Customer Care

Shipping

In-stock products ordered from www.acon24.com will ship within 24-48 business hours. Please note we do not deliver partial deliveries. If your order includes pre-order products, your whole order will be shipped once the pre-order products are in stock.

Shipping usually takes 2–7 business days with lighter packages and 3-10 business days for heavy shipments. Shipping times may vary depending on your location. Your shipment can be tracked online by the tracking number once it has left our warehouse. The shipping confirmation includes all necessary information on how to track the progress of your shipment. In most cases, large products come on the pallet and the customer is responsible of the proper disposal of the pallet. Lighter packages will be delivered to a pick-up point.

Additional costs may incur if you live on a small street/island/other special area. In such cases, the delivery company will need to transfer your order to a smaller truck for delivery or otherwise make special arrangements for delivery. If you know that large delivery trucks cannot reach your street (a problem in some cities and rural areas), you must let us know before placing your order so that we can inform the delivery company.

When the products ordered by the customer arrive at the delivery address, they are dropped off and the customer has to take them from there to their final location. The carrier is not obligated to take them inside, for example. In the case of big items that are heavy to handle, we recommend that the customer has assistance available at the time of delivery to move the items to their final location.

Delivery is during the business hours. If a transport company stores a package or tries to deliver an order without success, it may incur additional costs for the customer to pay. Also if customer chooses to delay the delivery, it will occur costs for customer to pay.

Please note there maybe additional delays during busy seasons, such as Black Friday and Christmas. National Holidays may also cause delays. Please note that while we strive to ensure timely deliveries, there may be circumstances beyond our control that affect shipment schedules. We are not responsible for delays caused by factors outside of our control, such as national strikes, transportation issues, or other unforeseen events.

Important UK shipping information

There will not be any additional import costs or tariffs for customers ordering to the UK. All costs associated with your order will be displayed at checkout.Shipments to the UK may experience longer than regular shipping times due to Brexit. Depending on the customs, shipping generally takes 5-10 business days for lighter packages and 11-18 business days for heavy shipments. We strive to dispatch orders as soon as possible, but new legislation and processes at customs may cause delays to deliveries. Every UK order will be processed in compliance with the current import regulations, which may delay the time of delivery to your address. We apologize for the possible inconveniences this may cause.

Shipping to regions within the EU

We ship to Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and the United Kingdom.

Shipping costs are determined by the weight of your order and destination. Shipping costs to countries within the EU follow the table below. Precise shipping costs for your order are updated in the checkout before making the payment.

Notice that orders to regions such as North America, Sweden, Finland, Germany and France can be done through their respective webstores: us.acon24.com, acon24.se, acon.fi, de.acon24.com and fr.acon24.com.

Shipping to regions outside the EU

We ship all around the globe, so no matter where you’re located, our products will always be available. This includes all products available online, as well as others – such as less common spare parts – which are only available by request.

ORDERING TO SWITZERLAND: For larger packages, we use DHL’s Freight-service. Containers going to Switzerland dispatch once a week - usually on Fridays - and therefore, our delivery times depend widely on when the order is placed. Generally, consignments take 5-14 business days to reach its destination. Delivery costs can be inquired from customer service. To order, please contact our EU Customer Support via email: customercare.eu@acon24.com. Be sure to share your address and phone number for the delivery, and let us know which products you’d be interested in ordering.

The payment of Switzerland orders is handled manually due to the VAT procedures. The payments for manually handled orders have to be made via bank transfer (PDF invoice, payment before delivery). As the products will be shipped to destinations outside the EU the invoice does not include VAT – you’ll be responsible for paying your local VAT and possible customs fees and taxes at import.

FOR NORWEGIAN CUSTOMERS: instead of contacting our EU customer support, please direct your messages to our Swedish customer support at customercare.se@acon24.com for further information.

SHIPPING TO LOCATIONS OUTSIDE EUROPE (not incl. Switzerland and Norway): To order our products to regions other than the EU, please contact our customer service. As such shipments require some extra attention in customs handling, we process these manually.

We will take care of everything; from dispatch to customs handling and delivery. These orders are processed “case-by-case”. What this means, is that we calculate the shipping costs for each specific destination individually. Depending on the location, your package may be shipped by DHL, UPS or PostNord.

The payments for manually handled orders have to be made via bank transfer (PDF invoice, payment before delivery). As the products will be shipped to destinations outside the EU the invoice does not include VAT – you’ll be responsible for paying your local VAT and possible customs fees and taxes at import. For orders shipped outside of Europe, customers are responsible for delivery costs associated with claim parts as well as return costs.

So, without further ado, take a stroll down the shopping avenues of www.acon24.com, and once you’ve made your pick, send us an email at customercare.eu@acon24.com to place the order. In order to proceed with ordering, we’ll be needing your full name, address, phone number and email. Do not hesitate to contact us if something remains unclear!

Receiving

Many of our products are heavy. Products are well packaged and are usually delivered without any damage to the content. However, if your shipment has - for some reason - suffered damage during transit, we would prefer that you accept the delivery of your shipment and contact us immediately (customercare.eu@acon24.com) with your concerns. This way we will be able to replace any damaged or missing parts as soon as possible. We will work with you in finding a solution to the situation.

Upon receiving of your product - before assembly and / or use - please make sure that shipment contains all the products and parts that you have ordered. To do this, you can compare the content of your shipment to the parts list in the assembly instructions. If any products or parts are missing, or if you received an incorrect item, please contact us immediately so we can address these issues promptly.