Frequently Asked Questions

Orders

Prices shown

The prices shown on our website include 21% VAT as applied in the Netherlands, but exclude shipping costs. Please note that prices may change at checkout if your country applies a higher or lower VAT rate. GBP prices are exclusive of VAT. VAT will need to be paid to the carrier when the order arrives in the UK.

How can I order from Sneeboer?

To order from our online shop, please complete the following steps:

  • Find your product(s);
  • Place your product(s) in the shopping basket;
  • You can now continue shopping or view, change or empty your shopping basket;
  • If your chosen products are in the shopping cart and you want to complete the order further, click <>;
  • Enter your personal details, desired delivery and payment method;
  • Please check your order and correct any input errors;
  • Read the terms and conditions and tick to agree;
  • Place your order by clicking the <> button;
  • Complete your chosen payment method and you will receive an order confirmation from us.

    Would you like to correct input errors or change your order during the ordering process? Then you can return to your shopping basket at any time. After you have placed your order, you will immediately receive an e-mail confirmation from us. Naturally, we will save this order confirmation ourselves. If you have unexpectedly lost your confirmation, or would like to receive it again for some other reason, we can send it to you by e-mail. Please send an e-mail to [email protected].

    How can I pay for my order?

    We have chosen different payment methods that you can pay with but these may vary by country. You can pay by:

  • Payment with common credit cards such as VISA, Maestro or Mastercard.
  • iDEAL
  • Paypal.
  • Bancontact

    Upon receipt of the full amount, we will put the order into production.

    How can I change or cancel my order?

    If you want to change an order, it is best to call us as soon as possible or send an e-mail to [email protected]. We will then find the best solution. If your order has already been shipped at the time of your cancellation, you can return the shipment. We will refund the invoice amount to you as soon as possible excluding shipping costs.

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    Returns

    Can I return my order?

    We want you to be completely satisfied with your order. Should you still not be satisfied for any reason, you can return the order provided you meet the following conditions:

  • The right of return, also known as the cooling-off period, means that you have the right to return the ordered product within a period of 14 days without giving reasons against a refund of what you have paid us.
  • You can decide to return up to 14 days after the day you take physical possession of the product. Your decision to return must be received by us within this period.
  • To exercise the right of return, you must let us know via a clear statement (e.g. by phone or e-mail) that you wish to return. You can also find a contact form on our site, but you are not obliged to use this form.
  • You must return or hand over the products to us as soon as possible, but in any case no later than 14 days after the day on which you informed us of your wish to return the ordered items. You shall bear the direct costs of returning the products.

    We will inspect returned products upon receipt. If we detect damage or traces showing that the products have been used in a way that goes beyond the nature, characteristics and functioning of the product, you will be liable for the depreciation of the products.

    Once you have returned the products, we will refund all payments made up to that point. Delivery charges will only be refunded if the item was damaged, defective or incorrectly delivered to you. You will receive the payments back from us as soon as possible, but in any case no later than 14 days after we have received your decision to return.

    We will reimburse you using the same means of payment with which you made the original payment, unless you have expressly agreed to another method of reimbursement. In any case, we will not charge you for such reimbursement. We may wait to refund you until we have received the goods back, or you have demonstrated that you have returned the goods, whichever occurs first.

    Shipping & Delivery

    Can I specify a different delivery address?

    It is possible during the order address to enter a second address where we can have the parcel delivered, e.g. your work address. At the end of the ordering process, you can provide us with additional information in the “comments” box.

    Send parcel to collection point

    For shipping within the Netherlands, it is unfortunately not possible to have your parcel delivered to a collection point near you. In case of absence, the carrier will leave a note in your letterbox and try again a day later.

    Shipping to UK, after Brexit

    Since 1 January 2021, new rules apply for shipping to the UK. Our tools are exempt from import duties but VAT will have to be paid on arrival in the country. You will receive an invoice from the carrier to pay this. With us, you pay the cost of transport to your address, but VAT will have to be settled with the carrier afterwards.

    If the total amount is <£135 then FedEx will ask for payment of VAT before delivery. Is the total amount >£135 then you can expect another invoice from FedEx after delivery.

    Besides VAT, FedEx will also charge an administration fee, this depends on the VAT amount.

  • If the VAT is £0.01- £42.50 then the fee is 30% of the VAT amount with a minimum of £4.25
  • If VAT is £42.50 – £510.00 then the fee is £12.75
  • If the VAT is £510.00+ then the fee is 2.5% of the VAT amount.

    What are the delivery times?

    We produce all tools to order. After receiving your order, we will send an e-mail with the expected delivery time. Every Sneeboer garden tool is handmade by our small team in Holland.

    What are the shipping costs?

    Shipping costs depend on size, weight and where the parcel is delivered. When you enter your order, the shipping costs will be calculated and visible to you.

    In the Netherlands, we ship all our orders with Beentjes from Heerhugowaard.
    We ship abroad with FedEx international and DPD. FedEx has a list of exceptions, postal codes that are far away such as islands etc. In some cases the shipping costs may be higher than calculated by our system. In this case, we will contact you.

    Here is an overview of shipping methods and surcharges.

  • UK: FedEx: length surcharge £20
  • US & Canada: length surcharge $28
  • Europe: DPD or FedEx: length surcharge €18.90 (excl. VAT)
  • Other countries: FedEx; length surcharge €22.50

    This surcharge is added to the total shipping cost in the check-out and is based on the length of a piece of garden equipment.

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    figure
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    Contact us

    At Sneeboer we are always ready to help others. Please do not hesitate to call or email us if you have any questions. We will then answer your question as quickly as possible.