Customers Information

 

Our Site

Dear customers,

We are continuously busy for developing and improving our website. We put every day new products on our site. Visit therefore our site frequently to look at our new products.

If you cannot find a particular product you are looking for, please feel free to contact us to inform about it. We might have this product in our warehouse, or we can order it for you in short time.

If you find any errors or other problems in the website, feel free to contact us and we will pay special attention in solving it as soon as possible.

 

Registration on our site

To place an order on our site you do not need to be registered. However advantages of registration are that you can,  change your personal information any time, follow the status of your order, see your orders history, give different multiple delivery addresses, make a shopping list for later order, etc. After your registration you will get an e-mail. You must click on the link in that e-mail to complete the registration. After that you can login in to your account.

Ordering procedure

  • In de categories you find all products. Subsequently you choose the products from the categories and subcategories. You can also search products in the “Search box” left above the page.
  • Choose the variations of a product, if any. You can then see the stock position of the chosen product.
  • To add product in the shopping basket press button “Add to shopping basket”. When you want more than one piece of a product, change the number in the box. Clicking repeatedly on the “Add to shopping basket” button will replace the previous number of products in the basket.
  • From your shopping basket you can always see the details of a product by clicking on it. You can change the number of products in the shopping basket too.
  • Choose your delivery method, payment method and eventually the delivery region.
  • When you are satisfied with your shopping, press “Check out”. At this point if you are not already logged in, you will be asked to log in or to register. When you are logged in you can choose here eventually your different delivery address if any. Than press “Place order”. You will be led to the payment page.

By payment via iDeal at the end of payment do not forget to press the button to complete the order. Or it will not process it correctly.

When your order is placed and paid before 16:00 hours, it will be dispatched on the same working day via PostNL. In Netherlands generally the parcels are delivered the next day.

 

Delivery charges in Netherlands

Orders to € 50.-  =  € 6.95 (up to 10 kg)

Orders above € 50.-  =  Free of charge.

Cash on delivery charges = € 10.- + € 6.95 = € 16.95

 

Delivery charges in EU countries

Orders to 500.-  =  € 35.- (up to 10 kg)

Orders above € 500.-  =  Free of charge.

 

Delivery charges in rest of the world

Orders per box up to 5 kg =  € 55.-

 

Pick-up in the warehouse

You can also you your order up in the warehouse in Huizen (Middenweg 9-C)

For the opening hours see our page “Contact information” .

 

Payment methods

Online via iDeal

In Netherlands you can pay via iDeal online via your own bank.

Online via PayPal

Via PayPal you can pay in three ways. Via your PayPal account. Via credit card (also without PayPal account). Via PayPal account through your own bank.

Bank transfer

Via bank transfer it can take one day to several days depending on the bank and country.

Cash on delivery

Cash on delivery is only applicable in Netherlands. You pay the order amount to the PostNL postman at the delivery of your parcel.

If you reject the order or do not collect it from the post office, the delivery charges will still comes on your account.

Cash at pick-up

You can pay in cash when you collect your order in the warehouse.

 

Cancellations and Returns

Cancellation

Cancellation of an order which is not been dispatched yet, or without any other agreements, is free of charge.

If you cancel the order after it has been dispatched, then you must reject it at the delivery. After receiving the parcel back, your payment will be remitted at your bank account. Returning charges are at your side.

Returning

You may return you order within 14 (fourteen) days after the delivery.

Return orders must be reported in advance via mail, or telephone.

Return orders are excepted when they are returned within 14 (fourteen) days, packing as much as possible whole and complete, products are not used, undamaged, and complete with all parts. Your purchase amount of products will be remitted at your bank account. Returning charges are at your side. When no delivery charges were paid, they will be deducted from the payable amount.

For remittance of your order amount we need your bank account from where you paid for the order. In case of a bank out of Netherlands we need IBAN and BIC number of your bank account.

 

Return address:

The Mask Feestartikelen

Amsterdamsestraatweg 340,

3551CV  Utrecht.

The Netherlands

 

Complaints handling
 

If you have complaints about us, you can e-mail it to us. You will receive confirmation of your mail. Your complaint will be handled as soon as possible.
If not satisfactorily handled by us, you can also go with your complaint to disputes committee Webshop Keurmerk .