ChromeBurner Customer Support

CATEGORY

  • Orders
  • Shipping
  • Returns
  • Warranties
  • Payments
  • Size Guide
  • Ordering

    You will find answers to all your questions about placing orders, order confirmations, price matching, and VAT here. Curated by our customer service team.

    I just placed an order. Can I still make changes?

    Once the order has been placed and the picking process has commenced, the likelihood of making changes is minimal. If you wish to make any alterations, please inform us as soon as possible, preferably by phone or email with 'URGENT' in the subject line. This will give us the best opportunity to accommodate your request.

    I just placed an order but want to cancel it. Is that possible?

    Yes, it is. However, please try to contact our customer service as soon as possible. We aim to process and ship your order as quickly as possible. If cancellation is no longer possible, you can always return the product.

    I placed an order but did not receive an order confirmation. Have you received my order?

    If you were redirected to the order confirmation page, we have received your order. If you did not receive a confirmation email, please also check your spam folder. We recommend adding our email address to your list of trusted contacts to ensure you receive future emails, including the track & trace code.

    I own a business and would like to receive an invoice without VAT. Is that possible?

    Unfortunately, we do not offer this option. Our webshop focuses on consumer sales. However, we can email you a consumer invoice if you wish. If so, please send us an email.

    Do you offer price matching or a lowest price guarantee?

    Yes, we do! We always strive to offer the best price on our website. However, if you find a product cheaper elsewhere, we are happy to see if we can match the price under certain conditions:

    • The competitor actually has the product in the same size and color in stock.
    • The competitor does not have a temporary discount that makes the product cheaper than ours.
    • We can actually match the price without selling below our cost price.
    How can I see if the product I want is in stock?

    We use a multistock system, which means that some products are in stock with us and others with our supplier.

    Are the prices of your products inclusive or exclusive of VAT?

    All prices on our website are inclusive of VAT.

    What happens if I purchased a product with a pricing error?

    We aim to list our prices correctly, but errors can occur. If you have purchased a product with a clearly erroneous price, we reserve the right to refund the amount and not ship the product. However, we will always do our best to rectify any errors. This also applies to promotional items and offers.

    Shipping

    Here you will find answers to all your questions regarding shipping costs, delivery times, import duties, and delivery options. Curated by our customer service team.

    When do I get free shipping?

    Netherlands and Belgium: Shipping costs apply to orders under 50 euros. Orders over 50 euros are shipped for free..


    Free Shipping for other countries:


    • Germany: for orders over €150
    • France: for orders over €150
    • Italy: for orders over €150
    • Spain: for orders over €150
    • United Kingdom: for orders over £130
    • Poland: for orders over 675 złotych
    • Germany: for orders over €150
    • Other European countries: for orders over €300
    • Canada: for orders over CA $679
    • USA: for orders over US $499
    Do I have to pay import duties?

    For European customers, no import duties are charged as orders are shipped from our warehouse in the Netherlands. For countries not mentioned below, it is advised to consult the government website for current information on import duties.

    • United Kingdom: 20% (helmets are exempt from VAT due to safety product)
    • Canada: Between 0 and 13%, depending on the state.
    • USA: Only for orders over 750 USD.
    What are the delivery times?

    If the ordered products come from our own stock, the following shipping times apply:

    • Netherlands and Belgium: Ordered before 10:00 PM, delivered the next day.
    • Other European countries (including UK): 2 to 4 working days with FedEx Economy.
    • USA, Australia, Canada, and New Zealand: 2 to 4 working days with FedEx Economy.
    • Other countries: 2 to 5 working days with FedEx Economy.
    • FedEx Priority: Average 1 to 2 working days.
    When will my order be shipped?

    If the items you ordered are from our own stock, orders placed from Monday to Friday before 10:00 PM (CEST) will be shipped the same day. Orders placed between Friday 10:00 PM (CEST) and Sunday 4:00 PM (CEST) will be shipped on Sunday and delivered on Monday.

    Where is my order?

    Once your order is shipped, you will receive a track & trace code from us. With this code, you can track the status of your package on the carrier's website. If there seems to be an issue with your package, please contact our customer service for further assistance.

    Can I have my order delivered to a service point?

    Unfortunately, we do not offer delivery to PostNL service points.

    Can I pick up my order in the store?

    Yes, that is possible. Please note that our store is located in The Netherlands. During checkout, you can select 'store pick-up' as the shipping method. Your order will be ready for pick-up 30 minutes later!

    Will all my ordered products be delivered at once?

    We aim to ship all products in one package. If you have placed multiple orders consecutively, we will combine them and ship them in one box.

    Returns & Exchanges

    You will find answers to all your questions regarding returning items, return fees, and options for exchanging a product for another one. Curated by our customer service team.

    What are your return conditions?

    You can always return your ordered products without giving a reason. We have a return period of 30 days within which you can return your order. However, there are some points to consider: the product must be undamaged, unused, in the original packaging, and in exactly the same condition. Please note!!! Once a film is removed from a visor, it is considered "used" and your return will not be accepted.

