Frequently Asked Questions (FAQ)

Here you can find answers to the most frequently asked questions...
 
 
Products
 
Your goods are much cheaper than elsewhere - is this a sign of poor quality?
No! We put great pride in only selling products of the finest quality. The reason for our low prices is that we have minimised our costs as much as possible. For example, we have no physical stores or warehouses.
 
Do you sell other products than those to be seen on www.agoons.com?
All our products are online at www.agoons.com, but we are always interested in expanding our product range according to our customers' wishes so you are very welcome to send product suggestions to us at info@agoons.com.
 
Can I get professional advice before I order?
Yes, we place great emphasis on first class customer service before, during and after your purchase - so just ask away, we're here to help.
 
Can I see/try the product before I buy?
We have neither physical stores nor warehouses, so it is not possible to come and see/try the product before you buy. We always do our utmost to provide as accurate and detailed description of the products as possible, but please remember that you always have 14 days right to return the product if it does not live up to your expectations.
 
Payment
 
Which payment methods can I choose from?
We accept Visa, Visa Electron, MasterCard, Maestro, JCB, American Express and bank transfer - we charge no payment fees, regardless of payment method.
 
Do any fees apply when purchasing at your store?
No. We pay all payment fees, no matter which payment method you choose.
 
When do you charge the money from my credit card?
We will not charge the amount from your payment card until the goods have been dispatched from us. You will receive an e-mail from us when this happens.
 
Delivery
 
How long is the delivery time of my order?
The delivery time varies from product to product, but the expected delivery time can be located in the product description.
 
Why don't you send my goods immediately?
We have no stock, so some waiting time is unavoidable. However, most orders are dispatched within a few days. Remember that you can always see the expected delivery time in the product description before ordering.
 
Can I be sure to get my goods when I have paid for them?
Yes! We only deliver through reliable transport companies. And we will send you an e-mail when the goods have been dispatched from us. More often than not this e-mail will include a track & trace link so you can track your goods.
 
Is it possible to pick up my purchase myself and save on the shipping costs?
No, unfortunately this is not possible.
 
Which company delivers your goods? And are they reliable?
Smaller shipments are typically sent by GLS, while larger shipments are sent by various different shipping companies. We only use reliable shipping companies that can live up to our high quality and service standards. Should you experience problems with shipping, please feel free to contact us at info@agoons.com so we can resolve the problem and avoid similar problems in the future.
 
What happens if I am not home when my goods are delivered?
Smaller shipments: The GLS driver will leave a note with instructions on how to arrange a new delivery date (of course without any extra costs to you). Alternatively, your goods can be picked up at a GLS depot or GLS ParcelShop.
Larger shipments: The shipping company will contact you prior to delivery to arrange a delivery time and date that suits you. If you are not home at the agreed delivery time and date, you may be charged for the additional cost of a new delivery (additional information will be available with individual shipments).
 
Can I track my order?
Smaller shipments: Yes. When your order has been dispatched, we send you an e-mail containing a copy of the delivery note and a track & trace web link so you can track the shipment.
Larger shipments: Unfortunately it is not possible to track larger shipments at the moment, but we will always send you an e-mail containing a copy of delivery note when your order has been dispatched. You will always be contacted before delivery in order to arrange a delivery time and date that suits you.
 
Returns
 
I have received delivery and used my goods, but I am not satisfied with them. Can I return my goods and get my money back?
Yes, you always have a 100 days right to return guarantee (excludes custom made goods). Goods must be returned in the same condition as they were received. Please pack the goods carefully to avoid damage during transportation.
 
Where should I send my goods for return?
You can send the goods for return to our office or warehouse address. However, please contact us prior to the dispatching of your goods for return to ensure you send all goods to the correct address.
 
How do I return an item?
It is your choice how you want to return an item, but we recommend that you use a reliable shipping company that can supply you with proof of delivery. Return shipping is your responsibility, but we will gladly assist you when possible.
 
Who pays the return shipping?
The cost of return shipping is your responsibility, but the cost for the original delivery will be refunded to you along with the price of the returned item.
 
Miscellaneous
 
I have not received any order confirmation from you - have you forgotten me?
First, please check your spam folder as e-mails from unknown e-mail addresses sometimes end up there. Normally we send order confirmation within 24 hours (working days), but in some cases it may take a little longer to have the expected delivery date confirmed.