Shipping and delivery

Every day, together with our shipping partners, we pack, ship and deliver orders to our customers. Do you have a question about this topic? View the answers to the frequently asked questions here.

Frequently asked questions about shipping and delivery

When will I receive my package and how much are the shipping costs?

Shipping times and costs vary depending on the country of delivery. Once you have placed your order, we will ship your package the next working day. You will then receive a track & trace code. You can find the average delivery time for your package here.

Do I pay shipping costs?

Delivery within the Netherlands and Belgium is free for parcels with a value of more than €79. Under €25 you pay €5.95 shipping costs and between €25 and €79 you pay €3.95.

The shipping costs outside these countries depend on the value of your order and the country where the package has to be delivered. The shipping costs are automatically calculated in the shopping cart when you enter your address details. If the order is delivered outside the EU, you may have to pay customs fees or import costs. We as PadelDirect are not responsible for these costs and therefore do not reimburse them.

Which carrier will deliver my package?

Within the Netherlands, Germany and Sweden we send all packages with DHL. In Belgium, home delivery is completed by PostNL. If you choose a service point, this is done with DHL.

Deliveries outside these countries are shipped with PostNL. PostNL hands over the package to the local delivery company in the country of destination. Of course, packages are always sent with a track & trace link to follow the package.

Can I change the delivery method or delivery time?

Via the track & trace of the local carrier, you may be able to indicate a preferred place or time. If this is not possible, it is unfortunately not possible to change all delivery place or time.

Has my order already been shipped? I have not received a track & trace.

As soon as your order has been processed and shipped, you will receive a shipping confirmation from us with a track and trace link.

If the email address is not entered correctly, please contact customer service, they can check it for you. You can find the order number in your bank details when you pay for your order.

If you have ordered an order with personalization, you will receive a track & trace that does not work for the first few days. The moment the order goes to the personalization department, the track & trace is activated. The track & trace only becomes active when the package is in the possession of the carrier. This can be up to five working days after receiving the track & trace.

The track & trace no longer provides updates, when can I receive the package?

No worries! There is probably a slight delay in shipping. Please wait four working days to see if an update will follow. If there is no update after four working days, we advise you to contact our customer service. They will look with you and possibly start an investigation with the carrier.

My track & trace indicates that it has been delivered, but I have not received anything?

It sometimes happens that the delivery person delivers the package to the neighbours or to the agreed place. You have set the agreed place yourself in the application of the delivery service and can be found via the settings of the application.

If the package has not been delivered to you, the neighbours or to the agreed place, please contact the local carrier. If the package is still not found, please contact our customer service via WhatsApp. They then start an investigation with the delivery service.

Via the track & trace I see that my address is incorrect, what now?

For orders within the Netherlands and Belgium, it is unfortunately no longer possible to change an address when the shipping sticker has been printed. If it is a minor typo, such as the house number, we recommend that you contact those neighbours. Another option is to change the delivery address to a parcel point, you do this via the track & trace.

If your order is delivered outside of these countries, please contact our Customer Service so that they can contact the carrier.

My order has been delivered, but I am missing an item. When can I expect it?

In the shipping confirmation that you received from us, you will see the items that must be delivered to you. Are all the articles on here but are you still missing an article? Please contact our customer service, add a photo of the package as you received it.

The order has been delivered, but there is a wrong item in the package. How do I get the right item?

Unfortunately, it can happen that a mistake has been made by us, we apologize for this! The error may occur while packing the order or when uploading the item's image(s) or description. Of course we want to fix this error and solve this problem for you. To check whether we can deliver the correct item to you, we would like to receive the barcode of the wrong item you have received. This way we prevent the wrong item from being sent again!

My order has been returned to sender. How do I still receive it?

When you see this message in the track & trace, you can contact our customer service via WhatsApp. They will make a notification to resend the package and check the address to prevent the package from being returned to sender again.

Do you need the package quickly and would you rather have the purchase price refunded? Then you do not have to contact us and the purchase price will be refunded within two weeks after delivery to the warehouse.

Didn't find the answer to your question? Please contact our customer service.