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TIMARCO   ·   WE ARE UNDERWEAR & MORE!

Customer Service

FAQ

  • Conditions

    Timarco's General Terms and Conditions

    Application and Consumer Protection

    These General Terms (the "Terms") apply to the purchase agreement that you as a consumer enter into with Timarco Sweden AB , corporate identity number 556401-7464, hereinafter referred to as "Timarco".

    Personal data

    Read more about our processing of personal data in our Privacy Policy. In conjunction with your order, you agree that we store and use your information in our business to complete and provide the service you would expect from us. All personal data processing takes place in accordance with the data protection regulation GDPR. Personal data controller is Timarco Sweden AB (reg. No. 556401-7464) Timarco's customer register contains personal information such as name, social security number, postal address, telephone number, e-mail address and IP number. The purpose of Timarco's processing of collected personal data is to use these in order to: Be able to complete purchases at Timarco. Enable targeted marketing by email, SMS and other channels based on your previous purchases or use of Timarco’s channels. PayPal will collect personal information about you in connection with your payment. PayPal is the data controller for this personal data. Timarco will share your personal information to the shipping companies that is necessary to complete and deliver an order. If an order is made for an item that is sent directly from the supplier, Timarco will send them the information necessary to complete and fulfil an order from the supplier. When you use Chat and / or FAQ, our system can handle and store personal data such as phone number, first and last name, address, e-mail, IP-number. This is information that you provide to be able to log and save history from previous chats. When you as a customer choose to email Timarco, your e-mail address and e-mail history will be saved to make it possible to follow up on and reply to a case. No data will be sold to third parties or forwarded to a third country.

    General information about personal data processing

    All processing of personal data takes place according to the data protection regulation. Timarco AB is responsible for this treatment. We only save personal data when necessary, then it is deleted. If the data is incomplete, incorrect or irrelevant, you have the right to request that it is corrected or deleted. You also have the right to claim damages if the processing of your personal data has not been carried out according to the law. You can request to see the information we have registered about you. To request registry extracts or correction of data, send a written signed request to support@timarco.eu

    Prices and Fees

    The prices stated on www.timarco.eu are stated including VAT (VAT). Prices include free shipping, unless otherwise stated. If you place an order and live outside the EU, you the customer is responsible for paying any VAT and customs tax in your own country. You are also responsible for your order going through customs.If your parcel is stopped or delayed at customs, Timarco unfortunately cannot do anything about this as we have no influence on customs procedure.

    Preparation of purchase agreement

    The customer orders Timarco's goods at www.timarco.eu or via our customer service. A purchase agreement is made when your order has been confirmed by Timarco via e-mail to the e-mail address you specified when ordering. When ordering you accept these Terms. Timarco does not enter into agreements with minors (under 18 years of age) without legal consent.

    Timarco uses the following shipping options:

    • Packages: the goods are shipped with UPS or other depending of destination.
    • You will receive a confirmation email to the email address you have specified when the goods are dispatched from Timarco's warehouse.

    Unclaimed Packages / Shipments

    If you do not pick the package up within the specified time or rearrange delivery, the package will be returned to Timarco and we will have to charge a 20 EUR fee for handling the uncollected shipment.

    Return Policy

    The consumer always has fourteen (14) days of right of withdrawal according to the Act on distance contracts and agreements outside of business premises. In order for you to feel completely safe with your purchase, Timarco instead offers the entire sixty (60) days right of withdrawal from the time you receive the goods or a substantial part of the delivery. As a customer you have the right to try on and examine the product at home to ensure that the product meets your expectations. If you return an unused item with labels and packaging within 60 days, the entire amount will be refunded, or the goods exchanged to alternatives of your choice, pending availability. If the quality of the product has been affected as a result of the customer having handled it more than is necessary to examine its properties or functions, the repayment corresponding to the value of the goods will be deducted from the refund. If you order from Timarco and live in a country outside the EU, you the customer are liable for any extra fees that may be added when you return an item to us; for example customs duty or higher than regular domestic return fees. This policy applies to all returns for whatever reason.

    Complaint

    If a product deviates from the agreement between you and Timarco or does not correspond to the description of the goods provided by Timarco, the goods can be returned. Only original defects are covered by the warranty, for example, the warranty does not include faults caused by normal wear and tear. Complaints to Timarco must be made within a reasonable time after the fault has been discovered, however, no later than 3 years. Timarco reserves the right to remedy the defect in the first instance, secondly delivery of the goods and ultimately the repurchase. If you want to return a damaged item, contact us at support@timarco.eu. If you order from Timarco and live in a country outside the EU, you the customer are liable for any extra fees that may be added when you return an item to us; for example customs duty or higher than regular domestic return fees. This policy applies to all returns for whatever reason.

    Returns

    When you return goods you are liable for the quality of the goods when we receive them, so it is important that the goods are not damaged during transport. In order for a full refund to be made, the goods must be unused and returned in undamaged original packaging with all labels and tags intact. It is important that you package the item properly in outer packaging and that tape or other material is not stuck onto the original packaging. When buying hygiene items and underwear, the seal must not be broken; goods with broken seal cannot be returned. After we have received and processed the return, the refund will be made within fourteen (14) days. Refunds are made to the original method of payment, not by cash. Costs for services related to delivery such as postal deposit fee are not refunded on a return. To return an item, you need to be able to prove your purchase and Timarco recommends that you save your order confirmation and payment reference as a receipt for your purchase. For information or assistance in making a return, contact Timarco's customer service.

