Frequently Asked Questions

Orders

What payment methods do you accept?

In our webshop you can pay safely via:

• iDeal (Maestro)
• Visa
• MasterCard
• American Express
• Apple Pay
• Bank contact
• Google Pay
• Shop Pay
• Union Pay
• PayPal
• Klarna

How does post-payment with Klarna work?

With Klarna you can pay afterwards by choosing this payment method at checkout in the KWO Shop. This works as follows:

Choose Klarna at checkout – During checkout, select “Pay later with Klarna”.

Order is being processed – The webshop will ship your order immediately, without you having to pay in advance.

Pay within the due date – You'll receive an invoice from Klarna by email or in the Klarna app. You usually have 14 or 30 days to pay. You can pay via iDEAL, direct debit, or another payment method in the Klarna app.

If you don't pay on time, Klarna will send reminders and you may incur additional fees. If you use the Klarna app, you'll receive notifications to help you pay on time.

Can you accommodate special orders or large quantities?

Yes, for special requests or large orders (for example for a fishing trip) you can contact us at webshop@kwo.nl.

Where can I enter the discount code?

You can enter the discount code in your shopping cart in the KWO Webshop. You must enter the code before proceeding to the next steps of the checkout process.

Can I use multiple discount codes on one order?

No, this is not possible in the KWO Shop.

Can I combine multiple orders into one package?

If you've placed multiple orders and they haven't shipped yet, we can try to combine them. Please contact us as soon as possible at webshop@kwo.nl.

Can I also pick up my order at location?

You can also choose to collect your ordered products from KWO. This way, you can try them on to ensure the correct size. During the ordering process, select "Pick up at location" under "Shipping Options."

You can pick up your order at our location in Utrecht. This is by appointment only. Contact us to schedule an appointment at webshop@kwo.nl. Pickup is only possible on weekdays (Mon-Fri) from 9:00 AM to 4:00 PM.

Pick-up address
Carp Media BV / KWO
Ambachtsweg 46 / Unit 2
3542 DH Utrecht
The Netherlands

Do you work with influencers or companies?

Yes, we're open to collaborations. Send us an email with your proposal, and we'll be happy to explore the possibilities!

How can I file a complaint?

It's always possible that something doesn't go exactly as planned. We recommend that you first report your complaint to us by emailing webshop@kwo.nl. If this doesn't lead to a solution, you can submit your dispute for mediation through Stichting WebwinkelKeur at https://www.webwinkelkeur.nl/consument/geschil/. As of February 15, 2016, consumers in the EU can also submit complaints via the European Commission's ODR platform. This ODR platform can be found at http://ec.europa.eu/odr. If your complaint is not yet being handled elsewhere, you are free to submit it via the European Union platform.

Delivery

What is the delivery time of my order?

Delivery times may vary per product, as we work with various suppliers. Orders placed on weekdays before 5:00 PM are usually shipped the same day. Deviating delivery times are listed on the product page. If you haven't received your order within a few days, please email webshop@kwo.nl. We will try to respond within 48 hours.

When will I receive my track & trace code?

Once your package has been scanned at PostNL, you'll receive a shipping confirmation with the track & trace code. You can use this code to track your package's location on the courier's website. Orders are not processed on weekends and public holidays.

[ Click HERE to enter the Track & Trace Code and track the package. ]

Also use the PostNL My Package app. It's available for download on all popular smartphones. With this app, you can easily track your orders, change your address, and receive notifications if you're not home or when the package has been delivered to your neighbors or the nearest post office.

Can I still change my address?

As soon as your order is placed, we will immediately start packing your package.

If your order hasn't been packed yet, we can still change your address. Please contact us as soon as possible at webshop@kwo.nl.

Can I have my order delivered to a different address?

Yes, during checkout you can enter a different delivery address, for example for a gift.

What happens if I am not home when the delivery takes place?

The delivery person will leave a card, try to deliver the package to a neighbor, or drop it off at a PostNL collection point. You can track your package's location using Track & Trace.

I lost my package, what now?

We're sorry to hear you didn't receive your package. Please send an email with your order number to webshop@kwo.nl, and we'll work with you to find a solution!

We recommend checking with your nearest parcel point or neighbors first. In many cases, this is the fastest way to receive your package!

