Frequently Asked Questions

Check your spam folder first - our mails sometimes end up there. Still haven't received anything? Get in touch with your name and e-mail address, we will look for your order and resend the confirmation.

Send a message as soon as possible via WhatsApp or email. If your order has not yet been processed or shipped, we can often still adjust or cancel it. Is your parcel already on its way? Then you can return it as soon as you receive it.

We accept the following payment methods:

• iDEAL - Pay directly and securely via your own bank
• Bancontact - For our Belgian customers
• Credit card - Visa and Mastercard
• PayPal - Including payment in instalments
• Apple Pay - Pay quickly with your iPhone
• Klarna - Pay afterwards or in 3 instalments

Absolutely! Our website is secured with an SSL certificate (the lock in your browser) and all payments are made through certified payment providers. Your bank details are never stored with us. In addition, we are affiliated with Trusted Shops for extra security.

Free shipping within the Netherlands on orders from €25. Under €25, you pay €4.95 shipping costs.

For Belgium, free shipping applies from €50, otherwise €6.95.

Other EU countries: shipping costs will be calculated at checkout.

Orders placed on working days before 17:00 are placed, will be dispatched the same day with PostNL.

• Netherlands: Usually delivered the next working day
• Belgium: Usually delivered the next day
• Other EU: 2-5 working days

The current delivery time is always mentioned with the product.

Once your parcel has been dispatched, you will automatically receive an e-mail with a track & trace link from PostNL. This allows you to see exactly where your parcel is and when it will be delivered.

Tip: Add your phone number to your order for SMS updates from PostNL.

Annoying! First check the track & trace - sometimes a parcel is delivered to a neighbour or to an automatic parcel machine. Does it say "delivered" but you haven't received anything?

Contact us directly and we are investigating this with PostNL. We always provide a solution - be it a new shipment or refund.

Yes, you can! At checkout, choose "Collect from PostNL point" and select a location near you. Handy if you're not at home during the day.

You have 30-day cooling-off period from the moment you receive your order. Plenty of time to see if the product suits you!

No, returns are free with us. You will receive a return label from us allowing you to return the parcel free of charge via PostNL.

Quite simply:

1. Send a message via WhatsApp or email with your order number
2. You will receive a free return label within 24 hours
3. Pack the product neatly (preferably in original packaging)
4. Deliver the parcel to a PostNL point

You will receive the return label digitally via WhatsApp or e-mail as a PDF. At a PostNL point, they can scan and print the label directly from your phone - no need to print it yourself!

Once we have received and verified your return, we will refund the purchase price within 5 working days back into your account via the original payment method.

We're sorry about that! Contact us directly with a photo of the problem and your order number. We will send a return label free of charge and provide a quick solution - new product or refund, your choice.

You are entitled to a sound product that functions as you would expect. In case of manufacturing errors or defects, we will provide repair, replacement or refund.

Warranty & Service Extensive information on warranty and claims

No, normal wear and tear is not covered by warranty. This applies, for example, to:

• Wheels worn out after long-term use
• Bearings running less smoothly after intensive use
• Grip tape that gives less grip after use
• Damage caused by falling or stunting

In doubt about whether something is under warranty? Send us a message with photos, then we'd love to take a look!

Send us an e-mail or WhatsApp with:

• Your order number
• A clear description of the problem
• Pictures of the defect

Within 1-2 working days, we will get back to you with a solution.

The right size depends on your shoe size, height and riding style. In our comprehensive sizing guide, we explain exactly how to choose the perfect size.

Size guide Tables and measuring advice for all products

Skateboard: Short board (76-84 cm) with curved nose and tail. Ideal for tricks, stunts and skate parks.

Cruiser: Compact board (55-75 cm) for relaxed riding around town. Nice and manoeuvrable and easy to carry.

Longboard: Long board (90-130 cm) for stable cruising, downhill or dancing. Comfortable on longer distances.

For beginners, we recommend:

• Cruiser: Easy to learn, stable and forgiving
• Drop-through longboard: Low centre of gravity, stable at low speeds
• Complete skateboard 8.0": Versatile for learning basic skills

Having doubts? App Hugo for personal advice!

Yes! We sell complete protection sets (kneepads, elbow pads, wrist guards) and helmets. Especially for beginners, we strongly recommend protection.

Check out our protection offer →

Absolutely! Hugo is happy to help you personally. Send a message via WhatsApp or e-mail with your question, experience and what you are looking for. We usually respond within a few hours.