Here you can find an overview of the questions that we hear regularly. If you have any remaining questions after reading, don’t hesitate to contact us at customercare@senz.com.

Questions about senz°

What is senz⁶?

At senz°, we believe that an umbrella is more than a disposable product: it’s a statement. We mastered the technology… Time to add some extra style. With senz⁶, we have done just that – combining the technology of the original senz° storm umbrellas with exclusive designs by fashion and textile designers. Available online and at selected stores.

Where can I buy senz°?

While you can always purchase your senz° from our web store, we can imagine that you would like to see them up close and experience the feeling first hand before making the decision. We sell our products in many countries all over the world. To find the closest store near you please check our store locator or contact the distributor in your country for more information.

Can you check which stores stock a particular model?

Unfortunately, we don’t hold all the stock information for our retailers. The main reason being, we just don’t know at what moment a store makes a sale. Also, in some countries we work with distributors, which means that we sometimes don’t immediately know about new stores. We suggest that you check out our store locator to find a store near you, or contact the distributor in your country.

Where are senz° umbrellas made?

Our umbrellas are made in China. We have chosen to manufacture them there, as the Chinese hold outstanding expertise on umbrellas. We maintain a strict eye on all our factories, performing  regular random checks, to ensure work ethics fit with our standards. With all new production we’ve added the text “made in China” on the labels, for total transparency.

Questions about senz° products

Which models does senz° umbrellas stock and what's the difference between them?

We offer 5 different storm umbrellas:

Stick umbrellas

senz° smart
senz° original
senz° xxl

Folding umbrellas

 senz° smart s
 senz° automatic

Want to know which senz° storm umbrella suits you best? Check out this convenient comparison page!

Which senz° umbrella in fits in my bag?

We are all familiar with dark clouds in the sky, that make us doubt whether or not we need our senz° umbrella. It’s at times like these that a foldable senz°, that can be stored in our bag, is ideal. In our web shop you will find two different models that are the perfect fit: the senz° smart s and the automatic. These models can be folded to fit your bag perfectly. The senz° automatic even has an open/close function that operates with just a push of a button!

Where can I find the dimensions of the different senz° models?

The webshop pages of our umbrellas show the dimensions of the individual umbrellas (under ‘Dimensions’).

What’s the senz° umbrella holder?

The senz° umbrella holder was originally designed by Jaap Elzas as the Drycycle; a clamp especially designed to hold the senz° smart and original umbrella. It enables you to cycle and keep dry when it’s raining while having both hands available for the handle bars of your bike. The clamp can be fitted on almost every bike and goes on your steer. Your senz° umbrella can be put in the tube when it’s raining so your hairdo keeps intact while keeping a clear view on the road.

Does the senz° umbrella holder fit my bike? And what if it doesn't?

The senz° umbrella holder is designed to fit most bikes: it fits on steering wheels with a diameter of 18 to 28 millimeters, or a circumference of 56,5 to 88,0 millimeters. If you find that it doesn’t fit your bike you can return it within 8 days after purchase and get a full refund of the selling price.

When are new models and prints available?

We try to have a new collection of colors and prints available at least once a year. To keep informed about new collections we suggest that you subscribe to our newsletter.

My favorite senz° is out of stock. When is it coming back available?

Sometimes we experience a colour to be more popular than expected and sell out sooner than anticipated. Because we regularly introduce new collections, it may mean a line has been discontinued. If you have a question over a particular colour, best to contact us directly on +31 (0)15 285 2004 or customercare@senz.com

How do I hold my senz°?

For useful tips & tricks about using your senz°, check out our tips & tricks page. There you’ll find some useful information on how to use and take care of your senz°, so it will take care of you!

What does the senz° do in a heavy storm?

The first time you use your senz°, in heavy weather, it will take some getting used to. When you hold the senz° loosely in one hand, (check out our tips & tricks page), it will find the right position in the wind itself. Initially, you may want to grab your senz° firmly with two hands and hold it against the wind. This is not necessary!  As the senz° is aerodynamic, it doesn’t need any help! Just think of it as a bird that lets its wings flow through the wind automatically, following the different wind directions.

Are your pocket sized models as strong as your stick models?

The senz° original, smart and xxl can withstand up to force 10 winds. Due to the unique patented rib system, these models can’t flip. The aerodynamic shape directs the canopy in the right position in the wind, resulting in a more comfortable experience.