    Can I return a product for free?

    If you choose to return your products, you are responsible for the return shipment and the associated costs. Please note! In the case of a defective product, you can contact our customer service for instructions on how to return it for free.

    How do I return my package?

    Make sure the product is in unused condition and in the original packaging, and don't forget to fill in the return form and put it in the box. Please note!!! Without a return form, we cannot process your return request.

    Can I exchange a product?

    Yes, you can choose to exchange a product. The replacement item will be shipped to you at no cost. Please note that exchanging may sometimes take longer and that a product may be out of stock. We recommend placing a new order if you want a different size.

    I have returned one or more products. When can I expect my refund?

    We always try to process returns as quickly as possible. Typically, this is done within 2 working days from the moment they arrive with us. However, it may take a little longer if it's very busy. We always ensure that you receive your refund within the legal deadline!

    Can I return my order to your store?

    Yes, certainly! You can bring your order to the store for returns. Orders placed via bol.com can also be returned via our store.

    Download return from

    Download the right documents to return your product quickly.

    Warranties & Defects

    You will find answers to all your questions regarding defects, repairs and how to report a warranty case. Curated by our customer service team.

    My product arrived damaged, what can I do?

    First of all: we're sorry to hear that your order did not arrive in good condition. Our apologies for that! If the product is damaged, it is best to contact our customer service. Send us an email with photos or videos of the problem. That way, we can provide the best and fastest solution!

    What does the warranty process look like?

    Contact our customer service for warranty claims within the warranty period. Once we receive the defective product, we will send it to the supplier for repair or replacement. We will keep you informed of the progress. Please note that the duration of the repair may vary depending on the supplier.

    How long does a repair take?

    That depends on the brand and product! We assume a warranty period of 6 to 8 weeks. Generally, a warranty is ready sooner, but it may happen that a warranty takes longer. Unfortunately, we have no control over this and we are also not liable for any delays.

    Can a warranty claim be rejected?

    We may reject a warranty claim. We always follow the advice of our supplier. If they indicate that the defect is not covered by warranty, we will adhere to this advice. Please note!!! Without a completed warranty form, we cannot process your warranty, unfortunately.

    The steps of the warranty process:
    • Download the digital Warranty form and fill in as much information as you can.
    • Contact our customer service. Attach the warranty form in your email. Add photo’s or video’s of said defect. They will provide you with all the information and further steps.
    • Does customer service agree with the warranty case? You will be provided with a Warranty code (warranty number). You will be asked to send the package with our return label, Warranty code and warranty form to us.
    • Once the package has arrived with us, we will process your warranty and send it to our supplier. PLEASE NOTE!!! YOU CAN'T SEND A PACKAGE WITHOUT THE WARRANTY CODE.
    • Once the warranty has arrived with our supplier, they will start a diagnosis and based on that, the repair will be carried out.
    • Good news! Your warranty is ready. We will send the item back to you.

    Download warranty from

    Download the right documents to declare your warranty quickly.

    Payments

    You will find answers to all your questions regarding all the different payment methods. Curated by our customer service team.

    Which payment methods do you accept?

    You can pay with us using Credit card, iDeal, PayPal, AliPay, Bancontact, Google Pay, and KBC, among others.

    Can I pay afterwards?

    Unfortunately, we do not offer the option to pay afterwards.

    My credit card payment seems not to go through. What's going on?

    Make sure you have entered your credit card details correctly and that there is sufficient credit available. These are the most common reasons for declined payments. If this is not the case, please contact your payment provider. They may be able to determine the specific reason for the payment issues.

    Does ChromeBurner have a secure payment environment?

    ChromeBurner offers an extremely safe and secure shopping environment. Furthermore, the ChromeBurner website is equipped with an SSL certificate. This internationally recognized security method ensures that every transaction is secure.

    Size Guide

    You will find answers and information on how to measure and pick the right size for a specific motorcycle clothing product. Curated by our customer service team.

    How do I measure a helmet size?

    Use a tape measure to measure the largest possible circumference of your head. This point is located at about 2.5 cm above the eyebrows, along the attachment of your ear, and over the bump on the back of the head. On the product page of each helmet, you can see which helmet best fits your head circumference.

    Are there different fits?

    Yes, indeed, fits are categorized into roughly 3 categories: round, oval, and round-oval. With a round fit, the length and width of the head are almost equal. With an oval fit, the length of the head is significantly longer than the width. With a round-oval fit, the length of the head is slightly larger than the width.

    Are helmet sizes the same for all brands?

    Generally, yes. For example, if you have an AGV helmet in size L, you most likely also need a size L for other brands, but this cannot be guaranteed with 100% certainty.

    How do I know exactly which size motorcycle glove, jacket, shoe, or pants I need?

    Buying clothing online can be tricky, which is why we have a size chart for each clothing item on the product page. There you can see which size is best for you.

    Couldn't find your answer?

    Contact our customer service.

    Available by phone Monday to Friday.

    Customer Service