Customer Service
Got questions? No worries - we’ve got you! Whether it’s payments, deliveries, returns, or warranties, this is your go-to spot for all things related to Harlem Kitesurfing. Let’s keep things smooth, just like your next session on the water!
Orders & Payments
Getting your Harlem gear online is fast and hassle-free, so you’ll be ready to hit the water in no time. Check out all the details below on how to place your order.
How to order?
- Select the products you want to order and add them to your shopping cart.
- Carefully review your cart before checking out.
- When you're happy with what's in your shopping cart, confirm your order and select your payment option to finalise the order.
- Once the order is placed and paid, you will receive an order confirmation, usually within a couple of minutes. That’s it! Your gear will be on its way shortly!
How do I cancel or change my order?
If you have placed and paid an order and would like to change it, please contact us immediately by sending us a WhatsApp, or calling us, at +31 6 251 24 344. Please do so within 2 hours after placing the order. If you call us later, we probably already have packed and shipped your order and can no longer cancel or change it. When this is the case and you would like to return the product once you receive it, you can do so following our return policy.
What if I have entered an incorrect delivery address?
Nothing more human than making mistakes! If you have entered an incorrect delivery address, speed is of essence! Please contact our support team within 2 hours after placing the order by sending us a WhatsApp or calling us at +31 6 251 24 344. Failure to do so could lead to your valuable gear being sent to the wrong address. Please note that in such case, we are not responsible for a possible loss of your gear and/or for redirecting or retrieving your package.
The price of an item has been reduced since I placed my order.
Please understand that our prices are constantly changing, depending on current trends, promotions, and inventory. If the price of a product is reduced but you have already ordered it, we cannot give you any subsequent reimbursement of the difference.
Why have I not received an order confirmation email?
Order confirmations are usually sent within a couple minutes. In some cases, it could take more time, so please be patient and wait at least 2 hours before you start panicking. If you still don’t have it after that time – and you have checked your spam folder – the payment is most likely still pending. This means that your order hasn't been confirmed, because the payment hasn’t gone through. If that is the case, we advise you to check your bank statement, PayPal account or credit card statement. If the amount has in fact been deducted from your account and you haven't received the confirmation email, please contact us via our contact form, chat or mail for further assistance. And don’t worry! We will sort it out!
Delivery
Below you can find the countries we deliver to and the expected delivery times:
Netherlands: 1 day
Austria, Belgium, Denmark, France, Germany, Luxembourg, Switzerland: 2 – 3 days
Czech Republic, Hungary, Italy, Ireland, Slovenia: 2 – 4 days
Estonia, Latvia, Lithuania, Portugal, Romania, Slovakia, Spain: 3 – 5 days
Finland, Norway, Poland, Sweden 2 – 6 days
Bulgaria, Greece: 4 – 7 days
United Kingdom: 3 – 6 days
United States: 5 – 7 days
When will my order be sent out?
Orders placed Mon - Fri - before 13:00 CET will be shipped the same day.
Orders placed after 13:00 will be shipped the next working day.
How do I track my order?
Once the parcel has left our warehouse, you will receive a confirmation email with your tracking information to track your order. If you haven’t received this email, please check your spam folder, as the shipping confirmation could be there.
My order was sent back to the sender.
When a shipment cannot be delivered, the package is shipped back to us. If this happens with your order, it will automatically be processed as a returning item. The order value (excluding shipping costs) will be refunded. If you would still like to receive the goods, you must place a new order in our online shop.
Can I change the address of my package?
Once your order has been picked up by the carrier, you will receive a confirmation email with a track & trace code. You can use this email to set your desired delivery location or change the preferred delivery day.
My order has been shipped but not yet delivered?
Please use the track & trace code to find out what happened to your package. It could be delivered to a neighbour or a parcel centre. If this is not the case and the package has not been delivered to you within the expected days of delivery, please contact us via our contact form, chat or mail.
My parcel has been damaged.
All items are insured until they have been delivered to your address. If the package being delivered is obviously damaged on the outside, you should refuse the delivery and contact customer service via our contact form immediately. If refusal of the package is no longer possible, please take good pictures of the damaged box BEFORE OPENING the package. Then carefully open the package while taking pictures of each step in the process. Once opened, carefully check the item(s) for any signs of damage. If goods are damaged, please contact us immediately through our contact form, chat or mail, where you can provide us with all the required information and pictures.
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition as when you received it, unworn and unused, with tags – if any – still connected, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at sales@harlemkitesurfing.com. Please note that you will have to pay for the shipping costs when returning products to us.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
How do I return my order?
