Shipping and returns

This page brings together everything that happens to your order after checkout: what shipping costs, when your parcel arrives, and what to do if you decide not to keep it or if something is wrong.

Where we deliver

We deliver in the Netherlands and Belgium. You can't select any other country at checkout. Live elsewhere and still want to order? Email us first at info@birdstopper.nl.

Shipping costs

  • Shipping costs €4.99 including VAT per order, to the Netherlands and to Belgium.
  • Order for € 50 or more and shipping is free.
  • That € 50 threshold always includes VAT. If you switch the prices on the site to excluding VAT, that changes what you see, but not when free shipping kicks in.
  • The amount applies per order, not per roll. However many rolls you order, the shipping costs stay the same.

Your cart shows how far you are from the € 50. At checkout you'll see the final amount.

Delivery time

We ship from our own warehouse in Nieuw-Vennep. These are the times we work with:

  • Ordered Monday to Thursday before 20:00: delivered the next day.
  • Ordered Monday to Thursday after 20:00: shipped a day later, so delivered the day after tomorrow.
  • Ordered Friday before 15:00: delivered on Saturday.
  • Ordered Friday after 15:00, Saturday or Sunday: shipped on Monday, delivered on Tuesday.

On the product page and at checkout, the site calculates this for the exact moment you are looking, so the text shown there is always correct at that moment.

The carrier handles the actual delivery, and we have no control over that. So we can't rule out a delay of a day. By law, we always deliver within 30 days of your order. If we can't, we'll let you know and you may cancel the purchase free of charge. You'll then get your money back within 14 days.

Tracking your parcel

As soon as your order leaves the warehouse, we'll email you the carrier's tracking code. You can use it to follow your parcel yourself. Haven't seen the email? Check your spam folder, and if it isn't there, email us your order number.

Not at home, or wrong address

If nobody is home, the carrier will try again or leave the parcel with a neighbour or at a pickup point. You can arrange anything else directly with the carrier via your tracking link.

Entered the wrong address? Email us as soon as possible. If the parcel is still with us, we'll correct it. If it has already left, it will usually come back to us and we'll then send it on to the right address.

Cooling-off period: 14-day right of withdrawal

You're buying from us at a distance, so by law you have a 14-day cooling-off period. Those 14 days start on the day after you receive your order. If your order consists of several parcels, we count from the day after the last parcel arrives.

How to let us know

  1. Within those 14 days, send a message to info@birdstopper.nl with your order number and what you want to return. You don't have to give a reason. You may use the statutory model withdrawal form for this, but you don't have to.
  2. We'll send you a confirmation and the return address.
  3. Then send the product back within 14 days. Keep your proof of postage.

What you may do with the product

You may examine and assess the product as you would in a shop. If you go further than that, for example by shortening the roll or fitting it on your roof, the product loses value. We may deduct that loss in value from your refund. So please return the brush in one piece, preferably in its original packaging.

What you get back

  • The full purchase price of whatever you return.
  • The shipping costs you paid with your order, if you return the entire order. If you only return part of it, those shipping costs are not refunded.
  • We refund within 14 days, counting from your notification. We may wait until we have received the product back or until you have shown that you have sent it.
  • You'll be refunded via the same payment method you used, unless you agree something else with us. We don't charge anything for this.

The cost of returning

The cost of sending the product back is yours. That is the general rule under the law, and we stick to it.

Damaged, wrong or incomplete delivery

If something isn't right with your order, we'll sort it out at our expense. Email us within a few days of receipt at info@birdstopper.nl, with your order number and a photo of the problem. You don't have to pay anything up front: we'll arrange the return shipment or send you the correct product free of charge. This arrangement is separate from your 14-day cooling-off period.

Guarantee

You are entitled to a product that does what you can reasonably expect of it. This is called conformity and it is laid down by law; you don't need a separate guarantee certificate. If a product turns out to be faulty, we will repair it, replace it or refund you. Wear from normal use and damage caused by incorrect installation are not covered.

Keep your invoice, as it makes proving your claim quicker. We also have your order in our own system, so your order number works too.

Exchanging for a different size

We don't have a separate exchange procedure. If you've ordered the wrong diameter or too few metres, register a return as described above and order the correct size again. That keeps things easy to follow for both of us. Not sure about the size? Use the size finder first or email us your measurements.

Return address

Always let us know about your return by email first, so we know it's on its way. The address is:

DealDonkey B.V.
Retour Birdstopper
Haverstraat 31
2153 GB Nieuw-Vennep
The Netherlands