Information Collection, Use, and Sharing
Where do you deliver?
Purchases from this Website will be dispatched from the Netherlands unless you are informed about another dispatching address.
How much does delivery cost?
Shipping is free for the Benelux area (Netherlands, Benelux, Luxembourg). For other countries the shipment cost is 15€. Orders over 250€ will be free shipping regardless of the distance. We work with PostNL and its relevant partners in each country.
How quickly will you dispatch?
Almost all carriers and accessories are held in-stock at Neko Slings and dispatched within 24 hours, Monday to Friday, with weekend orders dispatching on a Monday (or Tuesday after a bank holiday).
Selected items are available for pre-order and dispatch/delivery times for these products are clearly displayed on the individual product pages above the order box (further details below).
What if I’m not in when you attempt delivery?
Don’t worry – the lovely gents (& ladies) at Delivery services will leave a card saying they’ve called but no-one was at home. There should be a phone number for you to ring and arrange a more convenient delivery day/time.
What is your return policy?
We have a no quibble return policy, which does exactly what the label says. If you want to return/exchange an item, then just notify us within 14-days of receipt (by phone or e-mail) and you then have up to 30-days to return the item/s. However, this does not apply to products which are made to order or personalised – these cannot be returned unless faulty.
All items returned must be suitable for resale – unused/unwashed with tags intact and the product presented in the original box with manual intact and undamaged. Unless faulty, you will be responsible for the cost of return postage. A 5€ administration fee** will also be deducted to cover original dispatch costs & re-stocking if you inform us of your intention to return after 14-days.
PLEASE NOTE:** if a returned item is not presented as received or the product box (or manual) is damaged, an additional €2.50 will be charged to cover a new box and manual, in addition to staff time to prepare and repack – €7.50 administration fee in total. Please take care when preparing your order for return. Many thanks.
Upon receipt of the returned item we will issue a full refund for the cost of the item, less administration fee,* to the credit/debit card or PayPal account used for the original purchase transaction.
We politely recommend you obtain proof of posting for all returns/exchanges; further details below in ‘Instructions for Return or Exchange’.
NB: We cannot refund or credit worn/washed goods unless faulty. Please be certain of your choice before washing or using.
What about Faulty or Damaged items?
We apologise if your order has arrived in an unsatisfactory condition.
If an item is found to be faulty or damaged when received, please inform our customer service team immediately. We will then provide a pre-paid return label and on receipt of the faulty item, a like-4-like replacement. If the item is out of stock, you will be offered the option to choose an alternative when new stock arrives or a full refund so you can purchase the item elsewhere.
USED PRODUCTS UNDER 1-YEAR WARRANTY
All carriers sold by Neko Slings are also covered by a 1-year warranty against defects in materials or workmanship. We stand behind the products we sell and will either repair your carrier, provide a like-4-like replacement (assuming your print choice is still available) or offer an alternative print/refund.
Proof of purchase will be necessary on all occasions.
Our returns policy does not affect your statutory rights.
How quickly will I receive my refund?
Refunds are processed within 5 working days of the goods being received by Neko Slings. You should receive an automatic bank/PayPal notification when your refund has been actioned. If this is not received within 7-10 days of your return, please contact us by telephone or e-mail.
Instructions for Return or Exchange (inc. Hire Carriers)
To return an item, turn the delivery bag inside out (or use an alternative waterproof dispatch bag), place your item inside with your purchase details*, tape firmly shut and apply a return label.
(*)Your purchase details should include:
- Your name, address & telephone number
- Date of purchase & order number
- Reason for return/exchange
If returning an item for exchange, also include:
- Your replacement color, print or product details
Return postage is the responsibility of the customer, although you will be reimbursed if an item is found to be faulty. When returning items you are strongly recommended to obtain proof of postage and use a ‘signed for’ service as Neko Slings cannot be responsible for parcels lost in transit.
PLEASE NOTE: when exchanging an item, we will refund the price difference between your item and a lower cost one or request extra payment to match the price of a more expensive item. If the alternative product choice is of a higher value, we will refund the full price of the returned product and invite you to re-order your new item choice which then results in a receipt for the correct product.
Where should I send my returns?
5627DH Eindhoven, Netherlands
It is mandatory to send the track&trace number to: [email protected]virasling.nl. Our company is not responsible for the packages lost in shipment. Refund is only possible when the product is returned in good condition as it was before.
Our returns policy does not affect your statutory rights as a consumer.
Right to Cancel
Under the Distance Selling Regulations 2000, you have a cooling off period during which you are entitled to cancel your purchase if, for any reason, you decide you no longer want the goods you have purchased at a distance, i.e. via Internet or telephone.
This is an additional right and does not affect your statutory right to reject faulty goods. This does not however, apply to products which are made to order or personalised – these cannot be returned unless faulty.
Please notify us of your intention to return the goods within the 7-day cooling off period by e-mail: [email protected] or alternatively, in writing to:
5627DH Eindhoven, Netherlands
If you cancel the contract but do not return the goods to us in the condition they were in when delivered to you or do not pay the costs of delivery, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you.