For added convenience, our customer service team has listed the most frequently asked questions.
Questions about the ordering process
Are the prices listed inclusive or exclusive of VAT?
The prices listed in our webshop include VAT.
Do I receive a confirmation of my order?
Yes, you will receive a confirmation of your order by e-mail.
I haven't received an email?
The confirmation email for your account, order or payment is sent from the email address '[email protected]'. If you haven't received the email, please check your junk mail/SPAM folder. If you still can't find the email there, feel free to contact our customer service.
Will I receive a paper invoice?
All orders and payments are completely digital. You will receive the invoice as a PDF attachment via e-mail when you confirm your order.
How soon will my order be delivered?
If you have ordered and paid on working days before 17:00 and the items are in stock, they will be packed and shipped within 1-3 working days. When exactly your order will be delivered depends on the carrier and is unfortunately beyond our control. In 98% of all cases, a package will be delivered the very next day.
Questions about shipping
Where do I find the shipping costs that apply to me?
You can see the shipping costs in the shopping cart before you complete your order.
Why don't you offer free shipping?
It's actually quite simple: The costs incurred for shipping must be paid one way or the other. The webshops that offer "free" shipping charge these costs anyway. The shipping costs are then included as a kind of surcharge in the selling price of the products. Of course, we could do the same: make all our products slightly more expensive and pretend that we do not charge shipping costs - as most other webshops do. However, we think this is unfair. In this way, customers who order multiple items are disadvantaged. These customers unknowingly pay more in shipping costs than with us. The webshops that do not charge shipping costs, therefore make money on the 'free shipping' without you even noticing it. We prefer to keep the costs transparent!
Why is the shipping weight higher than the actual weight of my package?
This is possible because your shipment is weighed in two ways: the actual weight and the volume weight. The higher of the two counts as the weight for your shipment. The volume weight is calculated based on the dimensions of your shipment and a weight of 250 kg per m³ (length x width x height in meters = ?m³ x 250kg or L x W x H in cm / 4000).
Can I have my purchase delivered to another address than my home address?
Yes, this is possible. During the ordering process you can check the option 'ship to another address'.
Questions about returns and defects
When will I get my money back from returned products?
In most cases you will receive your money back within 14 days after the return.
Will I be refunded the shipping costs if I return products?
You will not be reimbursed for the shipping costs of the returned products.
There is something wrong with the delivery, what can I do?
If the problem is an address error and you have already received a track and trace from us, we ask you to contact DHL directly. Sometimes they can still change the address and make a second delivery attempt. If for some other reason delivery is not possible, we ask you to contact us. The responsibility for the extra costs resulting from an (address) error or failed delivery is for the customer, unless the problem is demonstrably caused by us.
Is it possible that you collect the return shipment?
No, it is only possible to send a return to us, always with the original invoice and/or confirmation.
What should I do if a product is broken?
Please contact our customer service, we are happy to help you find a suitable solution.
Is it possible to have my product repaired by you?
Yes, please contact our customer service for an appointment.
Contact
Do you have any other questions? Please contact our customer service. We are happy to help you!
