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SUPPORT

1.1 HOW DO I FIND THE PRODUCT I AM LOOKING FOR?

The easiest way to find our products is to go to the 'Products'-page. The link is found in the top menu. You can also search for a specific product by enter relevant keywords in the search field, found in the upper right corner at the lup icon.

 

1.2 CAN I FIND ADDITIONAL INFORMATION ABOUT YOUR PRODUCTS?

Yes. You can go to our corporate website www.dynello.com and find additional information about some of the products. Otherwise you can enter our YouTube channel and find videos about our products (Dynello - Youtube). 

 

1.3 WHERE CAN I SEE PRODUCT MANUALS?

The product manuals for our products are available at the specific product-page in the webshop. If there is not a download link, it means the product manual is not available. 

2.1 HOW DO I ADD PRODUCTS / MODIFY MY CART?

If you want to add an item to your shopping cart, you must if available choose the size and color you want, and then choose how many pcs., You want to buy before you click 'Add to basket'.
To change the content of your basket, click on the 'Checkout' at the top of the page. You can now change the number of items in your cart, or you can remove the item altogether.
When you are finished making changes, you can click on the 'Continue shopping' to go back to the webshop.

 

2.2 HOW DO I CHECKOUT?

When you are ready to purchase the items in your cart, click on the 'Checkout' at the top-menu of the webshop.
If you already are registered with Dynello webshop, you can use your e-mail address to log on with. If you do not have an account, you can complete the order as a guest or create an account before you pay.
To complete your purchase, enter your shipping and billing addresses, then select payment method and enter the required payment information before you click 'Confirm order'.
Dynello webshop supports Internet Explorer, Firefox, Google Chrome and Safari. If you have problems with one of these browsers, try deleting your cookies and temporary Internet files, and then make sure that cookies at the webshop is enabled. This should solve most problems.

 

2.3 WHAT TYPE OF E-MAILS WILL I RECEIVE FOR MY ORDER?

Dynello will send the following e-mails to keep you updated on your order status:

Order received:

You will receive an order confirmation via e-mail shortly after you have placed an order online.

Order sent:

This e-mail confirming that your order has been completed and are being shipped from our warehouse. The email will also contain a link to your invoice that you can download. The email contains a track & trace code that you can use to follow your order's delivery status.

Shipping track & trace:

This e-mail will be from the shipping agent, which contains a track & trace number for your order.

Returned order received:

This email confirms that we have received your returned order/items. We will examine the items you have returned and refund the money if they meet the requirements of our Return Policy, within 14 business days.

Cancellation:      

This e-mail you will receive if your order has been fully or partially canceled.

Refund:      

This e-mail you will receive if your order has been fully or partially refunded.

 

2.4 CAN I CANCEL MY ORDER?

Yes, within a short period of time, it is possible to cancel via your account. Once your order has been processed, the cancellation is no longer possible. If so, you can return your order according to our 14 days return policy after receiving of your order.

 

2.5 WHY WAS MY ORDER CANCELLED?

Your order can be canceled for several reasons, for example there are problems with payment or the delivery address.
If your order are canceled, the corresponding amount will of course be refunded to your account if withdrawn. Payments are refundable within 14 days, according to our 14 days return policy, but be aware that your bank may take some extra days to process the payment.

 

2.6 HOW LONG WILL IT TAKE TO I RECEIVE MY REFUND WHEN I HAVE CANCELLED MY ORDER?

If payment is made prior to your cancellation, you will receive a refund according to our standard refund procedure.
Please note that it may take up to 14 days for your bank to process the refund. If you have any questions on this matter, please contact your bank or credit card company for more information.

 

3.1 HOW DO I USE MY COUPON CODE?

At the 'Checkout'-page a field at the top in the page will appear, saying ' Have a coupon? Click here to enter your code'. Click this and you will be able to submit your coupon code. Remember to press the button 'Apply coupon'. You can now confirm it is applied by scrolling down to the bottom of the page and find it in your order lines. 

