FAQ

COVID-19


Due to COVID-19, all of our stores in The Netherlands are temporarily closed. Please be reassured our online store is open 24/7 and high safety measures are being taken at our warehouse. 


PRODUCT


1. How do I wash my KRAKATAU jacket?
All KRAKATAU garments have cleaning instructions on a tag inside the garment. In most jackets, you will find the tag stitched in the seam at the waist. Be sure to zip all zippers, and close all fasteners before you wash your jacket.
For down jackets we recommend that you have your product professionally cleaned by a service that specializes in cleaning down.
If you are not sure about washing your jacket, you can always contact us via webshop@krakatauwear.com for further instructions.
2. My zipper is broken, what should I do?
If you are having problems with the zipper on your KRAKATAU product, please contact us via webshop@krakatauwear.com so we can help you with a possible solution.
3. My KRAKATAU jacket is leaking. What can I do?
KRAKATAU jackets are made of a nylon outer fabric that has been treated at the mill with durable water repellency, called DWR. In order to revive the DWR, the product needs to be thoroughly cleaned according to the care label. When cleaning your KRAKATAU jacket, be sure to attach all closures and zip all zippers. Finally, the entire outside of the garment should be touched up with a warm iron on the steam setting. This process should revive the DWR. For even better performance, treat your product with a coating of a DWR spray.
4. My size is not available, will you restock?
If a size is not available, please contact us via webshop@krakatauwear.com. We are happy to inform you about a possible restock and can help you find your wanted size.


DELIVERY


1. Can I have items sent to someone as a gift?
If you want to send something to someone as a gift then you can use their address as the delivery address for your order. We do not offer a gift wrapping service so the goods will arrive just like a normal order. You might want to give the lucky person a warning so they know to expect a parcel!
2. How do I know when my order ships?
When we are finished with processing your order, you will receive an email from us. This means you will usually receive your tracking code the same day, depending on the time of ordering of very busy times.
3. How do I track my order?
When your order has actually shipped, you will receive an email from the shipment company. We ship with DPD or UPS, depending on your location. If you have not received an email, we advise you to please check your spam box before contacting us about questions regarding the shipment of your order. In the email from the shipment company you will be able to click the tracking code to follow your order.
4. The address I typed is correct, but it's not being accepted. What should I do?
Does the address you typed match the address on file with the credit card company? If it does, and you still encounter a problem, please call our Customer Center at +31 20 2400 672 or send us an email via webshop@krakatauwear.com.
5. Can I cancel my online order?
We immediately start to process your order as soon as it’s placed. When you have not received a shipment email, it is possible to cancel your order. After the shipment email we are not able to cancel the order anymore. Orders are only cancelled after receiving a cancelling confirmation from us. Please note you can also return your order within the 14 days mentioned in our return policy.
6. Can I change my order?
When you have placed an order and have paid for it, it is almost immediately prepared for transport. as soon as the status of your order has changed to ‘shipment is on the way’ you will no longer be able to change the order. For details, please contact our support team at webshop@krakatauwear.com
7. May I pick up my order from a Store?
Unfortunately, it is not possible to pick up web-shop orders from our stores. We do offer the option to request availability and reserve an item in one of our stores, after confirmation of availability it is possible to try the item in our stores and decide if you would like to purchase it.
8. What happens if no one present to receive the delivery?
The courier company will try to deliver your package once. If you are not there, the courier will leave the package at a neighbor or deliver the package at the nearest dpd parcel shop or UPS parcel shop in your area, if possible. The courier will leave a notification with the details of your package. Please contact us at webshop@krakatauwear.com if you see anything unusual in the track&trace link.
9. Delivery cost
Customers in the Netherlands, Austria, Belgium, Germany, Luxembourg, Spain, and United Kingdom enjoy free shipping for orders above €150, for orders below €150 the cost of shipping is €9,95. For all other countries we would like to kindly invite you to check the cost of shipping in our checkout.
10. Delivery time
Delivery in the Netherlands by courier on the next day, when ordered before 2pm. In all other countries orders are delivered by courier services dpd or UPS depending on your location. Most orders are processed within 1 working day. Since delivery times vary depending on the destination, the most accurate time is provided in the delivery information from the shipment company.
11.Do you deliver worldwide?
We ship worldwide. If you do not find your country in our checkout, please contact us via webshop@krakatauwear.com.
12. Do you include taxes and duties in prices?
All prices include tax and have no additional cost if you order from the EU. When you place an order outside of the EU, additional duties can be added when the parcel is delivered and have to be paid to customs. International orders outside the EU are sent DAP, we are not responsible for these costs, and these are not refundable.


PAYMENT


1.How can I pay for my order?
We accept payment through all major credit cards and PayPal.
This website features state-of-the-art security systems to encrypt and protect your payment details, guaranteeing the total security of all transactions.
The charge will be in the same currency as the prices you see at checkout.
You will receive an invoice with the billing details entered at checkout for every order placed on the website.
2. Can I get a price adjustment for items now on sale?
Online and in-store price adjustments can be made within 2 weeks of the original purchase to receive sale pricing if the exact size and color are currently in-stock. For more information, call our Customer Service at +31 20 2400 672
3. How can I use a discount code?
If you have received a discount code you can use this in our checkout, if the code is valid you will receive your discount directly.
4. Why doesn’t my promo code work?
Please check that you entered the promo code exactly as shown, without spaces. If the problem continues, please check the terms and conditions of the coupon or give us a call at +31 20 2400 672


RETURNS


1. How do I return?
If you encounter any issue with the products you received but do not wish to make a return, please contact us. We will be glad to assist you in finding the best possible solution.

In case you wish to return an item, it is important to handle the item and packaging with care. If the wrapping is damaged in such a way it cannot be used again for the return shipment, we would like to kindly ask you to use a good and sturdy alternative packing material. You are kindly requested to unwrap and use the item only to determine whether you would like to keep the item. Used, damaged and items without the unique return label/seal cannot be returned or exchanged. The return label is the label which is attached to your item with a plastic wire and it should not be removed when you wish to exchange or return the item.

If the return label is no longer attached and/or if we strongly suspect the item has been used, you are not eligible for any refund and we will return the item to you.

Please note: the return costs are costs carried by the sender.


RETURN PROCEDURE


When you would like to return an item, please follow the following steps:
1. Put the items in the original package.
2. Fill in the return form which is delivered with your order and include it in the package.
3. Write the return address on the box and purchase a shipping label. You can find the address on our return form*
4. Send us the return shipment. Please note: the shipment costs are costs for the customer.
5. When we have received the order, we will refund the money within 14 days of sending the item back to us and will inform you by email.
*If you have not received a return form with your order, please find our return address below:
Hartevelt BV
To KRAKATAU
Molensteijn 8
3454 PT De Meern
The Netherlands


REFUNDS


How can I receive money back?
Once your return has been received and accepted by our partner, your refund will be completed within 14 days after sending the item back via the original payment method, the delivery costs will also be paid back when you have returned your order completely.
Faulty items
It is our aim that every item arrives in great condition and we hope you’re always thrilled with your purchase. If you receive an item in a flawed or damaged condition, or if it doesn’t quite match the description on site, please advise Customer Service as soon as possible. Where possible we will arrange for a new replacement to be sent to you or a return for a full refund of the defective item.









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