Frequently Asked Questions

FREQUENTLY ASKED QUESTIONS

 

Register & login

How can I register at Holland Superstore?

What does Holland Superstore do with my personal information?

How do I change my email address?

How can I change my password?

I forgot my password, how do I obtain a new one?

While registering I get the message that my data is already known?

When requesting my password I get an error, what should I do?

 

 Order

Should I create an account before I can place an order on your website?

I don't have a credit card and would like to order from Holland Super Store. Is that possible?

How can I make changes in my account?

I want to cancel my order, how do I do that?

Can I see previous orders somewhere?

How do I know if my order is passed?

How can I contact customer service?

What about the experation dates of the products?

How do I know how heavy my package is?

Why is there a difference between the net weight and the weight in my package?

I order for the first time. How does that, order from Holland Superstore?

 

Pay

Are prices including VAT?

I have a discount code. How can I use it?

How can I pay?

  

Returns

Do I have to pay shipping costs if I return something

My order was not completly delivered, what should I do?

Can I exchange or return products?

How do I get my money back if I decide to return my order?

I have received a defective item, what should I do?

  

Delivery

Is my order insured?

When will my order be shipped?

What are the shipping charges for my order?

Customs, duties and taxes. How about that?

Can you ensure all products pass customs?

Can I get a delivery on a different address?

When will my order be delivered?

Delivery takes a long time and my order has still not arrived. What should I do?

What happens when items do not pass customs?

  

Other

I have a tip.

I have a complaint.

Is your question not here?

Please contact us on

Register & login

 How can I register at Holland Super Store?

At the top of the page you will find the item ' login '. There you will find then a separate section for new customers, where you can register. On the next page you can fill in all your details and choose a password. If you then click ' register ' button, your registration is completed and the data is sent to the specified email address. With this information, you can log in directly on Holland Super Store.

What does Holland Super Store do with my personal information?

Holland Super Store uses your information solely to be of service to you for orders and to recognize you as a customer of Holland Super Store. Your data will not be provided to third parties and are also to view by none other than authorized personnel of Holland Super Store. In addition, all systems extra secure so they can be understood not by strangers. So you can give your vacation stop online or pay by credit card.

How can I change my email address?

You can customize your email address at the top right, next to your name on "account". You can then Login details ' under ' change your email address.

How can I change my password?

This you can do yourself. Log in using the information to you, you will now access the your account page. On this page you can click on ' View and/or edit your login details '. Here can use your old password, create a new password.

I forgot my password, how do I obtain that?

You do this with the link "forgot password?" on the login page. You will then see a screen where you need to enter your email address. If you then click ' send password ' button, your password to the email address sent.

While registering I get the message that my data is already known?

In that case you already registered with the e-mail adress provided. You can use that e-mail adres to logon to our shop. In case you forgot your credentials, use the 'lost password fucntionality' to reset your password.

 

When requesting my password I get an error, what should I do?

Have you already registered at Holland Super Store but don't know your password? Then you can through ' I forgot my password '. Then you will get the message: ' there is no user found with this email address ' then it could be that you've previously registered with a different email address. Do you have your old email address is no longer in use or you do not know which email address previously used? Please use the contact form (about signing up, logging in and technical problems) contact us. specify as much information as possible (preferably your old email address) in the field your question. Our customer service will remove your old registration so you can register again.

 

Order

Should I create an account before I can place an order on your website?

To order you don't need to have an account. Registering does give you aditional information.

I don't have a credit card and would like to order from Holland Super Store.com. Is that possible?

This is possible with iDeal. Do you use Internet banking of the Rabobank, ING bank or ABN AMRO?  In that case you can use iDeal as is cutom with your own bank. You will automatically be posted to the well known website of your bank where you finalise the payment.

How can I make changes in my account?

You can edit information in your account after you log in. Log in to your personal account page with your credentials. On this page you can click on ' View and/or edit your personal information ". When you access the page you will see an overview of your personal information. Here you can change the information you want.

I want to cancel my order, how do I do that?

You can cancel your oder, from within your personal account page, before it is shipped. 

If you want to return an order. Please return the item(s) within 14 days of delivery, together with the packaging slip. Please indicate why the products didn't comply with your expectations, so we can continously improve our services. 

Can I see previous orders somewhere?

When you logon to your personal account page on Holland Super Store, you can view all your previous orders and their status.

How do I know if my order is passed?

When you order a product in Holland Super Store, you will receive a confirmation directly after your order is placed with a summary of your order.

How can I contact customer service?

Our customer service is available by filling in the contact form.

What about the experation dates of the products?

