Customer services
Privacy
ONeill respects your privacy. The information you provide through the website will only be used to process your order and to inform you of ONeill and its products.
Verisign security
Your order is protected by Verisign, which secures over 500,000 web servers worldwide with strong encryption and rigorous authentication. Verisign is the leading Secure Sockets Layer (SSL) Certificate Authority enabling secure e-commerce and communications for websites, intranets, and extranets. This is the trusted mark of high assurance for Internet security and enables the strongest SSL encryption available to every site visitor.
Liability
ONeills liability towards the purchaser shall be limited to the amount of the purchase price. ONeill shall never be liable for any loss of profits or goodwill or any other consequential damages.
Applicable law and forum
All agreements are made in English. The laws of The Netherlands shall apply. Any dispute relating to a purchase and sale agreement to which these conditions apply shall exclusively be brought before the District Court of Amsterdam, unless ONeill shall choose to bring this dispute before the competent court of the purchasers residence.
Conditions
The general terms and conditions are apply to this website and to all purchase and sales agreements entered into between O’Neill Europe B.V. (“O’Neill”), or any of its subsidiaries or affiliates as appointed by O’Neill, and its customers through the website. By checking the “Accept” Box you agree to their contents and their applicability to the agreement you enter into with O’Neill.
ONeill Retail Europe B.V. is a private limited company established under the laws of The Netherlands. It is established at Oosteinde 32, 2361 HE Warmond, The Netherlands. ONeill Retail Europe B.V. is registered under VAT (BTW) number NL009560038B01.
Prices and information on the website
All prices listed on the website include VAT, but shipping costs are not included. The shipping costs are listed [with the Shopping Cart information and] on the electronic order form. Customs or import duties and/or local taxes, where applicable, shall be for the account of the customer. They are not included in the price. Prices are subject to change at any time. Changes in prices do not affect the total price for a concluded sale and purchase agreement as confirmed by ONeill by e-mail. Although all information regarding prices, specifications, etc. is placed on the website with the utmost care, ONeill does not guarantee its accuracy. Discounts mentioned may be based on sales prices previously used in retail stores. ONeill shall not be bound to deliver any orders that were placed on the basis of incorrect information that was displayed on the website. Certain links on the website may give access to sites and sources of information that are exploited and maintained by third parties. ONeill does not control these sites and does not accept any liabilities regarding their content.
1. How can I place an order?
To place an order select your desired item and add it to your shopping bag. If you are interested in buying one or more items online, you can change the quantity and selection in the course of the buying process. Once you are satisfied with your selection, follow the instructions on the checkout page to complete your order. As soon as you confirm your order, an automated e-mail confirmation will be sent.
2. What payment methods can I use?
Payment can be made by credit cards (Visa & Mastercard) and Paypal. We guarantee that all submitted personal and payment information is encrypted and secure.
3. Are there limits with regards to the quantity of goods I can order online?
To satisfy all our customers there is no minimum order value on the oneilleshop.
4. What happens as soon as I have confirmed my order online?
Once you have placed your order, you will receive an e-mail notification to confirm that we have indeed received your order. We will verify the personal and payment information you submitted for completeness and validity (i.e. delivery address). In case any information should be missing or erroneous, we will contact you for more details.
5. What should I check upon delivery of my goods?
The courier will deliver your goods on condition you sign the delivery slip. You should then check the item(s) for fit and suitability. If the package being delivered is obviously damaged on the outside, you should refuse the delivery. We will then re-arrange a new shipment as soon as the package is returned to us.
6. Why should I sign up to My ONeill?
Creating an ONeill E-Shop account enhances your shopping experience by:
1. Speeding up the payment process
2. Keeping you up-to-date with the latest news, events and special offers
3. My ONeill allows you to create a wishlist which stores your desired items so that you can return and order at a more convenient time in the future
7. How can I cancel my order?
The time between the placement of your order and dispatch is very limited therefore, you cannot cancel your order once youve received the confirmation e-mail and will have to return the item under the terms of the returns policy.
8. I want to return the order for a refund. What should I do?
Please follow the procedure in our Easy Returns guide.
9. My goods are damaged or faulty. What should I do?
If the package is damaged you should refuse the delivery. We will then re-arrange a new shipment as soon as the package is returned to us.
If the goods are damaged, please contact Customer Service immediately, no later than 48 hours. For electronic items, we will get back to you with further details with regards to repair possibilities.
10. Where do you deliver?
Currently ONeill only delivers to customers that have an address in The Netherlands, Germany, France mainland, Belgium, Denmark, Spain (mainland only), Italy (mainland only), Austria and UK mainland (We are very sorry, but we do not deliver to territories outside of the UK Mainland including, outside Mainland Scotland, Northern Ireland, Channel Islands, Isle of Man and Isle of Wight. Please accept our apologies for this inconvenience). We regret orders from outside these countries cannot be accepted at present. Subscribe to My ONeill to receive the latest news and updates.
