FAQ

ORDERING

ORDER ASSITANCE

Search for articles through the menu

  • Choose Shop in the menu on top
  • Choose a main and eventual subcategory, for example “Flights” – Standard flights
  • Choose your article by clicking on the title of the product
  • Note your wishes, the amount you want to order and other necessary information
  • Repeat these steps until you are finished shopping

Search for articles with the search function:

Enter the article you are looking for as specifically as possible in the search field on the right (magnifying glass icon). If there are too many results, try narrowing down the search term. The search query may consist of multiple words (separated by spaces).

SHOPPINGCART

You can find the shopping cart right on top. When you hover over the arrow with your mouse-pointer, your chosen items will become visible and you can choose to view your shopping cart or directly go to the checkout page. When you choose to view the shopping cart, it is possible to make changes to the amount of an article and upload images.

COMPLETE YOUR ORDER

By the shopping cart:

  • Check your order for the correct items
  • Check your order for the correct amount per article
  • Check your images and if these are uploaded
  • Choose your shipping methode
  • When you want to ship to another country, you can recalculate the shipping-costs at Calculate Shipping. Choose your country and you will see the correct shipping costs
  • Click Proceed Checkout

By direct checkout

You will immediately go to the checkout page.
On this page you still can upload images.

CHECKOUT

Have you ordered from Helios Dart Supply before and created an account? 

When you created an account, you can easy log in with your email address and password. Verify your information and click on “proceed”.

  • Choose your shipping-method
  • Choose your payment-method by clicking on the button or the image and follow their instructions
  • Your order is finished, you receive an you receive an order confirm by email

Ordering without an account

  • Insert your information and check again if it’s correct
  • Choose your shipping-method
  • Choose your payment-method by clicking on the button or the image and follow their instructions
  • Your order is finished, you receive an you receive an order confirm by email

DELIVERYTIME

To deliver the highest quality possible and to make sure you receive a good (working) product we use a delivery timescale of 4-6 weeks. This timescale starts when we received your order with a full payment and eventual an agree on the digital proof.
An exception applies if you have chosen to pay afterwards with Klara

CHANGING YOUR ORDER

Always check the order and your details carefully before completing the order.

If you want to make a change? Please let us know as fast as possible by sending email (info@heliosdartsupply.com)

! Always note your order number.

It is possible that your order, because of a change in amount or color, gets more expensive. In answer on your email about the change we will inform you

If you agreed to digital proof(s), changes are no longer possible.

Where people work, mistakes are made. Please check the digital proof(s) carefully for spelling and details in the design.

CANCALING YOUR ORDER

Canceling your order is only possible when we you haven’t agreed yet on a digital proof.

If you want to cancel? Please let us know as fast as possible by sending email (info@heliosdartsupply.com)

! Always note your order number.

We will refund your payment within 14days.
When you cancel an order and already received a digital proof, design costs will be deducted as compensation from the total amount. So, you will receive a part of your payment back. Costs are different for each product.

The design is copyrighted. These rights belong to the creator of the design. A design may not be copied or made public by anyone else without the permission of the creator

RETURNING YOUR ORDER

Within 14 days after receiving your product it is possible to return your product without giving a reason. But you need to let us know you want to use the right of withdrawal.

Shipping costs to return the product are for the customer. The risk of return is also for the buyer. We therefore recommend to send the product by registered or insured post.

Excluded

Our general terms and conditions and the dutch-law describes that product manufactured according to consumer specifications, which are not prefabricated and which are manufactured on the basis of an individual choice or decision of the consumer, or which are clearly intended for a specific person are excluded from the right of withdrawal.

DESIGNING

Flights

You can upload your image.
Until we have the option to create your own flight on our website, we will make a digital proof for you. We send the proof by email to check. After an agree we take your order in production.

Are you unable to make a design yourself? We are happy to make a design for you.

Click on the checkbox for creating a custom design.

Custom- (Led)surround
During ordering you can note your wishes and upload images, logos etc.
Based on this information we make a design for you. We send the digital design by email for a check. You can tell us what you think of the design and if you want things changed. After an agree we take your order into production.