We guarantee that all products delivered at the time of shipment have a non expired sell-by date and a best before date of at least 30 days in the future.

How do I know how heavy my package is?

The weights of all products in Holland Super Store are well known. In the shopping basket the weight of the ordered products are added together and displayed in a bar. Click top right on "View shipping rates", still will show you the current weight and the weight you can add to your order.

Why can a package not be filled up with the full weight?

The package is filled to the maximum weight. The weight on productdescriptions do not show the weight including packaging. The weight calculated for the order is including the weight of the packaging. 

 I order for the first time.  How can I place a order with Holland Super Store?

Choose the products in the webshop you would like to order and place them in the shopping cart. In the upper-right corner of the screen you will see the total amount currently in your shopping cart. To add an item to the cart, click 'add to cart'. If you want to know what the delivery rate is of your current order, please get a quote during the check-out of your order. Your package can be up to 20 kg. During checkout, you will be asked to provide billing information, the delivery adress and you can choose your method of payment. After completing the order with a succesfull payment, Holland Super Store will fulfill your order and ship your products.

Payment

 Are prices including VAT?

As a principal all prices are shown including the Dutch VAT. When you register as a business customer you can provide your VAT number. When validated, the VAT will be not charged.

 How can I pay?

You can pay in several ways at Holland Super Store:

Ideal, Credit card (Visa and MasterCard)

We use Sisow as a payment provider. All payments are handled through their secure paymentgateway.

Returns

Do I have to pay shipping costs if I return something?

Yes, the costs of returning a product are to be fulfilled by the customer.

My oirder was not completely delivered, what should i do?

When an article is missing though has been invoiced, you can report this to the customer service of Holland Super Store. In that case we will refund the invoice amount of the item.

Can I exchange or return products?

If you are not satisfied with the product you received, then you have the right to this 14 days after day of payment to us. This is only possible if the product is unused and in unused condition.

How do I get my money back if I decide to return my order?

 Holland Super Store will refund within 30 days of receiving the invoice amount to the account number used for the payment.

I have received a defective item, what should I do?

When you have received an defective item, please report this directly to the customer service using the contact form. Please upload a picture of the defective item. If we conclude the item is defective, we will reimburse you.

Is my order insured?

We ship by POSTNL, your package will be sent insured.

When will my order be shipped?

Your order is shiped up to 5 working days after the order was placed. The total delivery time depends on the country of destination.

 What are the shipping charges for my order?

 The shipping costs depend on the country of destination. See our shipping page for details.

 Customs, duties and taxes. How about that?

 Within the EU there are no import duties. There may be import duties outside the EU which have to be paid with an order. Check with the local authorities for this extra charge of your local customs.

 Can you ensure all products pass customs?

No, we can not guarantee all products will pass customs. However, we frequently check the regulations of countries we ship to. Please check your own customs for the latest regulations on black-listed products. If a package is not cleared by your customs, you will not be refunded by Holland Super Store. So despite our effort to ensure we are up-to-date with our information about your local regulations, please verify your order with your local legislation.

 Can I get a delivery on a different address?

 Yes, That is possible. You can specify a different delivery address (to the invoice adress) during the checkout,.

 When will my order be delivered?

 Click our shipping page  for an overview of the delivery time. Please note, that delivery duration can vary due to customs and other cicrumstances outside the control of Holland Super Store.

Delivery takes a long time and my order has still not arrived. What should I do?

All packages are sent through POSTNL. The mentioned delivery time is an indication, no guarantee. Please note that packages can be up to unexpected delays, outside the control of Holland Super Store.Depending of the destination relative to the Netherlands, please wait a few days or weeks before contacting us. If possible the track-and-trace information can be found at the order details of your account page.

If the package is somehow lost in transit, you are entitled to a refund. PostNL will have to agree that the package is no longer en route.

If the package is not cleared by your local customs, Holland Super Store is not able to refund you. 

What happens when items do not pass customs?

Holland Super Store is not liable for any item that does not pass customs. owever, we frequently check the regulations of countries we ship to. Please check your own customs for the latest regulations on black-listed products. If a package is not cleared by your customs, you will not be refunded by Holland Super Store. So despite our effort to ensure we are up-to-date with our information about your local regulations, please verify your order with your local legislation.

Other

 I have a tip.

 We look forward to hearing from you. If you have sugestions, for instance in products you would like to see in our store. Please let us know. Use our contact form to inform us.

 I have a complaint.

Not happy with our service? This can happen, despite our effort to satisfy your needs. Use our contact form to inform us of your complaint and we will act upon your complaint.