Frequently Asked Questions

Do you have any questions?  Consult the frequently asked questions and answers below. Do you miss a specific question and answer? Please contact our customer service.

Your payments Your payments

The acquisition by Koninklijke Paardekooper Group naturally involves administrative changes, especially as regards invoicing. Allow us to explain how this will work.

  • If you are used to purchasing on account, you can still do this with Dillewijn Zwapak and Dillewijn Alflora. However, the bank account number of Royal Paardekooper Group should now be used. IBAN number: NL72RABO0375985018 in the name of Rabo Factoring regarding Dillewijn Zwapak BV. This account number will now appear on invoices.
  • For customers paying by direct debit, it is not necessary to issue a new direct debit mandate. The old mandate issued on behalf of Dillewijn Zwapak remains valid. The direct debits will be credited to the aforementioned bank account number with the new payee ID: NL26ZZZ170465060163.

How do I log in to the new webshop? How do I log in to the new webshop?

You can log in to the new webshop with your current data. After logging in for the first time, you will immediately be asked to change the password. In this way we were able to migrate this personal data securely.

In the new webshop we ask for an e-mail address everywhere, so no longer a username. The username will still be available in the background for a while, but it will be phased out. This way, everyone uses a unique email address to log in with, which is important for security reasons.

Dillewijn Zwapak

How can I get in touch with Dillewijn Zwapak? How can I get in touch with Dillewijn Zwapak?

Dillewijn Zwapak can be easily contacted through our customer service via the contact form, chat or by telephone +31 (0)88 7354111. We can be reached on workdays between 8:00 am and 5:00 pm. Messages can be left outside these times; We will then contact you as soon as possible the first workday after your message.

I have a question about the webshop I have a question about the webshop

For any questions about the web shop, please contact our customer service via the contact form, chat or by telephone +31 (0)88 7354111.

Branch opening hours Branch opening hours

Click here to see the opening hours of our branches, showroom and to view our head office.

Branch contact details Branch contact details

Click here for the contact details of our branches, showroom and the head office.

What happens to my personal details? What happens to my personal details?

Your personal details are registered in our database according to the provisions of the applicable privacy legislation. Read our Privacy Policy for more detailed information.

Would you like to become a Dillewijn Zwapak customer?

How can I become a Dillewijn Zwapak customer? How can I become a Dillewijn Zwapak customer?

You can simply register as a customer using our registration form. Click here to go to the registration form. Your personal login details will be forwarded to you within one working day after your registration.

When can I expect to receive my codes? When can I expect to receive my codes?

We will forward your personal user name and login code to you via e-mail the workday after your registration. Please do not forget to also check your spam box regularly. It could be that the mail server classes the mail as spam.

I have not received my codes I have not received my codes

Your personal user name and login code is forwarded via e-mail the workday after your registration. However, if you have not received them; check your spam box. The mail sever could class it as spam. If you have still not received them, please contact our customer service via the contact form, chat or by telephone +31 (0)88 7354111.

Do I have to register before I purchase a product? Do I have to register before I purchase a product?

Only registered customers can purchase from our web shop. Register now to place an order directly. We will forward your personal login details within one working day after your registration. Already registered? Click on "login" to log in directly.

I have forgotten my password I have forgotten my password

No worries, simply request a new password. Click here and use your user name to request a new password.

I have forgotten my user name I have forgotten my user name

No problem, simply click here and request to have your user name sent again using your e-mail.

Can I change my personal password? Can I change my personal password?

It is possible to change your personal password under "my details" in "my account". Log in with your personal login details to change your login. You can change both your username and your personal password.

My details are changed My details are changed

Please contact our customer service via the contact form, chat or by telephone +31 (0)88 7354111 for changing customer data. The data is changed in our system. The data is also processed in your personal web shop account the workday after it is changed.

Why can Why can't I see any prices?

Prices are dependent on the quantity of purchased products. That is why we only show prices to registered customers, so register now as customer to see the prices.

My order

I have a different delivery address; how can I change this? I have a different delivery address; how can I change this?

You can specify your delivery location during the payment process. Furthermore, you can overwrite an existing delivery address. If you would like to add a delivery address to your personal account, we kindly request that you contact our customer service. Please contact our customer service via the contact form, chat or by telephone +31 (0)88 7354111.

How do I place an order? How do I place an order?

An order can only be placed with a registered account. Register now or log in with your personal login details. Orders can now be easily placed.

How do I repeat an order? How do I repeat an order?

