costs.

You should fold a hammock or hanging chair neatly and put it in the storage bag if present. You received the product neatly, we want it back neatly too. If we have to fold the hammock or hammock chair ourselves and/or put it in the storage bag, we will charge €10 / £10. If the product is dirty, we will charge 50% of the retail price.



Can I exchange my order?

Unfortunately it is not possible to settle the return with a new order. We always refund the amount.

Would you like to receive another product immediately? Than order and pay the new product directly on our webshop.



What are the return costs?

EU countries €0.00 return costs for orders above €25*

EU countries €6.95 return costs for orders under €25*

United Kingdom £0.00 return costs for orders above £30*

United Kingdom £6.95 return costs for orders under £30*


In the case of partial returns, we will charge you for the return costs if the total amount of the products held after the return is less than €25 / £30.

* The above mentioned return costs apply only if you follow our return procedure as stated under "How do I return my order?". The return label can be created free of charge, we will deduct the above mentioned costs from the amount to be refunded.

If you return a product on your own initiative to our return address, the direct costs of returning the product will be at your own expense.



Can I return my order at any time?

You have a reflection period of 365 days with us. After you report that you are cancelling your purchase, you still have 14 days to return the product. You are in time if you return the goods before the 14-day period has expired.

The reflection period expires 365 days after the day on which you or a third party designated by you (not the carrier) has physically acquired the product. The right to a refund expires after 365 days, after which the warranty period of one year comes into effect.

The product must be undamaged and contain no traces of use. If the product is damaged or used, we may charge full costs.

You should fold a hammock or hanging chair neatly and put it in the storage bag if present. You received the product neatly, we want it back neatly too. If we have to fold the hammock or hammock chair ourselves and/or put it in the storage bag, we will charge €10 / £10. If the product is dirty, we will charge 50% of the retail price.



How do I return my order?

You can request a return label via the link below:

EU countries EU countries: Request a EU return label.

United Kingdom United Kingdom: Request a UK return label.

Norway Norway: Request a NO return label.

Switzerland Switzerland: Request a CH return label.

Returning a shipment from Switzerland? Attach both the return label and customs documents (3x) to the outside of the package.


Make sure you pack it securely: you are legally responsible for the return shipment and its packaging. Therefore, use sturdy packaging and sufficient tape. If the product is not well packed, damage may occur. If we cannot sell the product as new, we may charge you.



Can parcel shops refuse my return?

Not all parcel shops accept large parcels. If you wish to return a large parcel with our return solution and it is refused by the parcel shop, you will have to find yourself another parcel shop.

Our experience is that this almost never happens, only sometimes with the return of our largest hammock stands.

You can always choose to return such a parcel on your own initiative. However, the direct costs for returning the parcel yourself will be at your own expense.



Can you collect the return from my home?

This is usually possible but we do charge a fee for this service. The minimum fee is €14, but this depends on the size of the packages. Request a pick-up.



How do I return an Amazon order?

Login to your Amazon account and register your return. We can not process your return if it is not registered via Amazon. You must follow the return policy at Amazon at all times. This may mean different terms and conditions or higher return costs.



How quickly will my return be processed?

When you return a product, it will be handled and processed within 5 business days. You will receive an e-mail from us when we have processed the return. The full purchase price, including any shipping costs for forwarding, will be refunded to your account number as soon as possible and no later than 14 calendar days after cancellation. If you only return part of your order, the costs for delivery will not be refunded.

We will pay you back with the same payment method with which you made the original transaction, unless you have expressly agreed otherwise; in any case, we will not charge any costs for such reimbursement. We may wait with reimbursement until we have received the goods back, or you have shown that you have returned the goods, whichever occurs first.



In order to exercise the right of withdrawal, you must inform us in writing, by post, fax or e-mail to revoke the agreement. For this purpose, you can use the EU Sample Form for Withdrawal (PDF), but are not obliged to do so. Using the links above is easier and faster. If you make use of the withdrawal process, you must send the product within 14 days to our return address.





Collecting


Where is Tropilex situated?

We are located in Dedemsvaart. This is in the east of the Netherlands. Our exact address is:

Tropilex
Fahrenheitstraat 5
7701 BV Dedemsvaart
The Netherlands



What are your opening hours?

We are open on weekdays (Monday to Friday) from 09:00 - 17:00.

Before visiting us, please contact customer service first, because sometimes we are very busy or temporarily absent.



Is it possible to pay when picking up the order?

Yes it's possible to pay in cash. We don't have an ATM, but you can withdraw money in the town center.



Can I also view and test the products first?

We do not have all our products on display. But we have all the hammocks, hammock chairs, stands and other products in stock so you can try almost all hammocks and hammock chairs!

Tip: only come and try out the hammock if you are well rested. You would not be the first to fall asleep in one of the hammocks!





B2B


How can I order as a company or institution?

Enter your company name at checkout, pay via a payment method and you will receive the invoice from us.



