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 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 basket.
- Review your basket before checking out.
- Confirm your order and select your payment option to finalize the order.
- After the order has been placed, we are not able to adjust or cancel it.
- You will receive the order confirmation mail shortly and that’s it. Your gear will be on its way shortly!
How do I cancel my order?
After the order has been made, you are not able to cancel or change it. Once it has been placed you will have to return the item under the terms of our returns policy.
How do I change my order?
Please return the product and place a new order for the correct product via our online shop. You will receive the refund for the returned item shortly.
Entered an incorrect delivery address?
Please contact our support team via our contact form below, chat or mail.
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?
Please check if you have received an order confirmation within 2 hours after placing the order, it could be the case it ended up in your spam folder. If the email is not located in your mailbox, the payment is most likely still pending, this means that your order still hasn't been confirmed. 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.
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 17:00 CET will be shipped the same day.
Orders placed after 17:00 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. Please also check your spam folder, as the shipping confirmation could be there.
My order was sent back to the sender.
Then your order will automatically be processed as a returning item and 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?
UPS will send you the confirmation email of your order. You can use this email to set your desired delivery location or change the delivery day. You can see via the parcel tracking whether your parcel has been delivered to a different location.
My order has been shipped but not yet delivered?
Please check if the package has been delivered to a neighbour or a UPS 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. Please check the item(s) for quality and accuracy. If goods are damaged, please contact us immediately, providing your order number and pictures of the damage.
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 that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. To start a return, you can contact us at shop@harlemkitesurfing.com. Please note that returns must be sent to the following address: Harlem Kitesurfing BV, Kromme Spieringweg 545A, 2141AK Vijfhuizen, the Netherlands.
Damages and issues
Please inspect your order upon reception 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. Fill in the item, size and the reason for return.
2. Cut the document into two parts, the return form and the return label.
3. Put the returning items and the return form in the box.
4. Stick the return label on the box.
5. Return the package to the address on the Return Label (Returning items is at your own cost).
6. Keep the receipt until the order amount has been refunded.
7. You will receive a confirmation email when your return has arrived and has been refunded.
8. The refunded amount will be on your account within two weeks.
Items must be returned within 30 days of purchase. Products must be unused, in good condition and in original packaging.
Once your return has been received, it will be inspected by our fulfilment centre. Your refund will be processed when approved, and a credit to the original payment method or store credit will be applied within seven days. Please note that depending on your credit card company, it can take an additional 2-10 business days after your credit is applied for it to be transferred to your account.
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?
Our return process can take up to 21 working days. You will receive a confirmation mail once we have processed your return successfully.
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. Select a new size or colour for your desired product. Go to your shopping cart and complete the item's new order and payment process. Your returned item will be refunded automatically as soon as our warehouse receives it.
Manuals
Find everything you need to know about your gear to ensure a safe and enjoyable ride on the water session after session.
Warranty
Harlem Kitesurfing products have a legal warranty period of your country manufacturer’s warranty on workmanship. We will repair any manufacturing faults free of charge within the guarantee period, with the only exceptions of the “Not Covered Warranties” list below. If we cannot repair your product then we will replace it with the same or similar product.
General Warnings
Harlem Kitesurfing is not responsible for the usage of your product. You accept that you have use the gear on your own risk. Harlem Kitesurfing is not responsible for inherent risks/dangers and hazards involved with our products. Minors and others not able to assume this responsibility must be under the direct control of an experienced and responsible person. 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 instruction. 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!
This warranty covers new products purchased ONLY from an authorized Harlem Kitesurfing retailer or distributor or from the Harlem Kitesurfing website.
Harlem Kitesurfing warranties our products to be free from major defects in material or workmanship to the original purchaser only. *Warranty period may vary by country of purchase.
This warranty is subject to the following 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 your Harlem Kitesurfing products for a long time, we have some tips for safety and maintenance.
After contact with saltwater or freshwater let it try and don't pack the gear wet. Lubricate metal parts when needed. Damaged gear must be repaired immediately. If you have any doubts about the dependability of your gear, check and repair it at your local shop or contact us directly.
Note
If the product is found to be defective under normal use and proper care, we will repair, replace, or refund the product at our sole discretion. The decision to repair, replace, or refund a product is made by the Warranty Department after receipt of the defective product.
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.
Warranty returns
Please take your product, clean and dry into the store where you purchased from, along with your receipt or proof of purchase. Your retailer will assess the product and arrange the return to our head office in the Netherlands.
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 basket.
- Review your basket before checking out.
- Confirm your order and select your payment option to finalize the order.
