General
Is there a store I can visit?
No, we only have a garage and a warehouse. Because we also have to work throughout the day to get the cars ready, we choose not to have a physical store at this time, nor do we do pickups. This allows us to focus on the cars we need to handle and at quieter moments we can more efficiently answer your questions via email and WhatsApp.
I'm trying to call you guys but I can't get anyone on the line?
Indeed, throughout the day we try to be physically busy as much as possible handling cars. Because of this, we cannot answer the phone all the time. You can reach us via email and WhatsApp and usually get an answer within a few hours, even on weekends. However throughout the day we try to be as focused and efficient as possible in handling the cars so that they are ready for our customers in a timely manner and meet our quality requirements.
Do I have a warranty with you?
Indeed, we guarantee that the products you purchase from us are free of defects. If you buy an electrical appliance, you can also count on a 2-year warranty. Please note that products should always be used under normal conditions.
Payment
What payment methods do you accept?
You can use several payment methods in our shops including the standard and most common ones: bank card, credit card, PayPal and bank transfer.
Is it safe to pay online at your webshop?
We have integrated third-party payment services in our webshop. These meet and even exceed European standards and are PCI compliant. There are extremely strict security measures at both our webshop and these payment service providers so we can say with certainty that you can pay safely online at our webshop!
Furthermore, our webshop is also approved by McAfee and TrustedSite as a secure website with no reports of Phishing or other threats. Also verified by Google.
Order
Can I change my order?
We can only change orders that have not yet been processed for shipment or have already been shipped. To change your order, please contact us and provide your order number along with any changes you would like to make to your order. Please note that making changes to your order may delay the processing of your order.
How do I cancel my order?
You can only cancel your order if it has not been shipped yet. If it has, you will have to refuse the order when they come to deliver it or return it via the returns portal.
Has your order not been shipped yet? Then you can cancel it by contacting us and provide your order number to customer service.
How do I view the progression of my order?
As soon as your order is placed you will receive an order confirmation confirming that your order has been properly received by us.
After this we will get to work collecting and preparing your order for shipping as soon as possible. As soon as the order is registered for shipment you will receive a message via e-mail and/or SMS that we are in the process of shipping your order and you will also receive a tracking code.
With this tracking code you can see the status of the package. Once the package is picked up by the carrier you will also receive an email the day before or on the same day when your package will be delivered.
You can also see where your package is at all times through the tracking code.
Shipping
Can I change my delivery address after I place an order?
If your order has not yet been registered for shipment or is not yet on its way you can contact us to change the delivery address. Please provide our customer service department with your order number and the correct delivery address.
If your order has already been registered for shipment or is even on its way for delivery, you will need to contact the shipping service yourself to change your delivery address. Some shipping services allow this, others do not. Sometimes they change the address but still deliver to the original delivery address. This is completely out of our hands unfortunately.
Where is my order?
You can track your order via the track & trace link that we will send you via mail. Be sure to check your spam for the tracking mail.
Do you ship the same day I place my order?
We always try to ship orders as soon as possible. When we ship depends on several factors, some of which you can influence yourself.
We normally ship orders of multiple products as 1 package. Would you like to order some products and one of the products is out of stock? Then your order will only be shipped when the product that was out of stock at the time of your order comes back in stock and is packed.
The earlier you order the more time we also have to pack and ship your order. This way we have the best chance of shipping the same day. However, during very busy periods, especially in the summer, it is often too busy to pack the orders in time, we ask for your understanding.
It also depends on when the delivery service comes to pick up the packages. Mainly this is during the afternoon. Sometimes they are earlier and sometimes they are later. Because of this, sometimes you can be unlucky or lucky.
What countries do you ship to?
We have integrated shipping rates including the amounts of when free shipping is possible for most European countries into our website. You can therefore quickly see in your shopping cart to which countries we offer shipping methods by default and what the rates are.
For some European countries, prices can sometimes be so high or vary so much each month that we do not have a ready-to-use solution. Therefore, in that case, it is best to send an email to: [email protected] and ask what the shipping costs are for your country.
Deliveries to other countries, outside the European Union are possible. Contact us for the possibilities.
My order has been returned, return to sender. What does this mean?
An order being returned can happen under some circumstances such as:
- The package was attempted to be delivered more than 1 time without receiving the package because of a wrong address or no one was there to receive the package.
- The package became damaged so the delivery service chose to return the order.
- You or someone else at the address the order was shipped to has refused the order.
Due to high shipping costs, we can only ship an order once unless an internal problem has arisen at our facility. Please check your address for errors and make sure someone is present to receive the package.
Did you enter a wrong address, the order was never accepted or refused? Then you have to pay shipping costs for this to have the order resent.
When can I expect my order from the moment it is shipped?
Once your order has been shipped, we have no influence on the delivery time of the package. This depends entirely on the transport service.
Orders within Belgium they usually deliver within 1 business day. The further away the delivery address is from Belgium, the longer the delivery will take. Mainly European deliveries are within 7 business days.
The website says free shipping from €75. So why do I have to pay shipping costs?
We offer free shipping from €75 for orders in Belgium and the Netherlands. Other countries have a higher minimum order amount before you get free shipping.
Are you in need of free shipping? Then contact us to see what the minimum order amount is for free shipping for your country.
Returns & Exchanges
Do you accept returns?
Yes, we accept returns when they meet the logical and legal minimum conditions, among others:
- The item was purchased through our store.
- The article has not been used in any way.
- Item is in its original, undamaged packaging with all original labels and tags.
- The item will be requested for return within 14 days from the time the item was shipped.
To request a return, please view additional information and full terms and conditions on our returns page.
If you still have questions you can also always contact us. Please do include your order number in your message.
Can I exchange an item?
Yes, we accept exchanges under the same conditions as a return. If you would like to exchange the item for a more expensive item, however, the difference amount must be paid first before we can exchange the item.
To exchange an item, it must meet the logical and legal minimum conditions, among others:
- The item was purchased through our store.
- The article has not been used in any way.
- Item is in its original, undamaged packaging with all original labels and tags.
- The item will be requested for return within 14 days from the time the item was shipped.
To exchange an item, please see additional information and full terms and conditions on our returns page.
If you still have questions you can also always contact us. Please do include your order number in your message.
Is it free to return an item or order?
Yes, when you return an item or an order through our returns portal that meets all the conditions you can return it free of charge and you will be refunded the full amount of the item. If you return an entire order, you will also be refunded the shipping costs.
For additional information on return terms and regulations, please see our page on returns and exchanges.