Customer service

Our address is: Fannius Scholtenstraat 56H in Amsterdam. Close to the Westerpark.

We are open Tuesday to Saturday from 10am to 5pm.

Do you still want to exchange your items for a different size or return them? We have a 365-day returns policy.

You can register your return via our returns portal: https://trail.shipping-portal.com/rp/

You can of course also hand it in or exchange it in our store in Amsterdam.

If you would like to exchange your product for free, you are welcome in our store in Amsterdam.

Below you will see the return conditions of our Webshop quality mark.

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

"You have a cooling-off period of 14 days to return the product without giving reasons, starting on the day of receipt of the product. The product can only be unused and, if possible, be returned in the 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 by the entrepreneur in will be charged for the returned product immediately 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 the refund until he has received the product or until the consumer proves that he has returned the product, whichever is the earlier. The entrepreneur uses the same payment method that the consumer used for reimbursement, unless the consumer agrees to a different method. The refund is free of charge for the consumer."

If you make your return via our portal, it is usually a little faster than if you return it yourself. We aim to process the return the day after it has been returned, but due to crowds in our external warehouse it can sometimes take a few days longer.

If you choose a shopping credit, you will receive it immediately.

Your money may not have been refunded yet. This may have a number of reasons:

1. Your package has not yet been returned. View the tracking code of your return to check.
2. We have not yet processed the return. This will usually happen the next day.
3. The bank sometimes needs a few days for processing. Especially during the weekend.
4. You paid in a different way. So your money will be refunded to, for example, your credit card or Paypal instead of iDEAL. 

The fastest way is the WhatsApp button at the bottom right.

You can also email us at winkel@trail.nl. For example, if you miss a trail on the calendar, you can feel free to forward it.

You can also call. You can reach us on 020 308 6088.

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

We originated from Dutch Mud Men. An online store where we have been selling items for obstacle runners, mud runners and survival runners since 2013. More and more items for trail runners were added and we felt it deserved its own shop. That has become Trail.nl.

We ship our products every working day. Then it will usually be delivered the next day (or the day after that.) You will always receive a tracking code from us. We do not ship anything without full tracking.

Please note: Nothing will be shipped on public holidays.

We deliver 6 days a week, only on Sundays our carriers do not come. In the tracking you can see on which day your package will be delivered. 

Netherlands

• DHL shipping costs are 6.95.
• From 50 euros it is free.

Belgium

• Shipping costs are 7.95.
• From 100 euros it is free.

You can cancel your purchase agreement during a cooling-off period of at least 14 days without giving reasons. Please use the form attached to our general terms and conditions. Trail.nl 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 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 is the earlier. The entrepreneur uses the same payment method that the consumer used for reimbursement, unless the consumer agrees to a different method. The refund is free of charge for the consumer.

Is your product defective or breaks too quickly and do you want to make a warranty claim? Please always contact us. Send a photo of the defect and do not forget to mention your order number. Then we can solve it for you as quickly as possible.

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

1. Place a sheet of paper on the floor against a wall.
2. Make sure you wear the same socks you would normally wear with these types of shoes.
3. With these socks on , stand on the sheet of paper with your foot perpendicular to the wall and your heel against the wall.
4. Then ask your friend to draw a line just in front of the longest point of your foot. Repeat for both feet and choose the longest distance to determine your size.
5. Use a ruler and measure the distance between the wall and the line you drew to find your size. If you are between sizes, choose the larger size.

Yes, certainly. You can find that in this blog.

It is of course annoying if you have a complaint about the service you experienced. However, we kindly ask you to forward your complaint to the customer contact department by e-mail. This can be done by e-mail, regular mail and/or telephone. Our employees from the customer contact department will review the complaint and try to resolve the complaint to everyone's satisfaction.

• Trail.nl
• Fannius Scholtenstraat 56H
• 1051GA Amsterdam
• +31 20 308 6088
• mail@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 inform you. If you do not appreciate this, you can always contact the mediation department of the Webshop Keurmerk Foundation, of which Trail.nl is affiliated.  If for any reason the mediation attempt does not lead to a satisfactory solution, you can submit your dispute to the Disputes Committee (SGC).