The senz° automatic and smart s also feature the aerodynamic shape, but because they are foldable, they don’t have the unique rib system. This means that – especially during opening, closing and strong gusts – the folding umbrellas need some extra care. We have made a video that shows the best way of handling your folding senz° umbrella.

Important to remember, is that the senz° is held loosely in one hand. The senz° is aerodynamic and will find the correct direction of the wind itself, needing space to turn.

Questions about your order

How can I pay for my order?

We offer the following payment options:

Online banking

iDeal
Sofort
giropay

Credit card

MasterCard
 Visa

Other payment methods

PayPal (can also be used for credit card payments)

All payments are done within the safe environment of the respective payment provider. When the payment is verified, you will be redirected to a senz° page with the order details.

I received an order confirmation, what do I do?

Relax and wait for your senz° storm umbrella!

I want to place a large order. Can I?

For large orders (over 1000 pieces) you can contact our B2B sales team directly through +31(0)15 256 05 93 or businessgifts@senz.com. For retail orders, please contact our retail sales team through +31(0)15 256 18 66 or retail@senz.com

I didn't correctly fill out my contact information, what do I do?

It can happen that you accidentally fill in a wrong or incomplete address. Our order system is quick and your web shop order is sent directly to our logistics partners. They process your order and, in most cases, make them ready for immediate shipment. This happens automatically and addresses are not checked in advance. If you find out instantly and during Monday to Friday office hours, please contact us at +31 (0)15 256 20 04. This way it’s likely we can still make the changes for you.

If you discover outside office hours, please send an email to customercare@senz.com. At that time we cannot implement any changes and must await to receive your order, to return to our external warehouse. Once it arrives back, we will contact you to resend the order: please note, you are now responsible for the shipping fee of the 2nd shipment.

I received my senz°, but changed my mind: can I exchange my senz°?

Of course it is possible for you to exchange the purchased senz° for another model or colour. We don’t recommend this, due to the extra shipping fee, charged to the customer for returning the senz° umbrella and for the replacement sent after that. What we often suggest is to see if there is anyone who wants to take over your purchased senz° (family, colleagues, acquaintances, etc.). You can then order a new senz° from our webshop. If this is not possible, please contact our customer care department. They will instruct you on how to return the senz° and order a new one.

I want to return my senz° umbrella, what should I do?

Of course we find regrettable when you, for whatever reason, decide not to keep your senz° umbrella. You can return the umbrella within the statutory period of 14 days and send it back to us in the original packaging and plastics, including packing list and invoices. Our address is:

senz° umbrellas bv
attn: customer care
Mijnbouwstraat 120
2628 RX Delft
The Netherlands

Please include a note which tells us why you are sending back the umbrella to us. Once we have received the package, we will contact you regarding the amount to be refunded. Please note – the shipping fee is not refunded!

Questions about delivery

In which countries or regions do you deliver?

We deliver our products to all countries around the globe. If you live in Japan or the USA you can order through the local web shops: Japanese web shop, US web shop. For the delivery time for your country, please check the shipping overview.

What are the shipping charges?

Free shipping applies for deliveries to the Netherlands, Germany and Belgium for orders with a subtotal above € 50.  Free shipping applies for international orders within Europe with a subtotal above €100 and outside Europe with a subtotal above €150. To see the respective rates of orders below €50, €100, €150 and delivery times of your country, please see the shipping rates overview.

All prices will be updated during checkout based on your billing and shipping information.

I live outside of the European Union. Do I have to pay taxes?

All prices shown on our website are including 21% VAT. If you live outside of the EU you do not have to pay this VAT, but please be aware that import duties, fees and local VAT could possibly be charged by your local customs. These charges have to be paid by the recipient of the parcel. As customs policies and import duties differ per country, we cannot tell you what the charges could be, nor does senz° have control over these charges.

This website of the European Commission gives an indication of import duties charged per country (product code: 6601), which are calculated over the net value of the product and which need to be added next to the local VAT to come to a total cost. Please note that senz° cannot be held accountable for the information found on this website. For full and current information we advise you to contact your local customs office..

Based on your billing and shipping information the VAT will be updated during checkout in our webshop.

How long does it take for my order to arrive?

