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Customer service

Welcome at our customer service page! Looking for an answer on your question? Check below the frequently asked questions.

Is your question not there? You can always contact us trough webshop@nacrasailing.com or give us a call at +31703382900.

Frequently asked questions

Return

If you would like to return a product bought in the Nacra Sailing Web shop,
please follow the steps below.

  1. Fill in the details below, so we can process your return quick.
  2. Send a copy of this form to parts@nacrasailing.com, and add a copy to the package.
  3. After we received the package, we will process your return.
  4. The amount will be returned to your account with 14 days after we received the products returned.

Please note that;

  • According your general terms and conditions, all return cost are on the account of the customer.
  • If the Consumer exercises his right of withdrawal he shall notify the Entrepreneur unambiguously with the standard form for withdrawal within the period of reflection.
  • The Consumer shall return the product or deliver it to (the authorized representative of) NSH as soon as possible but within 14 days counting from the day following the notification.

Click here to download the document you need.

According your general terms and conditions, all return cost are on the account of the customer.
You are free to return the product in person to Nacra Sailing or to one of our representatives.

The return address is;
Nacra Sailing B.V.
T.a.v. Webshop return
Hellingweg 108-116
2583DX Den Haag,
The Netherlands.

Or return your product to your local dealer.

Very simple, we will let you know! Also you can check your tracking code. But normally we receive returned products with 5 working days after returning.

Within 5 working days after receiving the returned items, we will process your return. You can follow the status of your return in your personal account.

After we received the return, we will refunded your within 14 working days.

Yes you can, your dealer is there to help you out. Fill the dealers name and address in for the return address. We will inform the dealer that is the package is on the way.

In the basics you can return all products, however, keep in mind the following;

  1. Products manufactured in accordance with the Consumer’s specifications which are not prefabricated and which are produced on the basis of a Consumer’s individual choice or decision or which are intended for a specific person;
  2. Perishable products or products with a limited durability.
  3. Sealed products which are, but not limited to, for health or hygiene reasons not suitable for being returned and of which the seal was broken;
  4. Products which for their nature are irreversibly mixed with other products;
  5. Sealed audio and video recordings and computer programs of which the seals were broken after delivery;
  6. Newspapers, periodicals or magazines, with the exception of subscriptions to them;
  7. The delivery of digital content other than on a physical carrier, but only if:

a. the performance was started with the Consumer’s explicit prior consent;

b. the Consumer stated that he will lose his right of withdrawal by doing so.

13. Sails of which the packaging was opened and/or seals were broken after delivery.

Payment

You can pay online, on a secured page. You can chose to pay with Ideal, Credit card (Mastercard & Visa), PayPal or a bank transfer. For paying with credit card or PayPal, additional cost can be applied.

Yes you can pay with your credit card. Only American Express Card is excluded. The limit for ordering with your credit card is €2500. This is due of security issues. If you order amount is higher then €2500, you can make a bank transfer.

Of course that is possible. Please note only the reference that is noted in the invoice email.
We work together with a company, Stichting Mollie Payments, for processing the online payments. They can only process your payment with your reference noted. When you add personal comments, the transfer can not been process. This will results in a return of the amount on your account.

When you have a valid discount or coupon code, you can apply this in your shopping cart. Fill it in at the box coupon code. The discount will be automatically acquit when the code is valid.
It could be possible that a code is only valid on specific products or products groups.

When the products are send out, you can find the invoice in your personal account. We will also send you the invoice by email.

The amount will be returned to your account with 14 days after we received the products returned.

Ordering and delivery

Basic delivery lead time is 2-3 weeks. When possible, we will send out the products earlier.
When the package is been collected, you will get a tracking number by email.

We have a lot of products, that comes from a different supplier. Sometimes we need to order a product specially for you. That results in a longer delivery lead time. When possible, we will send out your order earlier. Most of the packages are been send out within a week.

When your package is been collected, a tracking code will be send. We send our products with DHL, TNT EXPRESS, UPS and FedEx.

Unfortunately we can not do that. Our packages are normally no basic size, so transport cost are a bit higher then you are used to. We pack our packages as small as possible, to save on transport.

Of course you can! Our dealers are there to help you out. It is always helpful if you inform your dealer, that a package is coming.

After an order is been placed, there are no changes possible.

The parcel services we work with, will do their best to handle your package with care. Unfortunately, it can happen that your package is been damaged during transport. When you receive your package, please check it carefully before signing on delivery. If the package is damaged or parts are missing, we can only help you out with its noted when signing for delivery of the package.

Send you email to webshop@nacrsailing.com  and we will help you further. It’s very helpful if you can add pictures of the damage in the attachment. As each case is different, we will take it case by case.

My account

To activate your account, you will have to reset your password. Please use the email address that is know at Nacra Sailing. You can simply use the option ‘’forget your password’’ to reset your password.

When you are logged in, you can easily chance your standard billing and shipping address. Go to your account, use the option addresses. There you can adjust the details that you would like to change.