Service questions

Customer service

You can find the fastest answer to your questions below.

Delivery and collection options

Can I pick up my order at a physical location?

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.

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.

I haven't received my package (yet), what can I do?

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 have received a shipping confirmation, check the track & trace link or the tracking number of your package. This allows you to follow the status of your delivery and see where your package is located.
    Link to Track & Trace Information from PostNL:
    PostNL Track & Trace

  2. Check delivery period: Check the estimated delivery period of the product that you received with your order. Sometimes it can take a little longer than expected due to unforeseen circumstances.
  3. Consult neighbors or family members: Ask your neighbors or family members 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 have not received it, please contact the carrier directly (eg PostNL, DHL, UPS) to report the problem. They can often offer more information about the delivery.
  5. Contact us: If the above steps do not offer a solution, please contact us via [contact details], so that we can assist you further. We will do our best to solve the problem for you as quickly as possible and to ensure that you receive your order.

We apologize for the inconvenience that this can cause and appreciate your patience while we work together to find a solution.

With which sender is my package sent?

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

Do I have to pay shipping costs?

No, if your order has a total amount of 40 euros or more and you are in the Netherlands, Germany or Belgium, no shipping costs will be charged. Free shipping is available for orders above this amount.

For orders with a total amount below 40 euros, a fixed rate of 6.95 euros in shipping costs is added. These costs ensure that your order is delivered to you safely and on time.

Please note that these shipping costs apply to orders within the Netherlands, Germany and Belgium. Other rates may apply to international shipments, depending on the delivery address.

How quickly will my order be sent?

For the Netherlands and Belgium: if you order on a working day before 11 p.m., your order will be sent the next day. Orders placed during the weekend will be processed on Monday.
For Germany and France: the delivery time varies from 1 to 3 working days depending on the location and timing of the order.

Can I follow my package?

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

Does EV Poll Europe also deliver internationally?

Yes, we ship orders throughout Europe. The shipping costs are calculated when paying and depend on the destination.

Return

Can I also exchange my product?

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. 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.

What happens after I have registered my return?

After you have completed and sent the return form, you can expect that it will take an average of three working days before you receive a response from us. If we need more information, we will contact you via e-mail. If your return request is immediately approved, we will also inform you via e-mail.

Once your return request has been approved, the amount will be refunded to your bank account number within five working days as soon as we have received the return. We strive to ensure that this process runs as fast and efficiently as possible, so that you will receive your reimbursement soon.

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

How can I register a return?

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://www.retourneren.nl/evplug.
  2. Confirmation of your return request:
    After you have submitted the return request, you will receive an e-mail for confirmation. In this e-mail you will find a link to the status of your application. Keep an eye on the status, because you do not receive a separate approval email. The approval of your return request can be seen in the status. Check this regularly.
  3. Response to your application:
    Within three days you will receive a response to your request. If the return request has been approved, you can create a return label to return the product.
  4. Reimbursement:
    After we have received the return, the 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.

Guarantee

How does the warranty process go

With us we strive for the highest quality of products and services. If you want to make a warranty claim, follow these steps:

  1. Register your warranty claim:
    Fill in our warranty form via the following link: Guarantee form. Make sure you have the proof of purchase and a detailed description of the problem at hand.
  2. Assessment of your warranty claim:
    Our team will assess your warranty claim and analyze the nature of the problem. If necessary, we can request additional information or images of the defective product.
  3. Approval of the warranty claim:
    If your warranty claim is approved, you will receive instructions on how you can return the product to us for inspection. Make sure the product is well packaged to prevent damage during transport.
  4. Inspection and repair/Replacement:
    After receipt, our technical team will thoroughly inspect the product. Depending on the nature of the problem, the product is repaired or replaced. We strive to complete this process as quickly as possible.
  5. Return or replacement:
    As soon as the repair is completed whether the new product is ready for shipment, we will send it back to you. If the product is replaced, the new product will be sent to you according to the standard delivery times.

Keep in mind that the warranty period can vary depending on the product. Detailed information about the warranty conditions of specific products can be found on our website or in the included guarantee documentation.

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

Pay

Which payment options do you accept?

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

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

Keep in mind that the availability of these payment methods can vary depending on the country in which you are. When paying, the available payment options for your specific location are displayed, so that you can pay safely and easily.

As a business customer, can I shift VAT from Belgium?

Yes, as a business customer from Belgium you have the option of making VAT purchases. To make use of this, enter your VAT number and a valid e-mail address on the shopping basket page during checkout. Once you have entered this data and continue to the final step of the checkout process, the total amount is automatically corrected, whereby the VAT is shifted.

This means that you as a business customer do not have to pay VAT on your purchase. We will handle the VAT shed procedure for you. If you have any further questions about the VAT shifted to make purchases or if you need help during the checkout process, do not hesitate to contact us. Our team is ready to assist you and to ensure that your purchase runs smoothly.

Commercial

Can I also order as a business customer?

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 companies
  • Installers
  • Wholesalers
  • Car rental companies

Business customers can request an account from us to gain access to the B2B portal, where they can enjoy discounts as standard and benefit from scale discounts. This makes it easier and cheaper to order in larger quantities and supports customized business needs.

For more information about our business services and to see how you can take advantage, visit our business information page. If you want to request a business account, fill us up Application form for a B2B account in. Our customer service team is ready to help you with a smooth and efficient purchase experience.

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Contact

Our customer service is open on working days until 5:00 pm