Frequently Asked Questions

Order and pay

1. How can I place an order?

2. How do I remove an item from my order?

3. How can I change the quantities of the items in my order?

4. When can I cancel an order if I change my mind?

5. Which payment methods do you accept?

6. Where can I have the items delivered?

Your account

7. I have forgotten my password, what should I do now?

Privacy and security

8. What do you do with the data that I enter at ketelonestore.com?

9. Do you give my data to others?

10. Is my data kept safe?

11. Who has access to my data?

12. Will my data be sent securely over the internet?

Delivery

13. How long does it take for my items to be delivered?

14. What does it cost to have my order delivered?

15. Can my order be delivered to a different address?

16. Can I have some items of my order delivered to a different address?

Refund and returns

17. An item in my order is defective or damaged, how do I get my money back?

18. I have ordered the correct item, but it does not fit. Can I get my money back or can I exchange the item?

19. How can I return an item or order if I change my mind?

20. Where can I find the order number to return an item?

21. Who pays the costs for returning orders?

22. I have a question that is not answered here, where can I go?

Terms of delivery

Order and pay

1. How can I place an order?

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.

2. How do I remove an item from my order?

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.

3. How can I change the quantities of the items in my 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.

4. When can I cancel an order if I change my mind?

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 7 days after receipt of the order. See further 5: Refund and returns

5. Which payment methods do you accept?

Via credit card (Visa, MasterCard and American Express). 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.

6. Where can I have the items delivered?

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.

Your account

7. I have forgotten my password, what should I do now?

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.

Privacy and security

8. What do you do with the data that I enter at 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.

9. Do you give my data to others?

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.

10. Is my data kept safe?

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.

11. Who has access to my data?

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.

12. Will my data be sent securely over the internet?

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.

Delivery

13. How long does it take for my items to be delivered?

All orders placed before 3 p.m. will be shipped the same day with DPD to the specified address. Depending on the chosen service, you will receive the shipment within 1 - 3 working days.

14. What does it cost to have my order delivered?

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.

15. Can my order be delivered to a different address?

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.

16. Can I have some items of my order delivered to a different address?

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.

Refund and returns

17. An item in my order is defective or damaged, how do I get my money back?

a. An order can be returned by the orderer free of charge within eight (8) working days if it is defective or damaged. The costs for the return shipment are for the administrator of ketelonestore.com. You must send an email to info@ketelonestore.com stating the order number, your account number and name account holder and the reason for return. After the goods have been returned, the amount of the return shipment will be credited to the orderer's account.

b.All returned products must be packed in the original packaging. Returned products must be shipped with the original invoice, packing slip or fax and return notification.

18. I have ordered the correct item, but it does not fit. Can I get my money back or can I exchange the item?

a. You can exchange and return an item within 7 days of receipt of the order.

b. All returned products must be received in their original, unopened 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.

19. How can I return an item or order if I change my mind?

a. You can exchange and return an item within 7 days of receipt of the order.

b. All returned products must be received in their original, unopened 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.

20. Where can I find the order number to return an item?

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.

21. Who pays the costs for returning orders?

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.

22. I have a question that is not answered here, where can I go?

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