Shipping Policy (B2B)
This Shipping Policy applies exclusively to business customers (B2B) and should be read together with the General Terms and Conditions of Superstar B.V. In the event of any conflict, the General Terms and Conditions shall prevail.
Order Processing
All orders are processed upon receipt of the order confirmation and – where applicable – full payment in accordance with the General Terms and Conditions.
The standard processing and delivery times are:
• a minimum of 2 business days within the Netherlands
• approximately 2 weeks outside the Netherlands
These periods are indicative and do not constitute strict deadlines.
Unless the customer indicates otherwise in writing within 2 hours of receiving the order confirmation, shipping will be arranged as standard by Superstar B.V. via a carrier selected by Superstar B.V.
If the customer wishes to arrange their own carrier or designate a different carrier for collection of the order, this must be reported in writing no later than 2 hours after receipt of the order confirmation via shipping@superstar.nl for the attention of the Logistics Department, stating the order number and – if available – the details of the chosen carrier and the desired collection time.
If no timely notice is received, the customer is deemed to agree to shipping in accordance with Superstar B.V.'s standard shipping procedure.
Superstar B.V. reserves the right to deliver orders in partial shipments and to invoice these separately.
No Dropshipping Services
Superstar B.V. does not provide dropshipping services. Unless expressly agreed otherwise in writing, Superstar B.V. will not arrange direct deliveries to the customer's end customers or other third parties. All deliveries are made solely in accordance with the delivery instructions agreed with the contractual customer.
Rush Orders
If the customer wishes to place a rush order, this must be agreed in writing in advance.
Superstar B.V. will make efforts to carry out rush deliveries within the agreed period, but does not guarantee delivery within any specific timeframe.
Any additional costs for rush processing, priority production, express shipping or additional logistics services will be invoiced separately.
Cancellation or modification of a confirmed rush order is only possible with the prior written approval of Superstar B.V. Any costs already incurred remain fully for the customer's account.
Shipping Costs and Delivery
All deliveries take place as standard on an Ex Works (EXW) basis in accordance with the applicable Incoterms, from Oosterhout, the Netherlands.
When Superstar B.V. arranges shipping via FedEx, UPS or PostNL, this is done solely on behalf of the customer and does not change the agreed EXW delivery condition.
Shipping costs are calculated based on actual costs and invoiced separately, unless otherwise agreed in writing.
The customer remains responsible for:
• transport
• insurance
• export and import formalities
• import duties and taxes
• correct delivery and customs details
The risk of loss or damage transfers in accordance with article 13 of the General Terms and Conditions.
Order Tracking
If shipping is arranged by Superstar B.V., the customer will receive – if available – a tracking number from the carrier.
Tracking information may take up to 48 hours after shipment to become visible.
For questions about a shipment, please contact us via shipping@superstar.nl stating the company name and order number.
Returns and Complaints
Returns are accepted only with the prior written approval of Superstar B.V.
Return requests must be submitted in writing via shipping@superstar.nl stating the order number and reason for return.
Returns are made at the customer's expense and risk, unless otherwise agreed in writing or in the event of a valid complaint.
The customer must inspect the goods immediately upon receipt in accordance with the General Terms and Conditions of Superstar B.V.
The following deadlines apply to complaints:
• visible defects, transport damage, shortages or incorrect deliveries: to be reported in writing no later than 3 business days after delivery;
• hidden defects: to be reported in writing no later than 14 days after discovery.
Reports must include:
• order number;
• description of the complaint;
• if possible, photos of the product, packaging and shipping label.
After approval of a return or complaint, Superstar B.V. will, at its own discretion:
• repair;
• replace;
• credit.
Custom-made, opened, used or specially manufactured items are not accepted for return, unless otherwise agreed in writing.
If the aforementioned deadlines are exceeded, all claims for repair, replacement, compensation or credit will lapse.
Contact
For questions about shipments, rush orders, returns or complaints:
Superstar B.V.
Oosterhout, the Netherlands