In principle, all CombiPlay products are in stock, so the delivery time is 5 working days. If products need to be personalized, the delivery time will be stated on the order confirmation. If this unexpectedly takes too long, we request that you contact our office staff (088-8810855), we will then see if we can shorten this delivery time.

Orders placed in the webshop will be sent to the address entered immediately after receipt of payment. Since the vast majority of orders are in stock, shipping will generally take 1 day. For products that require assembly, this may take up to 3 days.

Are you not satisfied with the order?

We'll do our best to help you. 

If you cannot do it yourself, you can always contact us by telephone or email. 

+31 (0)88 – 88 10 855 or [email protected]

Can I return my items?

INDIVIDUALS (CONSUMERS)
We describe our return conditions below. The bottom line is that as a private individual you have 2 weeks to complete one standard item without giving a reason, but you will have to postage for the return shipment yourself and these costs will not be reimbursed. Custom-made items have no right of return.

BUSINESS ORDERS
There is no legal right of return for business buyers, but we do handle it reasonably. If the items are returned within 14 days, postage prepaid and in perfect condition, we will credit the delivery, minus € 10,- excl. VAT, for processing costs.

Return conditions in general:

1. Before standard items there is always a return period of 14 days. The return period starts on the day you receive the item. 
2. Items you return must be unused. (flawless)
3. Returns must be made postage prepaid. (will not be reimbursed)
4. Custom-made products cannot be returned. This concerns products such as a key ring with your logo, an engraving or a name badge with an engraved name.
5. Returned goods that do not reach us will not be reimbursed.
6. There may be a reduction in value if the item is damaged.
7. A partial shipment will not be accepted as a return. (partial shipments will not be reimbursed)

How do I return my items?

You can easily return items by registering them with us and sending the products to us. We have created a 4-step plan to help you get started. The costs of return shipping will not be reimbursed. Are you stuck? If that doesn't work, please contact us.

Tips:

• • Save your shipping receipt or email of your return. This allows you to trace the shipment if something goes wrong.
• • If you are unable to return the items via your account, please contact us, we will be happy to help you.
• • Pack the items in a well-sealed box so that the products cannot be damaged. 
• • Always send a note with your order number and name with the products you return to us!
• • Send your details and order number with the products you return!

Step 1 Check carefully whether you are entitled to return the items.

If you have any questions about this or are unsure about the return options, please contact us before posting the products.

Return conditions:
1. There is always a return period of 14 days for standard items. The return period starts on the day you receive the item. 
2. Items you return must be unused.
3. You cannot return custom-made products. This concerns products such as a key ring with your logo or a name badge with an engraved name.
4. See also the previously mentioned points (top)

Step 2 – Option 1: register your return with us online

• Log in to our website. Are you not a registered customer with us? No problem. click on my orders at the very bottom of the page, under the heading my account. Then press the 'forgotten password' button next to the 'log in' button. Request a password with the email address you used to complete the order. You will then receive an email to generate a new password. Click on the link and provide a password and then log in to our website.

• When you log in, you can see your placed orders directly under the contact details. Press the 'view' button behind the order for which you want to return products. 

• Indicate how many units of all products in the order you want to return and specify a return reason. Press the return button and your return has been registered!

Step 2 – Option 2: print and complete the returns form

Instead of registering the return online, you can also choose to do so return form to print and complete. You then put the form in the box with your return shipment. When we receive the form with the return, we will register the return for you.

Step 3 Send the products back

Send the items in a well-sealed box and add a piece of paper with your name and order number. The costs of return shipping will not be reimbursed.

Return address: 
CombiPlay Returns
Lijnbaan 45
1969 ND Heemskerk

If you want to return the products to us yourself, you can do so during our opening hours. Please register your return items first. 

Step 4 Refund

As soon as we have received your return, you will receive the credit note by email with the request for your IBAN details for further processing of your return. We aim to refund the purchase amount within 7 days of receiving the IBAN details.

What will I get refunded if I return items?

If you return all products in your order, you as a private individual will receive a full refund, including delivery costs of the original order. The costs of the return shipment itself will not be reimbursed. It is not allowed to partial shipments to return, in which case the depreciation is 100%. We see this especially at EVENTS, buying a lot of coins and then trying to return what you have left afterwards. 
This also applies to business buyers; partial shipments are not accepted.

As a business customer, you can return items prepaid within 14 days, provided they are in impeccable condition. We will then credit the original invoice, minus € 10 in processing costs.

What if my package is delivered damaged?

How annoying that you received the package damaged. Report this immediately to the delivery person and post a comment package damaged when signing for receipt. We would also like to be informed of this, you can always call or send an email with your details and clear photos. Then check carefully whether the items are also damaged.

What if my items are damaged, broken or delivered incorrectly?

We find it very annoying if this happens and would like to help you as quickly as possible. Please contact us within 2 working days.(+31(0)88 – 8810 855 or [email protected]) Please take photos and send them to us by email. We hope to find a suitable solution with you soon. To determine whether a custom-made product has been delivered correctly, we always look at the order confirmation and the artwork that has been approved. These are always leading. If you agree to Artwork where we have not drawn your wish correctly, we cannot change anything there and we cannot be held liable for this. So always check the Artwork carefully before you agree.

All our products are produced under so-called Toy Directive standards. This means that there are no harmful substances in our products. For products that are not suitable for use under a certain age, this is clearly indicated on the packaging.