Frequently Asked Questions
Your Questions, Our Answers!
Welcome to DryLuxe's FAQ page! Here you will find answers to the most frequently asked questions about our products and services. Whether you want to know more about the use, maintenance or benefits of DryLuxe, we are happy to help.
Ordering
1. How can I place an order?
Add the desired item to your shopping basket and you will be automatically redirected to the order page. On this page you will see an overview of all products in your shopping basket. Here you can add or remove items as you wish. Then click on 'Checkout' to continue with your order.
Fill in your details and choose a payment method, such as iDEAL, Apple Pay, Bancontact or Credit Card, to complete your order. After completing your order, you will receive a confirmation email. Once your order has shipped, you will receive a shipping confirmation and, if applicable, a message to pick up your package.
2. What are the shipping costs?
Prices do not include shipping costs, which are charged to the Customer during the ordering process. For deliveries within the Netherlands, shipping costs are €5.00 per shipment. For other countries within the EU a surcharge may apply.
3. How can I track my order?
After your order is shipped, you will receive a confirmation email with a tracking number that allows you to track your package.
4. I did not receive a confirmation email. Did my order go through correctly?
If you have not received a confirmation email, please contact us by filling out the form under "Contact Us" or call us.
5. Is it possible to have my order delivered to another address?
Yes, you can specify a different delivery address in your account.
Pay
1. What payment methods are available?
Through the webshop, you can pay in different ways:
Payment method
- iDeal: Pay online through your own bank.
- Credit card: Visa, MasterCard, American Express and Maestro.
- PayPal: Online payment option that only requires you to log into your PayPal account to complete a payment with your bank account or credit card.
2. I paid by credit card, but the payment was declined. How is that possible?
Credit card payments may sometimes be declined due to potential vulnerability to fraud. We have no insight into the reason for the rejection. You can contact your bank for more information or try to place your order again using a different payment method.
3. How can I check if my order has been successfully processed if I have not received an order confirmation?
Check whether the amount has been debited from your bank account. If it has not, then the payment failed and you have not paid anything. You can then place the order again. If the amount has been deducted, but you have not yet received a confirmation, we advise you to be patient. It can take several hours before we receive the payment from the payment provider. If you still have not received a confirmation after 4 hours, please contact us and have your order details, as listed with the payment, ready.
4. Are the prices listed inclusive or exclusive of VAT?
All prices listed include VAT.
Delivery
1. When can I expect my package?
With Track & Trace you can always find the latest information about your package. Enter your order number or tracking number to instantly see the expected delivery date.
2. What is Track & Trace?
Track & Trace is a unique identifier that is attached to your package as soon as it is shipped. This code allows you to track the status and location of your package online. By entering the code on the carrier's website, you get up-to-date information on the expected delivery date, any stopovers and the time of delivery. Track & Trace gives you more control and security over your order and allows you to see where your package is at any time.
3. Which carrier will be used?
Delivery is provided by DPD or DHL.
4. Is it possible to pick up my order at a collection point?
You can pick up your order at a collection point, provided the carrier offers this option. More information about this can be found in the Track & Trace email you receive.
5. Does delivery include weekends?
Check Track & Trace to verify that DPD and DHL also deliver to you on Saturday.
6. What happens if I am not home at the time of delivery?
The item will be delivered once to your home address. If you are not at home, the package will be taken to a collection point, where you can pick it up. You can also choose a new delivery date or location. Check out the options offered by the delivery service.
Return
1. How do I start the return process for my product?
Be sure to notify us in advance with your personal information and Track & Trace code. Please use the Contact page of our website to do so, so we can recognize and track your shipment.
2. Within how many days should I return the products?
Returns must reach us within 30 days.
3. How do I package products for return?
Products must be in original, unopened packaging and unused. Use a shipping outer box and do not attach original shipping stickers or receipts to the original package, but to the outer box. Provide sufficient padding material to prevent damage. Always ship with Track & Trace, as you remain responsible for the return until it is received by us.
4. What is the return address?
Dryluxe - Emtra Hygiëne Service
Attn: Returns Department
Beechavenue 54-80
1119 PW SCHIPHOL-RIJK
THE NETHERLANDS
5. Is it possible to return the product?
Yes, that is possible.
Dryluxe - Emtra Hygiëne Service
Attn: Returns Department
Beechavenue 54-80
1119 PW SCHIPHOL-RIJK
THE NETHERLANDS
6. Are the return charges free?
No, the return costs are at your own expense.
7. When and how will I receive my money back after returning the product?
We will refund the full purchase price (excluding shipping and material costs) as soon as possible, no later than 14 days after receipt of the returned products.
Refunds will be made using the same payment method you used when making the purchase, with no handling or other fees deducted.
Repairs
1. What is the expected length of time for a repair?
Approximately 5 business days after receipt of product.
2. Is it possible to receive a replacement hair dryer during the repair period?
This is possible. Please contact us for this. This applies especially to professional hairdressers who cannot do without the device.
3. What is the cost of an out-of-warranty repair?
The costs are determined during the inspection of the device. Before the repair, you will receive a cost breakdown, and after your approval we will start the repair.