General Shipping
(Domestic & International)

1. General Shipping (Domestic & International)

1.1 Location

Our main facility is located in Haarlem. Orders are shipped from there unless we act on behalf of a manufacturer; in that case, your shipment departs directly from the factory.

1.2 Shipper

We ship from Monday through Friday. Orders placed before 12:00 PM on a business day are handed over to the carrier (DPD or PostNL) the same day, provided it is not a public holiday or there are no exceptional circumstances.

1.3 Pickup in Haarlem

• Self-pickup: If you choose to pick up your order yourself in Haarlem, you pay no shipping costs.
• From the moment the order is handed over to you, you are fully responsible for transport and any damage.
• Pickups are by appointment; send an email to sales@aquastar.network to arrange this.
• By signing, you agree that we bear no responsibility after handover.

1.4 Packaging Guidelines

• We use recycled cardboard and eco-friendly packing materials wherever possible.
• Environmental Note: our packaging consists of at least 80% recycled cardboard (FSC-certified).
• Remove any double layers of tape and plastic wrap after receipt and recycle everything according to local guidelines. We encourage you to separate and recycle materials after receipt.

2. Domestic Shipping (Netherlands)

2.1 Shipping Costs & Free Shipping

• We apply a flat rate per zone.
• Oversize dimensions or surcharges: Not applicable for shipments within the Netherlands.

2.2 Delivery Time & Exceptions

• Standard delivery time: 1–2 working days (from the day of shipment).
• Orders placed before 12:00 PM on a business day are handed over the same day unless it is a public holiday or an unforeseen situation.

Exceptions to delivery time:

• During national strikes, extreme weather conditions, or holiday seasons (e.g., summer and Christmas holidays) delivery time may exceed 2 working days.
• For Wadden Islands and other remote areas, expect approximately 2 additional working days (ferry service, limited departures).

2.3 Liability & Insurance

• Once the package has been handed over to DPD or PostNL, the liability (for loss or damage during transport) lies with the carrier.
• Standard insurance: every shipment is insured up to €520.
• Damage or loss: we handle claims ourselves. Send us photos and the completed claim form (available via customer service) within 3 working days after receipt of your order.
• We will open an investigation within 3 working days and settle the claim (replacement or refund) within 14 working days.
• Additional insurance: we determine if extra coverage is necessary per shipment type and destination. You do not need to fill anything in; we handle it behind the scenes.

3. International Shipping

3.1 Zones & Destinations

We predominantly ship within Europe. We use a zone system (intra-EU, EU outside, UK, Scandinavia, Eastern Europe, etc.).

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3.2 Shipping Method & Service Level

• Carrier: always via DPD, routed through the SendCloud shipping platform.
• Alternative carrier: on request, another carrier may be used; any extra costs are at your expense.

3.3 Pricing Structure & Surcharges

• Flat zone rate: regardless of weight, we apply one rate per zone (see table above).
• Surcharges:
  
  • Fuel surcharge: up to 10% of the base rate, automatically applied via SendCloud/DPD.
  • Peak periods (Christmas, summer): surcharge may apply depending on the carrier.
  • Remote areas (e.g., Canary Islands, Azores): additional surcharge may apply.

3.4 Customs, Duties, VAT & Documentation

• Customer responsibility: all customs duties, import taxes, VAT, and local fees are at your expense.
• Threshold amounts:
  
  • Intra-EU: shipments under €150 have no additional import duties.
  • For Switzerland, UK, and other non-EU countries, rules differ; check local customs websites for current rates.
• Documents & formalities: we always provide a commercial invoice in Dutch, English, German, or French.
• For non-intra-EU shipments, we supply an export invoice with HS code, country of origin, gross weight, and net weight per item.
• You must provide your EORI and VAT numbers before shipment.
• We use Incoterm DAP (Delivered At Place): we handle delivery to the border (or a location you specify), including export formalities. You pay customs clearance, duties, and related fees.
• CE marking and export licenses: all our products are CE-certified, so no extra export licenses are required.

