A product is not in stock on the website. What happens now? The stock on our web portal is synchronized in real-time. This means that the actual available stock shows on the web portal. So, if something is listed as not in stock, we really do not have it. You have the option to place a 'backorder'. We will deliver the product to you as soon as we have it in stock.
Which payment reference do I state with my payment? You can pay via the website. You do this when you place your order. If you transfer the amount due yourself, you should state your order number(s) when making the payment. Your order number is very important for fast order processing. Payments without order number(s) can lead to serious delivery delays. If you make a combination payment for multiple order numbers and the details will not fit in your payment field, please send us an email stating the order numbers and the amount you paid. That will prevent any delay on your order.
Can I pay several pro forma invoices at once? Yes, that is possible. But it is important to state all the order numbers in the description of the payment.
Can I have several orders put on one pallet? No, that is not possible. We work with a fully automated system. Each order is processed precisely as you enter it on the web portal. So, during the order process, consider carefully whether you have everything that you want.
When can I expect my order? It depends on your method of payment and the distance between our warehouse and the delivery address. If we ship your products ourselves, we will use DHL. You will receive an email from us with a Track & Trace code. The link in that email will only work when DHL has processed the shipment. This can take up to a day, at most. If the link is still not working after 24 hours, please let us know.
Can I also mail orders to you? No, that is not possible. We only handle orders via the web portal. That is related to our automated system.
I have asked a logistics company to pick up my order, but they are not given the order. How is that possible? To ensure that the right people receive orders, the person who collects the order must have a pick-up number. If you choose to pick up, you receive your code by email. No shipments can be handed over without a number.
The discounts that I get are different from what I expected. What should I do? Please contact us first so that we can check your details.
Would you like more information about the products? You can ask questions about our products by telephone (NL +31 (0)55 5386688; BE +32 633 39025; DE +49 (0)2161 9499 006). If you would like to make an appointment to visit our showroom, please send a request to email@example.com.
I cannot log in to the portal anymore. What should I do? If you are sure that your login details are correct, please contact us. We are available for these questions by telephone (NL +31 (0)55 5386688; BE +32 633 39025; DE +49 (0)2161 9499 006) or by email (firstname.lastname@example.org). Did you forget your password? Please click on the "forgot password" button. You will receive an automatic email with a link to set a new password.
My product is broken. What should I do? If you have purchased a product from us, you can send it in or bring it to us for repair. In some cases, your warranty covers the repair. For repairs, you must always complete the service form via the website. Add link?