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 and receiving

Most in-stock products ordered from www.acon24.com will ship within 24-48 business hours. Shipping generally takes from 2 to 7 business days with lighter packages and 3-10 business days for heavy shipments. Delivery times may vary depending on your location. You will receive an automatic shipment confirmation email once your package leaves our warehouse. This message includes all necessary information on how to track the progress of your shipment.

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.

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, and remember to include your VAT ID/Personal identification number. Freight costs are 120 euros for all trampolines and trampoline packages, as well as all larger parcels.

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!

 

Payments

We use Adyen for all purchases made within the EU-region. Adyen provides a seamless and secure way of transferring funds online.

In terms of card payments, Visa and MasterCard are widely accepted all around Europe. In addition to card payments, Adyen provides locally accepted payment methods depending on the region. Payment methods such as bank transfers and payment plans from third parties may be available in certain areas. For more information, we suggest visiting https://www.adyen.com/payment-methods. 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

All Returns or Exchanges must be completed within 90-days of original shipping date. All items must be new, unused, and in the original box and packaging. A 15% re-stocking fee will be applied to returned item(s).


Returning an Item

STEP 1. Please contact us at customercare.eu@acon24.com to inform about the return.

STEP 2. Return the item with its original packaging to:

ACON FINLAND OY
Terminaalitie 9, 90400 Oulu,
FINLAND