Customer Service

Contents

 

Customer service

For any questions, or further information, feel free to contact us around the clock via email, at customercare.eu@acon24.com. We respond to all received emails within 24 hours. Our customer service is open during normal business hours (11-19, GMT/UTC +2).

Contact by phone

Netherlands: +31 202 620 358
France: +33 184 888 762
the United Kingdom: +44 203 695 3575
Germany: +49 302 084 7588
Italy: +39 069 480 5373
Spain: +34 911 984 328
Denmark: +45 898 841 50

If you wish to contact ACON Finland (www.acon.fi), ACON Sweden (www.acon24.se) or ACON USA (us.acon24.com) – please visit the aforementioned sites. In case you are interested in becoming a distributor for the ACON Wave-products, please contact ACON EU staff at customercare.eu@acon24.com.

 

Shipping

In-stock products ordered from www.acon24.com will ship within 24-48 business hours.

Shipping usually takes 2–7 business days with lighter packages and 3-10 business days for heavy shipments. Shipping times may vary depending on your location. Your shipment can be tracked online by the tracking number once it has left our warehouse. The shipping confirmation includes all necessary information on how to track the progress of your shipment. In most cases, large products come on the pallet and the customer is responsible of the proper disposal of the pallet.

Delivery is during the business hours. If a transport company stores a package or tries to deliver an order without success, it may incur additional costs for the customer to pay. Also if customer chooses to delay the delivery, it will occur costs for customer to pay.

Important UK shipping information

Shipping of UK orders may experience longer than regular shipping times due to Brexit. We strive to dispatch orders as soon as possible, but unfortunately, new legislation and processes at customs may cause delays to deliveries. Every UK order will be processed in compliance with the current import regulations and customs duties, which may delay the time of delivery to your address. We apologize for the possible inconveniences this may cause. There will not be any additional import costs for customer. All costs associated with your order will be displayed at checkout.

Shipping to regions within the EU

We ship to Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and the United Kingdom.

Shipping costs are determined by the weight of your order and destination. Shipping costs to countries within the EU follow the table below. Precise shipping costs for your order are updated in the checkout before making the payment.

Weight of order Shipping costs
0kg – 5kg 9€
5kg – 30kg 29€
30kg + 49€

Notice that orders to regions such as North America, Sweden and Finland can be done through their respective webstores: us.acon24.com, acon24.se and acon.fi.

 

Shipping to regions outside the EU

We ship all around the globe, so no matter where you’re located, our products will always be available. This includes all products available online, as well as others – such as less common spare parts – which are only available by request.

ORDERING TO SWITZERLAND: For larger packages, we use DHL’s Freight-service. Containers going to Switzerland dispatch once a week - usually on Fridays - and therefore, our delivery times depend widely on when the order is placed. Generally, consignments take 1-2 business days to get to DHL’s main Hub in Helsinki, and once the container dispatches, it usually takes from 3 to 7 business days for the package to reach its destination. Freight costs are 99 euros for all trampolines and trampoline packages, as well as all larger parcels. Smaller packages ship for either 9, 29 or 49 euros, depending on the product. To order, please contact our EU Customer Support via email: customercare.eu@acon24.com. Be sure to share your address and phone number for the delivery, and let us know which products you’d be interested in ordering.

FOR NORWEGIAN CUSTOMERS: instead of contacting our EU customer support, please direct your messages to our Swedish customer support at kundtjanst@acon24.se for further information.

SHIPPING TO LOCATIONS OUTSIDE EUROPE: To order our products to regions other than the EU, Sweden, North America and Russia (e.g. Norway and Switzerland), please contact our customer service. As such shipments require some extra attention in customs handling, we process these manually.

We will take care of everything; from dispatch to customs handling and delivery. These orders are processed “case-by-case”. What this means, is that we calculate the shipping costs for each specific destination individually (excl. Swiss and Norwegian shipments: the freight charges for large parcels to these locations are 99 and 120 euros, respectively). Depending on the location, your package may be shipped by DHL, UPS or PostNord.

For larger packages, we use DHL’s Freight-service. Containers going to Switzerland dispatch once a week - usually on Fridays - and therefore, our delivery times depend widely on when the order is placed. Generally, consignments take 1-2 business days to get to DHL’s main Hub in Helsinki, and once the container dispatches, it usually takes from 3 to 7 business days for the package to reach its destination.

The payments for manually handled orders have to be made via bank transfer (PDF invoice, payment before delivery). As the products will be shipped to destinations outside the EU, the invoices do not include Finnish VAT – you’ll be responsible for paying this at import.

So, without further ado, take a stroll down the shopping avenues of www.acon24.com, and once you’ve made your pick, send us an email at customercare.eu@acon24.com to place the order. In order to proceed with ordering, we’ll be needing your full name, address, phone number and email. Do not hesitate to contact us if something remains unclear!

Receiving

Many of our products are heavy. Products are well packaged and are usually delivered without any damage to the content. However, if your shipment has - for some reason - suffered damage during transit, we would prefer that you accept the delivery of your shipment and contact us immediately (customercare.eu@acon24.com) with your concerns. This way we will be able to replace any damaged or missing parts as soon as possible. We will work with you in finding a solution to the situation.

Upon receiving of your product - before assembly and / or use - please make sure that shipment contains all the products and parts that you have ordered. To do this, you can compare the content of your shipment to the parts list in the assembly instructions. If any products or parts are missing, or if you received an incorrect item, please contact us immediately so we can address these issues promptly.

Payments

Currently we use third party payment processors PayPal and Stripe for your payment. Stripe and PayPal provide a seamless and secure way of transferring funds online.

If you have a PayPal account you can pay using PayPal. When selecting PayPal as a payment method you will be redirected to PayPal to confirm your payment before your order is accepted. PayPal’s privacy policy can be found here.

In terms of payments through Stripe, Stripe processes your complete payment information in accordance with Stripe’s privacy policy.

Both Stripe and Paypal are PCI DSS (Payment Card Industry Data Security Standards) compliance. PCI DSS requirements help to ensure the secure handling of credit card information by our website and its service providers. If you have questions, feel free to contact our customer service.

Warranty

Most of our products our covered by a manufacturer’s warranty. These range from one (1) to ten (10) years, depending on the product. More information on the warranties of our products can be found on the product information sections of each product. If you have any questions on warranty policies, please contact our customer service.

Returns

Our goal is to ensure your satisfaction for our products and peace of mind purchasing them. If for some reason you decide to return a product you purchased, you have to contact us within 14 days of receiving the product.

We want to ensure a smooth return process experience. If you need to return an item, you must receive a Return Merchandise Authorization (RMA) Number from us. To receive an RMA number please email us at customercare.eu@acon24.com. Our customer service department will send you the RMA number and return instructions.

Only returns with valid RMA may qualify for refunds. For refunds, all returned items must be in new, unused, resalable condition, and in the original box and packaging. Returned items are subject to 10% restocking fee. When you request return authorization, we will calculate and inform you of the restocking fee and the return shipping cost adjustments of the refund.

Provided that the returned items meet the above conditions, we will process your refund promptly. Should there be any issues with condition of the returned items, we will contact you.

If you are located outside of EU, please email us at customercare.eu@acon24.com.

Most products we sell are warranted against manufacturing defects in materials and workmanship. Please refer to our Warranty Policy and product info pages on www.acon24.com for product level warranty details. In the event of a warranty claim, our Warranty Policy applies.