Frequently asked questions

Is the item in stock and ordered before 5 p.m.? Then you will receive your order within 2 working days. If a part of the order is not immediately available, the products that are in stock will be shipped immediately. The out-of-stock items will be shipped as soon as they are available again.

When a delivery time is known, it will be sent with the track & trace information. If there is no time in the track & trace mail, the delivery time can take all day. Did you not receive a track & trace e-mail? Then you can find this information in your order overview.

No, unfortunately it is not possible to pick up your order directly in the store. The products must first be sent from the distribution center to the Paardekooper Store. A delivery time of 2 working days applies as well in this case. When your order has arrived in the store, you will receive a message from the relevant store that you can pick it up.

No, unfortunately that is not possible. You can pick up your order in one of the Paardekooper Stores. Check here which store is closest to you.

In the Benelux, an amount of € 12.95 (excl. VAT) freight and administration costs will be charged for orders under €250 (excl. VAT).

You can register in 2 ways:

• Go to >, fill in your details and press the 'Sign up' button.
• When creating an online account you can also sign up for the newsletter. Click on 'Register' at the top of the page, fill in your details and check the box at the bottom next to 'I would like to receive the e-mail newsletter with promotions and offers'.

Send an email to info@paardekooper.com to unsubscribe.

You can check this in several ways:

1. Click on register and enter your email address. If the email address is already known to us, you will receive a notification.
2. Click on forgot password. If you do not receive an email, you do not have an account with us.

This can be for several reasons:

• Make sure you haven't made a typo in your email address or password.
• If you have forgotten your password, you can request it again via the 'Forgot your password?' button. After this you can set a new password.
• If you haven't ordered anything in a while, it may be that your account is inactive. Contact us via +31 (0)88 22 22 390 or info@paardekooper.com to reactivate your account.

This can be for several reasons:

• Check if the email address is spelled correctly.
• Check whether the mail has not arrived in the junk/spam mailbox.

No, it is not possible to change or delete your delivery and/or billing address yourself. Please contact our Customer Service via+31 (0)88 22 22 390 or info@paardekooper. com. It is possible to add an extra delivery address yourself.

After you have logged in to your account, you will see your price agreements.

It is only possible for companies to buy on account. Please note that the first order must always be paid in advance. From the second order onwards it is possible to buy on account. You can indicate this in the 'payment' section during the ordering process.

You can enter the discount code in the shopping cart under 'Coupon code'.

First check that there are no typos in the coupon code. If this is not the case, check whether the discount code is still valid. If the discount code has expired, you can unfortunately no longer apply it to the order.

Follow the steps below to view your order history:

1. Log in to your account
2. Go to 'My Account'
3. Go to 'Order overview'
4. You can now view your order history

Follow the steps below to see the status of your order:

1. Log in to your account
2. Go to 'My Account'
3. Go to 'Order overview'
4. Check whether your order has been delivered in full or in part
5. If the order has been partially delivered, open the order to see which products have already been delivered and which products are still on backorder

Follow the steps below to see if an item is in stock:

1. Log in to your account
2. Go to the product page of the product
3. To the right of the image you will find the stock status of the item

Follow the steps below to create an order list:

1. Log in to your account
2. Go to 'My Account'
3. Go to 'Order lists overview'
4. Click on the 'Create order list' button
5. Go to the product page of the item you want to add
6. Click on 'add to order list' (on the right of the image)
7. Select the order list to which you want to add the item

After you have logged in, you can see the status of your order under 'Order overview' under the heading 'My account'.

Check the following 2 things:

• Does your order meet the minimum order amount of €50? If this amount is not reached, it is not possible to complete the order.
• Are you logged into your account? If this is not the case, you will not be able to complete your order.

Check the following 2 things:

• Does your order meet the minimum order amount of €50? If this amount is not reached, it is not possible to complete the order.
• Are you logged into your account? If this is not the case, you will not be able to complete your order.

No, unfortunately it is not possible to view your invoice online. Contact our Customer Service via +31 (0)88 22 22 390 or info@paardekooper.com so that they can email the invoice to you.

On our Printed page you will find all products that can be printed. Is the product you want to print not listed? Contact our Customer Service via +31 (0)88 22 22 390 or info@paardekooper.com and ask about the possibilities. You can also contact one of the Paardekooper Stores. Our store employees are happy to advise you on which products can be printed. Click here to see which store is closest to you.

For the products on the Printed page the costs of printing are included in the price.

The minimum quantity is indicated on the product page of the article.

Contact our Customer Service via +31 (0)88 22 22 390 or info@paardekooper.com .

This depends on the type of product, but with most products you will receive a proof.

What requirements must my design meet?

Because we do not know exactly how big the box or box is, what goes in it, how many products you want to fill the box with, etc., it is difficult for us to determine. Our guideline is that 1 hand of filling material is around 20 to 40 grams.

You can return your order at a Paardekooper Store or send it back by post. More information about returns can be found here.

No, the return costs are for your own account. The exact return costs depend on the size of the package. Tip: you can return your package free of charge in one of the Paardekooper Stores. Check here which store is closest to you.

• The returned items must be in their original packaging.
• The returned items must be undamaged.

The purchase amount will be refunded to your bank account no later than 14 days after we have received the return. Please note: you will not get your money back in cash, even if you return your order at a Paardekooper Store. Have you bought the products you want to return on account? Then a credit note is created.

All Paardekooper Stores are open on weekdays from 8 a.m. to 5 p.m., except for the Store Amsterdam Food Center. It is open from 6:30 am to 3:30 pm. View all opening hours here.

Yes that is possible.