We deliver all over the world! We deliver all over the world!
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Frequently asked questions

Do you have any questions?  Consult the frequently asked questions and answers below. Do you miss a specific question and answer? Please contact our customer service.

Dillewijn Zwapak

How can I get in touch with Dillewijn Zwapak?

Dillewijn Zwapak can be easily contacted through our customer service via the contact form, , chat or by telephone +31 (0)88-7354282. We can be reached on workdays between 8:00 am and 5:00 pm. Messages can be left outside these times; We will then contact you as soon as possible the first workday after your message.

I have a question about the webshop

For any questions about the web shop, please contact our customer service via the contact form, , chat or by telephone +31 (0)88-7354282.

Would you like to become a Dillewijn Zwapak customer?

How can I become a Dillewijn Zwapak customer?

You can simply register as a customer using our registration form. Click here to go to the registration form. Your personal login details will be forwarded to you within one working day after your registration.

When can I expect to receive my codes?

We will forward your personal user name and login code to you via e-mail the workday after your registration. Please do not forget to also check your spam box regularly. It could be that the mail server classes the mail as spam.

I have not received my codes

Your personal user name and login code is forwarded via e-mail the workday after your registration. However, if you have not received them; check your spam box. The mail sever could class it as spam. If you have still not received them, please contact our customer service via the contact form, , chat or by telephone +31 (0)88-7354282.

Can I change my personal password?

It is possible to change your personal password under "my details" in "my account". Log in with your personal login details to change your login. You can change both your username and your personal password.

My details are changed

Please contact our customer service via the contact form, , chat or by telephone +31 (0)88-7354282 for changing customer data. The data is changed in our system. The data is also processed in your personal web shop account the workday after it is changed.

My order

I have a different delivery address; how can I change this?

You can specify your delivery location during the payment process. Furthermore, you can overwrite an existing delivery address. If you would like to add a delivery address to your personal account, we kindly request that you contact our customer service. Please contact our customer service via the contact form, , chat or by telephone +31 (0)88-7354282.

How do I repeat an order?

It is quite easy to reorder earlier placed orders. Your personal web shop contains an overview of "my orders". These orders can be simply reordered by clicking on the green 'repeat button'. The products and amounts are then directly placed in your shopping cart.

How can I pay?

Depending on your country and language settings, we offer a range of payment options. Payments can be made via, amongst others, Ideal, Visa, MasterCard, Maestro, PayPal, Giropay and instant bank transfer. Ideal payments can only be paid by Dutch customers. Verified customers can also buy on account. Would you like to buy on account? Please contact our customer service via the contact form, , chat or by telephone +31 (0)88-7354282.

Can I buy on account?

Only fully verified customers can purchase on account. Would you like to buy on account? Please contact our customer service via the contact form, , chat or by telephone +31 (0)88-7354282.

I cannot pay with my credit card

Payments made with your credit card are checked on a 3-D secure functionality. This function is default activated on credit cards that are registered within the EU. The 3-D secure functionality is not default activated on cards that are registered outside the EU. Please ensure that this functionality is activated so that your payment can be completely verified. For activating this, please contact your (local) bank or credit card provider.

Can I still change my order after I have paid?

If your order has not yet been forwarded there is still time to change it. Please contact our customer service as soon as possible via the contact form, , chat or by telephone +31 (0)88-7354282.

Are there any shipping costs?

The shipping costs of your order are dependent on your personal purchasing terms and the delivery address/country. Basically, we deliver in the Netherlands and to a range of countries within Europe free from €100 net. Do you have specific price agreements? Then this can impact on your shipping costs. Have you ordered products that have to be delivered outside the package service? Then the shipping costs are adapted automatically during the payment process. The amount charged for shipping is always given during the payment process. If you place your order from a country outside the EU, we will contact you in relation to the transport costs after the placing of the order.

What is the freight free limit?

The freight free limit is dependent on your price agreements. Basically, we deliver in the Netherlands and to a range of countries within Europe free from €100 net. Do you have specific price agreements? Then this can impact on your freight free limit. The actual shipping costs are always given during the payment process.

Is there a discount/discount level when purchasing large quantities?

Specific price agreements could be made in the event of the (annual) purchasing of greater product quantities. The given discount(s) are established based on turnover. If you feel you need personal contact or personalised prices, then please contact us via the contact form, , chat or by telephone +31 (0)88-7354282.

I could not pay

We will always send you a personal e-mail message when your payment has not been effected. A link will be included in this e-mail message enabling you to effect your payment again. The link refers to the overview of orders in your personal web shop account. A link enabling you to pay can be found here.

Why is a specific item delivered via pallet freight?

Due to the nature of an item, it can be decided to deliver the item on a pallet. This is due to size, vulnerability or other article specific characteristic. A large number of these items are notified of delivery via pallet freight. This is indicated at product level and during the checkout process. Any additional freight costs are also shown during the checkout process.

Why do I pay additional shipping costs for a pallet delivery?

Processing and sending a pallet shipment is considerably more expensive than processing and sending shipping boxes. These costs can be (partially) settled during the checkout process of your order. You can recognize a pallet delivery by the icon and the notification during the checkout process. Pallet shipment is also reported at product level.

I have another question about my order

Please contact our customer service via the contact form, , chat or by telephone +31 (0)88-7354282.

Delivery

Can I request a specific date of delivery?

It is possible to specify the date on which you would like to receive and/or pick up your order during the payment process. Of course, it is also possible to pick up your order at one of our shops and pick-up locations. Check here for all the locations of our shops and pick-up locations.

Track-and-trace, how do I keep track of my order?

A personal track-and-trace message will be sent after we have forwarded your order. This allows you to track your order. This track-and-trace number can also be found when you log in to your personal web shop account. Log in  to see the status of your order.

When can I expect to receive my order?

We generally deliver our on-line range directly from our own stock.* Orders placed before 12 noon are, as a general rule, shipped the same day. Orders received after 12 noon are shipped the following workday. Dependent on the shipment method and the delivery address, orders are delivered to you 1-4 workdays after they have been delivered to our shipping partner. Use the track-and-trace functionality to track your order. Log in to your web shop account to see the actual status of your order.

I did not receive my order correctly, what are my options?

If your order is not correctly received (damage, defect), please contact our customer service via the contact form, , chat or by telephone +31 (0)88-7354282.

Can I return my articles?

If you would like to return one or several products, we kindly request that you contact our customer service via the contact form, , chat or by telephone +31 (0)88-7354282. Our customer service or your (permanent) account manager shall assess and discuss your return order with you.

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