11. How secure is my order?
Your order is protected by VeriSign, which secures over 500.000 web servers worldwide with strong encryption and rigorous authentication. VeriSign is the leading Secure Sockets Layer (SSL) Certificate Authority enabling secure e-commerce and communications for websites, intranets, and extranets.
12. Is there a delivery charge for orders?
We offer free delivery for all orders of the value of dkk 1115 or more. Deliveries of orders below this amount will be charged at our standard rate of DKK 65 or DKK 180 for Next day delivery.
13. When will I receive my order?
In standard delivery we deliver within 2-4 business days provided orders are placed before 3 p.m.
In Next day delivery we deliver the next business day provided orders are placed before 3 p.m.
How to Order In 4 Easy Steps
We make it easy to order through our four step online checkout. Simply follow on the screen instructions to
- Sign in
- Submit your delivery details
- Review and confirm your order
- Pay
Where We Deliver
Currently ONeill only delivers to customers that have an address in The Netherlands, Germany, France mainland, Denmark, Spain (mainland only), Italy (mainland only), Austria, Belgium and UK mainland (We are very sorry, but we do not deliver to territories outside of the UK Mainland including, outside Mainland Scotland, Northern Ireland, Channel Islands, Isle of Man and Isle of Wight. Please accept our apologies for this inconvenience). We regret orders from outside these countries cannot be accepted at present. Subscribe to My ONeill to receive the latest news and updates.
Order Confirmation
ONeill will send you three confirmations by email:
- The acknowledgment of the order receipt. The agreement shall therefore be deemed to have been concluded in The Netherlands. ONeill reserves the right however, to refuse to process a transaction for any reason and/or to refuse service to anyone at any time in its sole discretion. ONeill has the right to appoint an affiliate or subsidiary to act as seller towards the customer.
- A payment confirmation
- A confirmation when your order has been dispatched from our warehouse
Payment
Payment can be made by credit cards (Visa & Mastercard) and by Paypal. By using and verifying a credit card, you confirm that the card being used is yours. The amount payable will be debited from your account when your order is accepted by ONeill. All credit card holders are subject to validation checks and authorization by the card issuer. If the issuer of your credit card refuses to authorize payment to ONeill, we shall postpone delivery and contact you. In that case ONeill shall not be liable for any delay or non-delivery. Credit card details will be processed by means of an SSL (Secured Socket Layer) connection. ONeill shall not be liable for any misuse of information by third parties.
My Wishlist
Items that you want to purchase at a later date can be stored within your Wishlist so that you can return and order at a more convenient time in the future if the product is still available to purchase. Simply give us your email address and we will store this information in your account profile.
Promotions
Terms and Conditions
Discount is only applicable to two of the same product and cannot be used in conjunction with other promotional offers on the site.
Both items must be added to the basket to get the discount offer.
Customers may take advantage of the offer whilst stocks last.
No cash alternative for the value of the discount.
Offer not valid with any other affiliates or partners of ONeill.
oneilleshop is not responsible for lost or stolen delivery.
Reproduction, sale or trade of this offer is prohibited unless done so in compliance with the law.
Valid only at:
- www.oneilleshop.fr
- www.oneilleshop.dk
- www.oneilleshop.de
- www.oneilleshop.nl
- www.oneilleshop.be
- www.oneilleshop.co.uk
- www.oneilleshop.es
- www.oneilleshop.it
- www.oneilleshop.at
Returning goods purchased as a promotional offer:
Buy 2 items for X DKK
If you return a single item bought as part of a multiple purchase discount offer (i.e. 2 for 186 DKK), you will be refunded the full price of the item less the total discount given in the offer. If you return all items purchased with the multiple purchase discount you will be refunded with the full multiple purchase value.
Buy 1 get 1 free
If you return a single item bought as part of a multiple purchase discount offer (i.e. buy 1 get 1 free), you must also return the free item and will be refunded the full price of the purchased item less the total discount given in the offer.
Get the Look
If you return a single item bought as part of a multiple purchase discount offer (i.e. get the look outfit). You will be refunded the full price of the item less the total discount given in the offer. If you return all items purchased with the multiple purchase discount you will be refunded with the full multiple purchase value.
Didn't find an answer to your question?
If you cannot find your answers here FAQ, we are there.
Email us
Email us at: customerservice@oneilleshop.com.
We will normally answer your query within 24 hours.
Call us
We will be happy to help you in the language of your choice. Just press the relevant number on your phone when prompted.
Where are we?
Rue Louis Blériot 5, 4460 Grâce-Hollogne, Belgium.
Delivery times
We deliver within 2-4 business days provided orders are placed before 3 p.m.
i.e. Order before 3 p.m. on Monday and your order will arrive on Wednesday. Any order after 3 p.m. on Monday will arrive on Thursday.
In Next day delivery we deliver the next business day provided orders are placed before 3 p.m.
ONeill shall take care to deliver all purchases within the period indicated on the website. Nonetheless, the times indicated on the website are indicative only. ONeill shall not be liable in any way if delivery takes place at a later date. Exceeding the term of delivery and/or exceeding the term of thirty days upon placement of the order, shall not automatically place ONeill in default.
