Frequently Asked Questions – STRAVADA.COM
Gratis verzending voor NL & BE

Frequently Asked Questions

 How can you reach us?

You can contact us via support@stravada.com or by phone: +31687852246 (Whatsapp)

 

What type of payments do you accept?

Our platform accepts IDEAL, Bancontact, Paypal, Creditcard, KBC / CBC, ING Home'pay and Belfius.

 

Will my card be charged when I order?

All customers are charged when the purchase and payment are successfully completed.

 

Do I have to pay for shipping?

We offer free shipping.

 

Can I change or cancel my order after it has been placed?

We want you to enjoy your items as soon as possible! Therefore, we cannot change or cancel an order once it has been placed.

 

How can I track my order?

You can track your order on the Track your Order page.

 

Coronavirus COVID-19 shipping times

Due to the outbreak of the Corona virus, delays have occurred worldwide. Please be aware that delays may occur and packages may arrive later. We try our best to find the fastest possible supplier who can ship directly to you.

 

Where do you ship from?

We ship from our warehouses in Europe, United States and China.

 

Do you ship internationally?

Yes, we also ship to other countries within the EU.

 

How do I submit a return?

Take contact here us to submit a return request (please include your order number). To be eligible for a refund, return shipments must be pre-notified via support@stravada.com. Returns that have not been reported or sent to the wrong address will not be refunded. You must return the shipment to us as soon as possible after registration, and no later than 14 days after registration.

 

What must be the condition of the returned product?

All returns must be unused and in the condition you received them. 

 

Who bears the risk of the return shipment?

The refund will be made as soon as possible and within a reasonable time after receipt of the goods. After all, a quality inspection must first be carried out to determine whether all return conditions have been met.

 

Do I always get a full refund?

We reserve the right not to refund or only partially refund the purchase price where there has been a loss in value attributable to consumer use that exceeds momentary testing. Since it is a hygienic product, the watches should generally not be removed from the packaging. Once it protective film removed of the screen, watches are no longer eligible for return and the consumer will not receive a refund.

 

How will I be refunded when returning an order?

Upon receipt and inspection of the return, we will issue your approved refund via the original payment method. Depending on the payment method you chose, this process can take several working days. How quickly the money will reappear in your account depends on the chosen payment method and the reason for the refund.

Who pays the return costs?

In accordance with our return conditions, the costs of the return shipment are always for the consumer.

 

How long will it take for my order to arrive?

After your order has been processed, it takes between 7-15 business days for shipment (varies by location) to arrive. In case of high demand, the delivery time can increase. We will send you a confirmation email with your track & trace number as soon as your package has been shipped.

(make sure your shipping details are completely correct to ensure faster and safer delivery!)

 

Defective product?

If a received product has manufacturing defects, buyers have the right to request a product replacement within 14 days of receipt of the item. If the case is deemed valid, Stravada will cover the related costs to provide a replacement.

 

I have a complaint. What now?

Do you have a complaint? Of course we always try to avoid that. If you still have a complaint, we ask you to contact us at support@stravada.com and clearly state your order number. We make every effort to deal with all possible complaints within a reasonable period of time. Please bear in mind that complaints can take 7 to 14 working days to process. However, we always strive for a mutually satisfactory solution as far as possible.

 

Why don't you offer telephone customer service?

We currently do not have telephone customer service for the simple reason that this is a heavy administrative cost. Telephone customer service implies different telephone lines, the recruitment of additional staff and office costs. It is precisely by saving on these costs that we can offer our customers such competitive prices.

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