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FAQ
Frequently Asked Questions
Everything you need to know about ordering, shipping, returns, payments and contact.
Orders
How do I place an order?
Choose your desired product and size, add it to your shopping cart, and follow the checkout steps. After placing your order, you’ll receive a confirmation email.
Can I change or cancel my order?
Please contact us as soon as possible via info@behindthepines.eu or give us a call. If your order hasn’t been shipped yet, we can often still make adjustments.
Shipping
Shipping rates
Shipping rates and free-shipping thresholds depend on your delivery country and the products ordered. For standard products, delivery within the Netherlands is €4.95 below €50 and free from €50; Belgium and Luxembourg are free from €75; Germany and France are free from €150. Surfboards have separate rates. See the full shipping information for the other destinations and product groups.
View all shipping rates and exceptions
Dispatch & delivery
Orders placed before 16:00 on business days are normally dispatched the same business day, subject to stock availability. Weekend and public-holiday orders are processed on the next business day.
Delivery times are estimates after dispatch. Delivery within the Netherlands usually takes 1–2 business days. International delivery depends on the destination and carrier; customs or carrier delays can add time. Consult the delivery information at checkout and your tracking link.
Returns
Can I return my order?
Yes, you can return your order within 30 days of receiving it.
How do I return a product?
- Register your return via our return portal.
- Send the item back in its original condition and packaging.
- Once we’ve received and checked the return, you’ll be refunded within 7 days.
Are there any costs for returns?
Yes, return shipping costs are at your own expense.
Payments
Which payment methods do you accept?
iDEAL/Wero Bancontact KBC PayPal Visa MasterCard American Express Apple Pay Google Pay Klarna USDC
Can I pay later?
Yes, we offer pay later services via Klarna.
Contact
How can I contact customer service?
- Email, info@behindthepines.eu
- Phone, +31 (0)20 337 6718
Do you have a physical store?
Yes, you’re welcome to visit our store in Amsterdam.
Behind The Pines Store, the heart of our company.
Ceintuurbaan 248, 1072 GG Amsterdam