Customer Service

Ordering is very simple. Once you have found the product you want, click on the order button. This will take you straight to the shopping basket. If you want to order several products, click on "Continue shopping". When you have finished shopping, go through the 4 steps of the shopping basket.

You do not need any login details to order, nor is it necessary to create a customer account first. This happens automatically with your first order. Of crourse, you can also checkout as a guest.

A stock status is indicated for each product. If it says "Available immediately", we have the product in stock and it will usually be shipped the same day.

Of course, you can get help with ordering. Feel free to contact us by e-mail or phone with any question. We will be happy to help.

You can order 24 hours a day, which is the advantage of ordering online. However, if you want to be sure of delivery on the next working day, we recommend ordering before 15:30. In case of urgency, give us a call immediately after placing your order. Then we can give your order some priority.

Changing an order is almost always possible, however, only until the moment the order is packed for shipment in our warehouse. From this moment on, an automatic distribution process takes effect on which we cannot intervene.

An order can always be cancelled up to the time of shipment, unless it concerns products ordered or composed especially for you. If you want to cancel an order, please send us an e-mail with the relevant order number or give us a call.

As long as your order has not been shipped, you will not be charged a cancellation fee.

All prices on our website are basically fixed prices and no additional discount is granted on them. However, if you are interested in larger quantities of the same product, please contact our customer service, we will be happy to make you a separate proposal.

You can pay at Kraakman Parts using iDEAL, PayPal, MasterCard, Visa, Maestro, or Bank Transfer.

We do not charge extra for paying for your order.

In the unlikely event that something goes wrong, you will be notified on the screen. In most situations, we have received your order, but it has not yet been paid. After we have checked your order, you will receive an order confirmation. The order confirmation contains a link to the payment provider with which you can still pay. If it goes wrong again, please contact us so we can help you further.

For all shipping costs, go to this page: SHIPPING COSTS

Do you place your order on a working day before 3:30 pm? Then your order will be processed the same day. Please allow 3 working days for delivery if the parts are in stock. If a part of the order is not in stock, the delivery time is approximately 7 working days. Use Track&Trace to know exactly when your parcel will be delivered

The moment we ship your order, we will e-mail you a shipping notification. This also contains a link to PostNL's Track & Trace, where you can easily track your order.

You can check your order status via the link in your order confirmation e-mail. Once your order has been presented by us to PostNL, you can request the status via Track & Trace. You will also find the necessary Track & Trace link in your dispatch notification e-mail.

Within the finalisation process of the order procedure, there is an option to specify a different invoice and/or delivery address. You can specify this in step 2 of the ordering procedure.

A. Bring your parcel to one of our shops (Nieuwe-Tonge or Maasdam) to return or exchange the item.
B. Bring your parcel to a Kiala or PostNL point.

1. Stick the return sticker (Kiala or PostNL, see overleaf) on the shipping box over your address.
2. Enclose the return form (this contains a barcode which allows us to recognise your shipment). You may keep the delivery note (left-hand side).
3. Keep the proof of return received at the Kiala or PostNL point.
4. As soon as we have received your return within 5 working days, you will receive an e-mail confirmation.
We will transfer the total amount, including any shipping costs, back to you as soon as possible, but always within 14 days of the dissolution of the agreement.
In case of any damage to the return shipment or an unstamped shipment, Kraakman Parts has the right to charge you for this. If there has been unnecessary damage to the product then Kraakman Parts has the option to charge the customer for this in depreciation.

Products can be exchanged or returned within 30 days. This period starts 1 day after delivery. We do assume that a product is then returned in good condition (undamaged and complete) in its closed original packaging (if reasonably possible). If you return the complete order, you will be refunded the full order amount, including shipping costs of the outbound shipment minus the return shipping costs.

Is your purchase not quite as expected or do you want a different type of product? No problem, because *returning* your package is always free of charge at Kraakman Parts. That is why we also advise you to order several products if you are unsure about the right product or size. Deliver your package to a PostNL or Kiala point, as described on your enclosed return form.

Please fill in the enclosed exchange form in full and return the items you wish to exchange along with the original box. When ordering without an account, items may be sold out in the meantime. You can always exchange your ordered products for another product of your choice in one of our shops within 30 days.

Yes, there is a small fee for this if you are not resident in the Netherlands. Please contact customer service if you wish to exchange or return a product.

Yes, you can return or exchange all unused items within 30 days. In the event of a return, you will receive a refund to the account you paid with.

You can keep a product at home for 30 days to decide whether you want to keep it. If you decide to return it, you can send it back free of charge within 30 days via PostNL or a Kiala outlet to our freepost number. If you want to cancel the contract after 30 days, you still have 14 days to do so.

Yes, you can always return and/or exchange products at one of our 2 branches/stores (Maasdam and Nieuwe-Tonge). Don't forget to bring the delivery note with you, it is your proof. If you return the goods to a Kraakman shop, the amount you paid will be refunded in the same way as you paid it.

Yes, you can always return products purchased in the shop within 30 days with PostNL or another postal/transport company. We ask that you then return the item to the shop where you also bought it, i.e. Nieuwe-Tonge or Maasdam. You are responsible for postage/receipt and the shipping costs will be charged to your account.

General contact information

Kraakman MAASDAM B.V.

Sportlaan 1A (PO Box 5443, 3299 ZG Maasdam)
3299 XG Maasdam, NL

Kraakman NIEUWE-TONGE B.V.

Langeweg 76
3244 BH Nieuwe-Tonge, NL

Do not forget to enclose the relevant invoice and your bank details so that we can transfer the amount back to your account. Please also include your e-mail address or telephone number so that we can contact you if anything is unclear. When exchanging, please state the new/alternative item number.

As an online shop, Kraakman Parts is obliged to inform you about the right of withdrawal and its conditions.

The model form for the right of withdrawal can be downloaded here: https://www.thuiswinkel.org/bedrijven/nieuws/2103/modeldocument-voor-informeren-over-herroepingsrecht

All new products have a standard one-year manufacturer's warranty. The factory warranty applies in addition to the legal warranty. Should a product break down, please contact us. Depending on the product, we will then work with you to find a suitable solution.

Used products ("Used products / occasions") or remanufactured products ("REMAN" / remanufactured) are technically sound, working and cheaper than new products. Used and reconditioned products are always offered without warranty unless specifically stated otherwise.

If you suspect that your product is defective, please contact us via e-mail or phone, we will be happy to help you.

Ask your question or make a suggestion via our contact form. We will get back to you as soon as possible.

Although we strive to keep the number of complaints to an absolute minimum, we would still kindly ask you to communicate your dissatisfaction - if any. We can learn from every complaint and improve ourselves further. If this does not lead to a solution, it is possible to submit your dispute for mediation via Stichting WebwinkelKeur via https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil. From 15 February 2016, it is also possible for consumers in the EU to submit complaints via the European Commission's ODR platform. This ODR platform can be found at http://ec.europa.eu/odr. If your complaint is not already pending elsewhere, you are free to file your complaint via the European Union platform.