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!