Frequently asked questions & answers
Frequently asked questions & answers
Your order is normally delivered within 1-3 business days.
All products sold on ortopediewinkel.nl are in stock and shipped from the same warehouse.
When ordering multiple products, the entire order is shipped together in one package. The stated delivery time applies to the entire order.
How can I track my order?
When your order has been shipped, you will receive a tracking number by email.
Use the link in the message to track the delivery and see its current status.
Can I make purchases as a business with an invoice?
Yes. Business customers can choose invoice or installment payments via Billie directly at checkout.
Billie is a payment method specifically tailored for businesses and requires an approved credit check.
How do I return an item?
You have the right to withdraw from your purchase within 30 days from the day you received the product.
To exercise your right of withdrawal, you must submit a clear notice of withdrawal. The easiest way to do this is through our digital returns process:
What condition must the item be in when returned?
You have the right to try the product in the same way as in a physical store.
If the product has been handled more than necessary to determine its characteristics or function, a deduction for reduced value may be made.
We recommend returning the product in its original packaging.
Are there products that cannot be returned?
Yes. The right of withdrawal does not apply to goods that, for health or hygiene reasons, are not suitable for return once the seal has been broken by the consumer.
This applies, for example, to certain products intended for direct skin contact.
How much does a return and exchange cost?
- In the event of withdrawal, we provide a return label and charge a return fee of €9.90, which is deducted from the refund.
- For an exchange of product or size, a return fee of €5.90 is charged.
- For approved complaints, we cover the return shipping costs.
How is the money refunded for a return?
For canceled purchases, refunds are issued no later than 14 days after we receive your cancellation notice.
We may wait until the product has been returned or until you provide proof that it has been sent back before issuing the refund.
The refund will be made using the same payment method used for the purchase.
Any return fees or deductions for diminished value will be adjusted in connection with the refund.
What happens if I don't pick up my package?
If a shipment is not collected from a service point or parcel locker and is returned to us, this does not count as exercising the right of withdrawal.
For uncollected shipments, a fee of €19.95 is charged, corresponding to the costs of shipping, return shipping, administration, and handling.
Can I get help choosing the right product or size?
Of course. If you need help or advice, please feel free to contact our customer service. We will be happy to help you find the right product for your needs.
How do I contact you if I have questions about my order?
How do I contact you if I have questions about my order?
Products, size and use
How do I choose the right size?
Read the size guide on the product page. If you are between two sizes, choose according to the recommendation there or contact us for help.
How do I know which product is right for my problem?
Start with our problem solver or categories and read “Suitable for” on the product page. If you’re unsure, email us and we’ll guide you.
Can you provide medical advice?
We can help you choose a product and explain how to use it, but we do not replace medical care. In case of severe pain, injury, or uncertainty, contact a healthcare provider.
How long should I use a support or product each day?
Follow the instructions on the product page and start gently if you're new to this. If anything feels wrong, stop using it and contact us.