01. Customer Service & FAQ

YES, you can visit the GearPoint Store at Siliciumweg 26, 3812SX, Amersfoort in The Netherlands. Check our opening hours on our website. 

GearPoint Store and Office:

Siliciumweg 26

3812 SX Amersfoort

The Netherlands

GearPoint is a company who sells high-end brands for professionals but also so outdoor enthusiasts. Everybody can and may visit our GearPoint Store. All items we sell can be bought without permits.

YES, you can make an appointment when you are a B2B or Goverment customer. Just give us a call so we can plan the appointment with you.

YES, You can call us on workdays from 09:30 till 16:30 on +31 33 7200 999. It can happen that we are very busy, and can't pickup the phone. In that case, just send us an e-mail and we will call you back.

YES, You can e-mail us at [email protected] 24/7 but note that we only reply during opening hours. In most cases we will get back to you within 8 working hours. If you have a very urgent question do call us!

NO, GearPoint can help you with a lot more products and brands then you can find in our webshop. If you are looking for a specific product just get in touch with us. For projects of big volume orders we can always see what we can do for you.

Our prices included are exclusive of turnover tax and exclusive of costs for transport and other costs (like duties, import and customs costs). Do note these costs will be invoice to you by the local authorities. 

YES, everybody can visit our store during the regular opening hours. Our employees are more than happy to help you.

You can find all size charts click here.

Gear Point has a lot of brands in the standaard store / webshop range. Here you can find our main brands:

• Salomon Forces
• UF Pro
• ThruDark
• Masters of Gloves (MoG)
• Offgrid
• 5.11 Tactical
• Tasmanian Tiger
• Dragon Skin
• Helikon-Tex
• Rab Equipment
• Bridgedale
• Fenix Lights
• Team Wendy
• Woolpower
• Icebreaker
• Arcade
• Nalgene
• Tatonka
• X-Marker
• Mechanix Wear
• SwissEye
• etc.
•  

Via our GearPoint webshop you can easily place your order and complete your order online. If you do NOT want to have your order delivered by post, you can also choose PICK UP at GearPoint Amersfoort.

YES, if you find out after placing your order that you have forgotten something, you can let us know by e-mail which product (s) we can add to your order.

However, you can only add it if your order has not yet been fully processed or shipped. Do not forget to include your order number in this email.

In our webshop you can see for each product whether or not it is in stock*. If we can deliver it from our own stock, you can see this, then the delivery time is 1 working day. When a product is not in stock, this is also clearly stated. An expected delivery time is also indicated, these are not guarantees. We try to deliver as many products as possible from stock.

* In some cases stock may deviate due to an error or correction. If you really need a product asap, we always advise you to contact us. This prevents disappointments afterwards.

When you order a product that is not in stock at GearPoint, the delivery time is variable. This is because we work with various suppliers within and outside Europe. If a product is not in stock, there is always an indicative delivery time stated for this product, however this may deviate from the actual delivery time as we do not have an active / live link with the stock systems of our suppliers.

It is therefore possible that a product in the web shop is marked "In stock at supplier, 5 to 7 days delivery time" and it turns out to be sold out at the supplier or manufacturer. You always have the choice to cancel the order, to wait until the product is available again or to choose another comparable product.

Online, GearPoint offers a variety of payment methods, which you can view during the checkout process. If you want to see immediately which payment methods we accept, click here.

When you pick up your order in our store, you can pay by PIN, credit card, or cash. If you have any questions about payment options, please feel free to contact us.

If you have chosen to pay for your order via advance transfer, please transfer the payment to IBAN: NL18 INGB 0652 4292 62 in favor of GearPoint, including your order number.

GearPoint generally ships with PostNL and will send all shipments as standard parcels unless otherwise agreed. In some cases, we may deviate from PostNL if a package has specific dimensions or other requirements.

GearPoint ships packages via PostNL as insured standard parcels and charges €6.95 for shipping on packages up to 10 kilograms within the Netherlands. For orders of €100.00 or more, shipping is FREE.

To Belgium and Germany, we charge €8.95 for shipping. Orders of €500.00 or more to Belgium or Germany are FREE.

For heavier packages, we will always contact you to arrange the best and most cost-effective shipping method.

For other countries, always select your country when placing the order and check the shipping rates. If you do not like the shipping rate for your country, just don't place the order ;) 

If the products are in stock and ordered on a business day before 3:00 PM, your order will most likely be delivered to you within the Netherlands the next day. However, we cannot guarantee this, as the handling is outside of our control and depends on PostNL.

It is possible that delivery may take an extra day due to varying activities of PostNL. For shipments to Belgium and Germany, please expect a longer delivery time.

Yes, you can pick up your order at GearPoint in Amersfoort. This is possible during our regular opening hours.

If you placed your order through the webshop, you will always receive a notification when your order is ready for collection. You can find GearPoint at Siliciumweg 26 in Amersfoort.

Yes, you can; all orders you wish to pick up at GearPoint in Amersfoort can be paid for with PIN, credit card, or cash.

Yes, you can pay with PIN (card) when picking up your order at GearPoint in Amersfoort.