Return instructions:
1. Send us an email at sales@harlemkitesurfing.com with the following information:
• Which product(s) you would like to return and reason(s) why;
• Copy (or photo) of the invoice.
2. If you are eligible for a return, we will send you a return form by email;
3. The return parcel should include a copy of your invoice
4. Bring the box to your preferred carrier and have them ship it to The Harlem HQ. We recommend using a shipping service with track & trace and insurance. The shipping costs are at your own cost.
5. Keep the shipment receipt until the order amount has been refunded.
6. You will receive a confirmation email when your return has arrived and has been refunded.
Items must be returned within 30 days of purchase. Products must be unused, in good condition and in original packaging.
Why is returning items at my own cost?
Returning items is at your own cost to reduce the environmental impact of shipping. We want to avoid multiple sizes of products being ordered and shipped only to see many of them returned. That’s why we offer extensive information on product sizing, including product specifications, features, descriptions, size charts and size guides. In addition to this, our customer support team is available to help answer any of your questions.
When will I receive my refund?
As soon as we have received your return in our logistics centre, we will send you a message to confirm. Within five days of receipt, your return will be processed and checked. If the product meets our return conditions, the refund will be initiated and you will be informed that it has. You will normally receive the purchase amount back within 14 days. Please note that depending on your payment method, it can take an additional 2-10 business days before the credit has been processed by your selected payment provider.
I want to exchange an item for a different colour or size.
Unfortunately, it is not possible to exchange items. Of course, you can re-order an item and return the item you don’t want. Select a new size or colour for your desired product. Go to your shopping cart and complete the order and payment process. Return the item you don’t want by following our return process.
Manuals
Find everything you need to know about your gear to ensure a safe and enjoyable ride on the water session after session.
Warranty
We offer a two-year warranty on all our kites, bars and boards. We warrant that our products are free from major defects in material or workmanship (i.e. manufacturing faults). If a product is found to have a manufacturing fault (i.e. it is defective under normal use and proper care), and this fault is reported to us by the original purchaser within the first 2 years after purchasing it, we will repair, replace, or refund the product at our sole discretion. The decision to repair, replace, or refund a product is made by us after receipt of the defective product.
This warranty is limited to new products purchased from an authorised Harlem Kitesurfing retailer or distributor, or from the Harlem Kitesurfing website.
Not Covered Warranties
• Damage caused by anything other than defects in materials or workmanship;
• Use in commercial, rental, teaching or instructional programs or activities;
• Damage caused by exposure to sunlight, improper handling, storage, or failure to follow our instructions;
• Products classified as 2nd-hand;
• Normal wear and tear, including scratches and fading;
• Products repaired by another repair service.
General Warnings
Harlem Kitesurfing is not responsible for the usage of our products. You accept that you use Harlem Kitesurfing gear at your own risk. Harlem Kitesurfing is not responsible for inherent risks/dangers and hazards involved with the use of our products. Minors and others not able to assume this responsibility must be under the direct control of an experienced and responsible person when using our products. You are responsible for your own actions and decisions. Before using this product, read and understand all instructions and warnings that accompany it and familiarize yourself with its proper use, capabilities and limitations. Seek qualified instructions before using our products. Contact Harlem Kitesurfing if you are uncertain about how to use this product. Do not modify this product in any way. Failure to read and follow these warnings can result in severe injury or death!
How to claim the extended warranty?
Harlem offers a 180-days extension of our standard 2-year warranty. You can claim this extended warranty here.
Extended warranty limitations
Warranty claims within the extended 180 days are valid only when the product is registered and activated in the warranty registration section within 60 days of purchase. Warranty registration must be accompanied by the original purchase receipt in which the name of retailer and date of purchase must be clear and legible. Warranty is only valid when the product is used for its normal intended recreational use and will not cover products used in teaching or rental operations.
Maintenance
To make sure you can enjoy our products for a long time, we have some tips for safety and maintenance. After contact with saltwater or freshwater let it dry and don't pack the gear wet. If you have to pack up with wet gear, make sure to unpack and dry the gear within 1-2 hours to prevent any degradation of the materials. Failure to do so can have a dramatic effect on the lifespan of your valuable gear! Lubricate metal parts when needed. Damaged gear must be repaired immediately. If you have any doubts about the quality of your gear, check and repair it at your local shop or contact us directly.
How to claim warranty or request a repair?
For both warranty claims and requests for repairs, please follow the following process:
Products purchased at the Harlem Kitesurfing webshop:
• Create a support ticket and provide us with all the requested information.
• Our support team will contact you within one business day to discuss how to proceed.
Products bought at one of our authorised Harlem Kitesurfing retailers or distributors:
• Take your clean and dry gear into the store where you purchased from, along with your original purchase receipt. Your retailer will assess the product and arrange the next steps.