It is quite easy to reorder earlier placed orders. Your personal web shop contains an overview of "my orders". These orders can be simply reordered by clicking on the green 'repeat button'. The products and amounts are then directly placed in your shopping cart.

How can I pay? How can I pay?

Depending on your country and language settings, we offer a range of payment options. Payments can be made via, amongst others, Ideal, Visa, MasterCard, Maestro, PayPal, Giropay and instant bank transfer. Ideal payments can only be paid by Dutch customers. Verified customers can also buy on account. Would you like to buy on account? Please contact our customer service via the contact form, chat or by telephone +31 (0)88 7354111.

Can I buy on account? Can I buy on account?

Only fully verified customers can purchase on account. Would you like to buy on account? Please contact our customer service via the contact form, chat or by telephone +31 (0)88 7354111.

I cannot pay with my credit card I cannot pay with my credit card

Payments made with your credit card are checked on a 3-D secure functionality. This function is default activated on credit cards that are registered within the EU. The 3-D secure functionality is not default activated on cards that are registered outside the EU. Please ensure that this functionality is activated so that your payment can be completely verified. For activating this, please contact your (local) bank or credit card provider.

Can I still change my order after I have paid? Can I still change my order after I have paid?

If your order has not yet been forwarded there is still time to change it. Please contact our customer service as soon as possible via the contact form, chat or by telephone +31 (0)88 7354111.

Is there a discount/discount level when purchasing large quantities? Is there a discount/discount level when purchasing large quantities?

Specific price agreements could be made in the event of the (annual) purchasing of greater product quantities. The given discount(s) are established based on turnover. If you feel you need personal contact or personalised prices, then please contact us via the contact form, chat or by telephone +31 (0)88 7354111.

I could not pay I could not pay

We will always send you a personal e-mail message when your payment has not been effected. A link will be included in this e-mail message enabling you to effect your payment again. The link refers to the overview of orders in your personal web shop account. A link enabling you to pay can be found here.

Why is a specific item delivered via pallet freight? Why is a specific item delivered via pallet freight?

Due to the nature of an item, it can be decided to deliver the item on a pallet. This is due to size, vulnerability or other article specific characteristic. A large number of these items are notified of delivery via pallet freight. This is indicated at product level and during the checkout process. Any additional freight costs are also shown during the checkout process.

Why do I pay additional shipping costs for a pallet delivery? Why do I pay additional shipping costs for a pallet delivery?

Processing and sending a pallet shipment is considerably more expensive than processing and sending shipping boxes. These costs can be (partially) settled during the checkout process of your order. You can recognize a pallet delivery by the icon and the notification during the checkout process. Pallet shipment is also reported at product level.

I have another question about my order I have another question about my order

Please contact our customer service via the contact form, chat or by telephone +31 (0)88 7354111.

Delivery

Can I request a specific date of delivery? Can I request a specific date of delivery?

It is possible to specify the date on which you would like to receive and/or pick up your order during the payment process. Of course, it is also possible to pick up your order at one of our shops and pick-up locations. Check here for all the locations of our shops and pick-up locations.

Track-and-trace, how do I keep track of my order? Track-and-trace, how do I keep track of my order?

A personal track-and-trace message will be sent after we have forwarded your order. This allows you to track your order. This track-and-trace number can also be found when you log in to your personal web shop account. Log in  to see the status of your order.

When can I expect to receive my order? When can I expect to receive my order?

We generally deliver our on-line range directly from our own stock.* Orders placed before 12 noon are, as a general rule, shipped the same day. Orders received after 12 noon are shipped the following workday. Dependent on the shipment method and the delivery address, orders are delivered to you 1-4 workdays after they have been delivered to our shipping partner. Use the track-and-trace functionality to track your order. Log in to your web shop account to see the actual status of your order.

I did not receive my order correctly, what are my options? I did not receive my order correctly, what are my options?

If your order is not correctly received (damage, defect), please contact our customer service via the contact form, chat or by telephone +31 (0)88 7354111.

Can I return my articles? Can I return my articles?

If you would like to return one or several products, we kindly request that you contact our customer service via the contact form, chat or by telephone +31 (0)88 7354111. Our customer service or your (permanent) account manager shall assess and discuss your return order with you.

Purchases in the branch or in the webshop can be returned within 8 days. Items specially ordered for you cannot be returned.

Read more about returning products here.

Brexit

What are the consequences of Brexit for my delivery? What are the consequences of Brexit for my delivery?

Click on the image to open the PDF.

DZ stroomschema Brexit webversie

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