Do you also ship abroad?

Yes, we ship to Belgium, Germany, France, the Czech Republic, Spain, and Portugal. Shipping costs and delivery times may vary by country.

What are the shipping costs?

Shipping costs are calculated during checkout and depend on the weight of your order and the destination. Below are some guidelines:

€6.95 for orders under €75 (Netherlands)
€9.25 for orders under €75 (Belgium)

For countries outside the Netherlands or Belgium, shipping costs are higher than €9.95 and there is no option for free shipping.

Delivery is handled by PostNL mail carriers or parcel delivery personnel. Delivery will generally take place the next business day between 9:00 AM and 9:00 PM. Unfortunately, we cannot guarantee the exact delivery time.

Returns

Can I return a product?

Yes, it is possible to return unopened or unworn items in new condition within 28 days.

We cannot accept opened items (such as bait). If a product is incorrect or defective, please contact us at webshop@kwo.nl.

How do I return my product?

After registering your return, you'll receive a return label online via the link in your Track & Trace email. Pack the product securely, include the return form, and send it to:

Carp Media / KWO Webshop
regarding Returns Webshop
Ambachtsweg 46
3542 DH Utrecht
The Netherlands

This option is available for: Netherlands, Belgium, Germany, France and United Kingdom.

How much does it cost to return my products?

The return costs and the risk during transport are at your own expense.

How does the return process work?

We'll receive a notification once your return has been registered. Once we receive the product in its original condition, we'll process it as quickly as possible.

Please allow up to a week for processing. We'll notify you by email about the refund to your bank account or a voucher for your next order. In most cases, we'll refund the purchase amount to the account from which the payment was received within 14 days.

I received an incorrect/defective product, what now?

That's unfortunate! If you received the wrong product, please send an email to webshop@kwo.nl. We'll then offer you a suitable solution.

Is the product damaged?
Your products come with a 6-month warranty. If your product isn't defective due to use, we'll cover the repair costs. But what do you need to do? Follow these steps.

Step 1: Contact webshop@kwo.nl, make sure to take a photo of the defect and include your order number in the email.

Step 2: We may need to inspect the product. If so, you'll receive a returns slip from us. Print this and drop off the package free of charge at a PostNL location.

Step 3: In most cases, we'll advise you to take the product to a local tailor. All you have to do is pay the cost upfront, take a photo of your receipt, and email it to webshop@kwo.nl. The money will be in your account within 7 business days (usually sooner).

Model withdrawal form
We are required by the government to provide this legal form for returning (part of) an order. Please use the return form you received with your order; it's easier to complete and easier for us to process, allowing us to refund you faster. Using this legally required model form requires more administrative steps, which slows down the return process.

Please only use this form if you have not received our return flyer.

Products

Are the products always in stock?

The availability of each product is listed on the product page. If a product is out of stock, please contact us for more information.

Do you offer a warranty on the products?

Yes, all our products are covered by the statutory warranty. This means that a product must meet your reasonable expectations.

We care about our products and naturally do our best to deliver them in top condition. However, it sometimes happens that an order is damaged during transport or something else happens that entitles you to a warranty claim. Legally, you are required to report the defect to us within two months of discovering it. If the defect is covered by the warranty, we will repair or replace it free of charge.

Do you offer gift cards?

Yes, we offer digital gift cards in various amounts. These are the perfect gift for a fishing enthusiast! The code on the gift card can be used at checkout.

Can I also order different sizes with deals?

Yes, that's possible. You can indicate this in the comments section of your order description. We'll then adjust the sizes and send you the correct one. Sometimes you might want a size M pair of pants, but a size L hoodie. We'll solve that for you this way.

How do I know what size to order?

For clothing, you'll find an example of the model wearing the item on the product page. Not sure? Contact us, we're happy to help!

I'm looking for a specific product, but I can't find it. Can you help?

Absolutely! Send us an email with what you're looking for, and we'll see if we can arrange it for you.

Account and newsletter

Can I log in to the webshop with my community account?

No, the community and the webshop are separate platforms. You'll need to create a separate account for the webshop, possibly using the same credentials as your community account.

How can I subscribe to the newsletter?

You can subscribe at the bottom of our website (KWO Shop). This way, you'll stay informed about offers, new products, and exclusive tips & tricks!