Customer service and advice

Do you need product advice? Then it is best to contact us. All general customer serviceYou can find the questions below. Need direct contact?

1. Use the chat button in the bottom right.
2. Call us on 020 308 6088
3. Send an email to winkel@trail.nl

Almost all of our shipments within the Netherlands are sent via DHL. Abroad, this may be a different shipment. You will receive a tracking email from us containing the name Intrapost. This is the party that picks up the packages from us and handles the rest.

We ship our products every working day. This means that in the Netherlands, delivery is usually the next day (or the day after). You will always receive a tracking code from us. We do not ship anything without full tracking.

You will see an indication below the product.

Please note: Nothing is shipped on public holidays.

That usually takes a few days within Europe. We cannot give any guarantees. Sometimes it is the next day, sometimes it takes about four days.

We deliver 6 days a week , Our carriers do not deliver on Sundays. You can see in the tracking on which day your package will be delivered.

Yes, but technically it is not possible to select that at the moment. You will receive a tracking email from us, and if you click through, you will see the DHL tracking information. In the DHL app, you can always change your shipment and have it sent to a pickup point.

The Netherlands

• DHL shipping costs are 6.95.
• It is free from 75 euros.

Belgium and Germany

• Shipping costs are 9.95.
• It is free from 100 euros.

European Union

• Shipping costs are 24.95.

Rest of the world

• We do not ship outside the European Union.

We have a return policy that allows you to return items within 365 days. Please use our return form for this: https://trail.nl/retour

You can of course also come to the store or send it on your own to:

Trail.NL
Maasstraat 37
1078HC Amsterdam

Keep your proof of shipment!

The return costs are the responsibility of the customer. From the Netherlands, it costs 6.50 via our return portal. From Belgium, it costs 7.50.

If you log in to the return portal again, you will see the return QR code or the label there.

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

We aim to process our returns every working day. You will receive a message from us when it has been processed. Depending on the speed of the bank, the refund will be credited back fairly quickly thereafter. You will always be refunded via the payment method you used.

It is possible that your money has not yet been refunded. There can be several reasons for this:

1. Your package has not been returned yet. Check your return tracking code to verify this.
2. The return has not yet been processed by us. Usually, this will 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 refunded to, for example, your credit card, Apple Pay, or PayPal instead of iDEAL.

The quickest option is to order a new product. We will refund your previous order once it is returned. You may also wait until you have received both products. If the second product does not fit either, you can return them together.

Yes, of course! We understand that you want to try on or feel your new gear first. That is perfectly fine. Just put on some shoes inside, test if a jacket fits well, or how a lamp feels in your hand.

What we *do* ask:

• Do not use the products outdoors or on dirty surfaces.
• Do not fill drinking systems or bottles with water.
• Do not cut off labels or packaging.

In short: you can try anything, as long as we can still sell it as new afterwards.

Below you can see the return conditions of our Webshop Quality Mark.

Please note that we have a return period of 365 days, provided we can still sell the items as good as new.

You have a cooling-off period of 14 days to return the product without giving reasons, starting from the day of receipt of the product. The product can only be returned unused and, if possible, in its original packaging.
The return costs for the order are at your expense.

The entrepreneur shall reimburse all payments made by the consumer, including any delivery costs charged by the entrepreneur for the returned product, without undue delay but within 14 days following the day on which the consumer notifies him of the withdrawal. Unless the entrepreneur offers to collect the product himself, he may wait with reimbursement until he has received the product or until the consumer demonstrates that he has returned the product, whichever occurs first. The entrepreneur shall use the same payment method for reimbursement that the consumer used, unless the consumer agrees to a different method. The reimbursement shall be free of charge for the consumer.

You may cancel your purchase agreement without giving reasons during a cooling-off period of at least 14 days. To do so, please use the form attached to our general terms and conditions sit. Trail.nl reimburses all payments made by the consumer, including any delivery costs charged by the entrepreneur for the returned product, without undue delay but within 14 days following the day on which the consumer notifies him of the withdrawal. Unless the entrepreneur offers to collect the product himself, he may wait with reimbursement until he has received the product or until the consumer demonstrates that he has returned the product, whichever occurs first. The entrepreneur shall use the same payment method for reimbursement that the consumer used, unless the consumer agrees to a different method. The reimbursement is free of charge for the consumer.

Is your product defective or breaking down too quickly, and do you want to claim warranty? Then please always contact us.It is best to do that through us. warranty form.

That depends a bit on the product and brand. Some brands offer a lifetime warranty, such as Darn Tough. Some brands use a two-year period, such as Salomon.

Then it is best to use this warranty form from Darn Tough fill it out. They will handle it themselves and you don't have to send anything back.

Do you have a complaint? Please feel free to contact us, and we will 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 have never let it come to the Disputes Committee either.

It is, of course, unfortunate if you have a complaint regarding the service you have experienced. Nevertheless, we kindly ask you to submit your complaint to the Customer Contact department via email. This can be done by email, regular mail, and/or telephone. Our Customer Contact department staff will review the complaint and attempt to resolve it to everyone's satisfaction.

• Trail.nl
• Maasstraat 37
• 1078HC Amsterdam
• +31 20 308 6088
• winkel@trail.nl

Upon receipt of your complaint, you will receive a confirmation from us. We will respond to your complaint within 14 days of receipt; should more time be required, we will inform you accordingly. If you do not find this satisfactory, you can also always contact the mediation department of Stichting Webshop Keurmerk, where Trail.nl is affiliated with. Should the mediation attempt for any reason not lead to a satisfactory solution, there is the possibility to submit your dispute to the Disputes Committee (SGC).

• The fastest way is the contact button in the bottom right. Then you can choose WhatsApp, among others.
• You can also email us at winkel@trail.nl. If, for example, you are missing a trail on the calendar, feel free to forward it.
• You can also call. You can reach us at 020 308 6088.

Mon: 10:00 to 18:00
Tue: 10:00 to 18:00
Wed: 10:00 to 18:00
Thu: 10:00 to 18:00
Fri: 10:00 to 18:00
Sat: 10:00 to 17:00
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Our opening hours may vary on public holidays.

Our address is: Maasstraat 37 in Amsterdam. Right by Westerpark.

We originated from Dutch Mud Men. A webshop where we have been selling gear for obstacle runners, mud runners, and survival runners since 2013. More and more items for trail runners were added, and we felt that this deserved its own shop. That is Trail.nl become

By now, we have a nice group of (ultra)trail runners.You can see here.

Yes, we are a member of the Webshop Quality Mark. Click here to go to our page.

Absolutely. If you buy in our store and you are from outside the EU, we have a special form you can use to claim back the VAT.

Absolutely. Business and international customers can purchase via Reverse Charge VAT. In the shopping cart There is a button in the bottom right where you can validate your VAT number.