SHIPPING AND RETURNS

SHIPMENT POLICY

AWAKE offers free shipment on all products and to all countries that can be selected when choosing the shipping address.

The buyer bears the responsibility for the correct input of the delivery address; in case anything goes wrong with the shipment of an order due to an error in the delivery address made by the buyer, AWAKE cannot be held responsible for the (partial) loss of the shipment. In case AWAKE needs additional information regarding a delivery address, the buyer may be approached by AWAKE in order to provide additional information. A delay in the delivery may occur in case additional information regarding the delivery address is needed.

AWAKE will use all reasonable efforts to deliver the order within the expected delivery terms to the delivery address.

If delivery suffers a delay, or if the delivery cannot be implemented, or only partially, the buyer will be informed about this as soon as reasonably possible after the order has been placed. In this case, the buyer has a right to dissolve the contract free of charge.

The risk of damage and/or loss of products rests upon AWAKE up to the moment of delivery to the delivery address, unless this has explicitly been agreed otherwise.

In case the buyer receives a product that the buyer did not order, the buyer must inform AWAKE hereof as soon as possible (within 24 hours after receiving the order) by email (or through the contact page of the Website). The buyer will take care of the return shipment of such a product after receiving return instructions from AWAKE and AWAKE will bear the costs of this shipment and will subsequently take care of the shipment of the correct product to the buyer, provided the buyer has fully conformed with the return instructions from AWAKE.

In case a product has been delivered to the buyer in damaged or incomplete state, the buyer must inform the AWAKE customer care team as soon as possible (within 24 hours after receiving the order) through the website service.AWAKE.com. Subsequently, AWAKE will decide how to deal with the matter at hand; the customer must always inform AWAKE in the aforementioned situation(s) and wait for the instructions of the AWAKE customer care team. A customer who returns a product in this situation at his own costs, without first contacting and awaiting the instructions of the customer care team, cannot claim the costs he/she made at AWAKE (nor hold AWAKE responsible for the return shipment that took place without prior consent of AWAKE).

In case the order that has been shipped or is being shipped by AWAKE to the buyer, is missing, went missing, or in case the buyer claims that he/she did not receive the order (despite information such as the track & trace data / carrier information, indicating otherwise), the complaint procedure of the carrier will be started and the outcome of this procedure will be awaited, before any refund or re-shipment shall take place. The buyer will fully cooperate with the complaint procedure of the carrier. In case of a shipment that went missing as the result of an error by the carrier (and after the complaint procedure of the carrier has been completed), AWAKE will either refund the customer or AWAKE will try to re-ship the ordered product.

In case a shipment still has not been delivered at the delivery address of the buyer (or the pick up point) 14 days after the shipment date the buyer has the obligation to inform the AWAKE customer care team by email within 14 days (so: ultimately 28 days after the shipment date).

DELIVERY FAQS

HOW LONG DOES IT TAKE FOR ME TO RECEIVE MY ORDER?

FR, DE, AT, UK, IE, NL, BE: 2 - 5 working days

IT, ES, PT, PL, DK, HR, HU: 5 - 7 working days

NON-EU: 7 - 9 working days


The delivery time depends on the country, as well as the location. An order that is shipped to a rural location may take longer than an order that is shipped to New York City. The expected delivery time in business days, as mentioned in the advertisement of the product, differs per shipping country. In the tracking info, that you receive as soon as the parcel will leave the AWAKE warehouse, an indicated delivery time is shown.


WHERE CAN I FIND THE STATUS OF MY ORDER?


As soon as your order is shipped, you will receive an email with the track and trace data. The expected delivery time, as shown in the advertisement, is mentioned in 'working days', which means that weekends and national holidays should not be taken into account.


ARE THERE ANY SHIPMENT COSTS?


AWAKE offers free shipment on all products and to all countries that can be selected when choosing the shipping address.

Please note: for orders shipped to an address outside the EU, the buyer may be subject to import duties and taxes, which are levied when the shipment reaches the specified delivery address. The buyer will be responsible for payment of such import duties and taxes. It should be noted that AWAKE has no control over these charges and, since these charges are different for different countries, AWAKE cannot predict their amount. AWAKE advises the buyer to contact the local customs office for further information.


TO WHICH COUNTRIES DO YOU SHIP?


AWAKE offers free shipment on all products and to all countries that can be selected when choosing the shipping address.

CAN I PICK UP MY ORDER AT THE WAREHOUSE OR AT THE AWAKE OFFICES?


No, that is unfortunately not possible. We do not keep any stock at our offices and the warehouse of our fulfillment partner is not accessible to customers.