Customer service and advice

Need product advice? It's best to contact us. All general customer service questions can be found below.

Almost all our shipments within the Netherlands are shipped with DHL. International shipments may be shipped via a different method. You'll receive a tracking email from us with the name Intrapost. This is the company that collects the packages from us and handles the rest.

We ship our products every business day. In the Netherlands, this usually means they're delivered the next day (or the day after). You'll always receive a tracking code from us. We don't ship anything without full tracking.

You will see an indication below the product.

Please note: No shipping on public holidays.

Within Europe, this usually takes a few days. We can't guarantee delivery. Sometimes it's the next day, sometimes it takes four days.

We deliver 6 days a week Our carriers don't deliver on Sundays. You can see the delivery date in the tracking information.

Yes, but it's currently not technically possible to select this option at checkout. You'll receive a tracking email from us, and if you click through, you'll see DHL's tracking. You can always change your shipment in the DHL app and have it sent to a collection point.

The Netherlands

• Shipping costs DHL are 6.95.
• It is free from 50 euros.

Belgium

• Shipping costs are 7.95.
• It is free from 100 euros.

Europe

• Shipping costs are 19.95.

Rest of the world

• Shipping costs are 39.95.

We have a 365-day returns policy. Please use our returns form: https://trail.nl/retour

You can also come to the store or send it yourself to:

Trail.NL
Fannius Scholtenstraat 56H
1051 GA Amsterdam

Keep your shipping receipt!

Did you place two orders and want to return them together? No problem. You can simply fill out the returns form for one order. As long as you put them together in a box, everything will be fine.

We try to process our returns every business day. You'll receive a notification once your return has been processed. Depending on your bank's processing speed, your refund will be processed fairly quickly. You'll always receive a refund via the payment method you used.

Your money may not have been refunded yet. This could be due to a number of reasons:

1. Your package hasn't been returned yet. Check your return's tracking number to confirm.
2. We haven't processed your return yet. This will usually happen the next day. Returns sometimes arrive just one minute before closing time.
3. The bank sometimes needs a few days to process, especially on weekends.
4. You paid using a different method. So your money will be credited back to your credit card, Apple Pay, or PayPal, for example, instead of iDEAL.

The fastest way to do this is to order a new product. We'll refund your money for your previous order once it's returned. You can also wait until you receive both products. If the second product doesn't fit, you can return them together.

Below you will find the return conditions of our Webshop Quality Mark.

Please note that we have a 365-day return policy, provided we can still sell the items as new.

You have a 14-day cooling-off period to return the product without giving a reason, starting on the day you receive the product. The product can only be returned unused and, if possible, in its original packaging.
The return costs for returning the order are at your expense.

The entrepreneur will reimburse all payments made by the consumer, including any delivery costs charged by the entrepreneur for the returned product, without delay, but within 14 days following the day on which the consumer notified them of the withdrawal. Unless the entrepreneur offers to collect the product themselves, they may withhold reimbursement until they have received the product or until the consumer proves that they have returned the product, whichever is the earliest. The entrepreneur will use the same payment method used by the consumer for the reimbursement, unless the consumer agrees to a different method. The reimbursement is free of charge for the consumer.

You can cancel your purchase agreement within a cooling-off period of at least 14 days without giving any reason. To do so, please use the form attached to our general terms and conditions sit. Trail.nl The entrepreneur will reimburse all payments made by the consumer, including any delivery costs charged by the entrepreneur for the returned product, without delay, but within 14 days following the day on which the consumer notified the entrepreneur of the withdrawal. Unless the entrepreneur offers to collect the product themselves, they may withhold reimbursement until they have received the product or until the consumer proves that they have returned the product, whichever is the earliest. The entrepreneur will use the same payment method used by the consumer for the reimbursement, unless the consumer agrees to a different method. The reimbursement is free of charge for the consumer.

Is your product defective or broke too quickly and would you like to make a warranty claim? Please contact us. The best way to do this is through us. warranty form.

That depends a bit on the product and brand. Some brands, like Darn Tough, offer a lifetime warranty. Others, like Salomon, offer a two-year warranty.

Then it is best to use this guarantee form Darn Tough Fill it out. They'll handle it themselves, and you don't have to return anything.

Do you have a complaint? Please feel free to contact us, and we'll resolve it together. Below is the official text from our quality mark. Rest assured, we really don't need 14 days for a response. And we've never had it go all the way to the Disputes Committee.

It's unfortunate if you have a complaint about the service you've experienced. However, we kindly ask that you submit your complaint to our customer service department by email. You can do this by email, regular mail, and/or phone. Our customer service team will review your complaint and try to resolve it to everyone's satisfaction.

• Trail.nl
• Fannius Scholtenstraat 56H
• 1051GA Amsterdam
• +31 20 308 6088
• winkel@trail.nl

After receiving your complaint, you will receive a confirmation from us. We will respond to your complaint within 14 days of receipt. If it requires more time, we will notify you. If you do not wish to receive this information, you can always contact the mediation department of the Webshop Trustmark Foundation. Trail.nl is affiliated with. If, for any reason, the mediation attempt does not lead to a satisfactory solution, you can submit your dispute to the Disputes Committee (SGC).

• The quickest way is the contact button in the bottom right corner. You can then choose WhatsApp, among other options.
• You can also email us at winkel@trail.nlFor example, if you're missing a trail from the calendar, feel free to send it to us.
• You can also call us at 020 308 6088.

Mon: 10am to 6pm
Tue: 10am to 6pm
Wed: 10am to 6pm
Thu: 10am to 6pm
Fri: 10am to 6pm
Sat: 10am to 5pm00 hours
Sun: closed

On public holidays our opening hours may differ.

Our address is: Fannius Scholtenstraat 56H in Amsterdam, right next to Westerpark.

We originated from Dutch Mud Men. An online store where we've been selling equipment for obstacle runners, mud runners, and survival runners since 2013. More and more items for trail runners were added, and we felt they deserved their own shop. That's Trail.nl become.

We now have a nice group of (ultra) trail runners. You can find out exactly who is working in the shop at the moment. see here.

Yes, we are a member of the webshop quality mark. Click here to go to our page.