Custom-Shirts
During ordering you can note your wishes and upload images, logos etc.
Based on this information we make a design for you. We send the digital design by email for a check. You can tell us what you think of the design and if you want things changed. After an agree we take your order into production.

SHIPPING

FREE SHIPPING

Why we don’t offer free shipping

This is very simple:  the costs who are made to ship a parcel need to be paid in one way or another.

Most web-shops who offer free shipping, calculate these costs as a raise in their sales price of their products. We can do that to and pretend we don´t charge the shipping costs.
But we think it’s unfair to do, because when you order multiple products you pay more of these costs.

We love to keep it open and transparent.

SHIPPINGMETHOD

Delivery by PostNL

Your order will be delivered by PostNL on working-days between 09:00 am and 9:30 pm and on Saturday during the day. When you are not at home at the first delivery attempt. Your package will be (if possible) delivered at the neighbors. If this isn’t possible your package will be delivered at the nearest pick-up point the next working day. You will receive a message about this in your mailbox.
The package will be 7 days available for pick-up.

Shipping-options in the Netherlands 

  • Mailbox package (own risc) €4,10
  • Standard shipping with track and trace (insured) from €6,60
  • Pick-up: Mientweg 42A, 1732LE Lutjewinkel

Shipping-options outside The Netherlands

  • Standard shipping with track and trace (insured)

The rates are different for each country. At the shopping cart you can recalculate the shipping cost for the right country.
Under the shipping heading you click on “calculate shipping”, enter the country and the correct shipping costs will be shown

Pick-up at a PostNL location

When your package is shipped, you can enter a change to have your order delivered to a PostNL parcel point.
You can pick-up your parcel when and where you want. Most PostNL parcel points are also opened in the weekend.

Pick-up at the shop

 It is possible to pick-up your order in our shop on Saturday between 10:00-12:30 h and 13:00-17:00h or by appointment.
When you choose to pick-up at the shop we will send you a message when your order is ready.

FOLLOW YOUR PARCEL

When your order has been shipped, you’ll receive an email with a track and trace. You can follow your parcel and if you want, change the delivery.

Your parcel will be offered once. If you are not at home, the package will be delivered (if possible) to the neighbors. If this isn’t possible, your parcel will automatically be delivered to the nearest PostNL collection point the next working day. You will receive a message in your letterbox. You can pick-up the parcel within 7 days on presentation of your ID.

DELIVERY IN THE NETHERLAND

Mailbox packages

 PostNL delivers your mailbox packages with the general mail on Tuesday till Saturday. You don’t need to stay home to receive the package.

 Standard packages

Shipped on:                  Delivered on:
Monday                        Tuesday
Tuesday                        Wednesday
Wednesday                  Thursday
Thursday                      Friday
Friday                           Saturday
Saturday                      Tuesday
Sunday                         Tuesday

DELIVERY OUT OF THE NETHERLANDS

Do you want to deliver your article in or outside Europe?

This is no problem but there are countries excluded from delivery by PostNL

Afghanistan, Bhutan, Brunei, Ecuador, Yemen, Laos, Libya, Nauru, Nicaragua, East-Timor, Solomon Islands, Syria, Tajikistan, Turkmenistan

When will your parcel be delivered?

In the EU (country – delivery time in working days)

You don’t need to pay import duties or taxes

Austria; – 3-5
Belgium; – 1-3
Bulgaria; – 4-8
Cyprus; – 4-10
Croatia; – 3-8
Czech Republic; – 3-6
Denmark; – 2-7
Estonia; – 4-9
Finland; – 3-8
France; – 2-5
Germany; – 2-4
Greece; – 3-10
Hungary; – 2-6
Ireland; – 2-6
Italy; – 2-7
Latvia; – 3-8
Lithuania; – 4-9
Luxembourg; – 1-3
Malta; – 3-8
Poland; – 3-6
Portugal; – 3-8
Romania; – 3-9
Slovenia; – 2-7
Slovakia; – 3-6
Spain; – 3-8
Sweden. – 2-6

