Make rider's heart skip a beat ♥

Order information

How do I place an order?

You can order online by adding the desired products to your shopping cart. This can be done by clicking on "add to shopping cart" on the right side of the product itself. Of course after you have indicated the desired color, size and quantity! Do you want to know what you've already shopped? It doesn't matter where you are exactly on the website, your shopping cart is always at the top right. Have you been a little too enthusiastic about ordering? Don't panic, remove the product from your shopping cart by clicking on the cross next to the item.
When you have completely finished shopping, you can proceed from the shopping cart to the checkout. 

At step 2 in the ordering process, fill in "Enter required information". Here you only have to enter the information that we need to process and send your order.

Check at step 3 Order overview whether all information is correct and select a payment method. Do you agree with the terms and conditions? Then you can pay for the order. 

Easy right? Finally, you will receive an order confirmation by email.
We will process your order as soon as possible and you can then expect it at home within a few working days.
Can I have my order delivered to a different address?

It is possible to have your order delivered to an address other than your billing address. In step two you can check at the bottom of the billing and delivery address that the delivery address is different from the billing address. A text field will then appear on the right where the delivery address can be entered.

Can i cancel my order?

If your order has not yet been processed and shipped, it is possible to cancel your order. You can contact us for this. Please include your order number.

Can I still change my order?

When your order has been placed and has NOT yet been processed and shipped, the order can still be adjusted! Please contact us as soon as possible!

How will my order be delivered?

Your order will be shipped with POSTNL. This means that when you receive an email that your order has been shipped, it can normally take 1 to 3 working days before you receive it at home. You will often also receive a track & trace code by email so that you can continue to track the package!

Can I also pick up my order?

It is an option to pick up your order. This is ONLY possible IN CONSULTATION. Please contact us for that!

Pay information

How can I pay?

During the ordering process at step three you can select a payment method. You can choose from different payment methods. When you have chosen a payment method, you will be forwarded to your own bank where the payment order is ready for you. You will be asked by your bank to fill in a number of details and you will authorize the payment. The amount is immediately debited from your payment account.

Keep your bank card and any identification method at hand during the ordering process.

Can I also pay after receiving my order?

Paying afterwards with Klarna is safe, simple and without extra costs. You enter your details during the ordering process and you pay when it suits you during the payment term of 30 days.

The payment details of your purchase can be found on the invoice you receive from Klarna. Of course you can always look up the payment details by logging in to the Klarna app. Please note: transfer the amount to Klarna, not to EQ Athletica!

For more information about Klarna or questions about a payment, we refer you to the Klarna customer service.

Is payment safe?

We use a secure internet connection as soon as you arrive at our virtual checkout. Then others don't get the chance to secretly watch. This secure connection is called SSL and you can recognize it by the green lock in your browser.

Can I reclaim VAT?

You always reclaim VAT from the tax authorities during your declaration. If you have your own company and do not have a KOR scheme, you can get the VAT back. You will need the invoice for this. You will receive this from us by email anyway, if you would like to have it on paper in the order? Then indicate at step 1 of the ordering process that you have your own company.

Are items reserved if I choose bank transfer?

If you choose to pay by bank transfer with your order, your order will only enter our system after we have received your payment. A number of days may elapse between the transfer of the amount and the receipt by us of the amount you have transferred. The items you have ordered are not reserved for you as long as we have not received your payment. In the meantime, it may happen that your ordered items are sold out.
Do you want to know more about this or do you have questions? Then contact us!

What are the shipping costs?

The standard shipping costs within the Netherlands are €5.95. In other countries it is calculated at the time you pay.

Gift cards

How can I purchase a gift card?

Are you looking for a gift for someone but can't think of anything nice? Give an EQ Athletica gift card as a gift. Super safe and always a success. You can choose from amounts of €5, €10, €15, €20, €25, €50 and €100.

How long is a gift voucher valid?

Do you always remember just too late that you still have a gift voucher somewhere? Or has the validity date just expired? You don't have to worry about that with EQ Athletica gift cards. The gift vouchers are valid indefinitely. So you can safely keep it in your wallet for a next order.

Can I redeem my gift card online?

Great that you have an EQ Athletica gift card! So you would like to hand it in with an online order.

When ordering online, enter the code of your gift voucher at the bottom left of your shopping cart under gift voucher and/or add promotional code. Then click on apply and the value on the gift voucher will automatically be deducted from the total amount. It is not possible to receive the remaining value back in the form of money.

Gift vouchers can NOT be redeemed for items that are on offer, anything other than clothing and often not valid in combination with another discount code. Only one gift voucher can be redeemed per order.

Return / Exchange / Warranty

What is the return period?

The return period is ALWAYS 30 days from the day you placed your order and this applies to the original order. If you want to exchange something, it is important that you communicate this quickly due to the 30 days that run from the original order date. . For returns it is important that you contact us for the conditions.

How can I return?

Is your purchase not quite what you expected? No worries, you can always return it to us. Below everything at a glance:

  • Returns can be made within 30 days
  • Please contact us and fill in the return form completely and always send it back with you.
  • If you return the entire order, you will receive the total amount minus shipping costs back into your account. (The shipping costs incurred by you for returning are at your own expense.)
  • If you return part of your order, you will receive the purchase amount of these items back.
  • Returning your order is at your own risk. Therefore, keep the proof of delivery until your return has been processed by us.

Return address Netherlands
EQ Athletica
TAV Returns

Zandpolstraat 8
7764AL Sand Pol
The Netherlands

I have received an incorrect/damaged item, what now?

Did you receive the wrong item? Or is this broken? That is very annoying. We will definitely do something about that!
We would like to solve this together with you. So please contact us first! Pictures say more than words! Mail us your details, photo and order number and we will contact you as soon as possible.

How long is the warranty on an item?

All delivered items have a one-year warranty. The warranty covers manufacturing defects and material defects. As soon as an item is repaired by someone other than EQ Athletica, the warranty becomes void. Loss of rhinestones, wear of silicone seat, broken zippers and other wear, such as reduction in color, thinning of the fabric or reduction in strength of the clothing, due to use are not covered by the warranty. Damage caused by external force (such as horse teeth, nails, screws, abrasion or pulling) is also not covered by the warranty.

I have a complaint, what now?

No matter how annoying it is that you are not satisfied with our service or products, we would like to hear this! If we do not know that you are dissatisfied, we cannot solve the problem. Therefore, please contact us. State the description of the complaint or damage to the item, and also provide your order number. Pictures say more! To properly assess your complaint, you can also attach a photo.

Your complaint will then be processed within 48 hours. Please note that the article about which you have a complaint may have to be sent to us in Zandpol for assessment

Personal touch