Frequently Asked Questions

For companies within the E.U. (excluding the Netherlands), it is possible to buy VAT-free if you have a valid VAT number.

You can also pick up the ordered products in our warehouse.

Address:
Voltaweg 8 A
5993 SE  Maasbree
The Netherlands

Opening hours:
Monday to friday from 8.00-16.00
Saturday from 8.00-12.00

If you have received a damaged or defective product, please send an email to service@fivestartrading-holland.eu with the following information:

• the order number;

• a clear description of the damage or defect to the product;

• one or more photos of the condition in which you received your order or product, to prove the defect or damage. The damage or defect must be clearly visible in at least one photo. After receiving the photos, we will offer you a suitable solution as soon as possible.

If your received order is incomplete, we advise you to send an e-mail to service@fivestartrading-holland.eu with the subject ‘Order incomplete’ or to contact us via our contact page. Mention the relevant order number and we will investigate your incomplete order as soon as possible.

If you have not received your order, we advise you to consult the Track&Trace details of the order. Please contact us if the Track&Trace data shows incorrect information. Our delivery partner will then investigate the status of your order and we aim to provide you with the outcome of the investigation within 5 working days. If you still receive your order in the meantime, we would like to hear from you.

If your order is returned to our warehouse for any reason, an automatic return process will start and the amount paid will be refunded to your account within 5 to 10 working days. If you wish to receive the order again, we advise you to place a new order.

If you accidentally entered an incorrect address when placing your order and the order has already been transferred to our delivery partner, you can adjust the delivery details yourself. As soon as you have received the Track&Trace details of the order, you can choose a new delivery option.

If you are not able to pick up your order at the incorrect or adjusted house number, we advise you to have the order delivered to a collection point. If the order is not collected within 14 working days, the order will be returned to us. You will receive a confirmation by e-mail and the refund of the paid amount will take place automatically.

Our delivery partners deliver our orders to the delivery address specified by you. The conditions of DPD apply to this.

After a failed delivery attempt, the parcel deliverer will leave a message in the letterbox and you will receive an e-mail informing you that the postman has failed to deliver the order and that the order will be delivered to a service point in your area.

As soon as your order has been handed over to our delivery partner and is on its way to you, the Track&Trace status will change. We advise you to consult your Track&Trace data again at a later time.

If you have not received a confirmation by e-mail, we advise you to first check your advertising or spam inbox. If you placed the order with a registered account, you can find the placed order in the menu item “Orders”  on your My Account page.

If you still have not received an order confirmation email one hour after placing the order or if the order has not yet been registered in your personal account, please send your IBAN details and a copy or screenshot of the bank statement to service@fivestartrading- holland.eu with the subject ‘No confirmation’ and we will investigate the status of your order as soon as possible.

If you have not received a response from us after two working days, check whether the paid amount has been refunded to your bank account. If this is the case, the order has not been successful in our ordering system by mistake and we advise you to place the order again.

We work from Monday to Friday. If your order has been processed administratively, the status of the order will be shown as “closed”. Processing your order can take 3-5 business days. This depends on the time you ordered, the available stock of the product and the number of orders we have to process. If you order on Friday evening, your order will be processed on Monday at the earliest. Mondays and Tuesdays are always busier. We have most products in stock. However, it is possible that a product is temporarily out of stock. If this takes longer than 5 days, you will be informed by us.

On average, we deliver all packages within the European Union in 5-10 working days.

We cannot fully guarantee that the order will be delivered within the chosen time frame because we depend on our delivery partner DPD for this. For up-to-date information regarding the delivery of your order, we advise you to consult the Track & Trace data of the order. This is only possible once your package has been received by the DPD depot and scanned there. You can make a possible change of address on the same site.

You will automatically receive an invoice. This will be sent to the e-mail address you used with your order. Didn’t receive an invoice? Please check your junk e-mail box.

We deliver to all countries within the European Union. For web shops it is mandatory to invoice the VAT that is valid in the country of the recipient. Our shop does not recognize to which country the goods are sent. This is only clear once you have entered your shipping address. Therefore, VAT and shipping costs are only calculated at the end of your order.

By default, the billing address is used as the shipping address. If you want to have it shipped to a different address, click on “proceed to checkout” during the ordering process. On this page, click on “ship to a different address” and enter the shipping address. If you want to save more than 1 shipping address, you can choose “add new address” in the first bar.