Order & Delivery Policy

Last updated: 14 September 2026

On this page you will find information about how Bigroon processes, ships and delivers orders. This policy applies to consumer orders placed through www.bigroon.com.

1. Order processing

We aim to process each order within 24 hours. Orders placed during weekends or public holidays may be processed on the next business day. An order confirmation confirms that we have received your order; it does not necessarily mean that the parcel has already been dispatched.

2. Direct fulfilment from our suppliers

To keep our prices competitive, products may be shipped directly from our suppliers or fulfilment partners. This helps us reduce unnecessary transport, storage, packaging and handling costs. Bigroon remains your seller and point of contact for the order, regardless of which fulfilment partner dispatches the parcel.

If your order contains several items, they may be sent in separate parcels and may have different tracking numbers or delivery dates. You will not be charged additional shipping costs solely because we split an order into multiple parcels.

3. Estimated delivery times

After processing and dispatch, the average delivery times are:

• Netherlands: 7–14 business days
• Belgium: 7–10 business days
• Germany: 10–25 business days
• United Kingdom: 10–25 business days
• France, Austria and other destinations: shipping availability and the applicable delivery information are shown at checkout. Where delivery is available and no different estimate is stated, please allow approximately 10–25 business days.

Business days do not include weekends or public holidays. Delivery times are estimates unless a specific binding delivery date or period has expressly been agreed. Peak periods, carrier disruptions, customs procedures, severe weather or other circumstances outside the normal delivery process can affect transit times. These circumstances do not limit any mandatory rights you may have in the event of late delivery.

4. Shipping costs and free shipping

The shipping options and charges that apply to your destination are displayed at checkout before you place your order.

• Netherlands, Belgium and Germany: free tracked shipping on orders of €39 or more.
• United Kingdom: free tracked shipping on orders of £33 or more.
• France, Austria and other destinations: current shipping availability, charges and any free-shipping threshold are shown at checkout.

Where an order does not meet the applicable free-shipping threshold, the shipping charge shown at checkout applies.

5. Track & Trace

Once your order has been dispatched and tracking has been created, you can follow it through our Track & Trace service or the tracking link in your shipping confirmation. Tracking information usually becomes active within approximately 2–3 days. A delay in the first tracking scan does not necessarily mean that the parcel has not been shipped.

6. Delivery address and receiving your parcel

Please check your delivery address carefully before placing your order. If you notice an error, contact us as soon as possible. We will try to correct the address before dispatch, but we cannot guarantee that changes are still possible once an order has entered the fulfilment process.

If a parcel is returned because an address was incomplete or incorrect, or because it was not collected after the carrier made it available for collection, we will contact you about the available options. Any additional reshipping cost will only be charged where permitted by applicable law and where the circumstances justify it.

7. Delayed delivery and your statutory rights

Our estimated delivery times do not reduce your statutory consumer rights. Where mandatory law provides a delivery deadline or a remedy for late delivery, that law applies.

For consumers in the European Union or European Economic Area, if no different delivery period has been agreed, applicable consumer law generally requires delivery within 30 days. If delivery is late, you may have the right to request delivery within an additional reasonable period and, if delivery still does not take place, to cancel the contract and receive a refund. In certain situations, such as where the seller refuses to deliver or where delivery by an agreed date was essential, an additional period may not be required.

For consumers in the United Kingdom, where no different period has been agreed, the law generally requires delivery without undue delay and within 30 days. Depending on the circumstances, you may be entitled to set an additional reasonable deadline or to treat the contract as ended where timely delivery was essential or the trader refuses to deliver.

8. Lost or damaged parcels

If your parcel appears to be lost in transit or arrives damaged, contact us as soon as reasonably possible via info@bigroon.com or our contact page. We will investigate the matter with the carrier or fulfilment partner and arrange the appropriate solution in accordance with applicable law.

Where Bigroon arranges the carrier, responsibility for the goods in transit remains with Bigroon until the goods are physically received by you or by a person you have designated to receive them, to the extent required by applicable consumer law.

9. Questions about your order?

If you have a question about your order, we recommend checking our frequently asked questions first. If your question is not answered there, contact us here or email info@bigroon.com.

Our customer service team aims to reply within 24 hours on business days.

10. Contact details

OosterHard Commerce, trading as Bigroon
Torenlaan 5B
1402 AT Bussum
The Netherlands
Email: info@bigroon.com
Chamber of Commerce (KvK): 97065749
VAT identification number: NL005246621B84