Question 1

How much does shipping cost?

Accepted Answer

Shipping costs in the Netherlands and Belgium Shipping costs are automatically calculated once your address details are fully completed. For products with exceptional weight, size, or extra handling (such as lawnmowers, table saws, etc...

Question 2

Can I modify or add something in my order?

Accepted Answer

No, unfortunately we cannot modify a placed order, and it is not possible to add nothing to it after placing it.
However, we can cancel your order for you (as long as it is not in process) or you can return the order after receiving it and then order the...

Question 3

Can I cancel my order (partially)?

Accepted Answer

Private Customers Yes, you can cancel an order (partially) within 14 days of receipt, as long as the order has not yet been processed. This is free of charge. Please always contact us in writing for cancellations and returns...

Question 4

Can I still change the delivery address?

Accepted Answer

Unfortunately, it is currently not possible to change your delivery address after you have placed an order. However, with some carriers it is still possible to change the delivery address when it is already on its way, information about this can be found ...

Question 5

Can I change the billing address of my order?

Accepted Answer

Yes, as long as you have not placed your order yet, you can change it in your account. After placing an order, this is no longer possible. This is prohibited by Dutch law and regulations. Please contact us if an incorrect billing address...

Question 6

My order was not delivered completely, what can I do?

Accepted Answer

Did you check the order carefully? Have all the boxes been opened and was there anything you couldn't find? Most likely, you have ordered items with different delivery times. Therefore, your order will be shipped in parts and the missing items will be back...

Question 7

Damaged or defective item delivered?

Accepted Answer

What to do if my product is delivered damaged? Was the item damaged during shipping? Unfortunately, it can happen that damage occurs during transport. If your product was delivered damaged, we kindly ask you to provide the following photos as proof, along...

Question 8

I received the wrong item, what now?

Accepted Answer

Check the order immediately upon receipt We advise you to check the order immediately upon receipt and confirm whether it has been delivered correctly and completely. Also, check if it might be a partial delivery, where the remaining part of the order can...

Question 9

My order is stuck with the carrier, what can I do?

Accepted Answer

In your Track & Trace data you can see the status of your order with the carrier. If it takes longer than usual for your order to be delivered, you should first contact the carrier and ask about the status of your order. It can happen that an order gets...

Question 10

I haven't received an order confirmation yet.

Accepted Answer

If you have not received an order confirmation within 2 working days after paying your order, this probably means that the payment has not been made or has failed. In this case, please check whether money has been debited from your bank account.
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Question 11

What exactly does the right of withdrawal entail?

Accepted Answer

Right of withdrawal, how does it work?
Only for private customers.
The right of withdrawal applies only to private consumers as it is part of the consumer legislation. Purchases with the intention of being used for business purposes are excluded from the...

Question 12

My order is listed as complete, but I haven't received anything yet.

Accepted Answer

Maybe your neighbors have accepted your order? The delivery driver usually leaves a message when delivery was unsuccessful or your order was delivered to another address or pickup point. If this is not the case, please contact us.

Question 13

There is no packing slip with my order, what will be delivered?

Accepted Answer

We no longer send paper packing slips with shipments from our new warehouse. When your order is shipped by us, an automatic email is sent with a summary of the delivery you can expect. If this digital confirmation of delivery is not your...

Question 14

When will my order be shipped?

Accepted Answer

Note: Information about delivery times during the holidays Items that are in stock usually get shipped within 1 to 4 business days. You will always receive an automatic...

Question 15

Can I also collect my order?

Accepted Answer

Yes, if you choose "Pickup in showroom" at the shipping method. Once your order is processed and ready for you, we will contact you. If you have not received a message from us your order has not been processed/is not ready yet! ...

Question 16

What carrier(s) do you work with?

Accepted Answer

Orders from Toolnation are always shipped with premium carriers, depending on the size of the package, the weight of the package, or the country of destination. > More information

Question 17

What happens when I am not at home?

Accepted Answer

Usually there are 2 to 3 delivery attempts. If you are not at home, the deliveryman will first try to deliver the package to the neighbors. If this fails, the package goes to the nearest pickup location. You will receive a message from the carrier, and you...

Question 18

My package was sent back to you, what can I do?

Accepted Answer

If a package has not been picked up at a pickup location after 1 week, it will automatically be returned to us. In this case, we can resend the package or cancel the order. If we have to resend the package, then new shipping costs will be charged. In case...

Question 19

How can I return something?

Accepted Answer

Business customers For business purchases, meaning purchases made by entrepreneurs, there is no revocation right or legal remission period. They have no legal right to return their purchase within 14 days...

Question 20

Can I return the product free of charge?

Accepted Answer

No, the cost of a return is at your own expense.

Question 21

Can I exchange my order (partially)?

Accepted Answer

Private customers No, it is not possible to exchange items. However, you can cancel your order (if it has not been shipped yet) or return it and order the correct item yourself. The costs for a return shipment are for you...

Question 22

When will I get my money back?

Accepted Answer

The refund when you cancel an order is provided by law and is 14 days. The refund will be transferred to you within 14 days (after we have received the cancelled items back). Please note: the costs for returning the goods when an order is...

Question 23

What payment options are available?

Accepted Answer

We process orders once payment has been received. Please note that certain payment methods may result in longer processing times, which can affect the delivery time. Available payment methods: iDEAL Bancontact / Mister Cash Credit card...

Question 24

When will I receive the invoice?