Will VAT be reverse-charged automatically?

Is the company based in the EU but outside the Netherlands? Then also enter the VAT number. The VAT is then automatically shifted in the check-out. You will receive an invoice on which the VAT has been reverse-charged.

We cannot change the invoice afterwards. We also cannot transfer the VAT afterwards. You should therefore carefully check all details in the checkout.



Can I as a company or institution add a reference?

If a reference must be stated on the invoice, you must enter this in a field at checkout. For example after the company name or to the surname.



Can I get a quote as a company or institution?

All discounts are automatically added to the shopping cart. So you immediately see what the total costs are and whether the products are in stock. We do not give any other discounts. Read more about discounts here.

If you need a quotation as a PDF, do the following: First place the order via the website. Choose as payment method "Bank transfer".

You will immediately receive an order confirmation by e-mail. The e-mail also contains the order confirmation as a PDF. Use this PDF as a quote.

When the quote has been approved by you, you can place the order again and pay immediately. Or pay via the payment details that have been sent to you in a separate email. After payment you will automatically receive the invoice.

Cancel quote? The order will be automatically canceled after 14 days if payment is not made.



Can I as a company or institution pay by invoice?

Does your administration need the invoice first before the order can be paid? Then we have the following solution.

First place the order via the website. Choose “Bank Transfer” as the payment method.

You will immediately receive an order confirmation by e-mail. Reply to this order confirmation with the comment that you would like to receive the invoice first.

We will email the invoice with our bank account number (IBAN) within 1 working day.

We will ship the order after receiving the payment. We check this once a week. You can send us a proof of payment to speed this up.

Note: You will receive a payment request from our payment provider Mollie for the order you have placed. You can ignore this one. We cancel the order you placed and create a new order with a new invoice.



Can I as a company or institution also pay afterwards by invoice?

That is not possible. The order must be paid in full before it is shipped.



Can I as a company or institution get a discount if I place a large order?

Click here for the answer to this question.



I lost my invoice, can I request the invoice?

The invoice will be sent by e-mail immediately after payment. Search on "Tropilex" or on "Tropilex B.V." in your own mailbox to look up the invoice.

Not found? You can request the invoice yourself via this link. You can only request the invoice from the same website + language in which the order was made.

We cannot email the invoice again. You must use the link above.





Questions and Warranties


My order is incomplete, what should I do?

Check again if you have already unpacked everything. Small items can remain in the packaging.

Large products are shipped in two parts. It often happens that one package arrives earlier than the other. Therefore, check your e-mail if you have not received a track and trace from us twice.

Have you checked everything and are there still parts missing? Please contact customer service directly and also let us know if the box or shipping bag is damaged or opened.

Always add photos of how you received the order. This way we can help you faster and more efficiently.

Please note: you must check whether you have received everything within 5 working days of receipt. After that, we can no longer send products or parts free of charge. All separate parts and accessories can easily be ordered via our website.



My order is damaged, what should I do?

Take photos of the still unopened packaging and then of the damaged items immediately! Send the photos to our customer service and we will solve the problem for you.

We will always ask you for photos first in order to offer a better solution.

Please note that you need to check yourself that the product is in good condition within 5 working days of receipt. We cannot send any products or parts free of charge after that. All loose parts and accessories can be easily re-ordered via our website.



Where can I make a complaint?

Do you have a complaint about an article, our services, or about the delivery of)your order? There is a different procedure for reporting a complaint (or defect) than for returning items. We request that you inform us of the complaint as soon as possible. This can be done by telephone or by e-mail. See our customer service for our contact details and opening times.

We respond to your complaint within 14 days and will solve the problem as soon as possible in consultation with you. If you inform us of the complaint by e-mail, we ask you to mention your order number and telephone number (indicate when you can be reached if required) so that we can contact you. We have a maximum response time of 5 business days.

In the event that the submitted complaint can not be resolved satisfactorily, you can submit a complaint / dispute to the Dutch Thuiswinkel Disputes Committee at: www.sgc.nl. Or the EU Disputes Committee at ec.europa.eu/consumers/odr.



How long is the guarantee period?

We have a one-year warranty on all your purchases at Tropilex!

This additional guarantee applies without prejudice to the statutory rights that you have as a consumer. Legal guarantee means that a product is or must do what the consumer can reasonably expect.



Which certification marks are you affiliated with?

We cooperate with various organisations in order to guarantee the best quality of our service and products.

We are therefore affiliated with the following quality marks.

E-commerce Europe Logo Shopping Secure Logo Secure SSL Logo

FSC Logo GOTS Logo OEKO TEX Logo

Only products marked as such on this website are FSC®, GOTS® or OEKO-TEX® certified.



What is your contact info?

If you want to get in touch with us, you can e-mail to info@tropilex.co.uk or call +44 (0)161 394 03 08 (local rates).

We are available for you on weekdays from 09:00 - 17:00.

See our full company details.




Hammocks and Hanging Chairs from Tropilex