Exception countries in the EU (country – delivery time in working days)

It is possible you need to pay import duties and/or taxes

Åland Islands – 3-6
Andorra – 3-8
Büsingen- 2-6
Campione d’Italia – 3-7
Canary Islands – 3-9
Ceuta – 3-8
DOM – 2-7
(Departments d’Outre-Mer)
Heligoland – 2-8
Livigno – 3-7
Lake Lugano – 2-7
Melilla – 2-7
Monaco – 2-7
Mount Athos – 3-10
Northern Ireland – 2-5
San Marino – 3-8

Outside the EU

The shipping time varies from 4-25 working days.

You can send us an email (info@heliosdartsupply.com) to receive more information about a specific country

It is possible you need to pay import duties and/or taxes

RECEIVED A DAMAGED ITEM

Despite our care, it is possible you received a damaged package.
When it appears that there is damage on your product caused by, during or at the transport, you need to inform us as soon as possible but within 5 days.

We ask you to do by email and send us pictures of:

  • The entire package where the package label is visible
  • An opened package where we can see inside and the inner-packaging
  • All types of inner-package
  • details/close-up of the damage on the article
  • The entire product.

PAYMENT

IDEAL + IDEAL QR (only available in the Netherlands)

allows you to pay for your order safe and easily, whether or not by scanning the QR code with the app of your bank.

As a user of internet banking, you can use iDEAL directly, without having to register for it.

iDEAL is supported by:

ABN AMRO Rabobank
ASN Bank RegioBank
bunq SNS Bank
ING Triodos Bank
Handelsbank Revolute
Knab Van Lanschot Bankiers

  When you online want to pay with iDeal,  most webshops use the iDEAL-logo to let you know you can use this payment method.
If they offer iDEAL-QR you see the new iDEAL logo. When clicking on the new logo you immediately can scan the QR-code with the app of your bank and pay.

DIRECT BANKTRANSFER

; By email you receive an email of Buckaroo, the payment system behind our webshop. In this email you can find all the information to make the transfer.

PAYPAL

With PayPal you can pay your order safe, quick and easy. PayPal supports different payment methods like creditcard, by bankaccount or your PayPal balance

KLARNA (available soon)

Pay after delivery; The payment term of 30 days starts after shipping. No interest rate or extra

INVOICE (B2B)

; As a company you can email your order, we proceed this into an invoice and email this back to you.

Is you company located outside the Netherlands? We also love to receive your registration number and (eventual) your VAT number.

When we receive the full payment and eventual an agree on the digital proof we take your order into production.

SERVICE AND WARRANTY

WARRANTY CONDITIONS

Every product comes with a legal warranty as standard. This means that we guarantee that an item is in good condition and should function properly under normal use as you may expect.

Procedure

Product bought in our webshop or in our physical shop;
It is to bad that your product isn’t functioning as it should be.
If it appears that a product shows defects immediately after receiving, you must contact us as soon as possible, but within 5 days for a good solution.

We ask you politely to also send us pictures of;

  • detailpicture/close-up of the damage on the product
  • Pictures of the whole product

When you bought one of our products at a partner company, we ask you politely to contact them.

COMPLAINS

Despite our efforts it my happen that you aren´t be happy with our products and/or service. If this is the case, we ask you politely to inform us by email. You always will receive a response as soon as possible and within 14 days

To announces your Complains

  1. Contact our customer service to try to solve your complain as soon as possible.
  2. Still not satisfied; Please email your complain to backoffice. We will reassess your complaint and, if possible, try to offer you another solution
  3. If you are still not satisfied; it is possible to contact the Dutch Home-shopping organization by there website
  4. If it is not possible to come to an agreement, in our history it hasn’t been occurred, but to we have to inform you. For more information you can go to www.sgc.nl
  5. It is also possible to go to the Disputes Committee of the European ODR platform. The decision of the Disputes Committee is binding

TERMS AND CONDITIONS

Click here to go to the terms and conditions

PRIVACY AND COOKIES

Click here  to go to the policy