3.5 Delivery Times & Exceptions

• Standard delivery times:
  
  • Intra-EU: 3–5 working days
  • UK: 5–7 working days
  • Scandinavia: 5–8 working days
  • Eastern Europe (e.g., Romania, Bulgaria): 7–10 working days
• Exceptions:
  
  • Peak periods (Black Friday, holidays): delivery times can extend up to 10 working days; we are not liable for delays during busy periods.
  • Local public holidays in the destination country can extend delivery time; please monitor local holiday calendars yourself.
  • Customs delays: for countries outside the European Economic Area (e.g., Norway, Switzerland) we are not responsible for delays due to customs or import procedures.

3.6 Insurance & Liability

• Standard insurance: every international shipment is covered by the same €520 insurance via SendCloud.
• Additional insurance: no extra option under this policy; we decide if more is needed.
• Customs refusal: if shipment is refused (prohibited goods, incomplete documentation), return and clearance costs are at your expense. We accept the returned package and invoice you for the incurred costs.

3.7 Pickup & Packaging

Pickup & Packaging: same rules as domestic pickup; please refer to Section 1.3 and 1.4 for details.

4. Communication & Tracking

4.1 Track & Trace

Email notification: you will receive an email with the tracking number and a link to the SendCloud shipping portal within 24 hours of shipment.

4.2 Force Majeure & Delays

• We use SendCloud for the status, but we cannot guarantee against:
  
  • Natural disasters
  • Pandemics or global crises
  • Political unrest or carrier strikes

In such cases, we remain in contact via email if we receive signals of prolonged delays.

5. Returns, Claims & Exchanges

5.1 Claims for Loss & Damage

• Claim submission deadline: you have up to 3 working days after receipt to file a claim for damage or loss (national and international).
• Send a completed claim form and clear photos to our customer service at sales@aquastar.network.
• Processing:
  
  • Within 3 working days after receiving your claim you will receive confirmation.
  • We investigate and provide a final decision within 14 days.
  • Depending on the outcome, you will receive a replacement or refund (via the original payment method).

5.2 Return Policy (Domestic & International)

• General: all products may be returned, except custom orders or installed parts.
• Procedure:
  
  • Submit a return request within 14 days of receipt via sales@aquastar.network.
  • We will send you a return label if applicable (international: you may need to arrange the label yourself).
  • Ensure the product is unused, undamaged, and in original packaging when returned.
  • Costs: return costs are paid by the customer unless the return is due to an error on our part. In that case, we cover the costs.
• No restocking fee: you will receive a full refund of the purchase price (excluding original shipping costs) if all procedures are followed.

5.3 Exchanges

• Once we have received the incorrect item, we will send you the correct one and invoice shipping costs for the new shipment.
• Exchange request deadline: within 7 days of receipt. After that, the right to exchange expires.

6. Special Situations & Exceptions

6.1 Peak Periods

• During peak times (such as Black Friday, summer, and Christmas holidays) delivery times can extend up to 10 working days.
• For the most current delivery times, check SendCloud, as they provide real-time updates on carrier volume.

6.2 Special Delivery Options

• We do not offer pick-up points with PostNL/DPD, evening or Saturday delivery, or delivery by appointment.
• For large or heavy products, we do not offer pallet shipment via the standard procedure; this is not applicable. For project shipments, contact us for a custom quote.

7. Contact & Customer Service

7.1 Opening Hours & Contact

• Monday to Friday from 09:00 to 18:00.
• Email: sales@aquastar.network
• Phone: +31 23 205 2800
• WhatsApp: +31 6 4816 2155
• Claims or return inquiries: via sales@aquastar.network

7.2 Escalation & Investigation

• If your shipment is stuck for more than 14 days, we open an investigation via SendCloud/DPD immediately.
• You will be informed of progress within 2 working days.
• If you still have no update after 7 days, file an official claim via the Returns Portal or call us directly.

8. Legal Aspects & Disclaimers

8.1 Integration with Terms and Conditions

• This Shipping Policy is separate from our Terms and Conditions; we refer to the T&Cs for anything not related to shipping.
• For full terms, see: www.yourdomain.com/terms-and-conditions

8.2 Privacy & Data

• Track & trace data is shared exclusively with you via email. We do not provide it to third parties, except carriers necessary for delivery.
• We retain shipping and tracking data for up to 6 months in our system, in accordance with GDPR.
• For detailed information on our data usage, see our Privacy Policy at www.yourdomain.com/privacy-policy