Accepted Answer

You will automatically receive an email with accompanying invoice on the next business day after the payment is successful. Always check your spam / junk mail folder to make sure you have not received the invoice.

Didn't receive an invoice?
Please contact...

Question 25

Where can I find my invoices?

Accepted Answer

Currently, we send invoices by mail only. You will usually receive these no later than 1 business day after you place your order. Did you lose an invoice, can't find it in your mail, or didn't you receive one? Then, please, contact us. Tip:

Question 26

My payment failed, what can I do?

Accepted Answer

Always check if money has been debited from your bank account. If it has not, please place a new order or try a new payment method.

Payment has been debited from my account
If money has been debited from your account, but you have not received an order...

Question 27

How do discount codes work?

Accepted Answer

We usually use discount codes for special promotions. These actions can always be found on our site and we also send them via our newsletter. Examples are:

A fixed discount amount on a particular item or brand.
A discount percentage of the purchase amount...

Question 28

Can my invoice be modified?

Accepted Answer

No, it is prohibited by Dutch law to adjust invoices. Wrong billing address? Please contact us if an incorrect billing address is listed on your invoice. Want to change the billing address yourself? This is only possible...

Question 29

Up to 5 years of warranty. How does this work?

Accepted Answer

Private customers: 2 years statutory warranty. For private customers, a legally established warranty period of 2 years applies. Please note: the provision of the invoice for your purchase is mandatory for the statutory warranty. The warranty...

Question 30

My machine is broken, what can I do?

Accepted Answer

Requesting a repair. Step by step.
If a product fails within the warranty period, you can have it repaired by our own service warranty workshop, where our staff will carry out repairs within the manufacturer's terms and conditions. To request a repair, follow...

Question 31

Where do I find the warranty certificate?

Accepted Answer

Legal warranty For the legal guarantee, the invoice of your purchase is sufficient. You will automatically receive the invoice of your order from us via email. The warranty period starts on the invoice date of the product.

Question 32

Can I also order a separate part of a machine from you?

Accepted Answer

Yes, often we can order parts of individual machines from the respective supplier.
To order individual parts, please contact our workshop.

Question 33

What is and is not covered by the warranty?

Accepted Answer

Although your machine may break down within the warranty period, this does NOT automatically mean that all repairs are under warranty.
The usual wear and tear of a machine is NOT covered under warranty.
Warranty applies only in cases of demonstrable manufacturing...

Question 34

Do you have a showroom / physical store?

Accepted Answer

Dirks Machines Beek
Toolnation.eu is the online shop, and part of Dirks trading company B.V. with a pickup location and showroom located in Beek at the Prins Mauritslaan 120-124 at <strong><a href="https://www.toolnation.com/company-information" style="color...

Question 35

How do I create an account?

Accepted Answer

The registration of a customer account can be done very easily via > register here Advantages of a customer account: Reviewing placed orders and re-...

Question 36

Do you have gift cards?

Accepted Answer

No, unfortunately not yet.

Question 37

I don't see any orders in my account?

Accepted Answer

Usually this happens when you have placed an order first and only afterwards created an account or logged in. Unfortunately, it is not possible to add placed orders to your account. Is this not the case? Then please wait for 1 to 2 business days so that the...

Question 38

Can an order be added to my account after being placed?

Accepted Answer

No, this is unfortunately not possible. It is recommended that you always create an account or log in before placing an order. If you do not have an account >

Question 39

I can't log in anymore, what can I do?

Accepted Answer

Have you forgotten your password? Then you can easily reset it via > Forgot your password? Did you forget the e-mail address you use to...

Question 40

How does cookies and privacy work?

Accepted Answer

All information about cookies and privacy can be found here.

Question 41

How can I make business purchases with the 0% VAT rate?

Accepted Answer

Businesses with a valid EU VAT number and a registered office outside the Netherlands can make purchases at Toolnation with a 0% VAT rate. This exemption applies under the intra-Community supply rules, as set out in Council Directive 2006/112/EC and incorporated...

Question 42

Why has my VAT ID been declared invalid by VIES?

Accepted Answer

If your VAT number is not accepted, the following reasons may apply: Your VAT number was entered incorrectly – Ensure it follows the correct format for your country (e.g. FRXX999999999, BE0999999999, LU99999999). Your VAT number...

Question 43

How can I unsubscribe from the newsletter?

Accepted Answer

You can very easily unsubscribe from our newsletter via the unsubscribe button located at the bottom right of each newsletter or via your account.

Question 44

How do I sign up for the newsletter?

Accepted Answer

You can sign up for our newsletter using the subscribe page. Why subscribe to the newsletter? You will be the first to know about our offers. You will receive a selection of the...

Question 45

How can I customize the newsletter preferences?

Accepted Answer

You can easily change your newsletter receiving preferences yourself by clicking > E-MAIL PREFERENCES at the bottom left of any newsletter or through

Question 46

I have a question about an article.

Accepted Answer

Our sales department will be happy to help you if you have a question about an item or accessory. Please include a link, EAN-code or item number if necessary, so they can help you faster and better.
Ask your question via the contact form at the bottom of...

Question 47

I have a question about a promotion.

Accepted Answer

All promotions have their own section page where all conditions are listed. You can easily find them via the homepage or via the items participating in a promotion. There is usually an additional "sticker" that links...

Question 48

Can I request a quotation?

Accepted Answer

It is of course possible to ask for a special quotation. Please contact us via the contact form at the bottom of this page. Our sales department will process your request for a special price. Tip: if you have a

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