Frequently Asked Questions
1. Is there any minimum order quantity, I need to purchase?
2. In which areas can ekirana.nl deliver?
3. When will be my order dispatched?
4. How long does it take to have my order delivered?
5. How much are your shipping charges?
6. Can I pick up my order?
7. How do I make Payment?
8. Do I need to have account on paypal to make the payment?
9. Can I use my Indian or non-Dutch Credit card on your website for making payment?
10. Can I Track my order?
11. What if I am not home at the time of delivery, what happens to my order?
12. Can I have evening or weekend delivery?
13. Can I return any item?
14. What is the return procedure?
15. Can I place an order on phone?
16. My goods are damaged in transit, how should I notify the damage?
17. What about the safety of my personal details?
18. Can my invoicing address and shipping address be different?
19. How can I make suggestion/complaint?
1. Is there any minimum quantity I need to purchase?
A) No, there is no minimum quantity limit for order.
2. Which areas can you deliver?
A) We can deliver any home or office address in The Netherlands, Belgium, Germany, Luxembourg, France and Denmark. However, we can not deliver to a PO Box or an APO.
3 When will be my order dispatched?
A) If your order is completely submitted and your payment is approved by the payment gateway before 12.00 pm on working day (M-F), we ensure that they are dispatched on the same day. The orders received after this time, shall be dispatched on the next working day. Orders can not be dispatched on Sunday and Dutch and Belgian national holidays.
4. How long does it take to have my order delivered?
A) After your order is dispatched, you can expect your order delivered on the next working day (Mon-Sat in Netherlands). We take pride in delivering your order as early as possible, however in some unforeseen situations, it may take maximum up to 3 working days.
In Belgium (Vlaanderen): PostNL shall make three delivery attempts on consecutive days from Tuesday to Saturday between 9.00-20.00. If you do not receive the packet, it is returned to us. It is not possible to schedule the delivery at the moment. However, for we can plan Saturday delivery, please place your order by Tuesday for Saturday delivery.
In Belgium (Wallonie): PostNL shall make three delivery attempst on consecutive days from Monday to Friday. There's no Saturday delivery possible in the Wallonie area at the moment.
In Denmark, PostNL shall make three delivery attempts on consecutive days from Monday to Friday between 9.00-20.00. It is possible to schedule the delivery of the subsequent attempts after first attempt.
5. How much are your shipping charges?
A) Shipping charges depend upon your order amount. The shipping rate slabs are shown here (click this link).
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6. Can I pick up my order?
A) Yes, you can choose to pick up your order by yourself (M-F: 15.00-17.00). However a prior appointment is a must. Please call at 0624385201 to make an appointment.
7. How do I make Payment?
A) There are four payment options- with Credit card (Paypal), iDeal, Mister Cash and direct bank transfer (from your internet banking). As our extended offer to our customers, we do not charge the transaction costs of credit card or iDeal transactions. For more information, please look into Ordering and Payment section.
8. Do I need to have account on PayPal to make the payment?
A) No, there is no need to have a separate PayPal account for using credit card via PayPal gateway. However, if you already have a PayPal account, you can use your PayPal login instead of creating a separate login on our site. In either of the cases, you remain on a secured server (SSL) connection and therefore your personal information remains encrypted.
9. Can I use my Indian or non-Dutch/non-Belgian Credit card on your website for making payment??
A) Yes, It is possible to use your Indian or non-Dutch credit card on our website via PayPal gateway. For more information, please visit our Ordering and Payment section.
10. Can I Track my order?
A) Yes, of course. Soon after your order is shipped, you will receive a confirmation email with invoice and an online tracking number. Which you can use to track or reschedule your packet.
11. What, if I am not home at the time of delivery, what happens to my order?
A) In Netherlands: our courier (Post NL) shall try to deliver it to your neighbours first. If that is not possible, you will receive a note in your mailbox stating the date and expected time for second delivery attempt. If the time is not suitable for you, you can reschedule the delivery by logging into https://mijnpakket.postnl.nl/ or alternatively calling them (http://www.postnl.nl/voorthuis/klantenservice/vraag-consument.aspx). If you are not available at the second delivery, your packet is delievred to the nearest post office where you need to pick it yourself. You would need to carry a Dutch ID (driving license, residence permit etc.) to collect the package. If you don't pick the packet in 3 weeks, it is returned to us.
In Belgium (Vlaanderen): PostNL shall make three delivery attempts on consecutive days from Tuesday to Saturday between 9.00-20.00. If you do not receive the packet, it is returned to us. It is not possible to schedule the delivery at the moment. However, for we can plan Saturday delivery, please place your order by Tuesday for Saturday delivery.
In Belgium (Wallonie): PostNL shall make three delivery attempst on consecutive days from Monday to Friday. There's no Saturday delivery possible in the Wallonie area at the moment.
In Denmark: PostNL shall make three delivery attempts on consecutive days from Monday to friday between 9.00-20.00. If you are not home, the delivery person shall leave a note in your postbox including a code on this note and try to make a delivery attempt on the next day.
12. Can I have evening or weekend delivery?
A) At this moment, we can only deliver between 8.00AM till 18.00 PM on working days and between 8.00 AM till 16.00pm on Saturday in The Netherlands.. There will be no delivery on sunday.
In Belgium (Vlaanderen): PostNL shall make three delivery attempts on consecutive days from Tuesday to Saturday between 9.00-20.00. If you do not receive the packet, it is returned to us. It is not possible to schedule the delivery at the moment. However, for we can plan Saturday delivery, please place your order by Tuesday for Saturday delivery.
In Belgium (Wallonie): PostNL shall make three delivery attempst on consecutive days from Monday to Friday. There's no Saturday delivery possible in the Wallonie area at the moment.
In Denmark: PostNL delivers from Monday to Friday.
13. Can I return any item(s)?
A) Yes. All item(s), if unopened and in their original packaging can be returned within 7 days. For more information about returning, please refer to our Shipping and Return section.
14. What is the return procedure?
A) If you would like to return items, please inform us by email. Please send the items in the original packing, unopened within seven days after the order is delivered. We shall refund you the complete amount of the item. For more information, please look into the Shipping and Return section.
15. Can I place an order on phone?
A) No, it is not possible to place the order on phone. You can only place an order via our website. However, if you have any questions, please feel free to the number shown in the Contact Us section.
16. My goods are damaged in transit, how should I notify the damage?
A) Please inform us by email and we would like to assist you in the matter in a best possible manner.
17. What about the safety of my personal details?
A) Security of our customers details is a key priority for us. We do not sell or share any information related to customers to third parties for advisement or any other purpose. Please refer to Privacy and Security section for more information.
18. Can my invoicing address and shipping address be different?
A) Yes, your invoicing and shipping address can be different, however the delivery address must be in the Netherlands.
19. How can I make suggestion/complaint?
A) We take your complaints and suggestions very seriously and would like to ensure you for a satisfactory resolution of your complaint. Please write us at rasadmin@ekirana.nl.