We always try to process your order right away so you’ll receive the senz° umbrella(s) within the estimated delivery time. Please click here to see the overview. Did you not receive your order and the delivery time has expired? Please contact us!

Can I pick up my order at your office?

Unfortunately not. Although we appreciate good company, we try to work as fast as possible. Therefore we don’t hold any stock at our office but send out the order from our external warehouse.

I might not be home at the time of delivery, what can I do?

We recommend you fill in a shipping address where you, or your family/friends/colleagues, are available to accept the package. The postman is allowed to deliver your package at an adjacent address. In that case, you will find a delivery note in your mailbox with information of where to to collect your package. Alternatively, the postman will return the following day for a second delivery attempt. If delivery is still not possible, you will be asked to pick up your package or to make an appointment for another delivery. In both cases, you’ll receive a written notification in your mailbox. For orders within the Netherlands we use DHL. For orders elsewhere we use Fedex.

My package arrived damaged, what should I do?

If damage is visible on the outside of your package, you should reject it immediately. If this is not possible anymore, please contact us at customercare@senz.com to take care of possible replacement.

Is there a Track and Trace number for my delivery?

After your order leaves our warehouse an automatically generated email with the track & trace link is sent to you. This way you are able to follow your shipment to your doorstep.

Can I get my order delivered at a pick up point?

We have an agreement with our partners to deliver at private residences or company addresses, where someone is always available. When the courier doesn’t find you at the point of delivery he will attempt twice more, before returning the parcel to the recipient. With Fedex deliveries it is possible to collect your parcel at a Fedex pick up point. With PostNL and DHL we do not have this agreement, but have learned that it depends on the postal worker (maybe he chooses to leave your parcel at a pick up point).

Which delivery companies do you use?

For delivery within the Netherlands we use DHL. Every other delivery is done by Fedex.

My package should have been delivered, what should I do?

Has the delivery time elapsed and you still haven’t received your order? Please contact us at customercare@senz.com and quote your order number. We will then immediately request your tracking information and locate the whereabouts of your order.

Questions about warranty

What are the procedures for warranty claims?

At senz° we have the ‘no-nonsense’ warranty. No difficult questions, no excuses, just quick and well organized! For all storm umbrellas and accessories is the warranty period 2 years. For more information, please visit our warranty page.

Who can I contact if something is wrong with my senz° product?

Officially your vendor is responsible for handling your claim and your purchase receipt serves as your warranty. You can go back to the store of purchase with your receipt and broken umbrella. If you have any questions, you can always contact us by emailing your question to customercare@senz.com.

For more information please check our warranty page.

There is something wrong with my senz° but I don't have the receipt. What can I do?

When you don’t have a receipt and you can’t go back to the store of purchase, please check out our warranty page for the correct procedure.

I lost a part, what now?

Check our missing parts page to find out which part(s) you need and what information you need to collect. Then, send an email to customercare@senz.com with your request.

senz° no longer offers the mini or mini ao, how does that impact my warranty?

It is correct that we no longer offer the senz° mini and mini ao in our webshop: on popular request and to simplify our product portfolio we developed the senz° automatic, which replaces the mini and mini ao models. This is an updated model which comes with an extra feature: it opens AND closes automatically.

If your warranty claim concerns a senz° mini or mini ao which needs to be replaced, we will offer you the senz° automatic.

I don’t know how to handle a computer that well, can I also send you my broken umbrella?

If you find it to be difficult to send us pictures of your broken umbrella, we always kindly ask to check if a family member or neighbour is willing to help you with this. If not, please give us a call so we can find the best solution for you.

What do I do if the store of purchase doesn’t exist anymore?

If you are experiencing problems with your umbrella but you can’t go back to the vendor, please contact us and we’ll be happy to help!

Do you have a repair shop for my broken umbrella? Why not?

Because of the complex structure of our models, we do not have the right materials to repair defects. For this reason we do not offer a repair service, but we use the so-called no-nonsense warranty on all our products.

Other questions

I have an innovative idea! Can I get in touch with you?

We love it when you want to share your ideas and feedback with us! It’s an opportunity for us to learn and improve our products. You can always contact us by phone on +31 (0)15 285 5022 or send an email at info@senz.com: we’ll make sure that your idea or feedback reaches the right person.

Do you have any special offers available?

Once in a while we have a special offer: if you follow us on our social media channels or subscribe to our newsletter you will be informed when the moment is there.