FAQ

Frequently Asked Questions

Below you will find the answers to questions frequently asked by our customers. Are you looking for other information about Payments, Shipping, Warranty, or Returns? More information can be found on the specialized pages. If you still don't see your question listed, you can always email or call us. We are happy to help you!

Can I get a VAT invoice with my order?

Yes, if you order on behalf of a company and you would like to receive a VAT invoice with your order, that is of course possible! Please contact our customer service via customerservice@orangeplanet.nl. For faster processing, also state the order number, Chamber of Commerce number and VAT ID.

If you have an Orangeshop.eu account, you can also find the VAT invoice with your order.

Shipping

The tracking code is not active, what now?

The tracking code only becomes active when it has been scanned by our carrier DHL, because our packages are collected at 16:00, the tracking code will only become active in the evening.

If this is not the case, please contact customer service and they will start an investigation with DHL.

I have received an item that I did not order, what can I do?

Contact our customer service staff on 0162-384422, via Whatsapp or send an email to customerservice@orangeplanet.nl. We would also like to receive photos of the delivered product. We will then solve it for you as soon as possible.

I have received a damaged package, what now?

If you have received a damaged package, it is important that you contact us within 24 hours of delivery via 0162-384422, via Whatsapp or via customerservice@orangeplanet.nl. We would also like to receive photos of the damaged package.

Returns

I would like to return the package, how does this work?

For a free return label, please contact our customer service.

With us you have a trial period of 30 days after receipt of the package. Please note, the order may only be returned if the item is in undamaged condition (with the exception of a technical defect) and in the original packaging. Please also state the order number for faster processing.

Are there any costs associated with the return?

No, returns are free if you arrange this through customer service.

Warranty

How long do I have a warranty on my product?

Our products come with a standard one-year warranty.

The item I received is broken, what can I do?

Contact us within 24 hours of delivery on 0162-384422 or Whatsapp and state which products are broken. We would also like to receive photos of the broken products.

How long does it take for a refund/new product?

If the product needs to be replaced with a new product, we will wait for the returned product. After receiving it in our warehouse, the new product will be shipped within two working days.

If the product comes back without a replacement, we will wait for the returned product. After receiving it in our warehouse, the discount will be settled or the amount credited.

 

Reviews

Preventing fake reviews

We find it important that reviews give the best possible impression of our products and service. Our reviews are therefore, impartially, managed by WebwinkelKeur. Webwinkelkeur has taken measures to guarantee the authenticity of reviews. Which measures are these you can read here. Our customers are not rewarded for writing reviews. No discounts or other gifts are given.

 

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