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| Frequently Asked Questions |
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- How do I register?
- Why use a personal account?
- How do I shop on the site?
- How can I contact customer service?
- Wat should I do when my order does not arrive within the indicated shipment period?
- Where can I change my personal details?
- I forgot my password. What should I do?
- Can I cancel my order?
- What is the current status of my order?
- Is my order insured?
- How does track&trace work?
- When does the shipment time start?
- Do I have to login first before I can shop?
- A product was replaced by another product, why?
- I live outside the EU. Do I have to deal with import duties for specific products?
- I have received my Senseo coffeemaker, but it doesn't work. What should I do?
- Is there a minimum order amount?
- How do I register?
A soon as you enter our website, you can immediately start shopping. Have you put all your groceris in the shopping cart? Then press Checkout. We will then ask you to register, in order to make sure the goods will be sent to the right address.You can also choose your own password. Do you agree with our General Terms? Your registration is compleet! You can use your password and e-mail address the next time you visit us to login to your own account .
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- Why use a personal account?
We store your personal information in a database which is accesible through your own unique password. You can login faster, but you can also consult the status of your order at all times. You will also have access to your own address book.
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- How do I shop on the site?
You can go through the different catagories and make a choice by clicking. The shopping cart is a memory for the products you have added while shopping but you are not obliged to order them. It offers you simply the possibility to search for more products. You will be showna picture of most products. If you click you will see a description of the product. You can always delete or change the number in your cart. While shopping you can always see on the right side the order value in your shopping cart.
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- How can I contact customer service?
You can use the "Customer Service" button on the left side and contact our customer service.
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- Wat should I do when my order does not arrive within the indicated shipment period?
Your parcel will be sent with TNT Post. Alle mentioned shipment times are indications, not guarantees. If you do not receive your order within the indicated shipment period, the best thing to do is to wait another two or three weeks. If you have not received your order by then, you should contact our customer service. Don't forget to mention your order number. We will then have TNT Post start an enquiry. Please be advised that unforeseen delays at the Post are possible. We have no control over this. If TNT Post declares your parcel to be lost, you are entitled to a refund of your order. For delays at the Post you are not entitled to a refund.
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- Where can I change my personal details?
If you choose the "My Account" button on the right side, you can view or change your account information or change your account password.
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- I forgot my password. What should I do?
Go to "My Account". Press "Password forgotten? Click here". You can then insert your e-mail address and you will be sent a new password by e-mail.
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- Can I cancel my order?
You can cancel your order as long as you have not confirmed the order yet in the third step of the payment process. As soon as you confirm the order, your purchase is definite and you cannot cancel your order anymore.
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- What is the current status of my order?
Go to "My Account". Then press the "My orders" button where you can look at the current status of your order 24 hours a day.
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- Is my order insured?
Yes, all parcels are insured. If a parcels is lost, Holland at Home can ask TNT Post to start an enquiry. If the parcel is declared lost by TNT Post, you are entitled to a refund. For unforeseen delayes at the Post you are not entitled to a refund.
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- How does track&trace work?
Alle parcels are sent with TNT Post. As soon as the parcel is sent, you will receive an automated email with the barcode of your parcel and the sitelink to track&trace of TNT Post.
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- When does the shipment time start?
The shipment time, as descriped in your order, starts at the moment the parcel is handed over to TNT Post. All mentioned shipment times are indications, no guarantees. It will take approximately 2-4 working days before your parcel is handed over to TNT Post.
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- Do I have to login first before I can shop?
That is not necessary. If you are not a customer yet, you already have the possibility to put products in your cart. If you login afterwards, these products will automatically be transferred to the cart that belongs to your account. If you are an existing customer, it is possible that you still have products in your shopping cart from your last visit. In that case we advise you to log in to your account before you start shopping.
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- A product was replaced by another product, why?
It sometimes happens that a certain product is incidentally not available. To prevend the order from being delayed, this product is then replaced by a similar product with the same content, or the product is replaced by one of the other products (with similar price) which are also on the order list of the customer.
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- I live outside the EU. Do I have to deal with import duties for specific products?
Import duties are different for each country. It is possible that your parcel might be subject to VAT and/or import duties on arrival at the destination. You will have to pay these expenses. Unfortunately we have no control over that. We advise you to first check the import regulations of your country at your local tax office so you will know what to expect.
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- I have received my Senseo coffeemaker, but it doesn't work. What should I do?
The Senseo coffeemaker has a 1 year warranty. This means that if it has a defect, you can send it back to us and we wil make sure it will be repaired. If it cannot be repaired you will receive a new one. Please e-mail our customer service and provide as many information as possible about the defect. We will handle it from there. The shipment costs for sending it back to us are paid by the customer. The shipment costs back to the customer after repairment/replacement will be paid by us.
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- Is there a minimum order amount?
Yes, there is a minimum order amont of 15 EUR (excl. shipment costs) .
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BEER & LIQUOR
