Making A Purchase Please feel free to browse the web-site. If you would like to purchase any items just add them to your shopping cart (you can always remove them later). You can view your cart at any time to remove, amend or check your order total (remember it’s free shipping within most EU countries for orders over €100 ). When you are ready to complete your order click on `checkout` and proceed through to the next stage.You will initially be asked for your personal information and then your preferred payment method. PLEASE ensure that you enter all information correctly. We use e-mail addresses to provide order confirmations, dispatch confirmation and to inform customers of any problems with payments or orders. Incorrect contact information may delay your order. If only part of the order can be sent then we only charge for the items sent. One of the most common reasons for a failed payment is incorrect 3 digit security number on the back of your card or expiry date. Please check this carefully. The payments web-site will not allow you to proceed until the card details provided are correct. You can send your money through PayPal, you can also pay by bank transfer or with your credit card via Paypal. Official purchase orders are also welcome from schools, colleges and local authorities. Any items that are put on back-order will not be charged until they are sent.
Shipping And Handling All of our shipping options require a signature at time of delivery. We offer FREE delivery on most EU countries for orders over €100 when using the standard shipping option. All orders are dispatched as quickly as possible. All deliveries are made Monday to Friday so 24 hour delivery orders sent on Friday will be delivered on Monday and 48 hour orders sent on Friday delivered on Tuesday. All orders received after 12pm may be processed the next working day. This deadline can be extended if previously arranged (please contact us by phone) and the items are in stock. If you need something urgently, please contact us, and we will do our best to help. Germany Saturday delivery:This is not a standard web-site option but can be arranged if necessary although the average cost of a Saturday delivery is €20.00 to €50.00 depending on the size of the order. We can offer diverse Express services. Please contact us for further information. We can ship world-wide. Out of EU orders do not qualify for free shipping. The shipping costs can cost more or less depending on what items you order and which country the order is to be shipped to, please email us as website shop system may not accept orders from all countries. We will e-mail you full payment instructions and confirm shipping costs once the order has been made. If you would like a shipping quote please feel free to contact us: firstname.lastname@example.org International postage costs are non-refundable. By placing an order with us you are accepting the terms and conditions of our carriers: DPD and TNT.
Delivery Schedule We work with all of our suppliers to ensure that most items are in stock or readily available `to order`. In some cases, e.g. where an item is particularly popular, there may be a delay of a few days whilst we re-stock. We always aim to deliver as quickly as possible. Items that are in stock will be delivered on average within 2-5 working days in all Europe using a standard delivery service (1-2 days Germany,2 days NL, 2-3 days UK, 2-5 days rest of Europe). Items that need to be ordered from our suppliers should be delivered within 5-7 working days (during the season). We will send all orders as quickly as possible using the above timescales. You may be e-mailed a delivery schedule with estimated dispatch times. This is to be used as a guide. Some items may be delivered sooner and some may take a little longer. You will also receive a dispatch confirmation by e-mail on the day that the goods are dispatched, so please make sure you enter your email address accurately. Track your order. Items sent by DPD will also provide a tracking number in the confirmation e-mail which can be used on the DPD web-site to track your order. If you would like an update on your order please feel free to e-mail or phone us. Please note that Hockey is a seasonal sport. Over 98% of hockey products are produced abroad. These are ordered 6 months in advance and the majority is delivered to Europe about 2 months before the start of the seasons in NL, UK and Germany. Our stock levels may vary depending on season. Please be aware of that the more popular items can run out of stock later during the season. We do our best to keep the web-site up to date but this can only be done when we are notified that items are out of stock by our suppliers. Our web-site does not offer real time stock control. During the hockey season we order from our suppliers almost every day. Out of season we order less often and therefore orders can take slightly longer to arrive. If you do order an item that is subsequently out of stock you will be notified and given the option to order another item or cancel the order. The majority of orders are delivered within 2 weeks but we do ask that you allow `up to` 28 days for delivery although it is always our intention to deliver before this.
