How to order?
Our website has two methods for placing orders, through the online store (direct purchase) or through the order sheet, normally used to make estimates prior to purchase (professionals), or for large orders outside of the European Union. 1. Online store: If you want to place an order, follow these steps: Click on any item you want to buy (select the color and check the box that exists to add the hardware if you need it) and click ADD TO BASKET). Once all the products you want to buy have been added to the basket, choose the option to GO TO YOUR SHOPPING CART. Complete all the information required for delivery IF YOU ARE A NEW CUSTOMER and finalize your order by selecting the payment method. That way, your account is created automatically, and you can always log into MY ACCOUNT using your email and chosen password. You will also receive an order confirmation, as well as any details about your order by email. 2.- Order Sheet In this section, order sheet, you have access to a simple and fast way to place orders or send us your estimates to calculate a final price. Created especially for large orders or distributors, our online form allows you to get a quick view of the entire catalogue and specially to make big orders quickly, easily, and safely.
To request a preliminary or proforma budget, you must place a normal order through the web, select the bank transfer payment option and write in the comments field that you need a proforma invoice before making the purchase. Our commercial department will send you an email with a pdf in the next 24 working hours.
Shipping and Deliveries
Yes. You can change your delivery address if your order has not yet been shipped. To change your address, send an email with the new address to firstname.lastname@example.org and our sales team will contact you.
If you make a purchase as a company and you have a valid international VAT number, you must write it in the corresponding field during the registration process. Once the account is created, your VAT number will be automatically verified and validated and taxes (21%) will be deducted in the checkout process, before making the payment. If you already had an account in EUROHOLDS, and you have registered as an intracommunity operator, create a new billing address with the new data (VAT number) and you can immediately start shopping without VAT.
At any time, you can check the status of your order in your account. In addition, once the items have been prepared and we have sent your order, we will send you an email to notify you that your package has been shipped. In the email we will include a link with which you can track the package and see the delivery status of your order.
To all the world! If your country does not have an order delivery service, a message will appear in the upper right corner indicating it, in that case you must access our international order sheet (link to order sheet) and from there you can send us your order for a quote of transport. Keep in mind that in some countries we have exclusive distribution agreements, in that case, our authorized distributor will contact you as soon as possible.
You can download a copy of your invoice in the My Account section. In general, and once the payment has been made, the invoice should be available for download within the next 48 working hours.
Your order will be delivered according to the carrier that has been assigned depending on the destination and its volume. On some occasions, there may be a delay for reasons beyond our control (customs, traffic, accidents, weather, ...) Once your order has been prepared, we will send you an email to inform you that your order has been sent and we will include a link to the courier so you can track the shipment.
Shipping costs will be added to the total amount of the cart and will vary depending on the country of delivery. Shipping costs are visible in the shopping cart below the product list. Every time you add a product to the shopping cart, the shipping costs change automatically. In this way you can check the total price of the items together with the shipping costs before finalizing your purchase. The calculation of shipping costs depends on the volume and weight of the items. In some countries we offer free shipping from a certain volume of purchase, here you can see a list with the countries and the minimum amount, Free Shipping Europe. (link free shipping)
If you are not at home when the package has arrived and the courier cannot leave the package to someone else at your expense or in a safe place, they will call you from the courier office to arrange another time. The courier will try to deliver the order a maximum of 2 times to your shipping address. In case of problems with the delivery, please contact the carrier through the tracking link and provide them with your shipping number to arrange delivery.
The package may be returned to our warehouses because the courier was unable to deliver the package to the address you provided. If the package could not be delivered, it will be returned to our offices. If we receive your returned package, it may be for the following reasons: - The address is incorrect. - No one has been able to collect the package for a period of 2 weeks at the collection point. - The package has been rejected by the customer. - Due to customs problems - Breakage of the transport label - impossibility of identifying the order. In any of these cases, we will contact you immediately and we will try to find the simplest solution to re-send the shipment as soon as possible.
At EUROHOLDS we are in contact with a large number of transport agencies to guarantee our clients the best possible service in each case, from national and European shipments with leading companies in the sector to air and sea shipments with our trusted agencies.
Transport agencies and their costs are automatically assigned according to volume and destination. If you have any special preferences or needs, please contact our colleagues at email@example.com and they will provide you with all the necessary help.
The tracking link of the orders will be effective within a few hours of receiving our mail. If after 24 hours, you still cannot locate your order through the link provided, contact our colleagues through the email firstname.lastname@example.org and our department will help you as soon as possible.