Getting your Harlem gear online is fast and hassle-free, so you’ll be ready to hit the water in no time. Check out all the details below on how to place your order.
How to order?
- Select the products you want to order and add them to your shopping cart.
- Carefully review your cart before checking out.
- When you're happy with what's in your shopping cart, confirm your order and select your payment option to finalise the order.
- Once the order is placed and paid, you will receive an order confirmation, usually within a couple of minutes. That’s it! Your gear will be on its way shortly!
How do I cancel or change my order?
If you have placed and paid an order and would like to change it, please contact us immediately by sending us a WhatsApp, or calling us, at +31 6 251 24 344. Please do so within 2 hours after placing the order. If you call us later, we probably already have packed and shipped your order and can no longer cancel or change it. When this is the case and you would like to return the product once you receive it, you can do so following our return policy.
What if I have entered an incorrect delivery address?
Nothing more human than making mistakes! If you have entered an incorrect delivery address, speed is of essence! Please contact our support team within 2 hours after placing the order by sending us a WhatsApp or calling us at +31 6 251 24 344. Failure to do so could lead to your valuable gear being sent to the wrong address. Please note that in such case, we are not responsible for a possible loss of your gear and/or for redirecting or retrieving your package.
The price of an item has been reduced since I placed my order.
Please understand that our prices are constantly changing, depending on current trends, promotions, and inventory. If the price of a product is reduced but you have already ordered it, we cannot give you any subsequent reimbursement of the difference.
Why have I not received an order confirmation email?
Order confirmations are usually sent within a couple minutes. In some cases, it could take more time, so please be patient and wait at least 2 hours before you start panicking. If you still don’t have it after that time – and you have checked your spam folder – the payment is most likely still pending. This means that your order hasn't been confirmed, because the payment hasn’t gone through. If that is the case, we advise you to check your bank statement, PayPal account or credit card statement. If the amount has in fact been deducted from your account and you haven't received the confirmation email, please contact us via our contact form, chat or mail for further assistance. And don’t worry! We will sort it out!
Below you can find the countries we deliver to and the expected delivery times:
Netherlands: 1 day
Austria, Belgium, Denmark, France, Germany, Luxembourg, Switzerland: 2 – 3 days
Czech Republic, Hungary, Italy, Ireland, Slovenia: 2 – 4 days
Estonia, Latvia, Lithuania, Portugal, Romania, Slovakia, Spain: 3 – 5 days
Finland, Norway, Poland, Sweden 2 – 6 days
Bulgaria, Greece: 4 – 7 days
United Kingdom: 3 – 6 days
United States: 5 – 7 days
When will my order be sent out?
Orders placed Mon - Fri - before 13:00 CET will be shipped the same day.
Orders placed after 13:00 will be shipped the next working day.
How do I track my order?
Once the parcel has left our warehouse, you will receive a confirmation email with your tracking information to track your order. If you haven’t received this email, please check your spam folder, as the shipping confirmation could be there.
My order was sent back to the sender.
When a shipment cannot be delivered, the package is shipped back to us. If this happens with your order, it will automatically be processed as a returning item. The order value (excluding shipping costs) will be refunded. If you would still like to receive the goods, you must place a new order in our online shop.
Can I change the address of my package?
Once your order has been picked up by the carrier, you will receive a confirmation email with a track & trace code. You can use this email to set your desired delivery location or change the preferred delivery day.
My order has been shipped but not yet delivered?
Please use the track & trace code to find out what happened to your package. It could be delivered to a neighbour or a parcel centre. If this is not the case and the package has not been delivered to you within the expected days of delivery, please contact us via our contact form, chat or mail.
My parcel has been damaged.
All items are insured until they have been delivered to your address. If the package being delivered is obviously damaged on the outside, you should refuse the delivery and contact customer service via our contact form immediately. If refusal of the package is no longer possible, please take good pictures of the damaged box BEFORE OPENING the package. Then carefully open the package while taking pictures of each step in the process. Once opened, carefully check the item(s) for any signs of damage. If goods are damaged, please contact us immediately through our contact form, chat or mail, where you can provide us with all the required information and pictures.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition as when you received it, unworn and unused, with tags – if any – still connected, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at sales@harlemkitesurfing.com. Please note that you will have to pay for the shipping costs when returning products to us.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
How do I return my order?
Return instructions:
1. Send us an email at sales@harlemkitesurfing.com with the following information:
• Which product(s) you would like to return and reason(s) why;
• Copy (or photo) of the invoice.
