PAYMENTS
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We support the following Payment options:
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Fill your cart with the items you love and proceed to the first step of the checkout process. After adding the code in the foreseen field and clicking 'Apply', you will see that the Gift Card has been added underneath the Subtotal and Shipping amount. The amount to be paid is automatically and immediately reduced with the Gift card or discount amount.
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As security is our main priority, your transaction will always be done using a secured connection (https).
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Depending on the country you live in, extra import taxes, custom fees and toll fees may be charged when receiving or returning your order. Make sure to inform yourself about these and keep an eye on the tracking of your (returning) package. You are responsible for additional fees during this period.
- In case you have to pay additional import taxes, custom fees or possible toll fees when receiving a package, you are responsible for paying the entire amount. If you refuse to pay these additional charges or fail to pay them in time to get customs clearance, the order will be returned to us.
- In case you have to pay additional import taxes, custom fees or possible toll fees when returning a package, you are responsible for paying the entire amount of these import taxes. If you refuse to pay these additional charges or fail to pay them in time to get customs clearance, the order will be returned to you. In this case, we can’t refund you for the items.
Please note
that we can only refund the cost of returned products (and in some cases the initial shipping costs). We will never refund import charges and taxes to customers receiving
or returning orders. -
Depending on your browser and internet connection, there might be some difficulties you encounter while placing your order. Don’t worry; if we do not receive a payment, your order will be cancelled so you can always try again.
If you keep having technical problems, please contact your bank for more information. Payment problems are most likely due to insufficient funds or technical card problems.
If you checked with your bank and the problem isn’t solved, then contact our customer service and provide us with the following information:- A clear description of the situation describing what page you are on and what action you were taking (what payment method, which step, ...)
- The operating system you are using (e.g. Windows Vista, Mac OS Lion)
- The URL you are currently on (e.g. http://store.tomorrowland.com/)
- A screenshot of the page or a copy/paste of the error you are presented with.
Please always make sure before contacting us, that the problem is not caused by insufficient funds or technical problems with your bank, your browser or internet connection. So try to close your browser and repeat the process before contacting us.
SHIPPING AND DELIVERY
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CountryNumber of DaysShipping costCarrier1. Belgium2 Days€4,95Bpost2. Germany3 Days€6,95DHL3. France3 Days€8,95Collisimo4. Netherlands2 Days€5,95PostNL5. Luxembourg2 Days€5,95GLSEurope2-5 DaysBetween €7,95 and €24,95GLSOutside of Europe3-6 DaysBetween €18,95 and €31,95UPS
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Depending on the country you live in, extra import taxes, custom fees and toll fees may be charged when receiving or returning your order. Make sure to inform yourself about these and keep an eye on the tracking of your (returning) package. You are responsible for additional fees during this period.
- In case you have to pay additional import taxes, custom fees or possible toll fees when receiving a package, you are responsible for paying the entire amount. If you refuse to pay these additional charges or fail to pay them in time to get customs clearance, the order will be returned to us.
- In case you have to pay additional import taxes, custom fees or possible toll fees when returning a package, you are responsible for paying the entire amount of these import taxes. If you refuse to pay these additional charges or fail to pay them in time to get customs clearance, the order will be returned to you. In this case, we can’t refund you for the items.
Please note
that we can only refund the cost of returned products (and in some cases the initial shipping costs). We will never refund import charges and taxes to customers receiving
or returning orders. -
Yes, once we have received your payment, we will pack your order and ship it as soon as possible. When your order has been shipped, you will receive a shipping confirmation e-mail which includes a tracking link so you can monitor your delivery.
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If you did not receive the shipment confirmation e-mail, it may have been blocked by the spam filter of your e-mail program. We advise you to check your spam mails, and if you do not find the answer, please contact our customer service.
We always try to process all of our orders as soon as possible but unfortunately, sometimes your order may be delayed because of a high amount of orders we have to process, payment issues, risk verification, …
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The delivery company will leave a message in your mailbox which states that a delivery attempt was made. You can also find this information then on the tracking link. This message will contain instructions on how to contact the shipping carrier. Normally, there is a second and third delivery attempt foreseen in the next days. After 3 delivery attempts, the order will automatically be shipped back to sender.
In some cases, your order will be delivered at a local post office or parcel shop after the first delivery attempt.
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Unfortunately, it is not possible to change your delivery address after your order has been shipped. So if you haven’t received a shipping confirmation, we can often still change your delivery address.
When you just passed your order and you realise that you made a mistake, please contact our customer service and provide us with your name, order number and new complete delivery address.
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A good way to start is by checking your tracking link. This should have an up-to-date status of your order so you can check where your order is now.
Please keep in mind that your order may be delayed due to safety measures of the customs authorities and that we have no influence on delivery delays.
If you have received a shipping confirmation and you feel like your order is not delivered within the specified delivery time, please contact our customer service and we will start an investigation with our logistics partner. This may take several days and a refund or replacement shipment can only be executed after this investigation, or after 30 days. Please allow some time for the status of the shipment to correctly display at the above address.