- After the order has been placed, we are not able to adjust or cancel it.
- You will receive the order confirmation mail shortly and that’s it. Your gear will be on its way shortly!
How do I cancel my order?
After the order has been made, you are not able to cancel or change it. Once it has been placed you will have to return the item under the terms of our returns policy.
How do I change my order?
Please return the product and place a new order for the correct product via our online shop. You will receive the refund for the returned item shortly.
Entered an incorrect delivery address?
Please contact our support team via our contact form below, chat or mail.
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?
Please check if you have received an order confirmation within 2 hours after placing the order, it could be the case it ended up in your spam folder. If the email is not located in your mailbox, the payment is most likely still pending, this means that your order still hasn't been confirmed. 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.
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 17:00 CET will be shipped the same day.
Orders placed after 17:00 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. Please also check your spam folder, as the shipping confirmation could be there.
My order was sent back to the sender.
Then your order will automatically be processed as a returning item and 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?
UPS will send you the confirmation email of your order. You can use this email to set your desired delivery location or change the delivery day. You can see via the parcel tracking whether your parcel has been delivered to a different location.
My order has been shipped but not yet delivered?
Please check if the package has been delivered to a neighbour or a UPS 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. Please check the item(s) for quality and accuracy. If goods are damaged, please contact us immediately, providing your order number and pictures of the damage.
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 that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. To start a return, you can contact us at shop@harlemkitesurfing.com. Please note that returns must be sent to the following address: Harlem Kitesurfing BV, Kromme Spieringweg 545A, 2141AK Vijfhuizen, the Netherlands.
Damages and issues
Please inspect your order upon reception 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. Fill in the item, size and the reason for return.
2. Cut the document into two parts, the return form and the return label.
3. Put the returning items and the return form in the box.
4. Stick the return label on the box.
5. Return the package to the address on the Return Label (Returning items is at your own cost).
6. Keep the receipt until the order amount has been refunded.
7. You will receive a confirmation email when your return has arrived and has been refunded.
8. The refunded amount will be on your account within two weeks.
Items must be returned within 30 days of purchase. Products must be unused, in good condition and in original packaging.
Once your return has been received, it will be inspected by our fulfilment centre. Your refund will be processed when approved, and a credit to the original payment method or store credit will be applied within seven days. Please note that depending on your credit card company, it can take an additional 2-10 business days after your credit is applied for it to be transferred to your account.
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?
Our return process can take up to 21 working days. You will receive a confirmation mail once we have processed your return successfully.
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. Select a new size or colour for your desired product. Go to your shopping cart and complete the item's new order and payment process. Your returned item will be refunded automatically as soon as our warehouse receives it.
Find everything you need to know about your gear to ensure a safe and enjoyable ride on the water session after session.
Harlem Kitesurfing products have a legal warranty period of your country manufacturer’s warranty on workmanship. We will repair any manufacturing faults free of charge within the guarantee period, with the only exceptions of the “Not Covered Warranties” list below. If we cannot repair your product then we will replace it with the same or similar product.
General Warnings
Harlem Kitesurfing is not responsible for the usage of your product. You accept that you have use the gear on your own risk. Harlem Kitesurfing is not responsible for inherent risks/dangers and hazards involved with our products. Minors and others not able to assume this responsibility must be under the direct control of an experienced and responsible person. 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 instruction. 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!
This warranty covers new products purchased ONLY from an authorized Harlem Kitesurfing retailer or distributor or from the Harlem Kitesurfing website.
Harlem Kitesurfing warranties our products to be free from major defects in material or workmanship to the original purchaser only. *Warranty period may vary by country of purchase.
This warranty is subject to the following 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 your Harlem Kitesurfing products for a long time, we have some tips for safety and maintenance.
After contact with saltwater or freshwater let it try and don't pack the gear wet. Lubricate metal parts when needed. Damaged gear must be repaired immediately. If you have any doubts about the dependability of your gear, check and repair it at your local shop or contact us directly.
Note
If the product is found to be defective under normal use and proper care, we will repair, replace, or refund the product at our sole discretion. The decision to repair, replace, or refund a product is made by the Warranty Department after receipt of the defective product.
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.
Warranty returns
Please take your product, clean and dry into the store where you purchased from, along with your receipt or proof of purchase. Your retailer will assess the product and arrange the return to our head office in the Netherlands.
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 within 12 hours.
When not riding you'll find us here:
HEADQUARTERS
+31625124344
Kromme Spieringweg 545a
2141 AK Vijfhuizen
The Netherlands