Frequently asked questions
Ordering
You can cancel an order as long as it has not yet been processed, assembled, collected, or scheduled for transport. We kindly request that you always submit cancellations in writing by email, stating your order and customer number.
To avoid misunderstandings, we apply a maximum cancellation period of 14 days after placing your order, provided the materials have not yet been processed or prepared.
Please note:
- Once the order has been assembled, selected, packed, or prepared for transport, it can no longer be cancelled free of charge.
- Custom work, specially selected batches, or orders assembled on request cannot be cancelled.
- If your order has already been scheduled for transport, the incurred transport and handling costs will be charged.
Has your order already been paid?
If applicable, we will refund the amount within 5 working days after your cancellation has been confirmed.
We recommend that you contact us in good time if you are unsure, so we can think along with you and help prevent unnecessary costs.
Payment options
We support the following payment methods:
- iDEAL
- Apple Pay
- Google Pay
- Mastercard
- VISA
- PayPal
For orders that are collected or delivered, payment must be completed in full before we prepare the materials or schedule transport. We recommend paying in time to avoid delays.
Do you have questions about payment or would you like advice when completing your order? Please feel free to contact us — we’re happy to help.
Do you have questions about payment or can’t quite figure it out? Feel free to contact us via
info@achterhuis.nl
or by phone at
+31 (0)13 511 1649.
We’re happy to help.
Warranty & Repairs
ur materials are antique, natural, reclaimed, or timeworn and are sold in their existing condition, “with all imperfections”. This means that colour differences, wear, variations in size and shape, or traces of use are characteristic of the materials and are not grounds for warranty or claims.
After receiving your order, you must inspect the goods within 24 hours for visible deviations such as quantities, sizes, or colour. Any remarks must be reported in writing by email within this period.
Processing or installing the materials counts as acceptance, after which claims are no longer possible.
Because our materials are unique and often used, we cannot offer any warranty on wear, movement, natural material behaviour, or signs of use.
If you have doubts or would like advice in advance, please feel free to contact us — we’re happy to think along with you.
Our materials are antique, natural, reclaimed and timeworn. Irregularities in colour, size, shape or surface are often part of the character of the material and do not constitute a defect.
Do you still believe there is an issue? Then check your order within 24 hours of receipt and report any visible damage or shortages in writing by email to info@achterhuis.nl, stating your order number. Always include clear photos so we can assess your report correctly.
Please note:
- Processing, installing or further working the materials counts as acceptance, meaning complaints are no longer possible after processing.
- Because our materials are timeworn and unique, we cannot offer any warranty on natural movement, wear, or signs of use.
We’re happy to help. If you are unsure, please contact us so we can advise you and help prevent misunderstandings.