Frequently Asked Questions

Below are answers to frequently asked questions. If your question is not listed, please contact contact with our customer service department.

Ordering

You can modify your order while the products are still in your shopping cart. For example, you can change the quantity or remove and add items. However, once you have completed and paid for your order, you can no longer change it.

Yes, all products you buy through our webshop are covered by the legal warranty. This means that each product must function as you can reasonably expect.

Immediately after your order, you should normally receive a confirmation email. If this does not arrive, please check your mailbox again after a few hours. We will send the Track & Trace code as soon as your package leaves our warehouse. If you choose pick-up, you will not receive a Track & Trace code, but you will be notified as soon as your package is ready for pick-up.

Yes, all prices you see on our website include VAT.

No, it is not possible to place an order by phone through our web shop.

No, an item is not reserved for you until you go to ‘Checkout. From that point, the item is held for you for fifteen minutes while you go through the payment process. Within this time, the availability of the item is guaranteed. After this period, the item will be released again.

You may be able to cancel your order before it ships. In that case, please contact our customer service. If your order is already in transit, you have 14 days from receipt to return it or file a revocation within that period and then return your order.

Take as soon as possible contact with our customer service department to correct the error.

Delivery

Your order will be shipped via PostNL, except for ADR items, which are shipped with Transmission. Once your order has been handed over to the carrier, you will receive a shipping confirmation with a Track & Trace code so you can track your shipment.

If you are not home to receive your order, PostNL will leave a message for you. Your package will then be taken to the nearest PostNL collection point, where you can pick it up within two weeks. If you do not pick it up within this period, the package will be returned to us.

If you order before 1 p.m. on weekdays and the item is in stock, your order will normally be delivered the next business day. However, please note that we cannot guarantee this.

Below is an overview of PostNL's delivery days:

  • If you order before 1 p.m. on Monday, your order will be delivered between 9 a.m. and 5 p.m. on Tuesday.

  • If you order by 1 p.m. on Tuesday, it will be delivered between 9 a.m. and 5 p.m. on Wednesday.

  • If you order on Wednesday before 1 p.m., you will receive it on Thursday between 9 a.m. and 5 p.m.

  • If you order before 1 p.m. on Thursday, it will arrive between 9 a.m. and 5 p.m. on Friday.

  • If you order before 1 p.m. on Friday, it will be delivered between 9 a.m. and 5 p.m. on Saturday.

  • Orders placed on Saturday or Sunday will be delivered on Tuesday between 09:00 and 17:00.

 

Yes, you can have your order delivered to a PO Box address. For larger packages, the post office will hold them separately and you will receive a message in your mailbox when it is ready for pickup.

Return

To return your order, use the return sticker found at the bottom of the return form included with your order. If you no longer have the return sticker, please use the following address information for your return:

Nieuwe Vissershaven 9
8861NX Harlingen
0517-431644
info@civ-harlingen.nl
klantenservice@civ-harlingen.nl

After receiving your order, you have 14 days to indicate that you are canceling the purchase. After this notification, you have another 14 days to actually return the products.
Once we receive the returned items at our warehouse, we will send you a confirmation email. The full purchase price of the returned items will then be refunded within 14 days of the dissolution of the sale via the same payment method you used. So if you paid by credit card, the amount will be refunded to your credit card account.
You will be refunded the amount you actually paid after applying the discount for the returned item. The original discount will not be refunded. If you have purchased multiple products and are returning an item, the rebate amount of the entire order will be offset against the value of the returned item. If the value of the returned item is less than the discount amount, you will not receive a refund. However, you can contact our customer service for a possible exchange or a new discount voucher.
If you have received an incorrect or damaged item, please contact our customer service team immediately. Together we will discuss how we can solve the problem for you as quickly and efficiently as possible.

Pay

First check your entered information and try again. If the payment still fails, we recommend that you contact your bank or credit card company to correct the problem.
After completing the payment process, you will be automatically returned to our web shop, where you will see a confirmation page indicating whether your payment was successful. In addition, you will receive an email confirming your order and the details of your payment.
No, we do not charge extra for any payment method in our webshop.
No, if you choose to pay by bank transfer, we will not ship your order until we receive your payment.