Then, first of all, we would like to apologise for this. We do everything we can to package the deliveries as safely as possible. However, the package can suffer damage during transport.
Take photos of the damaged product and send these to [email protected]together with a description of the damage. We will then look at the damage and provide a suitable solution.
Then we would advise you to contact our After Sales Service team. They will look at your order and explain why part of your order has not yet been delivered.
One reason might be that some of the packages are delivered directly by the supplier. Another reason might be that there has been a delay in the dispatch of part of your order. We will check this and ensure that you receive your order as quickly as possible.
Your payment is first checked by the payment provider. We will proceed once they provide us with approval of your payment. This is a matter of just a few minutes.
Your order is processed and made ready for dispatch the day after it is placed. You will receive an email as soon as your package is ready for the transport company.
The carrier comes every day to collect the orders and take them to their distribution centre. Your order is then delivered the next day, roughly 48 hours after your order was placed. If you order on a Monday, your package will be delivered on Wednesday.
Some products are delivered directly by our supplier. These don’t always work with the same transport company and only offer home delivery. It is therefore not possible to collect these products. Nor are Saturday deliveries possible in this case.
What products are concerned?
Your package will be prepared in our warehouse on the first day after the placing of the order. The moment the package is ready, you will receive an email from our transport partner, who will inform you further about delivery. These messages contain the link to the Track & Trace function.
You can also find this in our webshop via your account. You can find the package code with your order.
If the value of your order is more than €50, we deliver free of charge to your home or a collection point in your neighbourhood. The only exception is the delivery of heavy chemical products. There is a transport charge of €20 for every delivery of Chloorstabil (liquid chlorine) and sulphuric acid. This is because of the exceptional safety regulations.
If the value of your order is less than €50, we deliver to your home for a charge of €4.95.
For collection from one of our shops, you don’t have to pay anything, of course. This is always free of charge.
For delivery on a Saturday, you will have to pay a surcharge of €4.95. To be quite clear: a transport fee of €9.90 will be charged for orders with a value of less than €50.
You can opt for a number of delivery options:
The transport charge you pay depends on the type of delivery.
For deliveries in Belgium, The Netherlands and Luxembourg, the delivery time is 2 working days. If you order on a Wednesday, your order will be processed on Thursday and the goods delivered on Friday.
There are a number of products, however, that are shipped directly from the supplier. In this case, the delivery time can take up to 3 working days. This specifically concerns the following items:
Winter covers and summer covers have to be made to measure. The covers therefore first have to be produced. This means that the delivery time can take up to 3 - 6 weeks. We will always keep you updated on the expected delivery date.
For deliveries to France, the delivery time is up to a maximum of 4 working days.
