FREQUENTLY ASKED QUESTIONS
Select your type of question here:
- General (ordering, your cart, creating an account)
- Payment (payment methods, secure payment, discount coupons, currencies)
- Delivery (shipping costs and destinations, delivery times, tracking)
- Returns & refunds (exchanging or returning an item, refunds)
GENERAL
How to shop at Spoom.nl?
Please follow these 5 simple steps to shop at Spoom.nl:
- Browse our coats by clicking the images in the webshop overview. This takes you to a product detail page with product information and photos that show the coat in 4 different views. To view more coats, you can click NEXT or PREVIOUS on the product page or go back to the webshop overview
- Found the coat you like? Select your colour and size, then just click ADD TO CART.
- If you would like to look at other items and continue shopping, just repeat step 1 and 2. If you are ready to place your order, click CHECKOUT
- Now choose to checkout as a guest OR create a Spoom.nl user account (for future convenience) and click CONTINUE. If you already have an account you can log in.
- Please enter all required details carefully (Billing information, Shipping information, Shipping Method, Payment Information) and when done, click PLACE ORDER.
That’s it, you’re done!! You will receive an order confirmation email instantly. Please check this order confirmation carefully and if any information is not correct please contact us at shop@spoom.nl immediately.
Your order will be processed the next working day (Mon-Fri, 9am-5pm, Dutch time: GMT+1). After your order is processed your parcel will be shipped from our warehouse in 24 hours and we will send you a second email with tracking info.
Why create a Spoom.nl account?
So you can shop faster next time (your name and address details will be saved in your account so no need to enter those again), check the status of your current order, view past orders and quickly edit your info.
What if I forget my password?
In case you forgot your password click here. You will receive an email with a new password. If you can’t find this email in your inbox, please check your email program’s “junk mail” or “spam” folders. If after 15 minutes you still have not received this email, please contact us on shop@spoom.nl
What if I forget my username?
The email address you used to create your account is your username. In case you have forgotten which email address you have registered with, please contact us on shop@spoom.nl with your name and we will try to retrieve your account info.
I have not received a confirmation email?
If you don’t see the order confirmation email in your inbox, please check your email program’s “junk mail” or “spam” folders. Still can’t find it? Please contact us on shop@spoom.nl. Make sure you send us your full name and address and the items you ordered. We can check if the order is in our system and send you a new confirmation email.
What if the item I want to buy is out of stock?
We apologise for the inconvenience. We update our inventory regularly so someone else must have just bought the last one! Please contact us on shop@spoom.nl to find out if and when this item will be back in stock.
PAYMENT
Is it safe to order at spoom.nl?
Yes! As a Payment Service Provider, ICEPAY offers merchants the possibility to offer all kinds of payment methods, such as iDEAL and PayPal, in their webshop. This way, you as a consumer can do your online transaction to spoom.nl in a safe and sound payment environment. You can find more information about your online payment at the ICEPAY website. ICEPAY ensures your secured payment, while we ensure the delivery and quality.
In addition, Spoom will ONLY use your personal data for your shopping account (and, if you choose to receive our newsletter, for sending you a newsletter from time to time). Spoom will never transfer or sell your personal data to a third party.
How to use discount coupons?
Discount coupon codes issued by Spoom can be used in your shopping cart. Just enter the code in the discount code field and click OK. The discount will be deducted from the total. After that, click CHECKOUT.
What payment methods do you accept?
Visa, Mastercard, iDEAL (for Dutch bank accounts) and PayPal.
Can I pay in US Dollars, British Pounds, Chinese Yuan, Japanese Yen etc?
Sorry, no. We can only accept payment in Euros. View real-time currency conversion rates here
Will sales tax be added to my total?
No. All prices shown in the Spoom.nl webshop already include 19% Dutch VAT.
DELIVERY
To which countries does Spoom.nl deliver?
We ship worldwide! Within the European Union parcels will be delivered by DPD. For countries outside of the EU, please contact us on shop@spoom.nl to find out which courier service will be used and what the estimated delivery time is to your country.
Shipping costs to my country?
Netherlands, Belgium and Luxembourg: 0.00 EUR (yes, that’s FREE shipping!)
Other European Union countries: 9.95 EUR
Rest of the World: 14,95 EUR
When will my order be shipped?
After placing your order, it will be processed the next working day (Mon-Fri, 9am-5pm, Dutch time: GMT+1). Once the order is processed it will be sent from our warehouse within 24 hours.
How long does it take for my order to arrive?
After your parcel leaves our warehouse:
2-3 working days to Netherlands, Belgium, Luxembourg
3-5 working days to other European Union countries:
Rest of the world: please contact us on shop@spoom.nl for an arrival estimate
Is it possible to change the delivery address?
We can only change the delivery address before the goods are to be dispatched. Once we have dispatched the order we are unable to change the delivery address.
How can I track my order?
Once your parcel leaves our warehouse we will send you an email with tracking info. More information about delivery times here
What if I’m not home at time of delivery?
No problem. Another delivery attempt will be made the next working day. If delivery still is not succesful after 3 attempts you will receive information from the courier service on how to retrieve your parcel yourself.
I haven’t received my order?
If you haven’t received your order after the expected delivery time please check the delivery address on the confirmation email we sent you. If the address is incorrect contact us on shop@spoom.nl We will advice you how to receive the parcel. Please allow 5-7 working days after the parcel left our warehouse (depending on the destination) before inquiring about your order.
RETURNS & REFUNDS
Can i return or exchange an item I bought?
In case you are not satisfied with your purchase and wish to exchange or return an item please contact us on shop@spoom.nl If you do, don’t forget to mention: your name, your order number or order date, and the name of the product(s). We will email you detailed instructions how to return the items and receive a refund for the amount of your order or how to exchange an item. When you exchange an item, we will send the new item to you for free.
In both cases (return and exchange), postal costs of sending the items back to Spoom are for the sender. Make sure to keep your postal slip as proof you’ve sent us the item(s) to be returned or exchanged).
How long do I have to return an item?
Items can be returned or exchanged within 14 days from date of delivery.
Do I have to pay anything when returning my items?
Yes. In order to return your items you need to pay the costs for sending the parcel back to us. However, when you exchange an item, we will pay for sending the new item to you.
When will I receive my refund?
After the return is received we will email you a confirmation and will process the refund the same working day. You will receive the refund within one week, depending on the method of payment you used and your bank.
I haven’t received my refund?
Please contact us at shop@spoom.nl if you have not received your refund more than 1 week after our refund confirmation email. If you have not yet received this confirmation email, it is possible we haven’t received the item in return yet. Please send us an email and enclose a copy of your postal slip in the attachment. We will try to track your order and refund you as soon as possible.
We will place a refund on the card/ account the payment came from. Have you used PayPal please check their refund policy online.
Please note, Spoom.nl reserves the right to reject returned items when sent after the return period, or reject returned items clearly show signs of wear or are damaged/altered in any other way.
