EU
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FAQ

Order

Placing an order

– Browse and shop on the website. Once you have chosen your article in the size you require, add it to the shopping cart. When you have finished shopping, click on the shopping cart and ‘Checkout’.
– When proceeding to checkout, you can create a customer account to complete your order or proceed to payment using guest access.
– Select a shipping method (Standard or Express) and your delivery country before proceeding to payment (credit card or PayPal).

Note: The website www.volcom.eu only delivers the following countries: Belgium, Denmark, Finland, Republic of Ireland, Italy, Luxembourg, Portugal, Sweden, The Netherlands. Other countries offer delivery on other websites, you can click on the flag, in the top right corner to check other delivery options.

Order preparation and shipment timelines

Any order validated before 11:00am GMT+1 (10:00am GMT) for all delivery countries, except Portugal before 8:00am GMT+1 (7:00 GMT), from Monday to Friday shall be prepared and shipped on the same day. All orders validated after that time limit, will be shipped on the following working day. These timelines do not include public holidays. Delivery times depend on the destination address and method of shipment selected (Standard or Express).

Modifying / Cancelling an order

Given to our order preparation times, we are unfortunately unable to modify or cancel an order which has been validated.

Note: You have a period of 30 days within which to return any articles that are not entirely satisfactory. One return per order will be accepted. Once the returned article has been received by us, you will receive a refund as soon as possible.

Invoices

Once your order has been shipped, you can access the corresponding invoice in your online customer account (log in first). If you placed an order using guest access, your invoice can be accessed in the online ‘Track Order’ section. In both cases, you can download your invoice in PDF format.

Delivery

Countries we deliver to

Volcom.eu offers delivery for the following countries:

– Belgium
– Denmark
– Finland
– Republic of Ireland
– Italy
– Luxembourg
– The Netherlands
– Portugal
– Sweden

Note: PO boxes cannot be delivered.

Delivery costs

Delivery costs depend on your order total and method of shipment selected (Standard or Express)

 Territory   Service   Carrier   Delivery times   <30€   >30€ 
Belgium     Standard        SoColissimo       3-5 working days        9.00€       Free of charge  
    Express        TNT Express        1-2 working days        12.00€       12.00€ 
Portugal     Standard        SEUR       3-5 working days        9.00€       Free of charge  
    Express        SEUR Express        1-2 working days        12.00€       12.00€ 
Italy, Luxembourg, The Netherlands     Standard        UPS       3-5 working days        9.00€       Free of charge  
    Express        UPS Express        1-2 working days        12.00€       12.00€ 
Denmark, Finland, Ireland, Sweden     Standard        UPS       3-5 working days        15.00€       Free of charge  
    Express        UPS Express        1-2 working days        20.00€       20.00€ 

Delivery timelines

Delivery takes 3-5 working days using the Standard shipment service and 1-2 working days using the Express service, from the time we transfer your order to our carrier.
Order preparation and shipment times should be added to delivery times. Any order validated before 11:00am GMT+1 (10:00am GMT) for all delivery countries, except Portugal before 8:00am GMT+1 (7:00 GMT), from Monday to Friday shall be prepared and shipped on the same day. All orders validated after that limit will be shipped on the following working day.
These timelines do not include French public holidays (January 1st, Easter Monday, May 1st, May 8th, Ascension Thursday, Whit Monday, July 14th, August 15th, November 1st, November 11th, December 25th).

Delivery addresses

You can save several delivery addresses in your online customer account. Use the ‘Addresses’ section of your account to do so. Once a new address has been added, you can set it as the default billing or delivery address. Otherwise, it will be saved as an additional address for your future orders.
Note: PO boxes cannot be delivered.

Order tracking

Once your order has been shipped, you will receive an email detailing the order tracking number.

Absent on the day of delivery?

If you are absent on the day of delivery, here are the information you need, depending on the carrier.
– For orders shipped by UPS (Denmark, Finland, Ireland, Italy, Luxembourg, The Netherlands and Sweden), UPS will attempt to deliver your order for three consecutive days, or will drop it to a UPS Access Point nearby for you to collect it.
– For orders shipped by SoColissimo (Belgium), your order will be put in your mailbox if it fits, or you will have to collect it from your local Delivery Office.
– For orders shipped by SEUR (Portugal), after one or two attempts, you will be contacted by SEUR to agree on a new delivery date.
Please specify a delivery address where you are most likely to be available (your place of work, for example)

Returns

You have 30 days to return any article (discounted or not) that is not entirely satisfactory. Please follow the procedure detailed in the next section.