2. If you are eligible for a return, we will send you a return form by email;
3. The return parcel should include a copy of your invoice
4. Bring the box to your preferred carrier and have them ship it to The Harlem HQ. We recommend using a shipping service with track & trace and insurance. The shipping costs are at your own cost.
5. Keep the shipment receipt until the order amount has been refunded.
6. You will receive a confirmation email when your return has arrived and has been refunded.
Items must be returned within 30 days of purchase. Products must be unused, in good condition and in original packaging.
Why is returning items at my own cost?
Returning items is at your own cost to reduce the environmental impact of shipping. We want to avoid multiple sizes of products being ordered and shipped only to see many of them returned. That’s why we offer extensive information on product sizing, including product specifications, features, descriptions, size charts and size guides. In addition to this, our customer support team is available to help answer any of your questions.
When will I receive my refund?
As soon as we have received your return in our logistics centre, we will send you a message to confirm. Within five days of receipt, your return will be processed and checked. If the product meets our return conditions, the refund will be initiated and you will be informed that it has. You will normally receive the purchase amount back within 14 days. Please note that depending on your payment method, it can take an additional 2-10 business days before the credit has been processed by your selected payment provider.
I want to exchange an item for a different colour or size.
Unfortunately, it is not possible to exchange items. Of course, you can re-order an item and return the item you don’t want. Select a new size or colour for your desired product. Go to your shopping cart and complete the order and payment process. Return the item you don’t want by following our return process.
Find everything you need to know about your gear to ensure a safe and enjoyable ride on the water session after session.
We offer a two-year warranty on all our kites, bars and boards. We warrant that our products are free from major defects in material or workmanship (i.e. manufacturing faults). If a product is found to have a manufacturing fault (i.e. it is defective under normal use and proper care), and this fault is reported to us by the original purchaser within the first 2 years after purchasing it, we will repair, replace, or refund the product at our sole discretion. The decision to repair, replace, or refund a product is made by us after receipt of the defective product.
This warranty is limited to new products purchased from an authorised Harlem Kitesurfing retailer or distributor, or from the Harlem Kitesurfing website.
Not Covered Warranties
• Damage caused by anything other than defects in materials or workmanship;
• Use in commercial, rental, teaching or instructional programs or activities;
• Damage caused by exposure to sunlight, improper handling, storage, or failure to follow our instructions;
• Products classified as 2nd-hand;
• Normal wear and tear, including scratches and fading;
• Products repaired by another repair service.
General Warnings
Harlem Kitesurfing is not responsible for the usage of our products. You accept that you use Harlem Kitesurfing gear at your own risk. Harlem Kitesurfing is not responsible for inherent risks/dangers and hazards involved with the use of our products. Minors and others not able to assume this responsibility must be under the direct control of an experienced and responsible person when using our products. You are responsible for your own actions and decisions. Before using this product, read and understand all instructions and warnings that accompany it and familiarize yourself with its proper use, capabilities and limitations. Seek qualified instructions before using our products. Contact Harlem Kitesurfing if you are uncertain about how to use this product. Do not modify this product in any way. Failure to read and follow these warnings can result in severe injury or death!
How to claim the extended warranty?
Harlem offers a 180-days extension of our standard 2-year warranty. You can claim this extended warranty here.
Extended warranty limitations
Warranty claims within the extended 180 days are valid only when the product is registered and activated in the warranty registration section within 60 days of purchase. Warranty registration must be accompanied by the original purchase receipt in which the name of retailer and date of purchase must be clear and legible. Warranty is only valid when the product is used for its normal intended recreational use and will not cover products used in teaching or rental operations.
Maintenance
To make sure you can enjoy our products for a long time, we have some tips for safety and maintenance. After contact with saltwater or freshwater let it dry and don't pack the gear wet. If you have to pack up with wet gear, make sure to unpack and dry the gear within 1-2 hours to prevent any degradation of the materials. Failure to do so can have a dramatic effect on the lifespan of your valuable gear! Lubricate metal parts when needed. Damaged gear must be repaired immediately. If you have any doubts about the quality of your gear, check and repair it at your local shop or contact us directly.
How to claim warranty or request a repair?
For both warranty claims and requests for repairs, please follow the following process:
Products purchased at the Harlem Kitesurfing webshop:
• Create a support ticket and provide us with all the requested information.
• Our support team will contact you within one business day to discuss how to proceed.
Products bought at one of our authorised Harlem Kitesurfing retailers or distributors:
• Take your clean and dry gear into the store where you purchased from, along with your original purchase receipt. Your retailer will assess the product and arrange the next steps.
Didn't find what you were looking for? We are here to help!
Our customer support is available Monday to Friday: 10am–4pm.
Average response time: Immediately, unless we are out on the water. Then we’ll get back to you the next day ;)