FAQ

Most Frequently Asked Questions

  • How do I place an order?

    Bestellen via de Canary Hill webshop is heel eenvoudig: je kiest je favoriete artikelen en plaatst die in je winkelmandje. 
    Klaar om je bestelling af te ronden? Klik rechtsboven op ‘Winkelmandje’ en doorloop de volgende stappen in het bestel- en betaalproces:

    • Vul je persoonlijke gegevens in of log in als je reeds klant bent.
    • Kies de leveringswijze: bij je thuis, bij familie of buren, op je werk, of in een ophaalpunt van bpost.
    • Selecteer je betalingswijze.
    • Controleer een laatste keer je gegevens en rond je bestelling definitief af.

    Na afronding wordt je bestelling per mail bevestigd. Vragen of problemen bij je bestelling? Neem contact op met onze klantenservice op webshop@canaryhill.be.

    Je kan enkel een bestelling plaatsen via de hierboven beschreven stappen op de webshop. Het is niet mogelijk om op een andere manier artikelen te bestellen (bijvoorbeeld per email of telefonisch).

  • Can I reserve an item?

    No, you cannot make a reservation for a product. The selection of articles in the web shop is linked to our stock and that means that an article is reserved only for you once you successfully completed the ordering procedure. Until then, another customer can order the same article. If that happens, you will receive a notification that the item is no longer available.

Payment Methods

  • How can I pay?

    The prices on our website are 21% VAT inclusive. Shipping costs are added seperately . We offer the following secure payment methods:
    * Credit cards: Visa and Mastercard
    * Bancontact 
    * IDEAL 


    We have chosen MultiSafePay as specialized payment partner for secure payments via the Internet. We have no access to your confidential payment data, and we do not store them.
    It is not possible to settle the payment of your purchase by bank transfer.

Delivery

  • What about international shipments?

    Outside Belgium these shipping rates apply:

    Want your outfit delivered in a country that is not on the list?  With pleasure!  Drop us an email at carol@canaryhill.be and we'll make it work.

  • How can I return an item?

    We think you'll love your Canary Hill item.  But we appreciate that customers change their mind. You are entitled to the legal cooling-off period of 14 calendar days. The Belgian law of April 12, 2010 on business practices, information and consumer protection, allows the purchaser within 14 days from the delivery of the product to inform the vendor that he or she renounces the purchase. The goods have then to be sent back, undamaged, unused and with the original labels or hangtags.  You'll find an order form in the box; please indicate on the form which items you return and send the form with the goods.  We remind you that we only accept returns of unused items, with the original labels or hangtags and without signs of use (stains, odors,...).  Please note we do not accept returns on sale items.

    Important!  A kit must be returned as a kit, thus including the shirt and the shorts. We will not refund an incomplete returned kit.

    Canary Hill offers free return * for shipments to Belgium, Luxemburg, Netherlands, France, Germany, Spain, Italy, Portugal, Ireland, Malta, Finland, Czech Rep, Estonia, Slovkia and Slovenia: please use the return label inside the box to send us back your goods

    Please send back your parcel using the return label * or at your own expense by mail to:

    53Twelve BVBA
    Raapstraat 23
    9031 Drongen - BELGIUM

    International Return

    All returns from overseas to Belgium must be marked on the customs declaration that it is a 'RETURNED ITEM' . This will mean that there are no custom charges liable. If you do not do this and we are charged by customs, we will recharge you the customs fee.

  • What about shipping costs for domestic and international deliveries?

    All our items are shipped by bpost and its affiliated international partners. You can have your parcel delivered at your home address or at another address. Shipping cost is 7 euros per parcel within Belgium. The delivery time is estimated between 3 to 5 working days.  Delivery in a pick up point costs 6 euro per parcel.

    Want your items shipped internationally?  Our pleasure!

    • Netherlands: 7,5 euro
    • Luxembourg: 7,5 euro
    • Germany: 8,5 euro
    • France: 10,0 euro
    • Spain: 17,0 euro
    • Portugal: 18,0 euro
    • Italy: 17,0 euro
    • Greece: 19,0 euro
    • Malta: 20,0 euro
    • Austria: 16,5 euro
    • Denmark: 16,0 euro
    • Sweden: 17,5 euro
    • Poland: 16,5 euro
    • Turkey: 21,0 euro
    • UK: 17,0 euro
    • USA: 15,0 euro
    • Australia: 25,0 euro
    • Canada: 23,0 euro

    You want to have your Canary Hill outfit delivered anywhere outside these countries? Please contact us at webshop@canaryhill.be and we will arrange it for you !

Other

  • How can I report an issue?

    Canary Hill does its utmost to deliver a perfect product. If the delivered product does not meet your expectations, please let us know at webshop@canaryhill.be

     
    This is also the address to let us know about your general remarks, complaints about the website, delivery problems or any other issue. We will reply to you as soon as possible.

  • More questions? Or a suggestion?

    Do you have a question that was not answered in the FAQ list? Or do you have a suggestion or a feedback? We like to hear from you! Please let us know via webshop@canaryhill.be 

  • How do I place an order?

    Bestellen via de Canary Hill webshop is heel eenvoudig: je kiest je favoriete artikelen en plaatst die in je winkelmandje. 
    Klaar om je bestelling af te ronden? Klik rechtsboven op ‘Winkelmandje’ en doorloop de volgende stappen in het bestel- en betaalproces:

    • Vul je persoonlijke gegevens in of log in als je reeds klant bent.
    • Kies de leveringswijze: bij je thuis, bij familie of buren, op je werk, of in een ophaalpunt van bpost.
    • Selecteer je betalingswijze.
    • Controleer een laatste keer je gegevens en rond je bestelling definitief af.

    Na afronding wordt je bestelling per mail bevestigd. Vragen of problemen bij je bestelling? Neem contact op met onze klantenservice op webshop@canaryhill.be.

    Je kan enkel een bestelling plaatsen via de hierboven beschreven stappen op de webshop. Het is niet mogelijk om op een andere manier artikelen te bestellen (bijvoorbeeld per email of telefonisch).

  • How do I register as a customer?

    Easy!  When making your first purchase at the Canary Hill shop, you are requested to register first. Click on "Login" at the upper right corner, and simly complete the steps to register. You will receive an immediate confirmation of your registration by email and you can compete your purchase.

    You can also shop without registration.  In this case you will need to fill your data again when you pop in the next time for shopping.

     

  • Can I cancel my order?

    Yes, you can cancel your order provided that it has not been shipped yet.

    You already paid for it ? Then we will refund the paid amount as soon as possible.

  • What happens with my personal information?

    The personal data that you leave behind when registering as a customer are stored in the customer base of Canary Hill. These data are used to execute the purchase agreement and the order and for our own marketing purposes. Your data will never be given or sold to third parties. You always have the right to access and to correct your data on file. Therefore simply contact our customer service. If you have an account, simply log in to the site to check and change your data yourself.

  • What size am I?

    You'll find a link to the Canary Hill size guide with every item.  Canary Hill sizes for cycling wear are meant to fit tightly around your body. If you prefer your shirt to be a bit more loose, better to choose a larger size.  Still in doubt?  Send us your sizes and we'll be happy to assist you in finding your correct size.

    Your size is out of stock?  Or your size falls outside the range S - XL?  Contact us and we'll arrange ir for you at no extra cost, only a little extra patience.