Terms of service

General

The following terms and conditions apply to all orders placed by the customer (hereinafter referred to as ”you”) with Achilles and the Tortoise, hereinafter referred to as “Achilles and the Tortoise”, “AATT”, ”us ” or ”we”, at the Achilles and the Tortoise website, mobile website, or telephone (jointly referred to as ”achillesxtortoise.com”).

Please make sure you have read and understood the Terms before placing your order. The inclusion of any products or services on achillesxtortoise.com at a particular time does not imply or warrant that these products or services will be available at any time. We reserve the right to discontinue any product at any time. We reserve the right to amend these Terms from time to time without prior notice to you.

The version of the Terms that will apply to your order will be those on achillesxtortoise.com at the time you place your order. AATT wants to provide the best possible online experience. To make this possible we need to ensure that our services run like clockwork. We reserve the right to immediately bar access to the site and close the account of any user who violates this provision or any other provision in these terms and conditions.

Prices and delivery charges

The prices displayed at achillesxtortoise.com include the statutory Value Added Tax but do not include duties, fees and import taxes upon delivery. This charge is determined by your local customs authority. Payment of these is necessary to release your order from customs. Rely on DPD to collect payment for your shipment at the time of delivery (C.O.D. option).

Ordering/conclusion of contract

The ordering options available to you are via achillesxtortoise.com. Once you have placed your order, if you have supplied us with your email address, you will receive an email confirmation. If for any reason we are unable to fulfill your order, we will let you know at the earliest opportunity.

If we have already received payment for such an order, we will attempt to refund the applicable amount using the same method used to make the payment. If, for any reason, alternative arrangements are necessary we will notify you and ask you to contact Achilles and the Tortoise Customer Service who will settle the refund.

Pre-order

AATT reserves the right to introduce special offers such as "pre-order" / "waiting list", under which the customer will be able to purchase goods from new collections, even before the date of launching the collection for regular sale.

By placing a pre-order you agree to be bound by these terms for pre-order of goods and the ordinary Terms and Conditions. When placing a pre-order your contact information must be accurate and kept updated. If we do not have accurate or updated contact information we will not be able to keep you informed of your pre-order.

When you place a pre-order you will need to pay the full price for the products ordered and any applicable delivery fees. Pre-ordered products will be shipped as soon as possible, subject to availability. Please note that launch dates and dates of availability of products are subject to change and we are not liable for any changes to such dates.

Delivery

AATT exercises the utmost diligence in accepting and processing orders and will endeavor to deliver your order in accordance with your selected delivery option. You will receive an email with your tracking number once your package has been shipped. Please check the number of boxes delivered and make sure the package is not damaged in any way. Any damage to the packaging and/or the product or any discrepancy between the number of boxes delivered should be immediately notified by indicating in writing on the courier's delivery documents.

Please note that once you have placed an order, it is no longer possible to modify your shipping address. All orders are processed automatically and we are unable to expedite or delay shipping times.

Duties & Taxes

All countries within the European Union are shipped on a DDP (Delivery Duty Paid) basis, meaning that taxes and duties are included in the final price.

Returns

You can return any item to us within 14 days of receiving your original order, including sale items. Remember that the goods must be unworn and unwashed with all the AATT tags attached. To be eligible for a refund, make sure the item(s) are returned in their original condition and with all tags attached. If they aren’t in the same condition as when you received it, we can’t accept the return. Shipping costs for returning items are non refundable.

Once your return is received and inspected, we will send you an email to notify you about the status of the return. If your return does not meet the conditions, the package will be sent back to you. If your return has been accepted, you will be refunded and will receive an email confirming this. Please allow 5 to 7 business days for your return to be processed.

*All custom or made-to-order orders cannot be refunded.

We do not accept exchanges on returned items, but you can send them back for a refund and then place a new order for the size, color or item you’d prefer. Please note - duties, taxes and the original shipping charges are non-refundable. As an international customer, you can return your parcel using any postal service.

Please note - you will need to cover the shipping costs yourself.If the item you have received is defective, please notify AATT promptly and return the item to the address as below. AATT will, for any products deemed defective, provide a new product or a full refund, including the costs of delivery. The return address:

Achilles and the Tortoise
Slotermeerlaan 21, 1064GZ Amsterdam, The Netherlands

The parcel remains your responsibility until it arrives to us - remember to ask for a sending receipt, so if your parcel goes missing in the mail, you’ll have proof you have sent it. When you return your order, please remember to put your returns note (which you can download here) in the parcel.

It can usually take up to 21 working days for your return to be delivered back to us in the Netherlands, depending on your location and which postal service you use. Once we receive your return we will make the refund via the original payment method within 5 to 7 business days.

Payment methods

You can pay for your goods in various ways as set out below.

Credit card or Payment card. You can enter your payment details at the time you place your order using a valid credit or payment card (with a VISA or Mastercard logo). The applicable amount will immediately be reserved on your credit/payment card but will not be debited until the goods are dispatched. Please note that applicable bank charges will be borne by you.
When paying by PayPal, the applicable amount will immediately be reserved on your PayPal account but will not be debited until the goods are dispatched from the warehouse. AATT reserves the right to deny any purchase. You will receive the legally required invoice in your parcel.

Our Liability

Our maximum liability to you for any loss or damage arising in connection with your order on achillesxtortoise.com shall be limited to the total price of your order.

Guarantee

If there are defects in the goods you have purchased, AATT abides by all statutory guarantee regulations. If you have a complaint regarding obvious material or manufacturing faults in goods that we have supplied, including damage incurred in transit, please let us know. If your item is eligible for return, you have 14 days from the date you received your order to follow the following steps:

Please write to us at info@achillesxtortoise.com why you wish to return the item(s). Make sure to write down the order number.
Write a returns note and add it to the return package. The returns note must contain the order number, item name, quantity, reason for returns and contact details.
Please return the goods by any secure transport/shipping courier to the following address:
Achilles and the Tortoise, Slotermeerlaan 21, 1064GZ Amsterdam, The Netherlands
Cover old address labels with the new returning shipping label
Securely seal your package.

To be eligible for a refund, make sure the item(s) are returned in their original condition and with all tags attached. If they aren’t in the same condition as when you received it, we can’t accept the return. Shipping costs for returning items are non refundable.

When you return your order, please remember to put your returns note in the parcel. Please allow 5 to 7 business days for your return to be processed.

Severance

If any part of these Terms is disallowed or found to be ineffective by any court or regulator, the other Terms shall continue to apply.

Ownership of rights

All intellectual property rights, such as trademarks and copyrights at achillesxtortoise.com remain with AATT. and its subsidiaries or licensors. Any use of achillesxtortoise.com or its contents, including copying or storing such content in whole or part, other than for your own personal, non-commercial use, is prohibited without the permission of AATT.