Back Orders If you place an order for multiple items and most of the items are in stock, to reduce the delay to our customers we may send that part of the order and create a back-order for the remaining item(s). This will show on your dispatch confirmation if a back-order has been created. Full postage is charged for the first part of the order with all back-orders being sent at no extra postage cost. We do not charge for back-orders until they are dispatched, therefore you may have more than one payment on your card statement.It is at our discretion whether we choose to create a back-order.
Tax Charges Prices shown on products web page do include German VAT. For all orders made from the European Union German VAT is added at the prevailing rate. For all other destinations outside the European Union, VAT is not charged (this is done automatically at checkout once you have chosen the delivery country). Importation taxes and customs duties might be applicable on customer side, please check on your own about your country’s importation limits and fees/rates.
Credit Card Security When prompted to enter your credit card details you are directed to a secure Paypal server (you will see the web-address bar change to https://)We are PCI DSS compliant which means that all payments are made using a secure on-line payments server and this information is not available to us, held by us or any 3rd party. Some users may find that they are unable to access the secure payments server due to restrictions on their computers (schools, colleges, military etc). Apple Mac users may also experience some problems. If you do have any problems completing the payment please contact us as an order would have been created on our system but without the payment details. We can take the payment details over the phone. If you keep trying to re-order you will create duplicate orders. NEVER e-mail us any credit card information. We will never ask you to do this.
Guarantee We aim to provide a quality of service that exceeds the best practices of our industry. Our priority is to give you, the customer, complete satisfaction and we intend to do this within a reasonable time frame and reasonable expectations. We do on occasion make mistakes and we will rectify these as soon as is reasonably practicable. Errors and Omissions: We do try to ensure that all of our prices are accurate although errors may occur. If we discover a pricing error on an item that you have ordered we will inform you as soon as possible. We will offer you the option of continuing with the order at the correct price or cancelling the order. If we are unable to contact you we will cancel the order. Acceptance of your order and the completion of the contract between us (Voodoo Hockey Europe) and you (the customer) takes place when the goods are dispatched (and paid for), unless we have notified you that we do not or cannot accept your order or you have cancelled it. Pre-authorisation of your payment card at time of order is not the point of payment – this occurs when we dispatch the goods and actually take the money from your account.
Returns Policy Cancellation Policy: The customer has the right to cancel an order they have received if we are notified within 7 days of receiving the order. You can notify us of this by e-mail, fax or letter. If you decide to cancel the order the items will have to be returned by the customer at the customers cost to the following address: Voodoo Hockey Europe, Returns, Riedlenstr. 14, 89079 Ulm, Germany Returned goods:We recommend that all return goods are returned using some form of tracked delivery service, so that there is proof of delivery back to us.The customer is responsible for any returned goods until they are delivered to us. All goods must be returned in a saleable condition. Postage and packing costs are refundable, but only if we are notified within 7 days of you receiving the goods. We do not refund return postage costs.Returns Policy:There is a 7 day period in which you can cancel your contract after your receipt of the goods. The goods must be returned in good / new condition. If you change your mind after 7 days, or you wish to exchange an item please return the goods to us. Personalized or bespoke items (special order shirts, goalie smocks with names/numbers on them etc) cannot be returned. Postage and packing costs are not refundable. We do not refund return postage costs. All exchanges are subject to a new shipping charge. If your initial order value was over €100 and you received free shipping and you send items back that makes the order value under €100 you will have a shipping cost deducted. This is because the value of the items that you kept no longer exceeds €100 and you are no longer eligible for free shipping on the initial order. NOTE : Items must be returned to us in a saleable condition. Items not returned in a saleable condition can be rejected. No postage is refunded for returned items unless agreed in advance.
About Us Voodoo Hockey Europe is a field hockey specialist with over 15 years experience selling sports equipment to individuals, clubs, local authorities, schools and shops. We offer a high quality range of hockey equipment in Europe for all kind of hockey players and we are still growing. We can send items all over Europe. Our aim is to provide 100% customer satisfaction, and we do our very best to achieve that. We are a Germany based operation, and we operate under German law. Any transactions with us will be under German law with place of jurisdiction in Ulm.