Yes, you can pay with Mastercard and VISA credit cards when picking up your order at GearPoint in Amersfoort.

Yes, you can cancel your order at any time as long as it has not yet been shipped to you. If your order has already been shipped, you can refuse the package, and we will refund your payment as soon as the package is returned to us.

Yes, this is not a problem unless we have ordered the product specifically for you. If you come to pick up your order and wish to cancel it after seeing the products, that is of course possible.

Please note: If the product has been specially ordered or manufactured for you at your request, cancellation is no longer possible.

YES, you have the right to withdraw from the contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day you or a third party, who is not the carrier, physically take possession of the goods.

To exercise your right of withdrawal, you must inform us (GearPoint | GFP B.V., Siliciumweg 26, 3812 SX Amersfoort - Netherlands, [email protected], Phone: +31 033 720 0999) of your decision to withdraw from the contract in an unambiguous statement (e.g., written by mail, fax, or email).

You can use the withdrawal form available for download here, but you are not obliged to do so. To meet the withdrawal deadline, it is sufficient that you send your communication regarding the exercise of this right before the withdrawal period expires.

Consequences of Withdrawal
If you withdraw from the contract in full, you will receive all payments made by you up to that point, including delivery costs (excluding any extra costs resulting from your choice of a different delivery method than the most affordable standard delivery offered by us), without delay and in any case no later than 14 days after we have been informed of your decision to withdraw. We will refund you using the same payment method you used for the original transaction, unless you explicitly agree otherwise; in any case, you will not be charged any fees for such a refund. We may wait with the refund until we have received the goods back or you have proven that you have sent the goods, whichever is earlier.

You must send back or hand over the goods to us without delay and in any event no later than 14 days after the day you notify us of the withdrawal. The deadline is met if you send the goods before the 14-day period has expired.
The direct costs of returning the goods are your responsibility. If your order was worth €100 or more at the time of purchase, you did not pay shipping costs.

Please note that when you return items and the final order amount falls below €100, the initial shipping costs (€6.50) will be deducted from the credited amount.

You are only liable for any diminished value of the goods resulting from handling that goes beyond what is necessary to establish the nature, characteristics, and functioning of the goods. Also, goods without labels and packaging materials are considered used and cannot be sold as new, which affects their return.

Items showing signs of use, dirt (including smoke odor), damage, or wear and tear CANNOT be exchanged or returned.

Exclusions from the right of withdrawal include transactions regarding:

• Customized products according to the consumer's specifications that are not prefabricated and are made based on the consumer's individual choices or decisions, or that are clearly intended for a specific person;
• Perishable products or those with a limited shelf life;
• Products that are not suitable for return for health protection or hygiene reasons, where the seal has been broken after delivery (e.g., first aid materials, underwear, socks, and personal care products);
• Products that, by their nature, have been irrevocably mixed with other goods after delivery;
• Electronics, audio and video recordings, and computer software where the seal has been broken after delivery;
• Exchanged or redeemed gift checks or credit vouchers.

Yes, that is possible. If you purchased an item in our physical store, you can exchange or return it within 14 days. In case of a return, you will receive a credit note or discount code for the purchase amount.

Cash refunds or bank transfers are not provided for in-store purchases.

To ensure your return is processed as quickly as possible, please include the fully completed "Return Form" and a copy of your invoice. This helps prevent unnecessary communication delays and allows us to handle your return promptly.

Returns received without a fully completed return form will not be processed.

You can download the "Return Form" here or on the "RETURNS & WARRANTY" page.

Returns can ONLY be sent to the following address:
GearPoint | Siliciumweg 26 | 3812 SX Amersfoort.

Once you decide to return an item, we will process it as quickly as possible. As soon as your return, in new condition, arrives at us and includes the fully completed return form and a copy of the invoice, it will be processed promptly.

The maximum processing time for crediting your account and refunding your payment is 14 days. Of course, we will do our best to handle your return as quickly as possible after it arrives at GearPoint.

Yes, if you decide to return your entire order within the legally required 14-day period, we will also reimburse the shipping costs for the shipment from GearPoint to the address you provided. If you only wish to return part of your order, the original shipping costs for sending the initial order to you will not be refunded.

Please note: The costs you incur to return the product are your responsibility.

However, be aware that if you return items and the final order amount falls below the FREE shipping costs limit, we will deduct the costs from the amount credited to you.

Exchanging is always possible. However, please keep in mind that exchanging a product due to a wrong choice made by you will incur double shipping costs (once to return the product to us and once to have the new/another product delivered).

Items showing signs of use CANNOT be exchanged or returned.

Excluded from the right of withdrawal are consumer purchases concerning the delivery of:

• Customized products according to the consumer's specifications, which are not pre-fabricated and are made based on the individual choice or decision of the consumer, or that are clearly intended for a specific person;
• Perishable products or those with a limited shelf life;
• Products that are not suitable for return for health protection or hygiene reasons, where the seal has been broken after delivery. This includes first aid materials, underwear, socks, and personal care products;
• Products that, by their nature, have been irrevocably mixed with other items after delivery;
• Electronics, audio and video recordings, and computer software where the seal has been broken after delivery;
• Redeemed or filled value checks or credit vouchers.

