Shipping

At UNTAG, we understand the importance of timely and reliable delivery of your orders. We work with different carriers to make sure your parcels are delivered as fast as possible. Once you've placed your order you will receive a tracking code via e-mail. We always ship our packages discreetly and without any visible logos or brand names. We only show the required postal code, house number and city as the sender details.

Shipping costs

We offer free shipping on all orders above €75 within the Netherlands, €100 for Belgium, Germany, and Luxembourg. For orders below €100 and for other countries a shipping fee will be applied. These shipping costs will be calculated at checkout. 

For international orders, the shipping fee will vary based on the destination of the order. This price will be indicated at checkout.

Unfortunately, due to current safety and regulatory restrictions, we are unable to make deliveries to countries experiencing political conflicts. Despite our discreet shipping methods, our packages are being held up at customs in certain countries. Consequently, we can no longer offer shipping to these destinations. If you find that you are unable to select your country at checkout, it means that we are no longer able to deliver to your location. We understand this may cause inconvenience and appreciate your understanding in this matter.

Delivery time

We aim to dispatch all our orders within the same day during weekdays when ordered before 23.45. Delivery times for orders within the Netherlands are typically 1-2 business days. Delivery to Belgium and Germany takes 2-5 working days after dispatch. Delivery to all other European countries takes 5-8 business days.

Shipments outside Europe may take 8-16 business days to ship. Please note that your shipment might experience some delay at customs.

If you choose to have a product delivered by registered mail or to another address, additional costs will be charged. Please make sure that your name and address are filled in completely and correctly so that the postal company can deliver your package without any problems.

Carriers

Depending on the country you are ordering from you will be shown different carriers that can ship your parcel. The carriers we work with are: 

  • PostNL
  • DPD
  • DHL
  • GLS
  • UPS
  • FedEx
  • Deutsche Post

You will be able to choose a carrier at checkout.

Customs and export 

For the delivery of your order outside the European Union, you may have to pay customs duties and/or excise duties. This depends on the country of destination. Costs may also vary from country to country. We have no control over the possible costs charged by the respective customs authorities. These costs are your responsibility. It is also possible that customs services will open your package for inspection. Although we want to protect your privacy as best as possible, an inspection by customs services is beyond our responsibility. It can happen that the delivery of a package may be delayed by a customs inspection. For more information, please contact the customs office of the destination country. For countries outside the EU, we are required to attach an overview of the products in the package to the outside of the parcel. 

Returns Policy 

At UNTAG, we are committed to providing our customers with the highest quality products. If for any reason you are not completely satisfied with your purchase, you may return the item within 30 days of receipt for a full refund. 

To be eligible for a return, the items must be in their original condition and packaging. This means that the items have not been damaged, soiled, washed, altered or worn and that all tags or labels are still attached to the item. Prosthetics must be returned in the original packaging for hygienic reasons. If the item has been used or damaged, it will not be eligible for a return.

Tailor made products cannot be fully reimbursed. When these are returned, only the costs of the standard product will be reimbursed.

To initiate a return, please register your return via our return portal. There you can create a returns label for your return.

1. Go to: https://UNTAG.montareturns.com/

2. Enter your order number and e-mail address to start the return process.

3. Select the items you want to return, select the correct quantity, and choose your return reason. Add a comment if necessary.

4. Choose your preferred shipping method. You will be charged a small amount of money to create your return label. Below is a list of prices per country.*

5. Check your details and confirm your return.

6. Choose a payment method to pay for your return label. 

7. Pack your product in the original box or other sturdy packaging.  Make sure to add an indication of your name and order number in your return package. 

PLEASE NOTE: If you are returning an item internationally, please state 'RETURN GOODS' clearly on the parcel. This is to prevent your parcel from being stopped by customs. If your parcel is claimed by customs and we don't receive your parcel we are unable to process your return.

We cannot process the return without an indication of origin, so make sure to state your name or order number.

8. Send your return package with the correct carrier.

If you do not have an account, cannot log in or do not want to create an account, you can send your item to us without registering it as a return - see the address below. If you do not want to use our return portal, you can return your package at your own expense to:

UNTAG
Visseringweg 3A
1112AS Diemen
The Netherlands

*Costs for the return label per country: 

The Netherlands

  • DPD: €3,-
  • PostNL parcel: €4,- 
  • PostNL letterbox parcel: €3,- (this method can only be used if the original package was a letterbox parcel)

Belgium

  • DPD: €3,-
  • PostNL parcel: €3,-

Germany

  • DPD: €5,- 
  • DHL Parcel Connect Return: €5.-

France

  • DPD: €6,-

Austria

  • DPD: €7,-
  • DHL Parcel Connect Return: €7,-

Ireland

  • DHL Parcel Connect Return: €8,-

Sweden

  • DPD: €8,-
  • DHL: €7,-

Finland

  • DPD: €15,-
  • DHL Parcel Connect Return: €12,-

Denmark

  • DPD: €15,-
  • DHL Parcel Connect Return: €12,-

 

Refund

If you have returned your items in good condition, we will refund the amount paid or settle the amount paid within 30 days. We will refund your money using the same payment option you used to pay for your purchase. If you paid with a credit card, we will refund the amount to the credit card that was used to pay.

If you have any questions or concerns about our shipping & returns policy, please don't hesitate to contact us at service@untag.com