    Return of promotional items

    For purchases that qualify for an extra discount, the value of the extra discount is regarded as a general discount on the entire amount at the time of purchase. If any part of the purchase is changed and / or returned, returned goods are valued at the purchase price minus their relative share of the general discount. In the case of exchange, the original basis for discount is not recalculated. Promotional discount offers are only available for new purchases via the trading venue www.timarco.eu and cannot be obtained retroactively. Discounts cannot be transferred to another purchase and cannot be credited when changing to another item.

    Transport damage

    Timarco is responsible for goods that are damaged or lost during delivery to you. Complaints about transport damage must be made within a reasonable time. Upon receipt of the shipment, it is therefore important to check that the goods are not damaged by transport. You must report any transport damage directly on site to the delivery company getting proof of the complaint/damage and then contact Timarco's customer service. Remember to keep all packaging and product packaging if transport damage occurs.

    Force majeure

    In the event of circumstances beyond Timarco's reasonable control, for example, in the case of amended legislation, governmental action, strike, blockade, sabotage, war, terrorism, fire, flood, natural disaster, pandemic or similar events, Timarco's obligation to fulfil the purchase agreement will be deferred as long as the circumstance prevails. If a delay exceeds 2 months, you as well as Timarco have the right to cancel the agreement with immediate effect without any obligation to pay damages.

    Price and Product information

    In the event of any errors in stock status or price, Timarco reserves the right to cancel a purchase agreement. If the product has expired or for any other reason is not available, Timarco is not obliged to provide the product, but may propose an alternative item. Images cannot be guaranteed to reproduce the exact appearance and nature of the product.

    Other

    We follow the European Commission Online Dispute Resolution (EU ODR) recommendations in the event of a dispute. Any dispute shall be resolved by the European Commission Online Dispute Resolution (EU ODR). EU ODR: https://ec.europa.eu/odr For questions regarding the meaning of these Terms or procedures in case of withdrawal, complaints, transport damages or anything else, contact Timarco's customer service. Contact information for customer service can be found at www.timarco.eu.

  • Delivery Time

    Delivery usually takes 3-10 days (EU deliveries). If the item you have ordered is out of stock we will let you know an estimated delivery time, you have the option to cancel your order at this point if this is not deemed satisfactory. Any extra costs which may arise if we need to send your order in two or more separate deliveries will be borne by us.

  • Payment Method

    We have a secure online payment system by credit or debit card.

    Attention, your payment method can determine the delivery time. We must have received payment from you before we can send out your order. You have the possibility to cancel your order and get a refund if the order has not already been dispatched.

  • Money Back Guarantee

    You have the right to return your order within 60 days and get a refund if you are not satisfied with your order. You will get a refund for the value of the items returned, this does not include underwear which cannot be exchanged or returned for hygiene reasons unless you have requested a hygienic seal. Please note that bras may be returned.

  • If you want to exchange an item

    If you wish to exchange a used item, please contact us first at info@timarco.eu. The conditions are that the item must be undamaged, in a saleable condition, in the original packaging, and in a condition that you would accept it yourself as a new item. We will be able to exchange your item more quickly if you include the packing note sent with your order and fill in the details on the reverse side.

Exchange & returns

  • If you want a refund

    You have the right to a full refund within 60 days. You will receive a refund of the value of your order, excluding underwear which cannot be returned or exchanged for hygienic reasons, except bras.

  • If there is something wrong with an item

    If there is an error with your order which is our mistake we will of course pay the return delivery cost even if an exchange is not required, the packaging and delivery charge will also be refunded to you ( If you order from Timarco and live in a country outside the EU, you the customer are liable for any extra fees that may be added when you return an item to us; for example customs duty or higher than regular domestic return fees. This policy applies to all returns for whatever reason). Please contact us before returning any items at info@timarco.eu. If you have ordered several items and you are not returning all of them we will not be able to refund the packaging and delivery charge. (This is because the charge is the same, independent of how many items you have ordered.)

  • Regarding all returns

    Pack any items to be returned well and send them as a normal letter or parcel dependent on the size. It makes it easier for us to handle your return or exchange if you send the original packing note with the items and fill in the details on the back. Please include your daytime telephone number and email address and bank account number and sort code if a refund is required.

  • If an item has been damaged in transit

    We will always answer to any damages which occur during transport but you must report any damages to your local post office or freight company upon receiving the delivery. For any returns which are sent back to us you are responsible for the transport risk.

  • Unclaimed parcels

    For any unclaimed parcels the customer will be debited £15 for the return postal costs, expedition charges and handling fees. For deliveries outside EU all customs fees will be added.

Shipping & delivery

  • Delivery Time

    Delivery usually takes 3-10 days (EU). If the item you have ordered is out of stock we will let you know an estimated delivery time, you have the option to cancel your order at this point if this is not deemed satisfactory. Any extra costs which may arise if we need to send your order in two or more separate deliveries will be borne by us.

Payment method

  • Payment Method

    We have a secure online payment system by credit or debit card.

    Attention, your payment method can determine the delivery time. We must have received payment from you before we can send out your order. You have the possibility to cancel your order and get a refund if the order has not already been dispatched.

Contact us

You can reach our Customer Service at support@timarco.eu. Our Customer Service is manned monday to friday 9am - 5pm. The address for letters and parcels is:

Timarco
Box 20041
161 02 Bromma
Sweden


Customer satisfaction is the most important thing for us
Your feedback is really valuable to us and so please contact us if you have any comments or any problems support@timarco.eu.

We offer Online Dispute Resolution (ODR) in connection with our offering/services to Consumers as required under the EU Regulation 524/2013 (see details at http://ec.europa.eu/consumers/solving_consumer_disputes/non-judicial_redress/adr-odr/index_en.htm) . The ODR service can be accessed under http://ec.europa.eu/odr.