Help

• Right to return goods
  You have a 21 day right to return period on all orders.
  
  Should the product not meet your requirements then you can use your right to return or exchange – this means simply send the product back in unused condition within 21 days of receipt. Please use the returns form provided.
  
  Return-Address:
  Logistikcenter Blue Tomato
  Snowboard Dachstein Tauern GmbH
  Köglerweg 50 Halle 1
  A-8042 Graz
  Austria

  
  
  Returning costs

  Austria	Germany	Other countries
  If your order was over 40€ you can send back the goods for free with Hermes Just use the stickers that we sent you with your order. If your order was not over 40€ you have to pay the shipping fees yourself - please ensure that you return orders with sufficient postage. We recommend you, to inform yourself about the delivery costs at the post office and different delivery services first. So you can find the best and cheapest delivery service for your return. The delivery costs will be refunded to you should we have made a mistake or the product was damaged during delivery, or the product is faulty.	If your order was over 40€ you can send back the goods for free. Just use the stickers that we sent you with your order. If your order was not over 40€ you have to pay the shipping fees yourself - please ensure that you return orders with sufficient postage. We recommend you, to inform yourself about the delivery costs at the post office and different delivery services first. So you can find the best and cheapest delivery service for your return. The delivery costs will be refunded to you should we have made a mistake or the product was damaged during delivery, or the product is faulty.	Please ensure that you return orders with sufficient postage. We recommend you, to inform yourself about the delivery costs at the post office and different delivery services first. So you can find the best and cheapest delivery service for your return. The delivery costs will be refunded to you should we have made a mistake or the product was damaged during delivery, or the product is faulty.

  
  
  Returning process:
  • Fill in the return form and add it to your package (here you can download the return form)
  • Inform yourself about the delivery costs at the post office, at UPS or DHL
  • Take the cheapest way to send the package back and get sure that the postage is paid
  • Send the package back to following address:
  
  Return-Address:
  Logistikcenter Blue Tomato
  Snowboard Dachstein Tauern GmbH
  Köglerweg 50 Halle 1
  A-8042 Graz
  Austria

  
  
  Exchange - Possibilities
  • Replacement of the article with others products of our online shop
  • Refund of the money – please make sure that you have specified the IBAN and BIC/SWIFT numbers of your bank account on the return form.
  • Credit at Blue Tomato for your next purchase
  Please fill in your wish on the return form. You can also make a reservation for products if you are already sure, that you want to have them as replacement. Just contact our Customer Service then: +43-3687-24223-33.

  
  
  Please ensure that you return orders with sufficient postage.
  We recommend you, to inform yourself about the delivery costs at the post office and different delivery services first. So you can find the best and cheapest delivery service for your return.
  Returns where postage is not paid will not be accepted by us. The delivery costs will be refunded to you should we have made a mistake or the product was damaged during delivery, or the product is faulty.
  

  If you would not like an exchange, but rather a return of the paid amount, please make sure that you have specified the IBAN and BIC/SWIFT numbers of your bank account on the returns form. If you do not know these numbers, please contact your banking institution.

  Returns Form (to download: right-click and "Save target as...")

   

  ATTENTION!
  We split up vouchers by percentage according to the number of products you have included in your order. For example, if you order two T-shirts, both worth €25,- and use a voucher that is worth €10,- , the price of each T-shirt is reduced by exactly half of the voucher (new price of each T-shirt: €20,-). Thereby, if you choose to make a return, you will only receive the amount that was actually paid, i.e. €20,- per T-shirt.

• Delivery options
  

  Switzerland
  Please take a look at our general delivery options for Switzerland!

  Norway
  Please take a look at our general delivery options for Norway!

  
  Other Non-EU Countries
  

  We ship worldwide - fast, safe and cheap!

  
  
  "I got it on Monday. Thanks for checking in. It was my first international order and it went great. I have been telling all my friends about the prices once the VAT goes away. (...) There are a lot of cool products that we can't get here. I think most of us think it would take forever and cost an arm and a leg to get it." (Scott from the USA)
  
  
  Safe Shopping
  The Blue Tomato online shop is certified by Euro-Label and so fulfills all important criteria for safe, good and serious online shopping. Here you can find more information about the trustmark.
  
  Payment Option
  We offer three different payment options for all customers outside of the EU:
  - Credit Card
  - Prepayment
  - Paypal
  All information about these payment options can be found here.
  
