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Customer support service

-        How can I reach you?

-        During which timeframe can I reach you?

-        Is the call service free of charge?

Ordering

-        How do I place an order?

-        Can I ship my order to a different address?

-        Can I pick up my order personally?

-        Will I receive a message when I place an order?

-        Can I change or cancel an order?

-        Can I order a product that is not (not anymore) available on your website?

-        Can I combine volume discount products?

-        Is volume discount automatically calculated?

Payment

-        Which payment options do you offer?

-        Will different payment options influence the shipping date?

-        How does payment through debit work?

-        How does payment through wire transfer work?

Shipping & delivery

-        What are the shipping fees?

-        When is my package going to be delivered?

-        How do I see if a product is in stock?

-        What will happen if I order products with different delivery dates?

-        Which currier company is used for delivering shipments?

-        What happens if I am not at home when the package is being delivered?

-        Can I set a delivery date?

Return policy

-        Can I return my order?

-        Are there any fees involved with returning an order?

-        Can I always return my order?

-        My package has been damaged or is incomplete, what now?

-        My filament is not vacuum sealed anymore, can I still return it?

 

If you could not find your question in this list, feel free to send us an E-mail at info@hestay.nl or call (0416) 854 344 for more information.

 

Customer support service

 

How can I reach you?
You can always contact us through E-mail or online chat and we will answer you within 24 hours. If you want a direct answer, you can always call us at +31 416 854 344 and we will try to answer your questions. Only Dutch and English languages are supported.

 

During which timeframe can I reach you?
Our customer support service is available for your call during these hours:

Monday – Friday                09:00 – 18:00 uur

Saturday                           09:00 – 18:00 uur

Above mentioned time periods are situated in time zone UTC+1.

It is always possible to contact us through E-mail or online chat and we strive to answer your questions within 24 hours.

Is the call service free of charge?
Calling us is almost free. The only fee you will pay is the one your carrier is charging you. 




Ordering

How do I place an order? 
Place the products you want to order in your shoppingbasket by pressing the button: "add to cart". After you've added the products you need to press the button: "checkout" when hovering with your mouse above the shoppingbasket icon in the right upper corner of your screen. 


Can I ship my order to a different address?
Yes you can. During the checkout process there is an option to choose a different invoice adress and delivery adress. 


Can I pick up my order personally?
That is not possible. We don't have a pick-up point. If you live in the Netherlands you can choose to delivery your products at a PostNL pick-up point. 

 
Will I receive a message when I place an order?
Yes. After you have placed an order you will receive a confirmation email within minutes. After the products has been send you will receive another email with the track & trace information. 


Can I change or cancel an order?
Cancelling or changing an order is only possible before you've received the track & trace email. After you've received this email your products has been send and you can't change or cancel your order.


Can I order a product that is not (not anymore) available on your website?
If you want to order a product that is not on our website (anymore) please contact our customer service and we will see what we can do. 


Can I combine volume discount products?
No you can't. The volume discout is only valid on a order of multiple times the same product. 

Is volume discount automatically calculated?Yes. The volume discount will be automatically calculated in your shopping basket. 



Payment

Which payment options do you offer?
 
On our website you will be able to make your payment with the following payment methodes:
- Paypal
- Creditcard (Visa, Mastercard)
- iDeal
- Bitcoin
- Bancontact/mistercash

Will different payment options influence the shipping date?

No. Every payment option is a direct payment and we will, after you've completed the payment, directly send your products to you.  


Shipping & delivery

What are the shipping fees?
The shippingfees depents on the country of destination. On our Shipping and return page you can ealisy find the shippinfees for your country. 

When is my package going to be delivered?
The deliverytime depents on the country of destination. On our Shipping and return page you can ealisy find the deliverytime for your country. 

How do I see if a product is in stock?
At the productpage there is always a small line that says if the product is in stock or not.  

What will happen if I order products with different delivery dates?
If you place an order with multiple products and one of the products has a longer deliverytime because it is not in stock for example, then we will wait till all products are in stock and send the whole order at once. If this happends to your order we will of course inform you about the situation.  

Which currier company is used for delivering shipments?
We use PostNL. This is a professional dutch shippingcompany who delivers our products worldwide.  

What happens if I am not at home when the package is being delivered?
The goods will be delivered at a local postoffice or the deliveryguy will come back the next day. 

Can I set a delivery date?
That is unfortunatly only possible for orders within the Netherlands. 

Return policy

Can I return my order?
Yes you can. Please read further information about returning your order on the shipping & return page

Are there any fees involved with returning an order?
If the reason why you want to return the products is our fault. Then we will pay the return costs. If the reason of return is not our fault, you're responsible for the returning costs. 

Can I always return my order?
Yes you can. 

My package has been damaged or is incomplete, what now?
Contact us. We will search for a solution together.  

My filament is not vacuum sealed anymore, can I still return it?
Yes you can but we will charge you €3,- to vaccuum it again.