Free Delivery charges
We offer free delivery for all orders of the value of dkk 1115 or more. Deliveries of orders below this amount will be charged at our standard rate of DKK 65 or DKK 180 for Next day delivery.
Delivery method
Deliveries are made by TNT Post in Germany, Belgium and the Netherlands, by DHL in France mainland, Denmark, Spain (mainland only), Italy (mainland only), Austria and in UK mainland (We are very sorry, but we do not deliver to territories outside of the UK Mainland including, outside Mainland Scotland, Northern Ireland, Channel Islands, Isle of Man and Isle of Wight. Please accept our apologies for this inconvenience). Next day deliveries are made by DHL in all countries. If the courier does not succeed in delivering your order at the first attempt, he will leave a message, indicating information about the courier unit where your order is being held. Unless otherwise instructed by you, the courier shall return the next business day and once more leave a message if delivery was unsuccessful.
If the second delivery attempt also fails, a note will be left giving you all the information in order for you to contact the carrier and find a convenient solution to get the parcel. The parcel will remain at the carrier facilities for 10 business days; if no instruction is received from you within this time frame, the parcel will then be returned to sender.
All items are insured by ONeill until they have been delivered at your address. If the package being delivered is obviously damaged on the outside, you should refuse the delivery. We will then re-arrange a new shipment as soon as the package is returned to us.
Any complaints regarding the state in which goods have been delivered (including missing tags) must be made to ONeill no later than two working days upon receipt of the goods by e-mail at: customerservice@oneilleshop.com or by phone at +32 43.64.40.25.
Where We Deliver
Currently ONeill only delivers to customers that have an address in The Netherlands, Germany, France, Belgium, Spain (mainland only), Italy (mainland only), Austria, UK mainland (We are very sorry, but we do not deliver to territories outside of the UK Mainland including, outside Mainland Scotland, Northern Ireland, Channel Islands, Isle of Man and Isle of Wight. Please accept our apologies for this inconvenience) and Denmark. We regret orders from outside these countries cannot be accepted at present. Subscribe to My ONeill to receive the latest news and updates.
Our Approval Guarantee
If you are not satisfied with your purchase, simply return the item(s) unworn and in original condition via your local post office within 14 days of receipt. Upon receipt of your goods, a full refund will be issued excluding the shipping and return costs. This will automatically bring about the dissolution of the sale and purchase agreement between ONeill and the customer.
Step one Repackage your item
Complete the returns slip on your delivery note clearly stating which item you are returning and the reason for return.
If you have mislaid your return form you can re-print a blank form by clicking on the attached PDF file (Return Form).
Please ensure items are adequately packaged and labeled, and your completed returns note is enclosed.
Step two Post the return back to us
You can return your goods via the Post Office. ONeill cannot be held responsible for any returns parcel lost in the post, therefore please keep your receipt as proof of postage.
If your order is incorrect or was damaged on receipt then contact our customer services team who will arrange for its return free of charge.
Step three Acknowledgement and refund
We will refund most items provided they are returned complete, unused and in their original packaging, with all appropriate garment tags intact and attached, within 14 days of receipt. All accurately returned products will be credited as a refund to the original purchasers credit card, excluding the shipping and return costs.
However, if your order is incorrect or damaged on receipt then contact our customer services team who will arrange for its return free of charge.
Exceptions to our Approval Guarantee
1. Womens Bikinis must have the protective sticker intact.
2. If you return an item to us outside the terms of our returns policy and Home Approval Guarantee we may not refund you. The item may be returned back to you at your expense. You will be notified of this and other associated charges. We reserve the right to make a DKK 111 administration charge to cover our costs.
Promotions
Returning goods purchased as a promotional offer:
Buy 2 items for X DKK
If you return a single item bought as part of a multiple purchase discount offer (i.e. 2 for DKK 186). You will be refunded the full price of the item less the total discount given in the offer. If you return all items purchased with the multiple purchase discount you will be refunded with the full multiple purchase value.
Buy 1 get 1 free
If you return a single item bought as part of a multiple purchase discount offer i.e. buy 1 get 1 free. You must also return the free item and will be refunded the full price of the purchased item less the total discount given in the offer.
Get the Look
If you return a single item bought as part of a multiple purchase discount offer i.e. get the look outfit. You will be refunded the full price of the item less the total discount given in the offer. If you return all items purchased with the multiple purchase discount you will be refunded with the full multiple purchase value.
Discover our Terms and Conditions in 4 points
Download our Terms and Conditions
Pdf file: Terms and Conditions
For any further question, don't hesitate to contact us
- Send an e-mail to customerservice@oneilleshop.com We will answer your question within 24h.
- Call us during the weekdays from 8.00 AM to 6.00 PM at +32 43.64.40.25
Official O'Neill Stores
O'Neill stockist near you
Click here to find an O'Neill stockist near you: http://www.oneill.com/#/men/europe/shoplocator/