  Shipping with DHL Express World Flatrate
  
  VAT
  You can purchase your order online at Blue Tomato minus the 16% VAT. All orders which are sent to Non-European countries are sent with DHL. They will issue you then with an import customs bill when the order arrives in your country.
  
  Shipping costs
  DHL Express World Flatrate is a special tariff for for orders sent outside of the EU and outside of Europe!
  
  The DHL Express costs for your order, calculated according to its weight, are shown in your shopping cart online. In addition to weight also the volume weight plays an important role in the air cargo. Therefore large articles that need a lot of space (e.g. large suitcases, surfboards etc.) are assessed at a higher weight. So the DHL Express costs for large articles can not be calculated exactly in advance. Please contact our Customer Service for further information.
  
  

  DHL Express World Flatrate	Zone 4	Zone 5	Zone 6
  Less then 10 kg	25€	50€	75€
  From 10 kg	50€	100€	150€
  From 20 kg	75€	150€	225€
  From 30 kg	100€	200€	300€

  Zone 4:    
  Zone 5:  
  Zone 6:
  
  
  For Iceland and Norway we offer also shipping by FedEx. For details regarding Norway please check the information page for Norway. The shipping time is about 7-8 working days!
  

  FedEx	Iceland
  Less then 10 kg	24€
  From 10 kg	45€
  From 20 kg	44€
  From 25 kg	50€
  From 30 kg	55€
  From 40 kg	60€
  From 50 kg	65€
  From 60 kg	70€
  From 70 kg and more	from 75€

  
  
  Taxes
  All countries have different customs duties so we cannot say exactly what this figure will be. DHL will take care of the import and paperwork for you.
  We cannot account for overdue customs taxes! Please inform yourself about the customs duties in your country.
  
  Shipping time
  With DHL the shipping time (means the time which the parcel service needs to deliver the package) is 2-7 days.
  But please take care of our shipping information at the product’s site: for example “ready for shipment: 5-7 days” doesn’t mean that the package will arrive within the next 5-7 days. It means that we need up to 7 working days to prepare your order for shipment. Therefore, you need to calculate this time period on top of the shipping time (means the time which the parcel service needs to deliver the package).
  
  Package Tracking
  You can follow the path of your delivery at any time with the package tracking service. Your package number and the according link will be sent to you by E-Mail on the day your delivery is sent off. You can also find these details under "My Account" by clicking on the corresponding order.
  
  Guarantee
  In case that your package gets lost on the way to you, you will get a full refund from DHL.
  
  Returns
  If you want to return an ordered product, please contact us. We will send you a special DHL code which enables you to send the parcel back with a special tariff. If so please send us a Mail to info@blue-tomato.com
  

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  Please note the for certain countries outside Europe special security checks are necessary before we can ship something. In these cases you will be contacted by us.
  
  Russia: Please note that a delivery to Russia is not possible at this moment.
• Paying options

  1. Credit Card

  2. Prepayment

  3. Payment on delivery

  4. Paypal

  5. Direct Debit (using PayPal)

  6. Changing your payment method at a later date

  1. Credit Card

  We accept the following credit cards: Visa, Mastercard, Diners and American Express. Payment process Please keep the details of your credit card institution, the name of the credit card holder, the credit card number and the date of expiry prepared. This information is required for the ordering process. Initially, the sum will only be reserved on your credit card – it will not yet be charged. Your credit card will only be charged once your order has been sent for delivery. Naturally, if the order is not completed or not sent off for some reason, your credit card will not be charged. If you have not completed the payment process during your order, you can always do so at a later time. All you need to do is click on "My Account" –"Orders", and then select "Not yet paid – pay now". Your order will be processed as soon as you have completed the payment. 100% secure payment Your safety is our first priority, and therefore your personal details are handled with utmost caution and highest security standards. To safely transfer customer data and especially credit card details, we use a secure transfer method – known as the "Secure Socket Layer" (SSL) transfer. If you prefer, you can also give us your payment details "offline". To do so, choose "Prepayment" as your payment method and complete your order. Then inform us of your card details (name of credit card holder, credit card number and date of expiry) by telephone or fax – never by E-Mail! Tel: (+43) 3687-24223-33 Fax: (+43) 3687-24223-55 This makes it possible for us to process your order without the electronic transfer of your credit card details.   Verification of your credit card In some cases it may be that you are required to verify your credit card. You will receive an e-mail concerning this. You have to send us then a copy of your credit card (only the front side, so that the number and the name of the credit card holder are visible) as well as a copy of a valid ID (identification card, passport or driver’s license), ideally via fax. These measures are for your own safety, in order to ensure that no one else trys shop with your credit card!

