Frequently Asked Questions

How do I order a product from Backbone?
Below we explain step by step how the ordering process at Backbone works. Is your question not among them? Please let us know through our customer service or send an email to info@backbonestore.nl

Step 1
Shopping

• In the online shop, go to the product you want to order.
• Click on the T
  add
  to cart button. You will then see a notification in the upper left corner that your product has been added to the shopping cart.
• View the contents of your cart by clicking View Cart or Cart. The buttons can be found at the top right of the screen.
• Click Checkout or Continue to Checkout to place the order.

Step 2
Order

• Enter the address information where you want to receive the order.
• After entering the billing and delivery address, select a payment method.
• Will you order from Backbone more often? Then it is convenient to create an account. Then your information will be pre-populated on your next order. This can be done simply by
  
  Creating an account
  
  checking the box at checkout.
• Finally, agree to our
  
  terms and conditions
  
  and confirm that you have entered all information correctly. You do this by clicking the corresponding checkboxes. Finally, click Place Order.

Step 3
Pay

• To pay, you will be redirected to our payment provider Mollie (if you want to pay by credit card) or to your bank’s payment page (for an iDeal payment).
• Enter the requested payment information on this page so that payment can be processed. All banking information is transmitted through a secure SSL connection and cannot be intercepted by third parties. We do not store your payment information.
• Upon receipt of payment, we will send you an order confirmation by e-mail. In it we summarize the order and you will find the an indication of the expected shipping time. Once your order is shipped, we will send you the reference number. With this, you track the status of the shipment.

Still have questions after reading this roadmap? Our
customer service
is happy to help! Ask your question using the contact form or send an e-mail to info@backbonestore.nl

At Backbone, you can pay in the following ways:
Ideal, PayPal, Sofort Banking, Belfius Direct Net, Credit Card, Apple Pay, Bancontact and GiroPay.

All information you share with us or our payment provider Mollie during the ordering process is transmitted encrypted through a secure SSL connection.

If the payment has reached us correctly, we will send you an order confirmation by e-mail. This contains a summary of your order and the expected shipping date. Has your order been shipped? Then you get a track & trace to follow the shipping status

Want to change something in your placed order? If your order has not yet shipped, this may still be possible. To do this, contact us personally to request the change. You can use the contact form or send an e-mail to
info@backbonestore.nl
.

Sign yourself up on a waiting list for this product. You will receive a message from us as soon as the product is back in stock.

The color of the product you order may sometimes differ slightly in real life from the color you see on the website. This has to do with color reproduction on devices. Each monitor displays colors differently, depending on the brand, quality and whether the screen is calibrated. As much as we would like to, technically it is impossible for the color of every item to be exactly the same on every screen. We do our best with high quality photography and accurate color description. If, despite this, the color in reality is a little more than you expected, then unfortunately no rights can be derived from this. Don’t want to keep your product for this reason? If so, pleasereturn it within 14 days of receipt and notify us.

Yes, any order you place with Backbone you may cancel within 14 days. The period expires 14 days after the day you, or someone on your behalf, takes possession of the order. To exercise your right to cancel, it is important that you inform us. Report your decision to cancel to us via the contact form or by email
info@backbonestore.nl
.

Of course, we also like to read the reason why you want to cancel your order, but this is not mandatory. More information can be found in our terms and conditions.

For shipping to an address in the Netherlands, we offer free shipping for orders over €99.95.

Shipping costs to an address outside the Netherlands are calculated using the rates of PostNL, UPS or DHL. These are charges for registered mail, combined with the cost of the weight of the package shipment.

No, your Backbone order will receive you in a deluxe reusable gift box. And it is unfortunately too big for the mailbox.

Unfortunately, it is not possible to physically pick up your order.

Your package usually goes in the mail within 2 business days of placing your order. For personalized products, it is after 5 to 7 days due to the longer processing time. We work with our partners DHL, UPS and PostNL. It is common for the order to be delivered to you within 1-2 days later. Depending on the destination, delivery times may vary.

We currently deliver to most countries worldwide in cooperation with our partners DHL, UPS and PostNL. If you want to be sure if the order can be shipped to a certain country, please contact us personally through the contact form or by email: info@backbonestore.nl

Yes, anything ordered from Backbone you may return within 14 days with the exception of personalized items. For proper handling of returns, it is important that you inform us of this in advance. Report your return to us via contact form or email
info@backbonestore.nl
.

In your message, please include the invoice number and product characteristics, such as item description and color. Of course, we also like to read the reason why you don’t want to keep the product.

All our products are covered by the legal warranty. This means that the products must meet all the requirements you can reasonably expect of the product. If this is not the case, due to a production error, for example, please contact us as soon as possible. If your complaint is justified, you will receive a replacement product from us.
Carefully follow our usage recommendations, such as those for maintaining, washing and wearing Backbone products. This prevents complaints that are not covered by the warranty, such as wear and tear, discoloration or other user damage.