Shipping and returns
Shipping and transport
Transport within the Netherlands and Belgium for large and/or heavy products, very fragile items, or products that need to be installed is usually handled by our own delivery service. This allows us to personally ensure that everything arrives at its destination in perfect condition. Smaller items and maintenance products are shipped through one of our logistics partners.
Within the rest of Europe, the best solution is always determined in consultation. In most cases, this involves road transport via one of our regular and trusted partners.
For transport outside Europe, a quotation can be requested. We will then determine the most suitable and cost-effective transport method. In most cases, especially for larger volumes, sea freight is chosen.
At our premises, sea containers are loaded as efficiently as possible via our own loading dock. The container is then transported by a container carrier.
An alternative is rail freight. Rail forms an essential link, enabling orders to reach their destination quickly. These containers are also loaded by us.
For urgent shipments, transport is carried out by air. In such cases, we ensure that products and materials are packaged according to the carrier’s rules and conditions. Naturally, we also make sure that all customs documents are in order.
Depending on the status of your order, the delivery address may still be changed in some cases. Please contact us via the contact form to arrange this.
No problem. We will make sure the materials are ready for collection on the agreed day.
Returns
Because we work with historical and unique building materials, orders can only be returned if we have given prior written approval. Please always contact us first before sending anything back.
Returns sent without our written approval will not automatically be accepted.
We will receive the shipment, but this will be:
- at your own risk and expense, and
- without acknowledging that any complaint is justified.
We will store the product for you until you collect it or until we agree on a next step.
Always check immediately upon delivery whether the correct number of products has been received and note any discrepancies straight away on the delivery note or proof of receipt. If there is a hidden defect that was not visible at the time of delivery, it must be reported to us within 14 days of receipt, including a clear description of the issue.
Please note: once materials have been fully or partially processed, the right to make a complaint expires and returns are no longer possible. Only after our assessment can we determine whether a return, replacement, or refund can be offered.
Our materials are authentic and often have already lived a long life. As a result, they may show natural variations, such as differences in colour and texture, small cracks, and signs of age or use. This is entirely part of the character of historical building materials and makes each piece unique.