FREQUENTLY ASKED QUESTION

On this page you can find the answers to the frequently asked question regarding orders, payment, delivery and returns.

If you cand't find your answer on this page, plese contact us at klantenservice@krossproducts.nl and we'll help you out!


Quickly navigate to the subject you are looking for:
ORDERS | PAYMENT | DELIVERY | EXCHANGE & RETURNS | GUARANTEE | CANCELLATION


Orders

How do I place an order?

It's fast and easy to place an order in our webshop. Visit the page of the products you would like to order and klik on the "Add to shopping cart" button. After you've done this, you will find the product in your shopping cart and you can complete the order by filling in your information and pay for the product(s).

Do I have to create an account to place an order?
No, it's not mandatory to create an account. You can also order at Krossproducts without an account. We do however ask for your information, because otherwise we can't deliver the order or contact you if necessary.

Can I track my order status?
After you've succesfully completed payment you will receive a conformation e-mail on the e-mailadres you provided. As soon as we've shipped your order you wil receive another e-mail with the tracking information, which allows you to track the delivery of your order.


Payment

When do I pay my order?
When placing an order in our webshop you're ushered to pay instantly. When you click the "Place order" button you agree that your obligated to pay.

What are the available payment methods?
At Krossproducts you can choose one of the following payment methods:

  • iDeal
  • Creditcard
  • PayPal
  • Bankcontact/MisterCash
  • GiroPay
  • Sofort Banking

Your payment is processed on the secure plaform Mollie.


Delivery

When will I receive my order?
We try our hardest to ship your order within one business day after the order is placed and the payment has been completed. After our carefull quality check PostNL will usually deliver your order on the adress you've provided during checkout within one business day.

When shipping to an adress outside of the Netherlands it can take a few extra days before your package is delivered.

*Exceeding the specified delivery time does not entitle the customer and the client to cancel the agreement.

Which options for delivery are available?
At Krossproducts we provide the option to have your order delivered to your home or to a PostNL location of your choice. It's also possible to make an appointment for delivery directly with us, for larger items like furniture. 

Pickups at our location in Nijmegen are only available after making an appointment. 

What are the costs for delivery?
For orders with a total below €100,- there are shipping costs of €6,75. For orders with a total higher than €100,- we offer free shipping within the Netherlands and Belgium.

What if I receive a damaged package from the courier?

When your package is visibly damaged when it's offered to you by the courier, you can refuse to accept the package. In this case it will be automatically returned to us without any additional costs for you. Make sure to report this incident to our customer service by calling 085-06 06 825 or send an e-mail to klantenservice@krossproducts.nl so we can handle it the right way.


Exchange and returns

Is it possible to return or exchange an item?
Eventhough we would like to make everyone happy with our products, it's always possible that something wasn't quite what you expected. If that's the case you can always choose to return or exchange the item.

Within 14 days after receiving you order you are allowed to cancel your order. After cancelling you have an additional 14 days to return your items to us. If you return your entire order, you will be refunded the entire cost of the order including any potential shipping costs. If you return only a part of your order, you will not receive a refund for the shipping costs.

What are the return conditions?
More information about the return conditions can be found on this page. 

Meer informatie over de retourvoorwaarden vind je op deze pagina

How do I return my order?
You can return your items within 14 days after receiving your order. Items have to be unused in the original packaging. 

Always use our returnform when returning items. Any additional shipping costs for returning items to us are to be paid by the customer. 

Return adress:
Krossproducts B.V.
Binderskampweg 29U2
6545 CA Nijmegen

In case products are returned outside of the 14 day period or products don't comply with the Terms & Conditions, Krossproducts has the right to decline the returned items.


Guarantee and damage

What is your warranty policy?
At Krossproducts we care about our products and do everything we can to deliver them to you in tip top shape. Unfortunately it might be the case that sometimes a package gets damaged during shipping or something else happens which makes you want to claim the warranty on a product.

By law you are obligated to report a defect or problem to us within 2 months of discovery. If the problem is covered by the warranty, Krossproducts will take care of repair or replacement of your product for free. 

I've receive a defect/damaged product. What do I do?
In case you've received a defect or damaged product, please contact our customer service by calling 085-06 06 852 or e-mail us at klantenservice@krossproducts.nl and we will help you.


Cancellation

Is it possible to cancel my order?
Within 14 days after receiving your order you are able to cancel your order. After cancelling you have an additional 14 days to return the item(s) to us. If you return your entire order, you will be refunded the entire cost of the order including any potential shipping costs. If you return only a part of your order, you will not receive a refund for the shipping costs.

Krossproducts also has the right to cancel an order partially or entirely. This is in case of any changes in circumstances that make it impossible to complete the order. We will always inform you of any changes or cancellation.

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