 

3.2 WHY DOES MY COUPON CODE NOT WORK?

Coupon codes to our webshop is only valid for products that are part of an offer or promotion, so check first whether the offer is still valid. For more information about using coupon codes in our Terms & Conditions.

 

3.3 HOW CAN I FIND OUT ABOUT NEW PRODUCTS AND SPECIAL PROMOTIONS?

We are continuously posting news about new products, discounts, events and other special announcements at our social media platforms: Facebook and Instagram, so you can follow us there! Otherwise keep an eye on our corporate website www.dynello.com

4.1 WHICH TYPE OF PAYMENT OPTIONS DO YOU OFFER?

We offer the following payment options.

Credit cards:

dynello_payment_visa Visa card

dynello_payment_mastercard Mastercard

 

4.2 ARE MY PAYMENT/CREDIT CARD INFORMATION SAFE WITH YOU?

Yes, we use a secure SSL connection provided by our Payment Provider certified by PCI Security Standards Council. Read more here.

 

4.3 CAN MY DELIVERY ADDRESS BEING A DIFFERENT THAN MY BILLING ADDRESS?

Yes, as long as they are both are located in the same country. You just enter different delivery and billing address when you checkout.

 

4.4 WILL MY CREDIT CARD BE CHARGED IMMEDIATELY?

Your credit card will be charged after payment. Due to processing it can take a few days for your banking institution to debit the sum.

 

4.5 WHY DID MY PAYMENT FAIL?

This can be due to two things.

1. We might not accept your card. The payment options we accept are described at paragraph 4.1. 

2. Your credit limit might not be high enough. Validate with your bank account you have enough funds on your card before you make a purchase to avoid any payment problems.

 

4.6 I HAVE A COMPANY IN EU, CAN I REMOVE VAT?

Yes. All you should do is to enter your VAT number at checkout in the field VAT Number. If the entered VAT number is valid and entered correctly, the total price will be without VAT.

 

4.7 WHY IS VAT NOT DEDUCTED FROM THE TOTAL PRICE WHEN I ENTER IT?

This can be due to three issues:

1. The VAT number is entered incorrectly. The validity of the VAT number is checked by VIES online database administrated by European Commission. The VAT number thus has to be entered correctly according to their procedures. 

For example for Germany the VAT number shall be entered: DE12345678

Use the Alpha-2 code for your country (Germany; DE) followed by the 8 digits your EU VAT number consist of. You can find the alpha-2 code for your country here.

2. Your VAT number is invalid or you are not a European Member State. If this applies, you cannot exclude VAT.

3. Your company is based in Denmark, which mean you can not deduct VAT.

5.1 WHICH COUNTRIES DO YOU DELIVER TO?

We deliver to the following countries:

Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia,

Faroe Islands, Finland, France, Germany, Greece, Greenland, Hungary, 

Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Norway,

Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, 

United Kingdom (UK)

 

5.2 WHEN WILL MY ORDER BE SHIPPED? WHAT'S THE STATUS OF MY ORDER?

After your order has been shipped, we will send you an email with your track-and-trace number where you can track it online.

 

5.3 HOW MUCH DOES SHIPPING COST?

The price of shipping is variable according to which country the package has to be delivered as well as on which postal service you choose to use. The price for a given country will appear at checkout when a shipping address is entered.

 

6.1 WHAT IS YOUR RETURN/EXCHANGE POLICY?

We offer a 14 day return policy, which means if you return bought items within 14 days from purchase date, we can refund your money. This is only valid as long as you can submit a valid purchase invoice and include all the items shipped to you, user manual and the original box, otherwise the product cannot be returned or you can not receive your refund. More information about our return policy can be read here.

STANDARD REFUND PROCEDURE

Refunds will be issued based on the original form of payment. If you paid via Visa credit card, the money will be transferred to this same credit card. Refund of payment is made once we have received the product(s) and verified that it meets the rules for refund. The refund will usually be within 1-5 business days after we receive the product(s) as described above.

