Customer service

Yes, this is possible. You can pick up your order on workdays at our warehouse in Ridderkerk. Here are the available times for picking up your order:

• Between 09:00 - 11:00
• Between 16:00 - 20:00

Our warehouse is at the following address:
Schillingstraat 7, 2988 CT Ridderkerk.

One of our warehouse staff is ready to hand over your package to you.

As an extra service you will receive an e-mail as soon as your order is ready for collection, so that you will stay informed of the status of your order.

If you have any questions about picking up your order, do not hesitate to contact us. We are happy to help you further.

We understand that it can be annoying if you have not received your package. To solve this problem, we recommend following the following steps:

1. Check the Track & Trace information: If you received a shipping confirmation, check the Track & Trace link or tracking number of your package. This will allow you to track the status of your delivery and see where your package is.
   Link to Track & Trace information from PostNL:
   PostNL Track & trace
   
2. Check delivery time: Check the estimated delivery time of the product you received with your order. Sometimes it may take a little longer than expected due to unforeseen circumstances.
3. Consult neighbors or family members: Check with your neighbors or family members to see if they may have accepted the package for you. The delivery person may have delivered it to a neighboring address.
4. Contact the carrier: If the Track & Trace information indicates that the package has been delivered, but you still haven't received it, contact the carrier (e.g. PostNL, DHL, UPS) directly to report the problem. They can often offer more information about the delivery.
5. Contact: If the above steps do not provide a solution, please contact us at [contact details] so that we can further assist you. We will do our best to resolve the problem for you as quickly as possible and ensure you receive your order.

We apologize for any inconvenience this may cause and appreciate your patience as we work together to find a solution.

Your parcels will be sent via PostNL for deliveries within the Netherlands, Germany and Belgium and DPD for deliveries within France. PostNL is known for their reliable and efficient delivery service in these countries. Once your order has been shipped, you will receive a shipping confirmation with tracking information so you can track the progress of your delivery. If you have further questions about the shipping of your package, please do not hesitate to contact us. We will be happy to assist you further. For more information about PostNL Track & trace, please click here: PostNL Track & trace

We offer free shipping within the Netherlands and Belgium for orders above €40. For orders below this amount, we charge a shipping rate of €6.75. This rate also applies to orders to Germany and France. Exact shipping costs for other destinations will be calculated at checkout.

For the Netherlands and Belgium: If you order on a business day before 11 p.m., your order will be shipped the next day. Orders placed over the weekend will be processed on Monday.
For Germany and France: Delivery time varies from 1 to 3 business days depending on the location and timing of the order.

Yes, once your order has been shipped, you will receive a shipping confirmation with a track & trace code that allows you to track the progress of your delivery. We use PostNL for deliveries within the Netherlands, Germany and Belgium, and DPD for deliveries in France.

Yes, we ship orders throughout Europe. Shipping costs are calculated at checkout and depend on the destination.

The direct exchange of a product is not possible. If you have an approved return request, you will receive your money back within five working days after receiving your return. With that repaid amount you have the freedom to place a new order. You can also choose to place a new order immediately after your return request has been approved. In this way you can quickly receive the desired product without having to wait for the reimbursement. If you need help with placing your new order, we are always ready to assist you.

You can easily register a return via our return portal. Follow the steps below:

1. Register here:
   Go to our return portal via the button below or go to https://evplug.returnless.com.
2. Reimbursement:
   After we have received the return, the purchase amount will be refunded within five working days to the same account with which you have paid. Keep in mind that we can only refund the amount if the product has been received in good order.

If you have further questions about the return process, do not hesitate to contact us. We are ready to assist you and ensure that your return shipment is handled smoothly.

Traces of use

When a product is no longer in new condition and shows traces of use, we charge a reimbursement of 15% of the product value.

Loss of accessories

In the case of missing accessories, such as parts or instructions for use, a reimbursement of 10% of the product value will be charged.

Significant damage

For products with considerable damage or functional problems, costs up to 50% of the product value can be charged, depending on the severity of the damage.

Incorrect use or installation

In the event of returns that are the result of incorrect use or installation, costs for research and repair of € 60 per hour can be charged.

At our company, we strive to provide the highest quality products and services. If you wish to make a warranty claim, please follow these steps:

1. Report your warranty claim:
   Complete our warranty form using the following link: Warranty Form. Be sure to have your proof of purchase and a detailed description of the problem handy.
2. Assessment of your warranty claim:
   Our team will assess your warranty claim and analyze the nature of the problem. If necessary, we may request additional information or images of the defective product.
3. Approval of warranty claim:
   If your warranty claim is approved, you will receive instructions on how to return the product to us for inspection. Make sure the product is properly packaged to prevent damage in transit.
4. Inspection and repair/replacement:
   Upon receipt, our technical team will thoroughly inspect the product. Depending on the nature of the problem, the product will be repaired or replaced. We strive to complete this process as quickly as possible.
5. Return or replacement:
   Once the repair is completed or the new product is ready for shipment, we will ship it back to you. If the product is replaced, the new product will be shipped to you according to standard delivery times.

Please note that the warranty period may vary depending on the product. Detailed information about the warranty conditions of specific products can be found on our website or in the warranty documentation provided.

If you have further questions about the warranty process or if you need assistance in making a warranty claim, please do not hesitate to contact us. We are ready to assist you and ensure that your warranty claim is handled smoothly.

We offer a guarantee on all our products for a period of 2 years From the purchase date. During this period we are responsible for defects that arise from manufacturing errors and materials. We ensure free repair or replacement of your product. Read more about our guarantee cover here.

We offer several payment options to make it as easy as possible for you to pay for your order. The accepted payment methods vary by country, but in general you can pay with us with:

• Apple Pay
• Google Pay
• iDeal
• PayPal
• Klarna
• Credit card (Visa, Mastercard, American Express)
• BanContact
• Sofort
• Shop Pay

Please note that the availability of these payment methods may vary depending on the country you are in. At checkout, the payment options available for your specific location will be displayed so you can pay safely and conveniently.

Yes, as a business customer from Belgium you have the option to make VAT reverse charge purchases. To use this, enter your VAT number and a valid email address on the shopping cart page during checkout. Once you have entered these details and proceed to the final step of the checkout process, the total amount will be automatically corrected, with the VAT transferred.

This means that, as a business customer, you will not have to pay VAT on your purchase. We will handle the VAT reverse charge procedure for you. If you have any further questions about VAT reverse charge purchasing or need assistance during the checkout process, please do not hesitate to contact us. Our team is ready to assist you and make sure your purchase goes smoothly.

Yes, we offer specific services for business customers through our B2B portal. Our business services are ideal for various customer segments, including:

• Car dealers
• Car dealerships
• Installers
• Wholesalers
• Car rental companies

Business customers can request an account with us to access the B2B portal, where they can enjoy standard discounts and take advantage of quantity discounts. This makes it easier and more economical to order in larger quantities and supports customized business needs.

For more information about our business services and to see how you can benefit, visit our business information page. If you would like to apply for a business account, please fill out our B2B account request form . Our customer service team is ready to help you have a smooth and efficient purchasing experience.