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Terms & Conditions

1. Applicability

These Terms and Conditions apply exclusively to goods purchased directly from our website. Purchases made on other websites, in physical stores, or from countries where we do not ship merchandise directly, are not covered by this policy.

2. Shipping and Delivery

2.1 Shipping Areas

We currently ship to the following countries within the European Union:

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, and the Netherlands.

2.2 Delivery Requirements

  • All deliveries must be signed for to ensure proof of delivery. We cannot authorize a delivery without a signature.

  • Please ensure you are available to sign for the delivery. For corporate orders or if you need items sent to multiple addresses, place separate orders for each address.

2.3 Delivery Timelines

  • Any delivery date or time specified is an estimate. We are not liable for any loss or damage resulting from delays in delivery.

  • Orders are shipped from the Netherlands; no additional duties will be charged, and VAT is included in the prices.

2.4 Tracking

  • Once your order has been shipped, you will receive an email confirming the shipping details along with a tracking number.

  • You can track your order through the ‘Order History’ tab in your account.

2.5 Insurance

  • All items are insured against theft and accidental damage while in transit.

  • Insurance coverage ceases once the items have been delivered and signed for.

  • If the box is visibly damaged upon arrival, refuse the delivery or make a note when signing, indicating the box’s condition.

3. Returns and Exchanges

3.1 Eligibility

You can return or exchange items within 30 days from the delivery date.
To be eligible for a return or exchange, items must be in their original condition and packaging, including dust bags, and must not have been used, worn, or altered in any way. We assess whether an item has been used based on the following criteria:

  • Tags and Packaging: Items must be returned with all original tags still attached and in their original, undamaged packaging with all other inserts included in the delivery.

  • Signs of Wear: The product must not show signs of wear, including stains, odors, or any visible damage that would suggest it has been used.

  • Use of Product: Items such as clothing, accessories, or shoes that show signs of being worn, washed, or otherwise used (e.g., scuff marks, creases, odours) are not eligible for return or exchange.

We reserve the right to reject returns or exchanges if the product does not meet these criteria. If you're unsure about the eligibility of an item for return, please contact us at care@qapaqofficial.com with detailed images of the product, and we’ll assist you.

3.2 Process

  • To initiate a return or exchange, email care@qapaqofficial.com with your order number, the items you wish to return or exchange, and the reason.

  • A pre-paid DHL return label and collection/drop-off instructions will be provided.

  • Returns and exchanges will be processed within 2-3 business days of receiving the items.

3.3 Refunds and Exchanges

  • Refunds will be issued to the original payment method.

  • Exchanges can be made for the same item in a different size or color, subject to availability.

  • In the rare case of a faulty item, email care@qapaqofficial.com with clear pictures of the defect. Our Product Team will evaluate the case and determine the appropriate solution (replacement or repair).

4. General Terms

  • We offer free delivery on all orders within the European Union.

  • We also provide free returns and exchanges through our hassle-free pre-paid labels via DHL.

  • QAPAQ reserves the right to amend these terms and conditions at any time without prior notice.

5. Care and Repair Program

  • We offer a one-time complimentary care and repair service for each product. After the first repair, a fee of 199 EUR will apply for any subsequent repairs. For more information or to request a repair, please contact care@qapaqofficial.com or feel in our form.