Question 1

How do I place an order with Eagle Extend®?

Accepted Answer

You place an order by adding the desired products to your basket and clicking "Checkout." Then, enter your address and contact information, choose a payment method, and confirm the order. Once the payment is successful, you'll automatically receive an order confirmation email.

Question 2

Do I need an account to order?

Accepted Answer

No, you can also check out as a guest without an account. However, with an account, it is easier to find your order(s), track the status, and reorder faster.

Question 3

How do I create an account?

Accepted Answer

Click on the person / login icon at the top right and choose 'Create account'. Enter your name, email address, and a secure password. After confirmation, you can log in immediately and view your orders.

Question 4

I forgot my password, what now?

Accepted Answer

Use the "Forgot password" link at the login screen; we will send you a reset link immediately.

Question 5

Can I still change my order after placing it?

Accepted Answer

We usually process orders received before 4pm (CET) straight away. Therefore, changing them afterwards is often difficult. Please contact us by phone as soon as possible – we will then see if the order can still be adjusted before it is dispatched.

Question 6

Can I cancel my order?

Accepted Answer

Cancellation is possible as long as your order has not yet been scanned and handed over to DPD or UPS. Therefore, contact us immediately. If the parcel is already on its way, you can return it to us within the return period after receipt.

Question 7

Will I receive a confirmation of my order?

Accepted Answer

Yes, immediately after a successful payment, we automatically send an order confirmation to the email address you provided. In this email, you will find an overview of your order, the delivery address, and the order number.

Question 8

I have not received a confirmation email, what now?

Accepted Answer

Check your spam folder. Received nothing? Please contact us, there might be a typo in your email address.

Question 9

Are prices inclusive of VAT?

Accepted Answer

Yes, all prices you see on our website include VAT. In your invoice, the VAT is also specified separately, so that you as a business customer can process this in your accounting if necessary.

Question 10

Can I order for business (B2B)?

Accepted Answer

Yes, you can also order as a business customer. Enter your company name and VAT number at checkout, and this will be properly stated on the invoice. This way you can easily process the purchase in your accounts.

Question 11

Will I receive a VAT invoice?

Accepted Answer

Yes, after your order you will automatically receive a PDF invoice by email. This invoice contains all the information you need, such as the VAT amount, company name (if filled in), and order number.

Question 12

Are discount codes available?

Accepted Answer

Regularly we have promotions and discount codes. Sign up for our newsletter to be the first to know about offers and promotions from Eagle Extend®.

Question 13

How do I redeem a discount code?

Accepted Answer

In your basket or at checkout, you will see a field 'Discount code'. Enter your code here and click 'Apply'. The discount will be directly deducted from the total amount. Always check if the code has been entered correctly.

Question 14

Does the discount code also work on discounted items?

Accepted Answer

That depends on the promotion terms. In most cases, discounts are not stacked and therefore do not apply to already discounted products. You will always find the exact conditions with the promotion or in the newsletter.

Question 15

Is it safe to pay online?

Accepted Answer

Yes, you pay with us via a secure SSL connection and reputable payment providers. Your payment details are sent encrypted, and we never see your card details ourselves.

Question 16

Do you store my credit card details?

Accepted Answer

No, we do not store credit card details in our systems. All payments go through the secure environment of the payment provider, which processes and secures the data according to current standards.

Question 17

What if a product is out of stock?

Accepted Answer

If a product is out of stock, it is clearly stated on the product page. Often you can sign up for a 'back in stock' notification, so you will be automatically notified as soon as the item is back in stock.

Question 18

Can I place a pre-order?

Accepted Answer

If a pre-order is possible, this is clearly indicated with the product. In that case, you can already order and we will reserve your copy; the expected delivery date is shown in the product information.

Question 19

Is there a minimum order value?

Accepted Answer

No, you can also place small orders. Please keep in mind that we charge for delivery on orders under €50. On orders over €50, delivery is free.

Question 20

Which payment methods do you accept?

Accepted Answer

The payment methods on offer depend on your country. On eagleextend.com you can pay by card (Visa/Mastercard), PayPal or Klarna, among others. All the methods available to you are shown at checkout, so you can always pay safely and easily.

Question 21

Can I pay later?

Accepted Answer

Yes, you can pay later with Klarna: you receive your order first and pay afterwards within 14 or 30 days.

Question 22

Can I pay with Bancontact (Belgium)?

Accepted Answer

Yes, Bancontact is fully available and is used by many Belgian customers due to its reliability and simplicity.

Question 23

Are there extra costs associated with payment methods?

Accepted Answer

No, we do not charge extra transaction fees; you only pay the amount you see at checkout.

Question 24

My payment failed, what now?

Accepted Answer

Try the payment again or choose a different payment method. Does the problem persist? Please contact us so we can help you immediately.

Question 25

How does paying with Klarna work?

Accepted Answer

At checkout, choose Klarna. We dispatch your order and you pay later within the payment term indicated by Klarna.

Question 26

Where can I find my invoice?

Accepted Answer

You will find your invoice automatically in the confirmation email, but it is also always available in your account.

Question 27

Can the invoice be made out in a different name?

Accepted Answer

During the ordering process, you can easily enter a separate billing address and delivery address whenever necessary.

Question 28

Do you accept cash?

Accepted Answer

No, we are an online shop and cannot accept cash payments.

Question 29

Can I pay on delivery (COD)?

Accepted Answer

No, all orders must be paid in advance or via Klarna before they are dispatched.

Ordering and payment

Credit card

PayPal

Pay later with Klarna

Secure checkout

FAQs

Ordering & account

Payment & invoicing