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Frequently Asked Questions

Table of contents

- Prices and Payments

- Shipping

- Returns, refunds, warranty and damages

- Product related questions


Prices and payments

[Q] In what currency are the prices on your website showing?

[A] That depends on which website you are. If you check the top left of our website, it will show which country is selected. Prices shown are always in the currency of that country. So if you are for example on our Australian website, prices are in AUD. 

[Q] Are your prices including or excluding taxes or VAT?

[A] When you have selected one of our European websites (France, Germany, Nederland, Europe), prices shown are including taxes/VAT. When you are visiting our Australian, United Kingdom, Worldwide, Brazil or Russian website, prices shown are without taxes/VAT because you will not have to pay any. In any case, the price shown on the website will always be the final price you have to pay us. Please be aware that with any international transaction, your shipment may be subject to import duties. It is the customer's responsibility to be aware of their local laws regarding importing goods.

[Q] Does Chromeburner match prices of their competitors?

[A] We do, on a few conditions: a) The competitor has the item in stock.  b) The price of our competitor is not a temporary deal     c) We can in fact match the price: we are not matching prices if that means we are losing money over it.

[Q] Which payment methods do you accept?

[A] Our website supports international credit card payments, PayPal, iDeal, Mister Cash, Giropay and regular bank transfers.

[Q] I have placed an order but my credit card payment does not seem to go through. What is going on?

[A] In most of these cases, your bank probably blocked the transaction because you do not issue international transactions on a regular basis. They block payments because they seem suspicious and our payment system will mark the decline as "Error: Do not Honour". To solve this, simply call your bank or credit card provider and have them lift the block so they will allow you to complete the payment to us. You will have to place a new order and try again.

[Q] I have my own business. Can I buy items from you without VAT?

[A] Unfortunately as Chromeburner only sells to consumers, we do not have the option to make orders without VAT. However you can always include your VAT number in your billing address.

Shipping

[Q] Do you ship to my country?

[A] As long as your country is on planet Earth, we do! We ship worldwide with either our national postal services PostNL or with FedEx express shipping for an extra fee.

[Q] How much are the shipping costs for this item?

[A] Actually, in most cases we ship for free. We have a free shipping threshold for every currency on our website. The threshold is stated at the very top of our website. If your order value doesn't meet the threshold, the shopping cart will calculate the shipping costs for you.

[Q] How long will it take for my order to be delivered?

[A] We will list a few estimated transit times for you right here: United States = 5-7 business days. Australia = 7-10 business days. Canada = 6-8 business days. Russia = 8-12 business days. For other destinations, you can click on the following link to find your country:

[Q] Can I track the shipping status of my order?

[A] Absolutely! After placing an order, you will receive an email with the shipping details including a tracking number. You can track your shipment on www.internationalparceltracking.com. In most cases you will also be able to track the shipment on the website of your national postal services when the shipment has arrived at their sorting center. If you have selected FedEx shipping you can track the shipment on www.fedex.com

[Q] Can I change the shipping address after placing the order?

[A] That depends. We can only change the address if the item has not been shipped yet. Please do keep in mind that orders will always be shipped within 24 hours (on business days) but sometimes even faster. It is not uncommon that an order is shipped within a few minutes after it was placed. So always make sure to provide us with the correct shipping address right from the start.

[Q] The shipping status has been saying "ready for transport" for a few days now and hasn't updated since. Where is my parcel?

[A] With shipments to some countries, the shipping status will not update until the parcel has been scanned at customs. So no need to worry yet, the status will update soon! However if it doesn't update for too long or you don't trust it, don't hesitate to contact us and we will contact our postal services to have them look into it!

Returns, refunds, warranty and damages

[Q] The item I purchased does not fit as expected. What is your return policy?

[A] Our return policy is stated on our website. You can find it here: https://www.chromeburner.com/delivery-and-returns/

[Q] I received my order but it has arrived damaged. What do I do now?

[A] If the shipping box is damaged, please do not accept the delivery. If you notice the damage only after you have accepted the shipment, please let us know right away and email us a few pictures of the damage. Our shipments are insured so we will contact our postal services to take care of that. Please hold on to the parcel while the matter is being investigated. In the meantime, we can either issue you a refund or send you a new parcel with the same item. If you have to send the damaged items back to us, we will reimburse you for the shipping costs.

[Q] Are your items covered by the manufacturer's warranty?

[A] Absolutely. We only sell new and genuine brand items, fully covered by warranty. If there is anything wrong with your item with the warranty period, don't hesitate to contact us. We try to be flexible when it comes to fixing your problem. We can have you let it be repaired at a local dealer/shop, we can send you a replacement or you might have to send it back for repair. In any case, we will always reimburse you for any return shipping costs.

Product related questions

[Q] Are your helmets DOT certified?

[A] Since we are based in the Netherlands, we can only acquire and sell helmets with the European ECE22.05 safety certification. This safety rating is increasing in popularity as more and more countries accept it as being road legal. You can use ECE helmets in Canada, Australia, all of Europe, some states in the US and many, many more countries. Please check with your local authorities to make sure!

[Q] Where can I find the ECE sticker on my helmet?

[A] Contrary to popular believe, the ECE certification is not shown in the form of a sticker. Every helmet will have a white label on the chin strap with an "E circle style number" and the helmet's serial number. This is the only legal way of showing the helmet is ECE certified.

[Q] I need a helmet with the Australian safety standard. Do you sell those?

[A] As of 2016, every Australian state now accepts ECE22.05 helmets as being road legal. So although we do not sell helmets with the Australian safety standard, you can go ahead and order a helmet from us!

[Q] Do you have this product in stock?

[A] If our website shows we have a product in stock in your size, we have it in stock. Our website is synchronized to our warehouse so it will always show you the current status.

[Q] The item I want is currently out of stock. When are you getting new stock?

[A] That depends. For most brands, we will restock on any item in the current collection of said brand. This should take no more than a few weeks. If you want to make absolutely sure, don't hesitate to contact us and we can find out exactly when we are getting new stock.

[Q] I am interested in this helmet. Does it fit small or large and do you recommend it for my head shape?

[A] Every product page has a size chart in the description. Please follow the size chart carefully when determining which size you will need. There are a few things to keep in mind; Shark helmets tend to have a pretty narrow fit around the cheeks, but it's no need to go one size up. The cheek pads will wear in over time. The Scorpion EXO-1200 and EXO-2000 series tend to fit a half size large so if you're in between sizes, it might be better to get the larger of the two. Regarding fit and shape of a helmet, it is best if you send us an email and tell us which helmets you have owned before. Sometimes this helps us determining the right fit for you!

[Q] I've heard these shoes/boots run small. Do I need to order one size up from my regular shoe size?

[A] This is the case for most Sidi boots. Especially the Sidi racing and offroad boots tend to fit quite small/narrow so it might be smart to order one size larger. For all other brands, keep to your normal size when ordering.