  2. Prepayment

  For our customers in Germany, Austria and Switzerland, we have set up individual accounts for each country. This saves you credit transfer costs. If you are from a different country within the EU, please indicate our BIC and IBAN code during your credit transfer, in order to avoid having to pay foreign transfer fees. To make a payment, simply transfer the total amount of your order to our bank account. Please make sure that you transfer the amount without fees for the recipient. Please indicate your order number and the name the order was placed under (e.g. Shaun White 10015000). As soon as the payment reaches our bank account, your order will be sent off to you. Please note that a transfer can take up to 4-5 working days. We can only dispatch your order once we have received the money on our account. This also applies to DHL deliveries! FOR SWISS CUSTOMERS: Please note that you receive your bill netto - excluding sales tax. All you then have to pay is the Swiss Sales Tax (7,6% of the netto product value) upon receipt of the goods. top

  3. Payment on delivery

  In almost all EU countries, we also offer a payment on delivery service. The costs for payment on delivery, including shipment costs, are always independent of the value of your order. The total sum of the order will be charged when the courier brings you your package. If the standard currency in your country is not Euros, the courier will charge you in your currency according to the exchange rate on the date of the delivery. Please note that payment on delivery can only be used for standard delivery and not by DHL Express. Please note that you have to provide an address where someone will be present to accept the delivery and pay for it. If the package cannot be accepted at your normal address, then you can provide us with a different address where someone is present (such as a work or neighbour address). top

  4. Paypal Paypal is an online system which enables easy, fast and save online payments. All you need is a Paypal account, which works like a normal bank account. To pay via Paypal choose de payment method “Paypal”. Then you will be leaded quickly through the payment process, without having to declare more data. If you haven’t finished the payment procedure during your online-order, you can complete this process at any time. To do this, click on “My Account”, go to “Orders” and then choose “Not yet paid – Pay now”. Your order will be processed as soon as you have completed the payment. It is also possible to pay by PayPal while ordering by telephone or E-Mail. All you have to do is let the staff member that is processing your order know, or just mention it in your E-Mail order. You will then receive a link with which you can make your payment via PayPal. If you have chosen to transfer your payment, but you would like to pay with PayPal, it is possible to change your payment method.

  5. Direct Debit (using PayPal) You can also make a fast and convenient payment by direct debit. All you need is a PayPal account. The registration is free. Once you have set up an account, you’ll be able to shop securely at all online shops that offer PayPal, without having to share your financial information. PayPal deducts the payments for your online purchases through from your banking account. The data is securely transferred without being shared with the seller. Here’s an overview of the advantages you get with Paypal: • You can complete your payment with two simple clicks. Just confirm the payment details and PayPal will do the rest. • The seller receives the money in the same moment that you confirm the payment and can dispatch your products directly after your purchase. • Direct debit payments are just as secure as all other payment methods at PayPal. Your financial information will not be shared with the seller. • Naturally, payments by direct debit are always completely free.

  6. Changing your payment method at a later date Would you like to change your payment method from prepayment, credit card or Paypal to a different one of these three options? No problem! You can easily change your payment method on your online account by yourself. For changing your payment option to payment on delivery or from payment on delivery to another option, please contact our customer service.

  Still got questions? Then check out our FAQs and you are sure to find the answer you need. If not then simply contact our Customer Service!

• Vouchers
  

  Redeeming a Voucher
  
  It is very easy to redeem a voucher. Simply enter the code on the voucher or in your voucher email into the field "Redeem a voucher". Please make sure you use capital letters when printed on the voucher, if you don’t then the voucher will not work. Then simply click on "redeem" and the value will be deducted from the order total. If you don’t use the full value of the voucher then the rest will be saved onto your account for future purchases. Now all you have to do is click on "Submit Order" and in a few days you will receive your order. Easy isn’t it?
  
  If you should have any questions or should for some reason a voucher code not work then please do not hesitate to get in touch with our Customer Service.

  Important information for returns:

  In case of a return, gift vouchers (voucher which were bought) will be refunded. Depending on the value of the returned articles, the whole voucher value or a part of it will be credited to your customer account.

  Promotion vouchers/Promo-codes will not be refunded in case of a return. We prorate the value of these vouchers to all items of an order. That means: if you order two t-shirts with a value of € 25 each and you redeem a voucher with a value of € 10, the new value of one t-shirt is € 20. In the case of a return you only get the real value of a good (in our example: € 20 for each t-shirt) back.