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FAQ

What happens to my data?

You can find all information about data protection in our privacy policy

How can I contact you?

All our contact information about The Trading House can be found at contact.

Where can I find your terms and conditions?

Click on this link for the terms and conditions.

What should I do if my order is damaged?

Please contact our customer service immediately. We will most likely ask you to send an e-mail with a description + photo of the damage to info@the-trading-house.com. Together we will look for an appropriate solution.

Payment

Was my order successful?

After your order has been placed, you will usually see that the purchase amount has been debited directly from your account. In the payment reference, you will often also find the order number of your order. 

 

Order paid, but no order confirmation received.

You will usually receive your order confirmation within an hour of placing your order. We recommend that you also check your spam folder to see if it has arrived. Of course, we are happy to help you if you have not received it.

 

Order confirmation received, but no track & trace.

All information about your shipment you will receive as soon as your order is on its way.

If you still can’t find the answer to your question, please contact us via info@the-trading-house.com or +31-85 071 0463 then we will help you further.

How can I pay?

We like to make paying as easy as possible. With the following payment methods you can safely complete your order:

  • Ideal

  • Credit card

  • PayPal

  • Apple pay

How does the payment work?

The Trading House webshop works with the secure environment of Mollie. During the checkout process, you will be guided through this in several steps.

The payment fails. What to do?

Sometimes it fails to complete your payment. What you can do is try to pay again with another payment method. If this also fails, you can place the order again. The first order (which has not been paid) will then be removed from the system. If the second attempt also fails, please send an e-mail to info@the-trading-house.com and we will help you.

Where can I find my invoice?

We send your invoice digitally. After placing your order you will receive an order confirmation with an overview of your order. When your package is on its way, you will receive the invoice digitally.

You will not find a packing slip or an invoice in the order box.

The data on the invoice is incorrect. How can I change them?

It can always happen that the information on the invoice is wrong. Please send the correct information plus the corresponding order and/or invoice number to info@the-trading-house.com and we will change it for you.

Shipping

Do I pay shipping costs with you?

For orders within the Netherlands you pay the following shipping costs.

                                   Excl. VAT

1 box                         € 6.00

2 boxes                     € 12,00

3 boxes                     € 18,00

4 boxes                     € 24,00

5 boxes                     € 30,00

6 boxes                     € 36,00

7 boxes                     € 42,00

8 boxes                     € 48,00

9 -> 80 boxes           € 50,00

80 -> 160 boxes       € 100,00

160+ boxes              € 150,00

How quickly will I receive my order?

Once ordered, you can’t wait to open the bottle of Bellini or Belli-No. All consumer orders placed on working days before 2 p.m. will be delivered the next day. If you order on Friday after 3 p.m., your order will be delivered the following Tuesday. We will of course let you know when your order is on its way, and you will receive an email with a track & trace code. From this point it is convenient to track your order through the delivery partner.

B2B

For large orders or for B2B   order before 12.00 pm is delivered the next day. If you order on Friday after 12:00 pm, your order will be delivered the following Tuesday.

Why does it sometimes take longer?

It is possible that your order will be delayed. Keep an eye on your track & trace code at all times.

Can my order be delivered in another country?

No, you can only have your order delivered in the Netherlands.

My order has not arrived, what should I do?

On the page with the shipping information of the carrier with your track & trace code, you can see when your package arrives. If your order has not been delivered or the status stays on in processing please contact us. E-mail: info@the-trading-house.com or call: +31-85 071 0463

My order

I have not received an order confirmation, was my order successful?

The order confirmation is usually received within 1 hour after completing your order (also check the SPAM folder). If it has not arrived check whether the amount has been debited from your account. In the description is always the order number. 

If within a few hours after placing your order you have not received a confirmation, please contact us so we can check if everything went well.

There is something wrong with my order, what now?

Unwrapping your Bellini or Belli-No package feels like opening a gift. We, therefore, do everything we can to deliver your package to you neatly. Are you in for a surprise after unpacking your order? Please let us know what we can do for you and we will solve this as soon as possible.

I want to cancel my order, how do I do that?

This is only possible if your order has not yet been shipped. Please contact The Trading House as soon as possible. E-mail: info@the-trading-house.com or call: +31-85 071 0463

How does The Trading House handle my data?

We guarantee your privacy. We use the information you provide such as name, address, telephone number, and credit card number only to process your order and to keep the records and tax return. The information will not be used for other purposes of a commercial or non-commercial nature not directly related to The Trading House, without your prior consent.

Returns

How do I return my products?

Your return process begins by filling in the model withdrawal form and notifying us of your return. You can let us know at info@the-trading-house.com. Please include a photo of the product with this notification. You will then receive an e-mail from us with the follow-up instructions.

How long do I have to return my package?

After registering your return, you have 14 days to return the order.

What are the costs to return my order?

The return shipping costs are at your own expense. Check with your local postal provider for rates. 

How quickly will I receive my money back after a return?

After your return is delivered to us, we deposit the purchase amount via your original payment method. After receipt, this may take up to 14 days before your order is fully processed. If the purchase amount is still not on the account after this period, we will be happy to help you further using your order number.

Where can I find all the information regarding shipping and returns?

At the bottom of the website under the heading ”shipping" and "return information” you will find all the information.

Complaints

I have a complaint, now what?

It is obviously very annoying if you have a complaint about our products and/or services. We would like to help you and offer a solution. You can make your complaint known to us by sending an e-mail to info@the-trading-house.com.
Our employees of the complaints department will review the complaint and try to resolve the complaint to everyone’s satisfaction.

Upon receipt of your complaint, you will receive a confirmation from us. We will respond to your complaint within 14 days of receipt, should it take longer, we will inform you of this.
If you do not appreciate this, you can always contact the mediation department of Stichting Webshop Keurmerk where we are affiliated. They will then mediate https://www.keurmerk.info/nl/consumenten/klacht/

From 15 February 2016 it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at (http://ec.europa.eu/odr.) If the complaint is not yet being handled elsewhere then you are free to file the complaint via the platform of the European Union.

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