FAQ

Is your question not listed in these FAQs? Feel free to contact our helpdesk via shop_marathonrotterdam_nl@golazo.com

Have you already placed an order?
Don’t forget to include your order number so we can assist you even faster!

Orders

How can I place an order?

Select the desired item, choose the size or other specifications, add it to your shopping cart, and follow the checkout process.

Where can I find my order number?

You can find your order number in the confirmation email.

I can't find my confirmation email.

If you have not received a confirmation email, first check your spam or junk mail folder. If you still can't find it, please contact our helpdesk. Provide us with the email address and full name used to place the order.

Can I change or cancel my order?

Orders can be changed or canceled within 24 hours of placement. Please contact our helpdesk for this.
Posters can be canceled until the deadline of the respective wave expires. Check the product description of the poster to find the deadline.

How long does it take to receive my refund?

After receiving and approving the return according to the return conditions, the purchase amount will be refunded to your account within 7 working days.
You will receive a confirmation email once your return has been processed.

Shipping

Can I track my order?

Yes, after shipment you will receive a track & trace code to track your order. If you have not received a track & trace code within 5 working days after placing your order, please contact the helpdesk. Be sure to mention your order number.

Where is my order?

After placing your order, you will receive a confirmation email containing your order number. Provided all items are in stock, an order is prepared and shipped on the next working day. The delivery time is usually 2-3 working days.

Note: If you order one or more items in addition to a poster, all items will be delivered only when your poster is produced. If you prefer to receive the other items earlier, it is best to place two separate orders. Check the product description of the poster to find out when you will receive it.

My order is damaged or incorrect

We are sorry that something went wrong during shipping. To ensure we can resolve the issue as quickly and effectively as possible, please follow these steps:

1) Take photos of the package and the damaged contents.
2) Report the damage* to the helpdesk. You have 5 calendar days to do this, starting from the day of delivery (day 0).
3) Attach the photos you took, clearly showing the damage. Be sure to mention your order number.

*If the damage concerns a poster, be sure to mention the name of the runner for whom the poster was ordered.

Payment

What payment methods do you accept?

Payments are processed through Mollie. Mollie currently supports Visa, Mastercard, American Express, Bancontact, and CartaSi.

Are prices inclusive of VAT?

Yes, all prices on the website include VAT.

Returns and Exchanges

Can I return or exchange my order?

Yes, you can return or exchange your order* by following the steps in our return policy.
*Posters cannot be returned or exchanged.

Are there costs associated with returns?

Unfortunately, return costs are at your own expense.

Authenticity

Are the items officially licensed?

Our items are officially licensed by the marathon organization and are 100% authentic. Please note that the organization and the webshop are two separate entities. For organizational questions, we kindly refer you to the general website.