Customer Service

CUSTOMER SERVICE

 

 ORDERING 

 

You can order from Highleytall as follows: Select the required size and colour and add the product to your shopping cart. In a new page, you will be shown the shopping cart with the product which has been added. You can then choose to continue shopping or to complete your order. When you have finished shopping, go to your shopping cart and select checkout. 

 

You can then choose how to register: by logging into your account or placing your without an account. Creating an account ensures that you will only have to enter your details once and you will always be able to look up past and current orders. The next time you order, you will only have to log in and all the details will appear automatically on the screen. 

 

Enter your name and address details in the payment details section. You can also have the clothing delivered to a different address. If you would like to do so, click this option at the bottom of the page and then enter the delivery address. Under delivery option, you will see the pastage costs for this order.

 

You can choose how to pay on the payment details screen. On the right-hand side of the screen, you will be able to see all the steps in the payment process. All the steps can be changed before you place your order.

 

 Withdrawal

Do you wish to withdraw your purchase? No problem. This is possible within 14 calender days. You can use the form below or with the form enclosed with the shipment.


Appendix I: Standard form for withdrawal

 

Standard Form for Withdrawal

 

(Complete this form and return it only when you want to revoke the agreement)

 

-                To:   [Entrepreneur’s name]

               [Entrepreneur’s geographic address]

               [Entrepreneur’s fax number, if available]

               [Entrepreneur’s email address or electronic address]

 

 -                I/We hereby inform you that I/we wish to revoke our agreement on the sale of the following products: [specification of the product]*

        the delivery of the following digital content [specification of the digital content]*   the performance of the following service [specification of the   service]*

 

 -                Ordered on*/received on* [date of ordering the services or receiving products]*

-                [Consumer’s name]

-                [Consumer’s address]

-                [Consumer’s signature] (only when this form is submitted on paper)

 

 *) Delete and/or complete where appropriate.

 

 

PAYMENT 

 

You can use the following payment methods:

- Creditcard ( Visa and Mastercard)
- Paypal
- Bank Transfer
- Mister Cash
- DirectEbanking/ Sofortüberweisung
- Maestro
- Cash on delivery (in Netherlands only, additional fee € 10,-)

 

For the payments with IDeal, Mister Cash and DirectEbanking/Sofortüberweisung we cooperate with payments service provider Card Gate Plus. They arrange that the payments are done in a secure environment. More information on Card Gate Plus can be found on www.cardgate.com, or contact us for additional information. 

 

For banktransfers, the details of our bankaccount are:

 

Accountnumber: 1232.90.821Accountname: HighleyIBAN: NL71 RABO 0123 2908 21BIC: RABONL2U

 

After we have received the payment, we will send your order as as soon as possible.


DISPATCH AND DELIVERY 

 

Our parcels are sent via PostNL. Small parcels, for example socks, will fit through your letterbox. Larger parcels will be sent via the PostNL Parcel Delivery Service. 

Our postage costs are as follows:

 

COUNTRY

LETTERBOX

PARCEL

FREE DELIVERY FOR ORDERS EXCEEDING

NETHERLANDS

€ 2.00

€ 5.00

€ 70.00 

EUROPE 1

€ 4.00

€ 13.00

€ 125.00 

EUROPE 2

€ 4.00

€ 19.00

€ 150.00

EUROPE 3

€ 4.00

€ 25.00

€ 250.00

ROW 

€ 7.00

€ 35.00

€ 250.00

 

Europe 1: Belgium, Luxemburg, France, Germany, Austria, Great Brittain, Denmark, Sweden, Spain, Italy

Europe 2: Norway, Finland, Estonia, Latvia, Lithuania, Poland, Ireland, Czech Republic, Slovakia, Slovenia 

Europe 3: Portugal, Greece, Cyprus, Malta, Switzerland, Liechtenstein, Iceland, Channel Islands, Croatia, Macedonia, Bosnia-Herzegovina, Turkey 

World: USA, Canada, Israël, South-Afrika, Australia, New-Zealand, Brazil, Argentinia.

 

Is your country not listed? Please contact us for your exact shipping rate. Please note that our customers are responsible for all duties, taxes, and fees for international shipments.


EXCHANGES AND RETURNS 

 

We try to make the dimensions of the items as clear as possible on the product pages. Nonetheless, if you have ordered the wrong items, you may of course exchange it. We only accept returns which have been notified to us in advance. You must therefore contact us within 14 days to tell us which order and item of clothing are involved and which size or item of clothing you would prefer in exchange. You must return the unworn clothing, together with the original labels and if possible, in the original packaging, within 14 days. Do not forget to put sufficient postage stamps on your parcel.  After we have received the returns, we will send you the correct clothing. We will pay the postage costs for this second delivery. This means that we share the costs of goods being returned to us.

If the clothing still fails to meet your expectations, you can return it within 14 days. We only accept returns which have been notified to us in advance. Please contact us to tell us which order is involved and which items of clothing you wish to return. We only accept returns of unworn clothing, together with the original labels and if possible, in the original packaging. Do not forget to put sufficient postage stamps on your parcel.  We will refund the purchase amount within 14 days after receiving your notification of the return (and having received the items as well) 


VIEW YOUR ORDERS 

 

We will keep you informed of the status of your order by email. After you have placed your order, we will send you a confirmation email. We will also send you a confirmation once we have dispatched your order.

If you have an account, you can also view the status of your order at any time in your account information.


PRIVACY AND SECURITY 

 

We take privacy and security very seriously. Payments take place via a secure connection. We will only use your details to inform you about orders, promotions and special offers. Customer details will never be passed on to third parties. When you create an account, you will be asked for a password. Be careful and do not tell anyone else your password. This will keep your details safe.


UPDATING YOUR ACCOUNT INFORMATION 

 

Your account overview shows your recent orders, contact details and delivery addresses. Log into your account to change your details at any time.