Terugbetalingsbeleid
Order processing
All orders are shipped from the Netherlands. Orders are prepared and dispatched within 2 business days of successful payment. Business days are Monday to Friday, excluding public holidays in the Netherlands.
Order processing time is additional to the estimated delivery times below.
Shipping destinations and costs
We currently ship to the Netherlands, Belgium and Luxembourg.
Standard tracked shipping rates, including applicable taxes:
• The Netherlands: €4.95
• Belgium: €6.95
• Luxembourg: €6.95
Standard tracked shipping is free on orders over €40 to all three countries. Eligibility is based on the value of the products after discounts have been applied, excluding shipping charges.
The final shipping charge for your order is displayed at checkout before you complete your purchase.
Delivery and tracking
Orders are shipped with PostNL using a tracked service. Where the parcel dimensions allow, we use a letterbox delivery service.
Once your order has been dispatched, you will receive your tracking details by email. Tracking updates may not appear until the carrier has scanned your parcel.
Estimated delivery times after dispatch:
• The Netherlands: 2–3 business days
• Belgium: 2–4 business days
• Luxembourg: 2–4 business days
These are estimates, not guaranteed delivery dates. Public holidays, busy periods and carrier delays may affect delivery times. This does not affect your statutory rights.
If your order is delayed, appears to be lost, or is marked as delivered but has not arrived, please contact hello@steda-studio.com with your order number. We will check the shipment status and take the necessary steps to resolve the issue.
Address changes
Please check your delivery address before completing your order. If you notice an error, contact hello@steda-studio.com as soon as possible and include your order number.
We will try to update the address before dispatch. We cannot guarantee address changes once an order has been handed to the carrier.
A note about the returns statement on our packaging
Some of our packaging carries the statement “Returns are not accepted for hygiene reasons”. This statement does not accurately or fully reflect your statutory rights.
Regardless of this packaging statement, the 14-day statutory right of withdrawal described below and your rights concerning faulty, damaged or incorrectly supplied products remain fully applicable. STEDA accepts returns in accordance with these rights.
Your 14-day right of withdrawal
You have the right to withdraw from your purchase, in whole or in part, within 14 days without giving a reason.
The withdrawal period expires 14 days after the day on which you, or a person you nominate other than the carrier, receive the goods. If products from a single order are delivered separately, the period runs from receipt of the last product.
To exercise this right, notify us of your decision through a clear statement before the withdrawal period expires. You can email hello@steda-studio.com, write to the address below, or use the online withdrawal function on our website. You may also use our model withdrawal form, but this is not mandatory. Including your order number helps us process your request.
You must send the products back without undue delay and no later than 14 days after notifying us of your withdrawal. The deadline is met if you send the products before that period expires.
You do not need our prior approval to exercise your statutory right of withdrawal.
Condition of returned products
You may inspect the products as you would in a shop, to establish their nature, characteristics and functioning.
If you are considering a return, please do not wear the socks for exercise or everyday use, or wash them. You may be responsible for any reduction in value resulting from handling beyond what is necessary to inspect the products. If we make a deduction for diminished value, we will explain the reason and amount.
Where possible, return products with their original labels and packaging, securely packed to prevent damage in transit. Opening or no longer having the original packaging does not, by itself, remove your right of withdrawal.
Return shipping and costs
For change-of-mind returns, you are responsible for the direct cost of return shipping. This also applies to orders that originally qualified for free shipping.
Please send returns to:
Nuleo Pilates & Training - STEDA
Nachtvlinderplantsoen 18
3544 DZ Utrecht
The Netherlands
We recommend using a tracked service and keeping your proof of postage.
If a product is faulty, damaged or incorrectly supplied, STEDA will cover the necessary return shipping costs.
Refunds
We will reimburse you without undue delay and no later than 14 days after receiving your withdrawal notification. However, we may withhold reimbursement until we have received the returned products or you have supplied evidence of having sent them back, whichever happens first.
Refunds will be made using the same payment method you used for the purchase, unless you expressly agree otherwise. You will not incur any fees as a result of the reimbursement.
If you return your entire order, we will also refund the original standard delivery charge you paid. If you selected a more expensive delivery option, we will not refund the additional cost above our least expensive standard delivery option. Original delivery charges are not refunded for partial returns.
If your order originally qualified for free shipping, we will not retrospectively charge you for the original delivery because of a full or partial return.
Faulty, damaged or incorrect products
If you discover a problem with your order, contact hello@steda-studio.com with your order number and a description of the issue. Photos, where possible, will help us assess the problem.
In accordance with your statutory rights, we will provide an appropriate remedy. This will normally be a repair or replacement free of charge. Where these remedies are unavailable or the relevant legal conditions are met, you may be entitled to a price reduction or to end the contract and receive a refund.
Your statutory rights concerning faulty or non-conforming products are not limited to the 14-day withdrawal period.
Contact
For questions about shipping or returns, please email:
We usually respond within 1–2 business days. Our response time does not affect the validity of a withdrawal notification you send within the applicable deadline.
