Frequently asked questions

General:

• How can I become a customer in the Crown Van Gelder webshop?
  • Click the button “create an account” and fill the requested information. Our web team will review your application and inform you if you can start ordering.
• Where can I read the general conditions
  • Via this link you can read the general conditions for the webshop
• How does Crown Van Gelder handle my information with regards to privacy
  • Via this link you can read our privacy policy

Ordering and product:

• How can I order?
  • You can place the products of your choice in your shopping basket and proceed to checkout
• Can I change or cancel my order?
  • An order in the webshop is final and automatically processed upon completion. Please contact us immediately so we can see how we can assist you.
• Can I return my order
  • You can return your order in case something is wrong with the product or if we have delivered a wrong item. In this case, please send us a message via the webshop and we will contact you on the next steps.
• Can I see what I ordered previously?
  • After login in the webshop, it is possible to view details of earlier orders and re-order them.
• I cannot find the right product or format, what to do?
  • Please send us a message of give us a call. If we have sufficient interest, we will consider adding the product to our shop.
• Was my order successful, I did not receive a confirmation?
  • Please contact us so we can look together if we have received and processed your order.
• What is the delivery time of my paper
  • Via this link you can read the delivery information
• I want to receive my paper earlier than confirmed in the e-mail, is this possible?
  • The orders are processed automatically, unfortunately it is not possible to make exceptions.
• Can I collect my paper at the warehouse?
  • No, unfortunately this is not possible
• I can only find inkjet paper in the webshop, is this correct?
  • We have chosen only to offer inkjet paper in the webshop.
• Is the paper FSC/PEFC certified
  • Yes, the information can be found on the invoice

Website:

• I forgot my password, what to do?
  • With the button “Forgot your password” on the login screen, you can reset your password
• I am not able to login, what to do?
  • Please contact us so we can help you in finding the cause
• How do I update the details in my account?
  • After login, you can update your account details via “my account”. When you want to modify your invoice address, please contact us
• Where can I find the details of my order?
  • After login you can find the details by clicking on “my order” on the page “my account”

Not happy with the service:

• My delivery or product is not according expectations, how can I report this?
  • You can report this by sending us a message through the webshop. Please provide as many details as possible.
• How much time will your response take?
  • Within 24 hours you will receive a confirmation and an issue number. At this moment we will also provide you with an estimated processing time. This depends on the complexity of the issue.
• My paper was delivered with damage, how can I receive a replacement?
  • You can report this by sending us a message through the webshop. We will contact you on the next steps.

Payments:

• How can I pay for my order?
  • In the checkout screen, you can select different options
• Can I also pay after receiving my goods?
  • Upon receiving your account request, we will determine if you qualify for afterpay. If the “e-invoicing” button appears in your checkout screen, this option is enabled.
• I now order on prepayment and would like to pay via e-invoice
  • Please contact us so we can review the options
• What is the payment term for e-invoicing, can I change this?
  • The payment term of e-invoicing is automatically set at max. 30 days, unfortunately deviations are not possible

My question is not in this list

• Please send us a message or give us a call!