FAQ KW FLEX

We are always ready to help you whenever required!

Contact us through any of the channels below:

• Email: [email protected]
• Call: +31616501686
• Whatsapp: +31616501686

If all products are in stock, we will ship your order the same working day if it is placed before 12 noon. In that case, 9 times out of 10 you will receive your order the next working day.

Exceptions are:

- Clothing that needs to be printed

Shipping within 1-3 working days

- Stringing of rackets

Shipment within 1-3 working days

- Pre-order or out of stock products

Products that need to be re-ordered can have a delivery time of up to 6 working days.

Is there any urgency or will it take longer than 6 working days? Please contact us.

If you choose to have your new badminton racket, squash racket or tennis racket strung, this will delay delivery. Our stringing expert will string your new racket as soon as possible. Your complete order will be shipped within 1 to 3 working days.

If you choose to have your new clothes printed with a name or logo, this will delay delivery. Our printing service will provide your new clothes with a beautiful print as soon as possible. Your entire order will be shipped within 1 to 3 working days.

KW FLEX badminton shop ships orders all over the world, with a few exceptions.

We do not ship to:

• Russia
• Belarus
• Countries or islands where the standard Post NL delivery does not come

If you entered an incorrect address or details during the ordering process in the KW FLEX webshop. If the delivery does not arrive and is returned, we will refund the value of the items (excluding shipping costs). However, you are responsible for return shipping costs and any import duties, duties and/or taxes imposed on the package. This amount will be deducted from the order refund.

We do our best to process orders as quickly as possible once a payment has been processed. Do you still want to change, cancel or add something after your payment? Call/Whatsapp us on +31616501686 with the details below:

• Order number
• Name
• What needs to be changed, canceled or added

If the order has not yet been processed, we can see what the options are. Our colleague will instruct you further regarding the next steps.

If an order is complete and has been shipped, it is unfortunately not possible to adjust the existing order.

If you are missing a particular item in our range, please let us know via the contact form, Facebook or at [email protected]. If possible, we will always order the item for you and add it to our range!

We measure and weigh the badminton rackets ourselves. Especially rackets which do not belong to the top class, it sometimes happens that the specifications differ.
Professionals or advanced players usually have 4 - 10 of the same rackets in their bag. With cheap rackets, the deviations are greater.
Do you have questions or doubts about certain specifications? Feel free to contact us.

We have tested almost all badminton rackets. The clothing, shoes, etc. have not, but we do know from customer reaction how they are perceived.

If the product ordered was not to your liking, for any reason. In many cases, you can return the item to us.

Go to our returns portal:

Return portal

Go through the following steps:

1. Use the zip code of the delivery address and the order number to start the return process.

2. Select the products to be returned and what the reason is.

3. Then select your method of refund. We can give you a refund or store credit.

Do you want a different size? In that case, create a new order.

4. Select how you want to return the product: via a delivery point (Above return costs) or in store (No return costs).

5. Check your details

6. Confirm and pay the return costs if necessary

7. Download the return label (also sent via e-mail)

8. Return the package

9. If the package is received properly and meets our conditions, the money will be refunded within 5 working days.

You may also use your own return label. In this case, please send the track & trace link to [email protected].

The cost of returning letter mail is borne by the buyer.
The cost for returning package mail is:
- €6,95 in the Netherlands
- €8.95 in Belgium
- €8.95 in Germany
- €13.95 in France
The cost of returning parcel or letter post from countries other than the Netherlands, Belgium, France or Germany is entirely the responsibility of the buyer.

At KW FLEX, you always have 30 days after delivery to examine your item and, if it is not to your satisfaction, to return it. This may be done without giving a reason, but we always want to improve our service, so of course we would like to hear why you are returning it.

This way we can possibly adjust the product description or pictures, so that other users can read more or the correct information (Unfortunately we also sometimes make a mistake or get the wrong information delivered).

Regardless of whether you bought and product in the sale, promotion or regular range. Everything can be returned if it meets our conditions. These can be read on the returns page.

For defects in our products, where factory warranty may apply, they should always be returned to our suppliers. They will investigate and inform us of their decision. This may prevent you from incurring unnecessary shipping costs to return these products.

