Shipping policy
Shipping Policy – Fietrix B.V.
Last Updated: July 8, 2026
At Fietrix B.V., we aim to deliver your orders quickly, reliably, and transparently. This Shipping Policy outlines everything you need to know about delivery times, shipping costs, order tracking, and international shipments.
This policy is designed to meet Google Shopping's requirements for clear, upfront shipping information — including delivery timelines and costs displayed before checkout.
1. Processing Time
Before your order is shipped, we need time to pick, pack, and prepare it:
| Stage | Timeline |
|---|---|
| Order Confirmation | Instant — you will receive an order confirmation email. |
| Order Processing | 1–2 business days (Monday–Friday, excluding Dutch public holidays). |
| Handover to Carrier | Within 2 business days of order placement. |
Important: Orders placed on weekends or Dutch holidays will be processed on the next business day.
2. Shipping Methods & Delivery Times
We partner with trusted carriers such as PostNL, DHL, DPD, and UPS to deliver your orders. Delivery times are calculated from the moment your order leaves our warehouse (after processing).
| Shipping Method | Estimated Delivery Time | Tracking | Suitable For |
|---|---|---|---|
| Standard Shipping (Netherlands) | 1–3 business days | ✅ Yes | All orders within NL |
| Standard Shipping (EU) | 3–7 business days | ✅ Yes | All EU countries |
| Express Shipping (EU) | 1–3 business days | ✅ Yes | Urgent orders |
| International Shipping (Non-EU) | 5–14 business days | ✅ Yes | UK, Switzerland, Norway, USA, and others |
Google Shopping Requirement: We clearly display these delivery estimates on our product pages and at checkout to ensure full transparency.
3. Shipping Costs
Shipping costs are calculated at checkout based on your location, order weight, and selected shipping method. Below is a general breakdown:
| Destination | Order Value | Standard Shipping Cost | Express Shipping Cost |
|---|---|---|---|
| Netherlands | Any | €4.95 | €9.95 |
| Netherlands | Over €75 | FREE | €9.95 |
| Belgium / Germany | Any | €6.95 | €12.95 |
| Belgium / Germany | Over €75 | FREE | €12.95 |
| Rest of EU | Any | €9.95 | €19.95 |
| Rest of EU | Over €100 | FREE | €19.95 |
| Non-EU (UK, CH, NO, US) | Any | €14.95 – €29.95 | Not available |
| Non-EU (UK, CH, NO, US) | Over €150 | FREE | Not available |
Note: All prices are in Euros (€) and include VAT where applicable. Customs duties and import taxes for non-EU orders are the responsibility of the customer (see Section 7).
4. Order Tracking
Once your order is shipped, we will send you a Shipping Confirmation email containing:
-
Your tracking number.
-
A direct link to the carrier's tracking portal.
-
An estimated delivery date.
You can also track your order at any time by visiting our website and logging into your account (if you created one).
If your tracking shows "delivered" but you have not received the package, please contact us within 48 hours so we can investigate with the carrier.
5. Delivery Attempts & Missed Deliveries
Our carriers typically make one to two delivery attempts. If you are not at home:
| Scenario | What Happens |
|---|---|
| You are not home | The carrier will leave a notification card with instructions. |
| Neighbor accepted | The package may be left with a neighbor (you will be notified). |
| Delivery point | The package may be redirected to a nearby pickup point (e.g., PostNL pickup location). |
| Unclaimed package | If not picked up within 14 days, the package will be returned to us. |
Important: If a package is returned to us due to an incorrect address or because it was unclaimed, we will refund the order minus the original shipping cost and any return shipping fees incurred.
6. Shipping Restrictions
We currently ship to the following regions:
| Region | Shipping Available |
|---|---|
| Netherlands | ✅ Yes |
| European Union (all 27 member states) | ✅ Yes |
| United Kingdom | ✅ Yes |
| Switzerland & Norway | ✅ Yes |
| United States | ✅ Yes |
| Other countries | ❌ Not currently available (please contact us for exceptions) |
We do not ship to:
-
PO Box addresses (due to carrier restrictions).
-
Military addresses (APO/FPO).
-
Countries under EU/UN trade sanctions.
7. Customs, Duties & Import Taxes (Non-EU Orders)
For orders shipped outside the European Union (e.g., UK, Switzerland, Norway, USA), the recipient is the importer of record. This means:
| Responsibility | Details |
|---|---|
| Customs clearance | The package must clear customs in the destination country. |
| Import duties & taxes | These are not included in our shipping costs and must be paid by the customer. |
| Customs delay | Delivery times may be extended due to customs inspections (we have no control over this). |
| Customs forms | We accurately declare the value of all items on the customs form. |
Tip: Please check with your local customs office before ordering to understand potential fees. Fietrix is not responsible for customs delays, additional duties, or taxes.
8. Lost, Damaged, or Stolen Packages
We take great care in packaging your orders. However, if something goes wrong during transit:
| Issue | Our Commitment |
|---|---|
| Package lost in transit | We will file a claim with the carrier. If the package is confirmed lost, we will issue a full refund or replacement (at your choice). |
| Package damaged upon arrival | Please take photos of the damaged box and item, and contact us within 7 days of delivery. We will arrange a return and send a replacement or refund. |
| Package marked "Delivered" but not received | We will open an investigation with the carrier. This can take up to 10 business days. If the carrier confirms loss, we will issue a refund or replacement. |
Note: For "Delivered but not received" cases, we kindly ask you to check with neighbors, building managers, or your local pickup point before contacting us.
9. Split Shipments
If you order multiple items, we may ship them in separate packages due to stock availability or weight constraints. You will receive:
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A separate tracking number for each package.
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A notification email for each shipment.
You will only be charged once for shipping (based on the total order) — we will not charge additional fees for split shipments.
10. Change of Address After Order Placement
If you need to change your shipping address after placing an order, please contact us immediately at support@fietrix.com .
| Timing | Possibility |
|---|---|
| Before processing (within 2 hours of order) | ✅ We can update the address free of charge. |
| After processing (but before shipment) | ⚠️ We will try, but it is not guaranteed. An admin fee of €5.00 may apply. |
| After shipment | ❌ We cannot change the address. The package will be delivered to the original address. |
11. Business Hours & Support
Our customer support team is available to assist you with any shipping inquiries:
| Detail | Information |
|---|---|
| support@fietrix.com | |
| Phone | +31 20 808 5471 |
| Hours | Monday – Sunday: 09:00 – 21:00 (CET) |
| Response Time | Within 24 hours (usually faster) |
12. Summary Table – Quick Reference
| Question | Answer |
|---|---|
| How long does processing take? | 1–2 business days. |
| How long does delivery take? | 1–3 days (NL), 3–7 days (EU), 5–14 days (international). |
| Do you ship internationally? | Yes — to EU, UK, Switzerland, Norway, and USA. |
| Is shipping free? | Yes, for orders over €75 (NL/BE/DE) or €100 (EU) or €150 (non-EU). |
| Do you provide tracking? | Yes, always. |
| What if my package is lost? | We will refund or replace it after carrier investigation. |
| Who pays customs duties? | The customer (for non-EU orders). |
For Google Shopping: This Shipping Policy clearly states delivery times, costs, and international shipping conditions upfront, ensuring full compliance with Google Merchant Center requirements.
Fietrix B.V. – Riding towards trust and transparency.