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Customer support

1 General

1.1 I sent an e-mail. When will I get a response?

During opening hours you can receive a response from us within 2 hours.

1.2 How can I complain?

It is annoying if you have a complaint about the service you have experienced it. Nevertheless, we kindly ask you send your complaint to the customer service. This is possible by email, regular mail or telephone. Our customer service representatives will review the complaint and try to resolve the complaint to everyone's satisfaction.

Upon receipt of your complaint you will receive a confirmation. We will handle your complaint within 14 days of receipt. If we need more time we will inform you about this.

1.3 What are your business hours?

Monday to Friday from 09:30 to 17:30

1.4 Are you open on public holidays?

No, we are closed on the following public holidays: New Year's Day, Good Friday, 1st Easter Day, 2nd Easter Day, King's Day, Ascension Day, Pentecost 1st, 2nd Whitsun Day, 1st Christmas Day, 2nd Christmas Day.

1.5 Are the prices on the web shop including or excluding VAT?

The prices in the shop are shown exclusive of VAT.

1.6 You also do repairs?

No, we do not do repairs.

1.7 What are your contact details?

DutchSpares B.V.
Bolderweg 72 F
8243 RD Lelystad
The Netherlands


Phone: +31 (0) 320 820 994
Email: [email protected]



2 Business to Business | B2B

2.1 Can I ship my orders directly to my customer?

Yes that is possible. You must fill in the delivery address of your customer when you placing the order as well a short message to us in the comments box.

2.2 How can I get a quote?

The best way to do this, is to send an e-mail with your request.

2.3 You also have to franchising, partner or affiliate programs?

No, not at this moment.

2.4 I want to pay by invoice, is that possible?

Yes. (pay by invoice 14 days external company BILLINK and Afterpay, NL customers only)

Pay by Invoice up to an amount of € 2500, - incl. VAT. The approval or rejection is determined by BILLINK but with clever technology, Billink allow at least 85 to 90% of all orders. Each order will be checked and depending on various factors it will be approved or rejected.

2.5 Can I buy from you if my company is located in foreign countries?

Yes that is possible. Attention !: to buy without Dutch VAT (for countries within the Europian Union), we must receive a valid VAT number. Countries outside the Europian Union can always buy without Dutch VAT.

3.1 Can anybody order at DutchSpares?

No, only business customers can order from us.
Are you a consumer? You can always order at our B2C webshop:

3.2 In what ways can I order?

Basically, you need to place your orders via our webshop. If a product is not available at the shop, you can indicate this by e-mail and order.

3.3 Can I change my order after I placed it through the web shop?

In some cases this is possible, but you should always first contact with us!

3.4 Can I cancel my order after I placed it through the web shop?

Yes, this is possible if the order has not been sent.

3.5 How do I know my order is received in good order?

After each successful order, you will receive a confirmation email.

3.6 Are the products in your web shop original from manufacturer?

In principle, all products on our web shop are original. However, sometimes there are alternative products that perform as well. In this case it is always clearly indicated by the relative product with the word "compatible".

3.7 How do I know if a product is in stock or not?

You can see it in the top right of relevant product page near "Availability".



4 Payments

4.1 How can I pay?

By clicking on the link, you can view all of our payment methods:

4.2 What is your account number?

Our account details are: IBAN: NL10 INGB 0008 5240 06, BIC / SWIFT: INGBNL2AXXX, Bankaccount holder: DutchSpares B.V.

4.3 Is there a minimum order amount?

We have a minimum order amount of € 30.00 excl. VAT.



5 Shipping

5.1 What are the shipping rates?

For a complete overview please visit this page:

5.2 What are the delivery times?

If you order before 17:00 CEST+2 / 17:00 CET +1
Your order will be shipped the same day (excluding Saturdays, Sundays and public holidays).


5.3 How do you pack the orders?

We pack all orders very carefully and to avoid damage during transport.

5.4 Can I track my sent ordert?

Yes, for this you will receive a special link in your shipping confirmation.

5.5 Which courier you use to ship orders?

We collaborate together with PostNL & UPS.

5.6 Can I set a different delivery address?

Yes that is possible. You have to fill in the delivery address when placing an order.

5.7 Can I pick up my order?

Yes, that is possible. During our business hours (Mon to Fri 09.30 - 17.30) you can pick up your order without an appointment if your orders is paid already.

5.8 I have received my package damaged. What to do?

When you receive a damaged package, please contact us directly and also take and send a clear picture of the damage to us without opening the package. Wait for further instructions.

5.9 What if specified delivery time is not met?

When communicated delivery times are not met you will be informed in time about it.

5:10 I have not received my order. What now?

Please contact us if you have a paid order still not received after a few days (after receipt of the shipping confirmation).

5:11 Should I pay shipping costs again for multiple orders per day?

No this is not necessary if you have selected your first paid order for a package and not a regular airmail post. At your next order you need to select "Add to my last order which already paid a shipping method selected." as shipping method.

5:12 Can I receive my order on a desired date?

Yes this is possible. You can fill in the comments box during checkout.

5:13 What happens to my package if I'm not home?

If you are not home at delivery it might happen that your package is delivered to the neighbors. Otherwise the courier will come again the next business day. You always have to receive note about it in your mailbox.



6 Returns & Warranty

6.1 What is your return policy?

We refer you to our page:


6.2 Have I got warranty on the products purchased by me?

Yes, you always have warranty on the products you bought. The warranty period varies per product and it is always indicated on the product page. For a detailed explanation of this, please go to our page:


6.3 Can I buy additional extended warranty?

No, that's not possible.



Do you still have any questions?

Our customer service is ready for your questions!

Contact via  
Phone number +31 (0)320 820 994
Whatsapp Chat +31 628 652 468
E-mail [email protected]







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