1. General
We do our utmost to deliver your order as quickly and carefully as possible.
Deliveries are made by recognised carriers such as PostNL, DHL, DPD, GLS, UPS and our logistics partner Van Spreuwel Transport, depending on the type of order and the destination.
Van Spreuwel Transport is our regular regional transport partner and responsible for the delivery of larger, heavier or palletised goods, as well as for special routes that cannot be carried out by standard parcel services.
When your order has been dispatched, you will receive a shipping confirmation with a track & trace link so you can track the delivery.
2. Delivery to islands and special locations
Deliveries to special destinations such as the Wadden Islands, De Kaag and other locations only accessible by ferry or boat may differ from our standard delivery times.
- Transport surcharge: These destinations may be subject to a surcharge due to additional logistics or transport costs. This surcharge is stated during the ordering process or in the order confirmation.
- Delivery time: Delivery may take 1 to 2 working days longer, depending on the timetable of the respective boat or ferry connection.
- Local transport partners: In some cases, final delivery on the island is carried out by a local carrier or by Van Spreuwel Transport, depending on accessibility.
- Express delivery: Next-day or evening delivery is unfortunately not always available for islands and water locations.
We obviously do our best to deliver your order as soon as possible, but are dependent on weather conditions, shipping times and logistical planning of our partners.
3. Delivery in buildings
Our standard delivery is behind the front door on the ground floor.
For safety and practical reasons, the following rules apply:
3.1 Standard delivery
- Delivery takes place behind the front door on the ground floor.
- The customer is responsible for free and safe access to the delivery address (no obstacles, stairs, narrow passages).
3.2 Delivery on floors
- Delivery on a floor above the ground floor is only possible if:
- a properly functioning lift is available,
- the lift provides sufficient space for the package in its original packaging.
- For delivery to a higher floor, a surcharge applies, depending on the weight, dimensions and accessibility of the building.
- In buildings without a lift, delivery above ground level is not possible. The order is then delivered to the ground floor.
- If delivery to the desired floor proves impracticable (e.g. due to passages that are too narrow or unsafe situations), delivery will be limited to the ground floor.
3.3 Large or heavy products
- For heavy or large products, Van Spreuwel Transport can carry out delivery using special equipment, such as a tail lift or pallet truck. For very heavy or large products, an external removal lift or crane may be required.
- This is coordinated with the customer in advance.
- Any costs for these additional tools and any permits are fully borne by the customer.
4. Absence on delivery
If you are not present at the time of delivery:
- The carrier tries to deliver the parcel to neighbours or takes it to a collection point nearby.
- You will always receive a notification (card or e-mail) with the new delivery options.
For deliveries carried out by Van Spreuwel Transport or another carrier for large or heavy goods, a delivery appointment is scheduled in advance.
If you are not present at the agreed time, redelivery costs may be charged.
5. Responsibility and damages
The customer is responsible for ensuring that deliveries can be made safely.
Damage to walls, stairs or doors caused by insufficient passage or unsafe conditions is beyond our liability.
Always check the packaging upon delivery and report any damage immediately to the driver or within 24 hours to our customer service.
6. Questions or special requests
Do you have a specific requirement or delivery location with special access (e.g. via lift, ferry, or narrow stairs)? If so, please contact us before ordering.
We will be happy to help you find a suitable solution.
