Frequently Asked Questions

All products in the Ketel One webshop are kept in stock at Keiretsu Europe BV in Rotterdam and bear the Ketel One logo.

If you want to purchase an item from ketelonestore.com, you can view all products via the categories in the menu and then order in ketelonestore.com. It will then be processed according to the standard ordering process.

• You can place an order via ketelonestore.com by first adding items to your shopping cart on the ketelonestore.com website.
• If you have added the items you want to order to your shopping cart, click "Checkout". You must then register.
• If this is your first time using ketelonestore.com, you must provide us with some information about yourself so that we can complete the order (see: “How can I register?”).
• If you have previously used ketelonestore.com, you must use the email address and password you entered when registering. If you have registered, you have the option to provide us with an alternative address for the delivery of your order. Once you have confirmed your order and delivery address, you must confirm that you have read our ketelonestore.com business agreement and that you agree to the agreement.

Then click on "Place order".

After you have entered the payment details and clicked on "Place order", we will confirm your order by means of a confirmation email.

You can change your order or cancel the entire order at any time before clicking "Place order" on the Order Details page.

If you have not yet shipped the order, you can remove an item from the shopping cart by clicking on "My shopping cart" at the top or bottom of the page.

When you see your order, you can delete an item by clicking the trash can icon to the right of the item.

You cannot remove items from your order after you have entered your payment details and we have confirmed your order.

If you have not yet shipped the order, you can change the quantity of an item in the shopping cart by clicking on "My shopping cart" at the top of the page.

When you see your order, you can change the ordered quantity by typing a different number in the "Quantity" field of the item you want to change. If you have entered a new quantity, you must click on "Update shopping cart" to update your order.

You cannot change the quantity for an item after you have entered your payment details and we have confirmed your order.

You can always cancel your order as long as you have not yet entered your payment details. Once your payment details have been sent and we have confirmed your order by e-mail, you can no longer cancel your order on-line.

You can always return your order within 14 days after receipt of the order.

We accept credit card (Visa, MasterCard and American Express), PayPal and iDEAL. You can enter your credit card details securely via our secure SSL procedure and we will ensure correct handling together with your credit card organization. Your credit card will be charged when an item is shipped.

Orders placed in ketelonestore.com can be shipped worldwide to any delivery address. You can enter the desired delivery address when placing your order. Before your order is finalized, the shipping costs for the order to be placed are visible. Orders cannot be delivered to a PO box address.

All orders placed before 2 p.m. (UTC/GMT +2) will be shipped the same day to the specified address. Depending on the chosen service and the country of destination, you will receive the shipment within 2 - 4 working days. This applies for the following countries: Netherlands, Belgium, Germany and France. For any other country the shipping time is 10 working days.

Depending on the size of the order, chosen shipping method and the desired delivery address, the shipping costs will be charged. To finalize the order, the shipping costs for the order are shown.

If your order is below $850 USD, it will be delivered duty-free. If your order is above $850 USD, you will be charged for import duties upon arrival of your order.

Yes, you can change the delivery address before you get to the payment details page. Check "Send to another address" on the "Order" page. Enter the new address and click “Continue” to save. The new delivery address is shown on the “Order” page.

No, only one delivery address can be specified per order. If you want your order to be delivered to multiple addresses, we ask you to place separate orders for each delivery.

a. You can exchange and return an item within 14 days of receipt of the order.b. All returned products must be received in their original packaging, undamaged and packed enough for shipping. The products must be in salable condition and suitable for sale. Returned products must be shipped with the original invoice, packing slip or fax and return notification.c. Repair and replacement costs are charged if the products are damaged or missing. This can affect the amount of the compensation;d. When using returns to Keiretsu Europe BV, the administration and shipping costs that the orderer paid when ordering the product will be deducted from the amount to be refunded. An order can be adjusted free of charge within eight (8) working days if the order has not yet been shipped.

a. You can exchange and return an item within 14 days of receipt of the order.b. All returned products must be received in their original packaging, undamaged and packed enough for shipping. The products must be in salable condition and suitable for sale. Returned products must be shipped with the original invoice, packing slip or fax and return notification.c. Repair and replacement costs are charged if the products are damaged or missing. This can affect the amount of the compensation;d. When using returns to Keiretsu Europe BV, the administration and shipping costs that the orderer paid when ordering the product will be deducted from the amount to be refunded. An order can be adjusted free of charge within eight (8) working days if the order has not yet been shipped.

The order number of your order can be found on the confirmation and on the shipping confirmation that you received by e-mail after you placed your order. You can also see your order number at www.ketelonestore.com. Click on "My account" and log in to the webshop. Click on "My orders" and find the order number in the list of orders you placed earlier via ketelonestore.com.

When using returns to Keiretsu Europe BV, the administration and shipping costs that the orderer paid when ordering the product will be deducted from the amount to be refunded. An order can be adjusted free of charge within eight (8) working days if the order has not yet been shipped.

Net proceeds means the difference between the retail price of the web shop product and all costs and expenses associated with production, sale and shipping of the product (including any taxes, duties or levies).

If you have forgotten your password, click "Forgot Password" on the login page.

We will send a new password to the email address you entered during the registration procedure.

For security reasons, we recommend that you change your password to one that you can easily remember when you log back into your account.

You can always change the details of your account by logging in to the "My account" page on ketelonestore.com.

We store the data that you give us during the registration procedure at ketelonestore.com so that your order is processed as quickly and efficiently as possible. Nothing else is done with it.

No, Keiretsu Europe BV and Ketel one respect the privacy of all users of ketelonestore.com and treat personal information confidentially. The entered personal data will only be used for the correct processing of the order, or if 'register Newsletter' is checked.

Yes. Keiretsu Europe BV and Ketel One take all reasonable and practicable steps to store your data in a safe, protected environment. Your personal data is sent in encrypted form over the internet and stored in a secure location.

Only Ketel One and service provider Keiretsu Europe BV have access to your data. This access is only used for processing your order, or if 'Subscribe Newsletter' is checked.

Yes. We use SSL technology (Secure Socket Layer) to protect your data. You can check when SSL is used in parts of ketelonestore.com by looking for the yellow padlock in your browser window.

If you have questions about your order, delivery, invoice, order status, return shipment, or if you need help, please contact: webshops@keiretsu-europe.nl

Recipients of international shipments may be subject to import taxes, fees, and customs duties (hereafter, "Import Fees"), levied by the customs office of your shipping destination. Import Fees vary according to the customs regulations of the destination country. Components that play a role in Import Fee calculations made by custom offices are (among others):

• Product category and price
• Shipping costs and package weight
• Customs clearance channel
• Import taxes based on custom duty amounts

Customs policies vary widely, and some countries don't charge Import Fees for shipments that fall below a minimum value. Contact the customs office of the destination country for more information.
The recipient is the importer of record and must comply with all applicable laws and regulations of the destination country. Customs delays can affect original delivery estimates.
Your order is being shipped from The Netherlands.