Frequently asked questions

In order to be able to place an order, you need to create a free account. This can be done via the link on our website or during the ordering process. We only use your data for processing your order and for our administration. You choose whether or not you want to receive promotions and product news through our newsletter.

All payments on our website are processed securely and encrypted by our payment provider Mollie. This service is free, which means that you have no additional costs, regardless of the type of payment you choose.

You can choose (depending on where you live) from the following payment methods:

• Bancontact
• Creditcard (Mastercard, Visa, Amex, ...)
• Cartes Bancaires
  
• iDeal
• ING Home'Pay
• Belfius Direct Net
• KBC/CBC Payment Button
• Sofort Banking

It is certainly possible to pick up your order in our warehouse.

After we have received your order and your payment, we will start preparing the order so that you can pick up the material as soon as possible.

Attention: it is not possible to make a purchase directly in our warehouse. You must first validate an online order.

For entrepreneurs in the EU who have a valid VAT number, the intra-Community supply is VAT-free. When you create your account, your VAT number will be automatically checked and the VAT will be reverse charged when your order is validated.

You can view the order history in your account via the following link: 'Order history'

Select the order you wish to view from the list. To know the current order status, scroll to the bottom of the page on the order detail page.

For every order you place via our website, an invoice will be issued as soon as the order has been shipped or after you have collected the material in our store. The invoice will be delivered to you via email, and is also available via your account.

We use the GLS transport service for shipments in the Benelux. We work with various partners for other countries in Europe, always looking for the most economical solution for our customers.

You can find more detailed info on the page with 'Delivery information'.

Stock items are generally delivered within 1 to 3 working days in the Benelux. The estimated delivery time of products that are not in stock is indicated on the product page. However this is an estimate, as we also depend on the manufacturers stock at the time of order. For urgent orders, please contact us before placing your order.

For parcel deliveries in the EU you will receive an email with follow-up information (track & trace) of your parcel. This also applies to bulky goods and pallets in the Benelux. For other shipments it is not always possible to provide a track & trace link, however we will keep you informed of the day of delivery.

As a private customer, you can return your order in whole or in part to us within a period of fourteen calendar days. Before sending a return to us, you must first let us know by email and await further instructions. After your request, you again have fourteen calendar days to send the material. The shipping costs are borne by the customer. The complete return conditions can be found in article 7 of our general terms and conditions.

As soon as we have received and accepted your return, we will refund the money within fourteen calendar days (usually this happens the same day). Please take into account a few days of processing time before the money is actually returned to your account.

The right of return is reserved for private individuals and does not apply to companies or self-employed persons. In some exceptional cases we may accept a business return, but please note that if we do agree to your return request, we will always deduct a processing fee for businesses of 17.5% of the product value with a minimum of €10.
We will identify you as a company if you have entered a company name and/or VAT number at the billing address when ordering.
Please note, before returning an order in whole or in part, you must first contact us. A return that has not been requested in advance will not be accepted.