You can simply exchange the garment, provided it is in its original, undamaged packaging and with labels attached. However, please note that if the product is in perfect condition (no defect) but, for example, the wrong size was ordered, additional shipping costs will apply. You will be charged double shipping costs (once to return the product to us and once to receive the new/another product).

We also recommend consulting the size chart and carefully checking your measurements. If there is no size chart available for the item, feel free to contact us. Of course, trying on the product is always the best way to ensure the perfect fit.

Please note: A size chart is never a guarantee that the item will fit perfectly in terms of size, as factors like body shape, foot form, etc., can vary considerably. Trying on the item is the only way to be 100% sure about the size and fit.

If you have ordered the wrong product, you should be aware that you will be responsible for the full costs of returning the package to GearPoint, as well as €6.50 for reshipping the correct product if you wish to receive a replacement. This only applies within the Netherlands and Belgium; different rates apply for other countries.

GearPoint is not responsible for your choices (e.g., size/color) regarding your purchase.

To process your exchange as quickly as possible, please include the fully completed "Return Form" and a copy of your invoice. This helps prevent delays and allows us to handle your exchange promptly. You can download the "Return Form" here.

Returns received without a fully completed form will not be processed.

Returns can ONLY be sent to the following address:
GearPoint | Siliciumweg 26 | 3812 SX Amersfoort.

Avoid exchanging a wrongly ordered item by double-checking the size before purchasing. Always consult the size chart and measure your own measurements.

If you're unsure about the correct size or cannot find a size chart for a specific product, feel free to contact us. We’ll be happy to help you.

Yes, products on sale with us can be exchanged just like regular products, unless it is explicitly stated that exchange and/or return are not possible for that item.

Sale products are items that are being phased out and will not be restocked. For these products, the principle applies: while supplies last.

Items showing signs of use CANNOT be exchanged or returned.

NO, discounts or promotions are never applicable to items that are already discounted.

Although we do our best to serve you as well as possible, it may happen that you are dissatisfied about a certain matter. We believe it is important that you are satisfied and we take your opinion very seriously. Therefore, we kindly ask you to ALWAYS contact us first to let us know. We will always engage in a conversation with you to resolve the issue together.

If you have had a negative experience with our service, we would like to hear about it. You can send your complaints by email to: [email protected].

To initiate your warranty claim as quickly as possible, we kindly ask you to contact us via [email protected] or visit our store. Please clearly describe the defect or damage and include clear photos of the issue when reporting it by email. We will then forward all the information to the manufacturer for assessment.

If you visit our store with a defective or damaged product, we will take photos and forward them, along with a description of the issue, to the manufacturer for evaluation.

As soon as we receive a response from the manufacturer regarding your claim (usually within one week after submission), we will contact you to proceed with the follow-up. Depending on the manufacturer’s assessment, a replacement item/pair or another suitable solution will be offered.

GearPoint applies the warranty period specified by the manufacturer for all products. In most cases, this is 1 or 2 years. If you have any questions about warranty, please contact us at 033 7200 999 or [email protected].

The warranty on all items at GearPoint is based on a “Carry-In” policy. This means you can bring the item to us in order to make a warranty claim, as we will need to inspect the item. In some cases, we may need to send the item to the manufacturer for further handling. Of course, GearPoint will always remain your point of contact and will ensure an appropriate solution is provided.

If you are unable or unwilling to bring the item to GearPoint in person, you may choose to ship it to us. However, please note that the shipping costs will be at your own expense.

Carry-in warranty is a type of warranty. When you purchase something online or in a physical store, you always receive a warranty period, sometimes also referred to as a manufacturer's warranty. If the product is defective, you can take it personally to the store where you bought it or send it to the company.

The costs for sending your defective product are at your own expense.
The costs for returning the repaired or replaced product(s) to you (within the Netherlands and Belgium) are covered by GearPoint.

All our items are covered by warranty in case of defect. However, the warranty depends on the brand/product. If you have purchased something from GearPoint and want to claim the warranty, please always contact us first.

The warranty on all items at GearPoint is based on a "Carry-In" warranty. This means you can drop off the item at our location, and we will send it to the respective manufacturer for warranty service. If you prefer not or are unable to drop off the item at GearPoint, you can choose to send it to us yourself. Please note that this is at your own expense.

After repair or replacement, you can pick up the item in our store or choose to have it shipped back to you. The costs for shipping it back to you are covered by GearPoint.

Upon receiving your complaint, we will review your claim or warranty request thoroughly. You will always receive a response within a few days. Afterwards, we will contact you as soon as possible to find a suitable solution.

We always recommend washing your new down jacket with a down-specific detergent before first use. This helps prevent feathers from escaping. If you do not do this, there is a chance that the jacket will lose many feathers during wear.

In addition to washing before the first use, we also advise washing your down jacket every 3 to 4 months with a down detergent. This maintains the down's insulation properties and ensures it stays warm. The recommended temperature for washing and drying is 30 degrees Celsius.

A highly recommended down wash is Grangers Down 2 in 1 Wash & Repel.