Note: Volcom will refuse to accept any damaged, worn, soiled or incomplete articles (label and original packaging required). Once the returned article(s) have been received and processed by our Logistics department, a refund will be made as soon as possible, via the method of payment used to place the order.

Orders >30€:

Volcom offers free returns for orders over 30€ when the following process has been respected:

From your VOLCOM customer account:
- Log in to your customer account entering your username and password.
- Select the order (60000XXXX) you want to return and click on "Vue Order"
- Click on "Return this item" and follow the instructions.

OR

Without a VOLCOM customer account :
- On the homepage, click on "Account" and “Track Order” to open the "orders & returns" page
- Enter the order number of the item you want to return (Order # 60000XXXX).
- Click on "Return this item" and follow the instructions.

Your package must be submitted within 30 days after your return request is submitted. Outside the time limit your prepaid shipping label will be expired.

Orders <30€:

Customers are responsible for return fees to our warehouse in France when the order amount is lower than 30€ (excluding shipping fees). The return needs to be requested as follows:

1– From your VOLCOM customer account:
- Log in to your customer account entering your username and password.
- Select the order (60000XXXX) you want to return and click on "Vue Order"
- Click on "Return this item" and follow the instructions.

2– Without a VOLCOM customer account :
- On the homepage, click on "Account" and “Track Order” to open the "orders & returns" page
- Enter the order number of the item you want to return (Order # 60000XXXX).
- Click on "Return this item" and follow the instructions.

As you are responsible for the return shipment, you can choose your own carrier, however we advise you to get a trackable service to avoid any issue. Any package received without appropriate franking will be refused and returned to the sender.

The return reference (@RMA+ 5 figures) needs to be written down legibly on the the return parcel, otherwise the return shall not be processed.

Exchanges

Exchanging articles

Volcom.eu does not currently offer exchanges online.

NB: However, you have 30 days within which to return an article that is not entirely satisfactory. You can then place a new order on our website.

Payment

Payment methods

Volcom.eu offers several online payment options:
– Credit card (MasterCard, Visa, American Express)
– PayPal

Payment security

All bank transactions are secured via the Ogone payment system. All information provided to process the payment is encrypted by means of the SSL protocol. This data can neither be detected, nor intercepted, nor used by third parties. Nor can it be retained by our IT systems, in accordance with current legislation.

Currencies

Prices on Volcom.eu are available in euros (€) only.

VAT

Product prices include all taxes. Details of VAT will be specified on your invoice, available in your online customer account. Please note that the VAT applied is that of France (20%).

My Volcom.eu account

Customer account

There are many advantages to creating a customer account on Volcom.eu:
– You can update your personal details and modify your password.
– Your addresses (invoice and delivery) are saved for future orders
– Order tracking is available online
– Your order history is available at all times.
You can set your preferences for information e-mails (news, product focus, promotional offers, etc.)

Newsletter

You can find out about our latest promotional offers, events and news by subscribing to the Volcom newsletter. Register on the bottom left of the homepage, in the ‘Connect with Volcom’ section or when you create a customer account by ticking the ‘Please add me to the Volcom Family email list’ box. You can then set your preferences in the ‘Email Preferences’ section of your online customer account.

Promotions

Private Sale

Subscribe to our newsletter to receive exclusive offers and the latest news on our products Volcom

Customer Service

Contacting us

For all queries about your order, our products and more, contact us by email: eu.service@volcom.com
You can also speak directly with our Customer Service via our online chat service (subject to availability of our Customer Service agents)

Opening hours

Our teams are available from Monday to Friday, from 9am to 1pm and 2pm to 6pm (5pm on Fridays) at the following numbers:
- The Netherlands: +31 85 2081 367
- Finland: +358 75 325 1357
- Belgium: +32 78 48 07 24
- Sweden: +46 10 138 85 74
- Ireland: +353 76 888 6779
- Portugal: +351 308 807 439
- Denmark: +45 78 75 42 91
- Italy: +39 040 9720414
- Luxembourg: +352 2786 21 68

These opening hours are GMT+1 and do not include French public holidays (January 1st, Easter Monday, May 1st, May 8th, Ascension Thursday, Whit Monday, July 14th, August 15th, November 1st, November 11th, December 25th).