SHIPPING & DELIVERY TERMS
It is important to us that your order is delivered quickly and without damage. We spend a lot of time and effort optimizing our shipment procedure.
Shipping per country
In the table below, you can find the shipping costs for different types of equipment per country to which we deliver to.
Country | Small* | Medium** | Large*** | XLarge**** | Approx. delivery time |
Benelux + Germany | € 3,95 | € 3,95 | € 3,95 | € 3,95 | 1-3 working days |
Europe group 1 | € 14,95 | € 14,95 | € 49,95 | ***** | 2-5 working days |
Europe group 2 | € 49,95 | € 49,95 | ***** | ***** | 2-5 working days |
European islands | € 19,95 | € 19,95 | ***** | ***** | 5-10 working days |
USA | € 49,95 | € 79,95 | ***** | ***** | 10-20 working days |
Small*: Packages below 10kg and under 170cm. Clothing and wetsuits etc.
Medium**” Packages above 10kg and under 170cm. Inflatable sup’s etc.
Large***: Packages between 170 - 240 cm. Small hardboards, smaller rigs etc.
XLarge**** Packages above 240cm in length. Longer hardboards, rigs etc.
***** Packages above 240cm in length can only be shipped within the Benelux and Germany. Packages between 170 - 240 cm cannot be shipped to countries in Europe Group 2, Europe islands and the USA. If you would like to ship to one of these countries and have ordered products in this product group, we, unfortunately, have to cancel (this part of) your order.
Benelux + Germany | Europe group 1 | Europe group 2 | European islands | USA |
Belgium | Austria | Bosnia Herzegovina | Canary Islands | All states in the United States |
Germany | Czech Republic | Bulgaria | Cyprus | |
Luxembourg | Denmark | Croatia | Iceland | |
Netherlands | Estonia | Finland | Malta | |
France | Greece | |||
Hungary | Liechtenstein | |||
Ireland | Norway | |||
Italy | Romania | |||
Latvia | Serbia | |||
Lithuania | Switzerland | |||
Monaco | ||||
Poland | ||||
Portugal | ||||
Slovakia | ||||
Slovenia | ||||
Spain | ||||
Sweden | ||||
United Kingdom |
Shipping Times
The shipping service time does not factor in order processing time, which can be up to 2 additional business days. Nor do they factor in non-business days, which can add additional days to the elapsed time between when you order and when your product arrives, depending on the day of the week you order. Keep this in mind when ordering.
Damage
If you have received a wrong or damaged item, please email us at [email protected] with images of the wrong item or damage so we can determine the next action. Please let us know within 48 hours of receiving the item(s). Faulty items do not include those already worn, used or touched the water.
If your hard SUP-, SURF- or WINDSURF board is damaged during delivery, you have two options:
- Option 1: Accept delivery, and we'll compensate you - If you feel the damage is something you can live with or repair, please accept the delivery, keep the board boxes and bubble wrap packaging and contact us. We will try to determine a refund to compensate you fairly for the damage. We aim to make you 100% satisfied, but if we can't reach a reasonable agreement, we will retrieve the board and send you a replacement.
- Option 2: Refuse shipment - If you don't feel compensation will do the trick, refuse the shipment (write "refused due to damage" on the shipping receipt) and notify us. We'll get a replacement board out right away.
Damage rarely happens to our boards, but understand that we are here to take care of it if it does. Our policy is to be open and honest with you and not make you jump through many hoops to get a satisfactory remedy.
Liability
Mistral accepts no liability for non-delivery, delay, damage or shortcoming of goods if the circumstances are reasonably beyond our control.