Frequently asked questions

{'faq': [{'answer': '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.',
          'question': 'Can I buy on account?'},
         {'answer': 'You can enter the discount code in the shopping cart '
                    "under 'Coupon code'.",
          'question': 'I have received a discount code. Where can I fill this '
                      'in?'},
         {'answer': '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.',
          'question': 'The discount code is not working. What should I do?'},
         {'answer': 'Follow the steps below to view your order history:\n'
                    '
\n'
                    '   
Log in to your account
\n'
                    "   
Go to 'Order overview'
\n"
                    '
You can now view your order history
\n'
                    '
',
          'question': 'Where can I see my order history?'},
         {'answer': 'Follow the steps below to see if an item is in stock:\n'
                    '
\n'
                    '   
Log in to your account
\n'
                    '   
Go to the product page of the product
\n'
                    '   
To the right of the image you will find the stock '
                    'status of the item
\n'
                    '
',
          'question': 'Where can I see which products in my order are still on '
                      'backorder?'},
         {'answer': 'Follow the steps below to create an order list:\n'
                    '
\n'
                    '   
Log in to your account
\n'
                    "   
Go to 'My Account'
\n"
                    "   
Go to 'Order lists overview'
\n"
                    "
Click on the 'Create order list' button
\n"
                    '
Go to the product page of the item you want to '
                    'add
\n'
                    "
Click on 'add to order list' (on the right of the "
                    'image) 
\n'
                    '
Select the order list to which you want to add the '
                    'item
\n'
                    '
',
          'question': 'How do I create an order list?'},
         {'answer': 'After you have logged in, you can see the status of your '
                    "order under 'Order overview' under the heading 'My "
                    "account'.",
          'question': 'What is the status of my order?'},
         {'answer': 'Check the following 2 things:\n'
                    '
\n'
                    '   
Does your order meet the minimum order amount of '
                    '€250? If this amount is not reached, it is not possible '
                    'to complete the order.
\n'
                    '   
Are you logged into your account? If this is not '
                    'the case, you will not be able to complete your '
                    'order.
\n'
                    '
\n'
                    'Is your order amount higher than €250 and are you logged '
                    'in to your account, but are you still unable to complete '
                    'the order? Please contact us via info@paardekooper.nl '
                    '',
          'question': 'I cannot complete my order. How is this possible?'}],
 'icon': 'desktop-alt',
 'title': 'Ordering'}

{'faq': [{'answer': '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.',
          'question': 'What is the delivery time of my order?'},
         {'answer': '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.\n'
                    'Did you not receive a track & trace e-mail? Then you can '
                    'find this information in your order overview.',
          'question': 'What time will my order be delivered?'},
         {'answer': 'No, unfortunately that is not possible. ',
          'question': 'Can I pick up my order at the distribution center?'},
         {'answer': 'Orders from €250 (excl. VAT) are delivered free of charge '
                    'within the Netherlands, unless different delivery terms '
                    'or customer-specific conditions apply.',
          'question': 'From what order amount is my order delivered free of '
                      'charge?'},
         {'answer': 'As of July 1, 2026, a statutory mileage-based road charge '
                    'for freight transport applies. These additional costs are '
                    'now being factored into our transport costs. We are '
                    'therefore replacing the current diesel surcharge with a '
                    'single, combined transport surcharge. The new transport '
                    'surcharge is €5.35 per order.\n'
                    '
\n'
                    'The transport surcharge consists of:\n'
                    '
\n'
                    '
a variable diesel surcharge;
\n'
                    '
the statutory mileage-based road charge.
\n'
                    '
\n'
                    'As diesel prices continue to fluctuate and the actual '
                    'costs of the mileage-based charge become clearer over the '
                    'coming period, the transport surcharge will be reviewed '
                    'monthly. The amount will be adjusted upwards or downwards '
                    'as necessary.',
          'question': 'Why is a transport surcharge being applied for my free '
                      'deliverydelivery?'},
         {'answer': 'Yes. A transport fee of €95 applies to deliveries to the '
                    'Wadden Islands. Deliveries to the Wadden Islands are free '
                    'of charge from €700 (excl. VAT).',
          'question': 'Are there any exceptions within the Netherlands?'},
         {'answer': 'The following transport rates apply:\n'
                    '
\n'
                    '
Belgium (Flanders): €69
\n'
                    '
Belgium (Wallonia): €95
\n'
                    '
Luxembourg: €115
',
          'question': 'What are the transport costs for deliveries outside the '
                      'Netherlands?'}],
 'icon': 'truck',
 'title': 'Delivery'}

