FAQs – Shipping & Return

I am an end consumer rather than a commercial customer. Can I still cancel my order once it has been dispatched?

Consumers have the right to cancel their transaction within 14 days, without having to give any reason, in writing (e.g. by letter, fax, email) or – if you receive the goods before the end of this period – by returning the goods. If you cancel your transaction, all goods received must be returned and any payments made will be refunded to the value of the goods by the RAL Shop. For exact details concerning where to direct your cancellation and the time periods that apply, please refer to our General Terms & Conditions.

How do I return an item? / how do I get my money back?

If you want to return an item, you must pay for the delivery charges yourself. Please let us know your bank account details. As long as the goods are not damaged, we will refund you the value of the goods.

Do I also have to pay the delivery charges if I exercise my right to cancel the transaction as a consumer?

If you exercise your right as a consumer to cancel the transaction (see the information regarding cancelling your transaction in the General Terms & Conditions), you must pay any ordinary delivery charges.

My package has not arrived.

The standard delivery time within the Netherlands for UPS is 1-2 working days. For Belgium & Germany count 2-3 working days. If the corresponding number of days has already elapsed, please get in touch with us.

How much are the delivery charges?

RAL Shop charges a flat rate of € 7,95 excl. VAT for shipments to the Netherlands, Germany, Belgium and Luxembourg. All orders are delivered by UPS using UPS Standard or UPS International postal services.

Who are the logistics partners?

Our logistics partner is UPS. Goods can also be collected by the customer themselves or the customer can arrange for them to be collected by their chosen delivery company. It is irrelevant which company is used to collect the goods.

How long does the delivery of my order take?

Delivery times depend on the size of the order and stock levels. In general, our orders are ready to despatch within 1-3 days. International shipping time depends on the destination country. The standard delivery time within the Netherlands for UPS is 1-2 working days. For Belgium & Germany count 2-3 working days.

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