RETURNS & REFUNDS
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When purchasing products on the TML Webstore, you have the right to return purchased products without any reason, on condition that you notify us within 30 days after delivery of the product via our returns portal.
The right of withdrawal does not apply to:
- Delivered product made upon the customers’ wishes, or if it was tailored to the personal needs of the customer;
- Orders containing perishable goods such as food, flowers, newspapers or magazines;
- Orders containing intimate or sanitary goods, hazardous materials or flammable liquids or gases;
- Audio and video recordings (CD, DVD, VHS-tape), computer software, video game, cassette tape or vinyl record that have been opened and of which you have broken the seal;
- Journals or magazines;
- Products purchased in one of the stores at Tomorrowland;
- Limited edition pieces such as Mainstage elements or other collectibles;
- Products with obvious signs of use;
- Items returned more than 30 days after delivery.
Additional non-returnable items:
- Gift Cards
- Downloadable software products
- Health and personal care items
- Ski & Snowboard Sets
- Photo Art Collection
- Books (when out of original packaging)
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When purchasing products on the TML Webstore, you have the right to return purchased products without any reason, on condition that you notify us within 30 days after delivery of the product via our returns portal.
After receiving your return request via the portal, you will receive the return label for your parcel. You have 14 days to send back the items at your own expense and the label must be clearly visible on the box.
When returning from a non-EU country, please ship with one of the following carriers with a tracking number option: UPS, DHL, GLS or DPD. Note that custom documents are required.
You are in this case responsible for the return of the products and therefore also for its shipping costs. The products also should be returned within 14 days. In case you do not comply with this clause, you remain owner of the products and TML Webstore shall not be obliged to refund the buyer. TML Webstore cannot be held liable for any damage of the packaging or the products itself which occurred during the period the goods are sent back.
If 30 days have gone by since the arrival of the buyer’s order, unfortunately refunds or exchanges cannot be offered. This is however not the case if the buyer has a complaint or warranty request. Please refer to the warranty section or contact our customer service so we can find a fitting solution.
During this 30 days’ period, you are obliged to keep the unused products and packaging in an appropriate and careful manner, in its original condition and at your own risk. If this period expires on a non-working day, the deadline is extended till the next working day.
After receiving and checking the return for completeness and damage, TML Webstore will refund the amount you paid for the item. The initial shipping costs will only be refunded if you return all the items of your order.
The refund happens within 14 days after TML Webstore received the package.
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Tomorrowland guarantees that the products meet the quality and quantity of the agreement, as
stated on the website in the product description or product image.Under EU law you always have the right to a minimum 2-year guarantee at no cost. This 2-year guarantee period starts as soon as you receive your goods.
As a general rule, you will only be able to ask for a partial or full refund when it is not possible to repair or replace the goods. Any form of compensation can never exceed the amount that was billed to you.
You might not be entitled to a refund if the problem is minor, such as a scratch on a CD case.
Your complaint or request will be handles as soon as possible if you contact our customer service. Please provide us with your order number and a photo or video that shows the defect so we can find a suitable solution.
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After receiving your returned package, our warehouse will inspect the goods and will notify you about the approval or rejection of your refund. Return shipments are solely accepted if the product (in its original packaging) is undamaged.
If approved, your refund will be processed within 14 days and a credit will automatically be applied to your credit card or original method of payment within a certain amount of days.
Please note that Tomorrowland Store can only refund the cost of the returned product(s) and in some cases the initial shipping costs.
When returning goods which you bought using a discount or offer, Tomorrowland Store will adjust the refund accordingly if you fall below the discount/offer threshold, as that discount or offer will no longer apply.
Please also refer to the information about refunds in the Terms of Service.
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Once Tomorrowland Store has approved your request to refund the product(s) you have returned, the refund will be processed within 14 days but this may delay if Tomorrowland Store did not receive the goods, evidence that the buyer has returned the goods or the buyer’s bank details (if needed and when asked for) to refund the amount.
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact our customer service.
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Tomorrowland Store only replaces items if they are defective or damaged under the conditions in the warranty section. If you need to exchange it for the same item, request your refund via the returns portal and repurchase the product in the right size or color.
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When purchasing products at the Great Library Of Tomorrowland pop up store, you have the right to return them without any reason within 2 weeks after date of purchase on condition that you bring the receipt to the store.
Tomorrowland guarantees that the products meet the known quality. If this is not the case and the products show signs of a defect or are faulty, please notify us within 6 months after purchase of the products by returning them to the pop-up store.
Under EU law you always have the right to a minimum 2-year guarantee at no cost. This warranty period starts as soon as you purchase your goods. Normal wear or (un)intentional changes to the product are not covered by the warranty.
Contact
For any questions and customer care support needs please send a mail to: store@tomorrowland.com