Frequently asked questions

Frequently Asked Questions

De Eekhoorn Experience Center app
How does ordering from the Experience Center via the app work?
In the app you can easily add items to your shopping basket. Would you like to order the items? Then click on 'check out' in your shopping basket, fill in your details - if you have not yet done so - and click on 'next'. A QR code will appear on the screen, show it to the staff at the information desk in the Experience Center and they will complete the order with you.

De Eekhoorn Experience Center is part of De Eekhoorn Dutch Furniture. De Eekhoorn Dutch Furniture delivers exclusively to business customers. The order will therefore be settled by our dealer: Basiclabel BV Hoorn - Chamber of Commerce number 37068523.

Can I also place my order from home?
Yes, that is possible via our app. For questions you can contact us via +31 889666393 or experience@deeekhoorn.com.

I am unable to scan an article with the app, what to do?
In order to scan the code of an article, the app needs access to the camera. Check the settings of your phone if you have given the app access to the use of your camera. Note: you can only scan the articles in the Experience Center. The app will not work on article codes outside the Experience Center.

Your order
What is the best way to change or cancel my order?
If you want to change or cancel an order, you can do so a.s.a.p. by calling our customer service on +31 889666393. This is because the order may already have been processed and shipped. Outside office hours, we advise you to send the request for change or cancellation by email to experience@deeekhoorn.com. 

An item or part of my order has been damaged, what should I do?
Unfortunately, it may happen that an article or part of a piece of furniture has been damaged. You can report this to us within 14 days after delivery by sending a photo to exprience@deeekhoorn.com. We would also like to receive the abbreviation of the part mentioned on the assembly drawing of the furniture. This enables us to send you the correct part as a service.

What is the guarantee period of the items in the Experience Center?
The standard guarantee period is 2 years - without prejudice to statutory rights - from the date of delivery. If you have a complaint within this year, you can report it to our customer service via experience@deeekhoorn.com. We will deal with the complaint and assess it on the basis of the information provided. If necessary, we will request additional information (e.g. photos). If the complaint is well-founded, we will of course offer a suitable solution. 

How long does it take to receive my money after I have cancelled or returned my order?
We will refund the entire purchase amount (including any shipping and payment costs) as soon as possible, but no later than 14 days after receipt of the cancellation notice. However, we may wait for a refund until we have received the products, or until you have demonstrated that you have sent them.

Shipment
When will I receive my order?
In the app it is stated for each article whether it is directly available or what the possible delivery time is. At the checkout you can also agree on a delivery date with one of our sales staff. After you place an order in the Experience Center, you will receive a confirmation email with the exact delivery time. If an item is available for immediate delivery and you have chosen iDEAL or Credit Card, you can assume that the order will be given to the shipping company or PostNL the next working day. The shipping company will contact you in the following days by phone to make a delivery appointment. Parcels through PostNL can be tracked with a Track & Trace code that you will receive by email as soon as your parcel is registered with PostNL. Note: Due to congestion at PostNL, the delivery time may unfortunately be longer than you are used to.

How does COVID-19 affect my order?
We and our delivery services put safety first and follow RIVM guidelines. Due to the corona crisis, customer service and our delivery services are very busy. As a result, it may be that we deliver later than you would normally expect from us. In addition, we do everything we can to answer your question as soon as possible. Unfortunately, at the moment there is a good chance that a response from our customer service will take longer.

Can I pick up my order?
No, this is not possible. All orders placed in the Experience Center will be delivered to your home. It's easy, isn't it?

Do you also deliver to floors?
No, unfortunately we don't deliver on floors. Ordered items will be delivered to the first door on the first floor.

When will I receive my order?
 
The app states for each article whether it can be delivered immediately or what the delivery time, if any, is. At checkout you can also agree on a delivery date with one of our sales staff. After you place an order in the Experience Center, you will receive a confirmation email with the exact delivery time. If an article is available for immediate delivery and you have opted for iDEAL, PayPal or Credit Card, you can assume that the order will be given to the transport company or PostNL the next working day. The transport company will contact you in the following days by telephone to make an appointment for delivery. Parcels via PostNL can be tracked with a Track & Trace code that you will receive by email as soon as your parcel has been registered with PostNL. Note: due to COVID-19 and hustle at PostNL, the delivery time may unfortunately be longer than you are used to.

What influence does COVID-19 have on my order?
We and our delivery services put safety first and follow RIVM guidelines. Due to the corona crisis, customer service and our delivery services are very busy. As a result, we may deliver later than you would normally expect from us. In addition, we do everything we can to answer your question as quickly as possible. Unfortunately, at the moment there is a good chance that a response from our customer service department will take longer.

Can I pick up my order?
No, this is not possible. All orders placed in the Experience Center will be delivered to your home. It's that easy, isn't it?

Do you also deliver on floors?
No, unfortunately we do not deliver on floors. Ordered items are delivered to the first door on the ground floor.

Exchanges and returns
How can I return an item?
For orders placed through the Experience Center, a maximum viewing period of 60 days after receipt of your order applies, unless stated otherwise. The trial period does not apply to delivered customized products.

If the trial period is used, the order can be returned free of charge if it has been notified in advance by e-mail. Without this notification, the return costs will be at your own expense. You can return the article by following the steps below:
 
1) Registration of the return via e-mail to retour@deeekhoorn.com
2) Return complete and undamaged in original state and packaging 
3) Return the item(s) within 14 days after the return instruction 
 
If products are returned damaged, we reserve the right to offset costs. We will refund the payment of the full purchase amount, including any standard shipping costs, to your account as soon as possible but no later than 14 days after dissolution. We may delay the refund until we have received the goods back or until you have demonstrated that you have returned the goods, whichever comes first.