Free shipping >> 50,- in the Netherlands
Free sunglasses insurance
14 days return policy
Secure & easy payment

Frequently Asked Questions (F.A.Q.)

An overview of questions that are most frequently asked by other Sinners.

Free Insurance

What is the SINNER Free Insurance?
It’s a free insurance for everyone who bought a SINNER sunglasses. When your sunglasses are stolen, broken or lost, you can make a claim on your SINNER Free Insurance and you will get a new pair of SINNER sunglasses! Of course, terms and conditions apply, so read them carefully.

How do I register for the SINNER Free Insurance?
Just fill in the online register form at this website within 14 days of purchase. You can find the online register form here.

My sunglasses are stolen/broken/lost: how can I claim my SINNER Free Insurance?
Please click here to claim your Free Insurance.

How long is my SINNER Free Insurance valid?
The duration of the SINNER Free Insurance starts from the date of purchase and will cease after 1 year. Of course, the SINNER Free Insurance is only valid when you have registered online within 14 days of purchase. The SINNER Free Insurance cannot be extended. The product guarantee will expire after you accepted your new sunglasses from Free Insurance.

 

Order/Handling

How is the fitting of Sinner products?
The sizes of SINNER products are geared to the European standards. How the product fits to your body depends on different factors i.e. posture or figure. For making your decision as easy as possible we always try to optimize the ordering and returning process.

Can you help me with my helmet size?
A helmet needs to fit properly on your head for it to be safe. Measure the circumference of your head as shown in the picture and choose the correct size using the chart.

Size - reference - helmet

Do all prices include VAT?
Yes, all prices on the website and webshop include 21% VAT.

Will I be charged VAT on my purchases?
Whether you’re charged value added tax (VAT) on your purchases will depend on the destination country. The most common scenarios are described below:

1. You are located in the EU: VAT will be charged
2. You are located outside the EU: VAT won’t be charged

VAT rates charged by SINNER are according to Dutch law.
Customers outside of the EU will have the VAT charge removed in the check out process.

Will I have to pay for customs fees and/or additional taxes?
All shipments are sent from The Netherlands. SINNER cannot predict which (import)charges might occur and be responsible for assuring that the product can be lawfully imported to the destination country. All costs and responsibility associated with any kind of customs, duties and taxes are covered by the customer.
For more information regarding your country’s customs policies, please contact your local customs office.

What are the shipping rates for webshop orders?
Shipping within The Netherlands is €5,49.

Other shipping rates:
Belgium: €5,95  / Germany: €5,95 / United Kingdom: €9,95 / France: €9,95 / Austria: €9,95 / Spain: €14,95

For other countries, please select your country in the order process to see the shipping rates.

Can I change my webshop order afterwards?
If you want to change your order afterwards, please fill in the contact form: Click here.

When your order hasn’t been shipped yet, we will do our best to follow your wishes.

Can my webshop order be delivered on a specific date?
Unfortunately this is not possible.

I have placed my order. What now?
After ordering at our webshop you will receive an order confirmation by mail. Your ordered products will be packed and shipped from our warehouse within 1-3 working days. During National Holidays there can be some delay.

Orders are shipped with Post NL. You will receive a track & trace number by mail from us when shipment is done, so you can locate your order.

If you’re not at home when the shipment is brought to you, it will be tried again at a later time or day.

Does the ordered product not fit or not meet your wishes? Too bad, but don’t worry. Just check our return policy.

How can I reach the Customer Service of the SINNER webshop?

– by contact form: Click here
– by phone, customer support in English or Dutch language: +31 294 46 50 64 (Mon – Fri / 9.00 – 17.00)
– by phone, customer support in Spanish language: +34 668 10 95 08 (Tue – Fri / 9.00 – 17.00)

I have a complaint. What to do?

When you have a complaint concerning a SINNER product or our service, please contact our Customer Service and we will do our best to find an appropriate solution together.

Contact form: Click here
Phone number: +31 (0) 294-465 064 (Mon – Fri, 8.30 – 17.00)

We try to give you a reply within 48 hours and at least within 2 weeks.

If necessary, the Dutch Foundation for Consumer Complaints Boards can be contacted via www.sgc.nl. You may also contact the Online Dispute Resolution in case of a complaint ec.europa.eu/consumers/odr.


Returns of webshop orders

How soon do I need to send my order back? 
You can withdraw your ordered products – as long as they are in an unused condition and within the original packaging, if reasonably possible – within 14 days. After the withdrawal the customer has 14 days to return the products. Please follow our return procedure and fill in the return form.

If you would like to exchange products, please make a new order.

I returned my order correctly, but until now I haven’t got my money back. How come?
Please note that it will take us up to 14 days to transfer the money back to your account after you’ve recalled your order.

Ik heb mijn bestelling terug gestuurd, maar nog geen geld retour ontvangen?
Vanaf het moment dat u heeft herroepen, betalen wij u zo spoedig mogelijk, maar uiterlijk binnen 14 dagen terug.

Waar vind ik informatie betreffende uitoefening herroepingsrecht + Europees Modelformulier voor Herroeping

Download hier het Herroepingsformulier

Op welke producten is de wettelijke garantie van toepassing?

De wettelijke garantie is op al onze producten van toepassing. Wettelijke garantie wil zeggen dat een product datgene moet doen wat de consument er in alle redelijkheid van mag verwachten.