Frequently Asked Questions - Amber Orthotics
Are you not able to find the answer to your question? Do not hesitate to contact our Amber Orthotics customer service. We would love to help you! You could send an email to info@amberorthotics.com or give us a call at: +31 53 4302 836 (08.00-17.00 CET)
Ordering process
It’s very simple! Place the desired orthosis in your shopping cart and press ‘Checkout’. Enter your personal and address details and press ‘Place order’ and pay. When all this has been successful, you will receive a confirmation email with the next steps. You must provide two photos so that we can produce a perfectly tailored orthosis for you. After you have done this, your orthosis will be shipped within 10 working days.
After your order you will automatically receive a confirmation email from us. It may be that it ends up in the spam box, so don’t forget to check it. If you have not received a confirmation email within two hours, please email us at info@amberorthotics.com. We will then help you as soon as possible.
We try to process and ship orders as soon as possible. As a result, we cannot guarantee we can make any changes to your order. If you want to change something, please let us know as soon as possible (preferably via phone) or send us an email to info@amberorthotics.com with “URGENT” in the subject, to get the best chances of us reading your email before your order is shipped.
We try to process and ship orders as soon as possible. As a result, we cannot guarantee we can make any changes to your order. If you want to change something, please let us know as soon as possible (preferable via phone) or send us an email to info@amberorthotics.com with “URGENT” in the email subject, to get the best chances of us reading your email before your order is shipped.
Every person is unique. That is why we custom-make each orthosis. To achieve this, we need photos from you. This way we can make a tailored brace that precisely fits your body.
Depending on the country you are ordering from, price will be calculated with or without VAT or import taxes. For countries within the EU, the VAT is included in the price displayed on the website. For countries outside of the EU, the import taxes will be charged acording to the country’s Import Regulations.
Unfortunately not. Our website is aimed at consumers, and therefore not set up for intra-community sales.
Shipping & Delivery
At Amber we strive to ship all orders within 10 working days. After we have delivered the package to the parcel service, we depend on their delivery speed. Orders to Dutch addresses are estimated to be received within 3-4 days. For orders within Europe, this will be around 3-7 working days. For orders outside Europe, around 14 days.
If all the steps are completed and we have successfully received your pictures for the production process, your order will be shipped within 3-4 working days.Â
Amber uses various parcel services to ensure that the package is delivered to you as quickly as possible.
Shipping costs will be charged at checkout. These costs differ per country. For packages within the Netherlands, the costs will be €6.75.
If you are in a country within the EU, there will be no import taxes or duty fees for your order. If you are in a non-EU country, the answer to this question will depend on the import laws in your country. As it is impossible for us to list the import laws and regulations for all countries, we expect that our customers are aware of the situation in their own country. For more information, please refer to your countries customs or other relevant authorities.
Yes, when we ship the package you will receive a Track & Trace code. As long as you can track the shipment of the package, you know when you can receive the orthosis!
Sorry to hear that there are missing items. Contact us by filling out this form. We will try to help you as soon as possible!
Payment
We accept various international payment methods such as: iDeal, Mastercard, Maestro, Visa, Bancontact, Afterpay, SOFORT and PayPal.
Unfortunately, as our products are custom made, it is not possible to pay afterwards.
Unfortunately, it is not possible to pay in installments.
Apart from the logical reasons (insufficient funds, or wrongly entered credit card details) we sometimes see that credit card providers decline payments because they think the payment is out of your normal spending pattern. Usually it will suffice to give them a call, explain that you really do want to make the transaction and they will give you the green light to try again.
If you experience any problems with the payment, please contact our customer service at info@amberorthotics.com or by calling +31 53 4302 836 (08.00-17.00 CET)
Amber Orthotics has an extremely safe and secure shopping environment. The Amber website also has an SSL certificate. This internationally recognised security method ensures that every transaction is secured.
Warranty
The warranty period is one year.
The warranty period starts on the day you receive the product.
If the product breaks due to a production or material defect, you may return the product for repair or replacement. We will do our best to replace or repair the product quickly. If something breaks due to misuse or maintenance, this is not covered by the warranty.
We try to make that as easy as possible for you. Fill in the contact form, indicate your order number and what the problem is. We will then help you as soon as possible.
First of all, we are very sorry to hear you have received a broken product! Please contact our customer support (preferably with some pictures of the damage) at info@amberorthotics.com and we will take care of it!
For all the products we sell, the full manufacturer’s warranty applies. If your product is damaged and can be easily fixed, we usually go that route because it’s the fastest solution. If that is not possible, we will need the product back here for a repair or replacement. We will take care of the shipping costs involved in getting your product back here, and back to you again after repair. Please contact our customer service at info@amberorthotics.com to file a warranty claim and we will take care of it!
All products in our range are covered by the full manufacturer’s warranty. Of course we will help you to solve the problem, either by repairing or replacing the defective product. Please contact our customer service, they will handle your warranty claim for you.
Returns
How unfortunate that you are dissatisfied with the product! Of course, we want you to be happy with the product, so you can return it if it doesn’t meet your expectations. You may do so within 2 weeks (upon receiving the product). When the product is returned, all parts that we have sent to you must be returned as well. If parts are missing, we will deduct this from the amount we refund.
After 2 weeks you can no longer return it but you can send the brace back for alterations at any point. You can also send the brace for a repair.
First of all, we are very sorry to hear you have received a broken product! Please contact our customer support (preferably with some pictures of the damage) at info@amberorthotics.com and we will take care of it!
First, make sure you have filled out the form on the website requesting a return or you have contacted us by email. Include your order number. Otherwise, we will not be able to process your return.
Amber Orthotics Returns – Twekkeler Es 24 – 7547 SM Enschede, The Netherlands.
We will try to process your return as soon as possible when we have received it in our warehouse. Please note that legally speaking we have 14 days to process a return, but in most cases, we are able to process them within a few days.
Once we have received the package and confirmed the product, we will refund the money within 10 working days.
Account
You do not need an account to place an order at Amber Orthotics. If you want to stay informed about the latest developments, we recommend creating an account.
You will be notified about our new monthly promotions and developments. You can also easily find an overview of all your placed orders in your account.
Yes, you can! If you want to delete your account, please contact our customer service.
