Delivery

At AMY DELUXE we try to deliver your order as quickly as possible. Our team therefore works hard every day and evening to process all orders as quickly as possible. All our delivery times include processing and apply to working days and Saturdays. For orders within the Netherlands AND Belgium, we can guarantee that you can receive your order the next day. For orders in Germany it may take an extra day.

*For orders of €70 or more, your order will always be delivered free of charge in NL and BE.
We send orders by registered mail, which means that someone has to sign for the package and the costs are 6.49 euros ex VAT.

Are orders also delivered on Saturdays?
Yes, PostNL also delivers on Saturdays. If you order on Friday before 4 pm, we will deliver it to you on Saturday.
What if my order has not been delivered after 24 hours?
Orders placed before 16:00 will be delivered within 24 hours. In exceptional cases, an order may arrive one or two days later. This could be due to a sort error. If you have not received your order after 3 working days, please contact us.
Not at home and adjust delivery time
Create an account (free) on MijnPostNL and determine the delivery time yourself! You can also indicate what should happen if you are not at home during the delivery attempt. Click here to create a MijnPakket account.

Track & Trace
As soon as your order has been processed and packed, each package will receive a Track & Trace code from us. Please note, this does not apply to COD shipments and shipments that fit through the letterbox. This code will be emailed to you, and with it you can easily trace your package via this site. After 20:00 the status at PostNL will be updated and it will be visible exactly at what time the postman will visit you.

Why have I not received a Track & Trace email?
As soon as we have sent the order (we send the orders every working day before 19:30), you will automatically receive an e-mail from us with a Track Trace. If you have not received an email from us, it may have ended up in your ”Spam” folder, or you may have placed the order as a guest.

What should I do if I have not received my package?
It is possible that we have accidentally failed to deliver your package within the stated delivery time. In that case, follow these steps:
• Wait one more day. Maybe your package is just a little late.
• Use the Track Trace code in your confirmation email to see where your package should be. It is possible that the delivery has been postponed.
• Should it be concerned? Check whether you have entered your address details correctly.
• Have you entered your address details correctly? Then check whether there is a not-home message from PostNL in your letterbox. The package may then be delivered to the neighbors or will be offered to you again at a later time.
• Still no success? Please contact our customer service.

Shipments abroad

We also ship packages abroad. When you have entered the address details when ordering, the system automatically calculates the shipping costs. Delivery times may be longer for countries outside the Benelux.

What is the delivery time to Belgium?
Orders made before 4 pm are in principle delivered the next working day. It may take a day longer.

Cancel order?
Did you make a mistake when choosing a product or do you want to cancel your order for another reason? Please contact us by phone during opening hours. If you do this by e-mail, there is a good chance that it will be seen too late by our team and your order may have already been shipped. After canceling the order, you will receive the amount refunded to your account within 3 working days.

Returns
Exchange & Returns
We sell our products with the underlying idea to add extra quality and experience to smoking hookah! We carry this through to our customer service. For example, we use a money-back policy where the order can be returned within 5 days without giving a reason. With this extra long return period you have plenty of time to think about your choice. Please note, the product must then not have been put into use. These are hygiene products.

Sending something back is already annoying, so we want to make it extra easy for you by means of 3 simple steps:
Step 1. Register your return with us via our webshop.
• Do not forget to mention your order number.
• Is something broken / damaged? Always send a clear photo!
• Mention in the email subject: ”Return”
• You pay the return costs yourself and the costs are:

Netherlands – €7.60
Belgium – €8.50

Other countries – Depends on local post office

• Pack everything carefully so that breakable parts are protected during transport!
• We have also included the RMA form with your order for convenience, you can also use it!

Return conditions

General return conditions:
• No return products will be accepted that have been used.
• New and unused products can be exchanged or refunded without any reason within 72 hours of purchase. We don’t bother about that! We will credit the amount within 14 days after registration of your return!
• Products that are damaged during transport must be reported within 72 hours of receipt by email or contact form.
• All products, which you indicate more than 72 hours after receipt of the product, will not be processed.
• Send the product(s) within 72 hours after registering your return.
• Products damaged by the user cannot be returned. We check this upon receipt.
• For products that show a small defect or imperfection and of which you do not find it necessary to return, a voucher can be given if desired.
• Do not return broken / damaged products without our permission. Please send us a photo for review first.
• We will refund the amount to you within 14 days after registration of the return. Of course we must have received the return first. In the return portal you can see the status of your return.
• If possible, state a reason for return. This helps us improve our products and service!

When am I entitled to a free return?

• If you have received a wrong product. However, this must be stated within 72 hours by e-mail, including the order number.

• If you have received a damaged product. However, this must be stated within 72 hours by e-mail, including the order number.

• Free shipped Products that are returned where the customer has made a wrong choice or wants to cancel the order, the shipping costs within NL OF 7.60 EURO are for the account of the customer. ( every free order above 70 euros carries AMY SHOP 7.60 shipping costs to postnl ).

What should I do if the products arrived damaged?
We make a distinction between imperfections / damage / irregularities and real defects / defects. Read more below:

Handmade products
We advise NOT to wash all glassware with hot water!
Because we sell handmade products (the vase, cup), it sometimes happens that a product contains imperfections and irregularities.
You can rest assured that this imperfection will have no further influence on the quality of smoking. AMY DELUXE is known for handmade hookah vases products from Germany.
We sell our handmade products with love but hope for understanding and acceptance from our customers. It is precisely the irregularities that distinguish the products made by artisans.

Defective / broken products
If a product has arrived broken, report it immediately or within 72 hours, take a photo and email it to us so that we can process it further. Do not return broken items without our consent, reports received after 72 hours will not be considered.

Warranty: Amy Deluxe gives no warranty on glassware and cups and on electric Coal Burners Tornado and Helix there is a 30-day warranty and on hot turbo 500w and 1000w there is a 7-day warranty from the delivery date

*For products covered by the warranty, the shipping costs are for the account of the customer.*

**SHISHA TURBINE WARRANTY INFORMATION:**

– Shisha Turbine has a 6 month warranty on the spiral (heat parts) of the coal burner.

– In addition, there is a 2-year warranty on the electrical parts in the coal burner.

In case of defects, please contact the manufacturer (see instructions for use supplied with the Shisha Turbine or by e-mail: info@shisha-turbine.de).

A water pipe is purely an instrument to transport the smoke. If you do not receive enough smoke or taste, this is almost never due to the water pipe itself.

You will have to frank the package yourself and send it back to our address:

AMY DELUXE
CONTROL RING 62A 5014HM
Tilburg Netherlands

What amount will I receive a refund?
When returning the entire order: The entire purchase amount excl. shipping costs.
When returning part of the order: The purchase amount of the return products excl. shipping costs.
The return costs mentioned above will be deducted from the amount to be refunded.

How long will it take before I get my money back?
The payment by our payment provider takes place via the same payment method and takes place within 14 days after registration of your return!