Customer Care

  • Can I alter or cancel my order?

    faq.overview.back_to_top

    Have you ordered the wrong item, do you want a different product or do you want to register a different address? In that case, you should contact Customer Careas soon as possible. Have your order number at the ready, as we will need this in order to assist you.

  • I did not receive an order confirmation

    faq.overview.back_to_top

    After placing an order, you will receive an order confirmation by e-mail. Your e-mail software may filter it out as spam. We advise you to check the spam filter settings and alter them if necessary. You should definitely check your folder with 'unwanted e-mails' and add us to your list of contacts.

Dispatch & delivery

  • Orders valued at €100.00 or more are sent free of charge to an address in the Netherlands or Belgium. The delivery charge for orders below this minimum value is €5. We always charge €5 for the processing and administration of drop-shipment orders.

  • How long will it take before my order is sent?

    faq.overview.back_to_top

    If your order is in stock and you placed your order before 1:00 pm, you will usually receive your order, via our transporter, the next working day. Orders are not processed during the weekend and on public holidays.

  • Which courier service do we use for deliveries?

    faq.overview.back_to_top

    Generally, orders for delivery to an address in Belgium or the Netherlands are delivered by DHL. Drop-shipment orders for delivery to an address in Belgium or another European country are delivered by bpost. Drop-shipment deliveries in the Netherlands are delivered by PostNL. You can follow deliveries using the track & trace code that you receive by e-mail as soon as we have dispatched the order.

  • You didn't receive your order?

    faq.overview.back_to_top

    Check the status of your order via the track & trace code that you received by e-mail. You are welcome to contact us. Customer Care is there to help you! Delivering a package outside of Belgium and the Netherlands will take two to five working days. For any other questions, click here to contact our customer service.

Payments

  • Payment must be made within thirty days after the invoice date, in the currency indicated on the invoice, using a method as indicated by R.A. Group of Companies.  After placing an order, you will receive confirmation by e-mail, indicating the total costs, including delivery charges. You will also receive an invoice, either by post or by e-mail (digital invoicing).