Warranty Request Review:

Please send us an email to [email protected] with the following information:

Title of your email: Reclamation + your 'order number'.

- Date of complaint

- Name of product(s)

- Your invoice

- Photos of the defective problem from multiple angles

- 1 photo to see the whole frame

- The tension used on your racket

- Description of the problem

Please try to keep the email under 5 MB.

Continued

We will inform our supplier about the brand in question. This usually takes a few days.

Some brands do not offer this service. Then we use our own expertise, as we also have a lot of experience.

If the product needs to be returned to our supplier for further investigation, we reply to your email with the shipping address of the brand in question.

It usually takes 1-2 weeks before they have a definitive answer after receiving your defective product.

All suppliers rely on our first-class service. Refunds will be handled through us.

Rackets with frames in new condition can always be returned within 30 days.

Please note the following:

- The cost of custom strings cannot be refunded.

- For a racket where the protective film has been removed from the handle, a value reduction of 20% on the new value of the frame price applies.

Damaged rackets or rackets with traces of use cannot be returned.

You can buy 2-3 rackets and return them within 30 days of receipt.

Make sure the frame remains brand new.

Follow these tips for 100% frame price:
- Pick up the shuttle by hand during testing.
- Test in situations with 1 vs. 1 players.
- Do not test in matches and 2 vs 2 situations.
- Do not remove the plastic film from the handle. Instead, you can put an overgrip over it.

The cost of stringing cannot be returned.

- When trying on, we recommend wearing both shoes. Walk with them quietly for a while.

- A good fitting shoe should fit correctly from heel to forefoot. Make a gentle lunge with your forehand leg. Bend the knee well to the front. There should still be room at your toes. This is to prevent a blue toenail.

- Feel with your fingers if there is no empty space at the side of the foot. Also try wiggling left and right with the forefoot.

- A good shoe should feel firm and stable. Preferably with no gaps except at the toes. The shoe should not pinch, but it should fit well.

If you haven't bought shoes yet, please read our sizing advice before buying shoes.

If you have only ordered a Pre-order item, you will be sent the product as soon as it is delivered to KW FLEX by the supplier. In most cases, the given dates are reasonably correct. However, there can sometimes be exceptions, taking longer than expected.

Have you ordered multiple items, including out-of-stock or Pre-order products? Then we will wait to ship until the order is complete. Please take this into account when ordering products.

Of course, it is no problem to send a partial delivery if you like. In that case, please indicate this at [email protected] or call us at: + 31-616501686. There will probably be extra costs involved.

Depending on the country, weight and dimensions, we will calculate shipping costs for the partial delivery. Therefore, always ask us what it costs. If you agree, we will send an additional payment request, after which we will send the partial delivery.

KW FLEX is based in the Netherlands and therefore payment is always made in Euros. If you change the currency from Euro to e.g. Pounds, Dollars, Yen, etc., the check-out page will display the products in the relevant currency.

BUT shipping costs, total excluding VAT, VAT and total including VAT are always calculated in Euros.

Unfortunately, it is not technically possible to change this.

In Europe, you always pay the VAT that applies to your country. In a number of countries, VAT is reverse-charged, meaning that no VAT on the purchase is payable to KW FLEX.
These countries are: Norway, Switzerland and Monaco and all countries outside the EU. Separate rules apply to the UK (see next point).

The UK is considered a non-EU country, which means that we apply the 0% rate on purchases in the Netherlands. This means you do not owe Dutch VAT.

BUT if the value of your order is less than or equal to 135 GBP, we have to calculate the 20% UK VAT and KW FLEX will remit this amount.
The GBP 135 is exclusive of shipping costs, exclusive of payment costs and the price exclusive of VAT. If charged in another currency, the order total will be converted to British pounds (GBP) according to the current rates, which are updated every 24 hours.

By default, our system takes into account a minimum order amount of GBP 165 to make use of the legal amount for VAT-free ordering. Normally this is 135 GBP, but due to currency fluctuations our webshop programme has applied this.

To avoid double VAT payments, we recommend ordering a minimum of GBP 165 worth of products.