Parcel shipments: All orders below 120 kg (or volume less than 0,45 m³) received on a working day before 13h, will be shipped within 48 hours (otherwise 1 extra day). Delivery from Monday until Saturday.
Pallet delivery by forwarder: All orders above 120 kg (or volume over 0,45 m³) received on a working day before 15h30, will be shipped on a pallet within 48 hours (otherwise 1 extra day). Delivery from Monday until Friday.
Free delivery from orders above 200 € / £ VAT excluded. For orders below 200 € / £ VAT excluded, we will charge freight of 15,00 € / £ VAT exluced.
Notification shipment by e-mail: As soon as we received payment of your order, we will validate your order. You will receive a notification by e-mail with a link follow your delivery. Except from unforeseen circumstances, delivery may take longer, you will receive a new notification with a new delivery date.
Code of conduct forwarders
We work with external logistic partners. The goods travel at the risk and peril of the recipient. Hellostraw-shop.com cannot be held responsible for problems that occur while processing delivery of your order.
For any claim and to be compensated by the forwarder for missing or damaged goods, do not forget to make your reservations upon receipt.
Drivers are required to present the standard delivery at your door or "off truck" when the total weight does not exceed 1000 kg. Above that, the unloading of the goods is the responsibility of the consignee. Drivers are not allowed to carry goods weighing more than 30 kg or to enter the premises of the consignee.
To be taken into account at time of delivery:
Deliveries must be unpacked and checked in the presence of the driver before signing for the goods. Sign the receipt of the driver with "Received in good condition" and the number of cartons received. Attention: The forwarder will not accept any liability once the goods have been delivered and signed as such.
The sentence "subject to control" has no legal value and will not be accepted by the forwarder. Any damages or discrepancies must be reported during this inspection to the driver and reported to ourselves within 24 hours in writing to [email protected]
In case of receipt of a number of pallets, do not sign with "Received 2 pallets", but mention the number of cartons received. In case of a minor damage of a carton, please mention "wet or damaged carton, unsuitable for consumption or sale".
We recommend to refuse the goods if the damage is visible or significant by mentioning "Refusal for damaged goods". Within 3 working days, send a registered letter with acknowledgement of receipt to the forwarder claiming the value of the damage. To speed up the replacement of the goods, send us by e-mail ([email protected]) a copy of your correspondence and a copy of the delivery note. This will allow us to intervene more effectively when necessary.
ATTENTION : IN NON-RESPECT OF THESE GUIDE LINES, THE FORWARDER WILL NOT TAKE INTO ACCOUNT YOUR CLAIM AND WILL RESULT IN THE LOSS OF ALL YOUR RIGHTS.
Right of retraction
You have the right to retract within fourteen days after the day of receipt of your order. To exercise the right of retraction, you must inform us by letter (you can use the sample form below) and send copy to [email protected]
In case of retraction from your contract, we will refund you the full amount of the payment received, including any flat-rate delivery costs of 15,00 € / £ VAT excluded within fourteen working days from the day we received your return. We will refund within fourteen working days. This refund will not incur any costs for you. You are only liable for the depreciation of the goods resulting from manipulations other than those necessary to establish the nature, characteristics and proper functioning of the goods.
Sample letter retraction (You can use as example below form, complete and scan this form only if you wish to retract from your contract)
To the attention of:
4811 CA Breda | Netherlands
E-mail: [email protected]
I / we hereby notify Hellostraw-com the right of retraction on following goods ordered:
(mention article code(s) and quantity)
Customer number : __________________ Invoice : ___________________
Date receipt of order : ________________________________
Delivery address : _________________________________________________
(mention your complete address)
Comments : ______________________________________________________
Place : ________________________________ Date : _____________________
Name : ____________________________________________________________