Customer service

Orders

1.1 Until what time can I place an order to receive the order the next day?

The warehouse packs orders on workdays until 22:00. For deliveries in the Netherlands and Belgium, these packages are then transferred to PostNL the same day, which means they are normally delivered the following day (excluding Sundays and Mondays, as the warehouse is closed on Saturdays and Sundays). Please note that we are at all times dependent on the parcel services whether it is actually delivered the next day. In addition, we outsource our warehouse to a fulfilment company and they can also make a mistake in the picking process resulting in the delivery of the wrong products or the package being offered to the parcel services a day later (fulfilment company works in line with the market in terms of error margin). That is why we advise customers the sooner you order, the better. We cannot be held responsible for delays in delivery by parcel services or the fulfilment company.

1.2 If I place an order and I pay immediately, when can I expect my order?

When we have received your payment immediately on working days before 22:00, the order will be offered to PostNL or DPD the same day. The warehouse operates from Monday to Friday, so orders that arrive on Saturday or Sunday will be packed and given to the parcel services on Monday. Please note that we are at all times dependent on the parcel services whether it is actually delivered the next day. In addition, we outsource our warehouse to a fulfilment company and they can also make a mistake in the picking process resulting in the delivery of the wrong products or the package being offered to the parcel services a day later (fulfilment company works in our opinion in accordance with the market in terms of error margin). That is why we advise customers the sooner you order, the better. We cannot be held responsible for delays in delivery by parcel services or the fulfilment company.

1.3 Why have I not received an order confirmation?

Sometimes the order confirmation may end up in the unwanted email box (SPAM). We would therefore ask you to check this folder as well.

1.4 Where can I ask my question and how can I contact the customer service?

We are open every weekday from 8.30am to 5pm and can be reached via the chat on the website and on the telephone number ........ We can also be reached at the following email address: [email protected]. We aim to respond to emails from the same working day by 5pm. You therefore do not have to wait long for an answer. 1.5 Can I cancel or change an order? You can cancel or change an order by contacting customer service at [email protected].

Stock and shipping

2.1 Are all products in stock?

In principle, all products on the website are in stock, unless stated otherwise. It may occasionally happen that you receive a message that you can only fill in a limited number at a product. This is because the stock is no longer sufficient.

2.2 What are the shipping costs?

The shipping costs to an address in the Netherlands are € 4.95. The shipping costs to an address in Belgium are €7,95. The shipping costs to addresses in Europe or outside Europe are determined per address based on weight and dimensions.

2.3 Do you also ship to countries outside the Netherlands and outside Europe?

We ship to all countries. The shipping costs to addresses in Europe or outside Europe are determined per address based on weight and dimensions.

2.4 With which courier company will my package be delivered?

In the Netherlands and Belgium your order will be delivered with PostNL. In the rest of Europe your package will be delivered with DPD.

2.5 Do you also deliver on Saturday?

PostNL delivers parcels in the Netherlands and Belgium on Saturdays. For other European countries, it can often take a few working days.

2.6 I have only received part of my order, what now?

It often occurs that your order is shipped in several packages, given the weight or size of the package. It may occur that one of the two parcels is delayed in the sorting process and is delivered the next day. If you have any questions about this, you can contact us about the delivery of your order via [email protected]. You can also follow the delivery via the tracking codes that you received by email.

Prices and payment

3.1 How can I pay?

You can pay on our website by using iDeal, Bancontact/Mistercash, Sofortbanking or by bank transfer.

3.2 Is an extra discount possible?

When you want to place an order of €500.00 incl. VAT or more, we can offer you an additional discount. You can request the discount code or a customised quotation at [email protected]. You can also use the request for quotation on our website. All products can then be placed in the shopping basket, but instead of paying you can choose 'request a quote'. You will then almost always receive a customised price before 5pm on the same business day (or otherwise within 24 hours).

3.3 Can I purchase larger quantities or as a wholesale customer?

It is possible to purchase larger quantities or as a wholesaler. For more information, please contact us at [email protected].

3.4 Is it possible to order and pay after delivery?

Your order will be shipped after we have received your payment.

3.5 If I pay by bank transfer, will the order be sent the same day?

If you pay by bank transfer, it can sometimes take a working day before the payment is processed and visible to us. If you need the products urgently, you can also send us a proof of payment (print screen), so that your order can be dispatched.

3.6 Can I ask for a quotation first?

You can request a customised quote at [email protected]. You can also use the request for quotation on our website. You will then almost always receive a customised price before 5pm on the same business day (or otherwise within 24 hours).

3.7 Do the prices on the website include or exclude VAT?

The prices listed on the website include VAT.

Other questions

4.1 What is the warranty on the products?

Private customers receive a 2-year warranty.

4.2 I have discovered a defect after receiving my order. What do I do now?

We would ask you to let us know by email exactly what the defect is. We will then respond as quickly as possible, and in any event within 24 hours, in order to resolve it together.

4.3 Can I receive a VAT free invoice if I place a business order from Belgium?

If you have a valid VAT number and enter it in your address details, the website will automatically calculate the VAT at 0%.