Can I send the order to an address other than the billing address? (for example, if I want to send a gift to a friend from another town)
YES! Your shipping address may be different from your billing address. When ordering, be sure to enter your correct and complete addresses.
Once the order has been shipped, there is unfortunately no way to stop it.
Unfortunately, the transport agencies cannot ensure the delivery of orders at the PO box or at the hotel reception.
Definitely! Any extra information is very helpful for carriers. Write in the comments section when placing the order any annotation that helps with the delivery of the order and we will communicate it to the transport agency. i.e. (to leave in the store next door)
Returns and Refunds
If you are not satisfied with any of the products you have purchased, you can return the product to us and get a refund of the price of the returned product. You have 30 days from when you received the purchase to make the return. Keep in mind that the items to be returned must not have been used. To make a return please send an email to email@example.com indicating the order number, and our sales team will contact you to explain how to proceed.
Keep in mind that personalized products, with exclusive logos or made-to-measure cannot be returned. Custom products are created exclusively for you. This means that you will not be able to return them unless they have a manufacturing defect. In any other case, you can return the products, if they have not been used and are in perfect condition. Keep in mind that products must be returned with their original labelling.
Returns will be free in case of manufacturing defects, in any other case, returns will be borne by the customer, and our sales department will inform you of the process to be carried out for the return.
The time elapsed from the shipment of your package until it reaches our warehouse depends on the transport agency. Once it reaches our warehouses, we will inform you directly by mail, and we will proceed to the refund.
We do our best to make sure you receive the items you have ordered. However, if you receive an item that is not the one you ordered, please send an email to firstname.lastname@example.org with the order number, explaining what the error has been, try to add as much information as possible to the email (labels, product images etc. )
We do everything possible to ensure that items arrive in perfect condition. However, if during shipping the product suffers any damage or you receive a defective product, please send an email to email@example.com with the order number, explaining what the problem has been, and try to add all the information to the email. possible information (labels, images of the product and damaged packaging, etc.)
Always try to return items in their original box. Returned items must always include tags and be returned in perfect condition (unworn).
Once your return is received and inspected by our returns department, the refund will be processed and automatically applied to your credit card or original payment method within 10 days. Please note that depending on your bank, it may take an additional 2-10 business days after the refund is made for the money to appear in your account. Of course, we will inform you directly by mail once your refund has been made.
Yes. You can cancel your order depending on the state it is in: If the payment has already been made (Card or PayPal) within 12 hours of making it, you can cancel the order if it has not yet been sent. If it has already been sent, you must wait for receipt to process the return. If the payment has not been made (bank transfer) you can cancel the order at any time. In any case, please send an email to firstname.lastname@example.org with the order number, requesting the cancellation of the order.
We offer several payment methods, all of them through a secure gateway. Credit / debit cards, PayPal, and bank transfer. Once you have added all the items to your cart and have selected the shipping method, all available payment methods will be displayed.
Our online store is hosted on a secure server with an SSL certificate, ´Secure Socket Layer´ (SSL), which allows encryption of banking information on the network. In addition, payments by card or PayPal are made in the bank's own payment gateways, adding double security to the process. Your bank details are sent to our server in an encrypted form through the SSL (Secure Socket Layer) protocol and are transmitted in a totally secure environment to the bank. Euroholds does not record this data at any time.
On all our articles, VAT is included in the prices you see on our website.
From the moment you place the order, you have a maximum period of 15 days to pay it. On the 16th day we will proceed to cancel your order. In case you want to recover an order processed more than 15 days ago, please contact our Customer Service by email email@example.com and provide us with your order number. If we have your items available, we can reactivate your order and proceed with the shipment once we have received your payment.
COUPONS: Periodically, our company offers its customers the possibility of participating in campaigns, surveys, and evaluations where they can get direct discount coupons to use in future purchases. For this it is very important to be subscribed to our newsletter and follow our social media profiles. Currently our website implements an automatic volume discount system. Special rates for professionals and climbing walls. If you are a professional, distributor or owner of a climbing hall, contact us at firstname.lastname@example.org and ask about our special rates for professionals. Our commercial department will apply the automatic rate to your account to be able to place orders directly through the web.
To place an order, you must create an account in which you can always log in using your email and password. If you are a company with an intracommunity VAT number, you can also add it in the registration process to be able to make purchases without VAT. In MY ACCOUNT you always have access to all your orders and to their status, you can download the invoices and you can also subscribe or subscribe to our newsletters.
If you have forgotten your password, you must enter your email address and click on 'CHANGE PASSWORD' link in the email when you receive it, and you will be prompted to enter a new password.