{'faq': [{'answer': 'Check the following 2 things:\n'
                    '
\n'
                    '   
Does your order meet the minimum order amount of '
                    '€250? If this amount is not reached, it is not possible '
                    'to complete the order.
\n'
                    '   
Are you logged into your account? If this is not '
                    'the case, you will not be able to complete your order. '
                    '
\n'
                    '
\n'
                    'Is your order amount higher than €250 and you are logged '
                    'in to your account, but are you still unable to pay for '
                    'your order? Please contact us via info@paardekooper.nl '
                    '.',
          'question': "I can't pay. How is this possible?"},
         {'answer': 'View your invoices in your own account.\n'
                    '
Log in to your online account
\n'
                    "
Go to 'my invoices'
\n"
                    '
Search by date or invoice number
\n'
                    "
Want to save an invoice? Click on 'Download', view "
                    'and save your invoice easily!
\n'
                    '
\n'
                    'Having trouble? Then please contact us via info@paardekooper.nl '
                    '.',
          'question': 'Can I find my invoice online?'}],
 'icon': 'shopping-cart',
 'title': 'Payment'}

{'faq': [{'answer': 'You can return your order by post. More information about '
                    'returns can be found here.',
          'question': 'How can I return something?'},
         {'answer': 'No, the return costs are for your own account. The exact '
                    'return costs depend on the size of the package. ',
          'question': 'What are the costs of a return shipment?'},
         {'answer': '
\n'
                    '
 The returned items must be in their original '
                    'packaging.
\n'
                    '
 The returned items must be undamaged. 
\n'
                    '
\n'
                    'If the returned products do not meet the above '
                    'conditions, we cannot take them back and we cannot refund '
                    'the costs.',
          'question': 'What condition must the product be in to return it?'},
         {'answer': '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. '
                    'Have you bought the products you want to return on '
                    'account? Then a credit note is created.',
          'question': 'When will I get my money refunded?'}],
 'icon': 'undo',
 'title': 'Returns'}

{'faq': [{'answer': 'You can check this in several ways:\n'
                    '
\n'
                    '
Click on register and enter your email address. If '
                    'the email address is already known to us, you will '
                    'receive a notification. 
\n'
                    '
Click on forgot password. If you do not receive an '
                    'email, you do not have an account with us.
\n'
                    '
\n'
                    ' \n'
                    'Contact our Customer Service via info@paardekooper.nl '
                    ' and ask if you have an account.',
          'question': 'How do I know if I already have an account?'},
         {'answer': 'This can be for several reasons:\n'
                    '
\n'
                    "
 Make sure you haven't made a typo in your email "
                    'address or password. 
\n'
                    '
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.
\n'
                    "
If you haven't ordered anything in a while, it may be "
                    'that your account is inactive. Contact us via info@paardekooper.nl to reactivate your account.
\n'
                    '
',
          'question': 'I can not log in. How is this possible?'},
         {'answer': 'This can be for several reasons:\n'
                    '
\n'
                    '
Check if the email address is spelled correctly. '
                    '
\n'
                    '
Check whether the mail has not arrived in the '
                    'junk/spam mailbox.
\n'
                    '
\n'
                    'Is the address spelled correctly and is the email not in '
                    'your junk mailbox? Then we do not have an account with '
                    'the entered e-mail address. Simply create an account '
                    'here.',
          'question': "I do not receive an email when I click on 'forgot "
                      "password'. How come?"},
         {'answer': 'No, it is not possible to change or delete your delivery '
                    'and/or billing address yourself. Please contact our '
                    'Customer Service via info@paardekooper.nl. '
                    'It is possible to add an extra delivery address yourself.',
          'question': 'Can I change my delivery and/or billing address?'},
         {'answer': 'After you have logged in to your account, you will see '
                    'your price agreements.',
          'question': 'Where can I see my price agreements?'}],
 'icon': 'user',
 'title': 'Online account'}

{'faq': [{'answer': 'You can register in 2 ways:\n'
                    '
\n'
                    '
Go to  '
                    'this link, fill in your details and press the '
                    "'Sign up' button.
\n"
                    '   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'. ",
          'question': 'How can I sign up?'},
         {'answer': 'Send an email to info@paardekooper.nl '
                    ' to unsubscribe.',
          'question': 'How can I unsubscribe from the newsletter?'}],
 'icon': 'newspaper',
 'title': 'Newsletter'}

{'faq': [{'answer': '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.',
          'question': 'How much filling material do I need?'}],
 'icon': 'box-open',
 'title': 'Product information'}