For any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and the way it works. In other words - you can try the product in the same way as if you tried it in a physical store.

If the product is proven beyond what is outlined above, we consider it as used, which means that by return of purchase you will only get partly or none of the purchase amount back, depending on their commercial value. To receive the entire purchase amount of return you must therefore do the same as you can in a physical store: you must test the product, but do not take it in actual use.

We can withhold the payment until we have received the goods unless you have presented documentation that you have returned the goods.

PRACTICAL INFORMATION ON HOW TO RETURN:

If you should decide to return your product(s), please contact us as soon as possible by email: shop@dynello.com

To return your product(s) we will send you the following:

    - A return note (please fulfill this return note best as possible to make us aware of the reason for your return)

    - A pre-paid return label 

All you shall do is to pack the product(s) properly and secure, and attach the pre-paid return label. Next, deliver the package to the specified/local postal service shop. Always secure the package best possible to avoid any damage to the product(s) when returning. Damage to the product(s) can affect the refund.

Please note, we will not accept any packages sent without any specified agreement with us beforehand. For any agreements made beforehand, the return address is the following:

Return address:

Dynello IVS
Inge Lehmanns Gade 10, 6th floor
8000 Aarhus
Denmark

 

6.2 DO YOU REFUND MY SHIPPING / DELIVERY COSTS IF I RETURN MY ORDER?

Yes. We will pay the shipping cost concerning your return, provided that you have been in contact with us before returning your product(s). We do not receive packages sent as COD (Cash On Delivery).

Please contact us at shop@dynello.com before return any goods.

 

6.3 WHAT IS YOUR RETURN ADDRESS?

Provided a appointment made with us before returning any goods, our return address is:

Return address:

Dynello IVS
Inge Lehmanns Gade 10, 6th floor
8000 Aarhus
Denmark

Packaging:

Always secure the package best possible to avoid any damage to the product(s) when returning. Damage to the product(s) can affect the refund. Read more at 'Standard Refund Procedure'.

7.1 WHAT IS OUR WARRANTY?

Dynello is confident of the quality of its products and offers an outstanding warranty of 24 months. This statement is in addition to and in no way prejudices your statutory rights. The warranty is valid within the territories of the Member States of the European Union and the European Free Trade Area.

 

7.2 WHAT DO I DO IF MY PRODUCT BREAKS DOWN DURING THE WARRANTY PERIOD?

If your Dynello tool becomes defective due to faulty materials, workmanship or lack of conformity, within 24 months from the date of purchase, Dynello guarantees to replace defective parts, repair products subjected to fair wear and tear or replace such tool to ensure minimum inconvenience to the customer unless:

  • The product or equipment has been subjected to misuse or neglect;
  • The product or equipment has sustained damage through foreign objects, substances or accidents;
  • Repairs have been attempted by persons other than authorised repair agents or Dynello service staff.

To claim on the guarantee, you will need to submit proof of purchase to the Dynello or an authorised repair agent. You can check the location of your nearest authorised repair agent at our website: www.dynello.com

You can get in contact with Dynello by email. Make sure to describe the problem and submit proof of purchase. Once you have informed us about the problem, we will get back to you with further instructions.

8.1 CAN I SEE MY ORDER?

Yes. You can find your orders at 'MY ACCOUNT' in the 'Orders' tab.

 

8.2 CAN I CHANGE MY ACCOUNT DETAILS AND PASSWORD?

Yes, you can change your billing and shipping address at 'MY ACCOUNT' in the tab 'Addresses'. You can change your password in the tab 'Account Details'.

 

9.1 ABOUT DYNELLO

Dynello Shop is owned and operated by Dynello IVS. The company is registered in Denmark.

Dynello IVS
Inge Lehmanns Gade 10, 6th floor
8000 Aarhus
Denmark

VAT no.: DK36415657

Corporate website: www.dynello.com

 

9.2 CONTACT

Shop:  
Email:              shop@dynello.com

General:
Email:              mail@dynello.com

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