FREQUENTLY ASKED QUESTIONS

The following FAQ's are the standard questions for all webshops on the UnitedWarehouse platform. Each webshop can in addition have its own FAQ's refarding the specific products being sold on the webshop you visit. Please always check the FAQ's of the resellers webshop it self to be fully updated!

1. ORDER PROCESS AND PAYMENT

HOW TO SEARCH PRODUCTS?

Search for products by entering the product name or keyword into the Search Bar at the top of any page. Try to enter a general description. The more keywords you use, the less products you will get in the results page. When you find a product you’re interested in, simply click the product name or the product image for more details.

HOW ARE SHIPPING COSTS CALCULATED?

Shipping costs are calculated based on shipping method (air, sea or land), product weight / volume and address of delivery. Different shipping companies have different rates, so it’s best to check and compare which is most affordable and economical. For more details on how shipping costs are calculated, please contact us.

WHAT IS CUSTOMER/BUYER PROTECTION?

Buyer Protection is a set of guarantees that enables buyers to shop with confidence on our platform or retailers webshops. The customers are protected when:

The item you ordered did not arrive within the time promised by the seller*.
The item you received was not as described.
The item you received that was assured to be genuine was fake.

* different conditions for print-on-demand.

WHICH PAYMENT METHOD CAN I USE?

We offer many payment solutions which can be done in a simple and SSL secure and encrypted method via the online payment platform with: Visa, MasterCard, Bancontact, Maestro, iDeal, Giropay, Direct ebanking, Bank transfer or by PayPal. For more info on payment please click here.

CAN I SEE IF MY ORDER IS RECEIVED?

immediately after an order is placed, an automatic order confirmation is send to the customer by e-mail. This email is the confirmation that we have received the order. We ask the customer to check the email carefully and report any errors immediately.

HOW DO I GET MY INVOICE?

When the order is ready and send the invoice is at the same time also send by email to the customer. At that time, the order will receive the status "Completed". This way the customer knows the order is shipped and ready to be followed by track and trace. All invoices are also stored in the customers account. To retrieve the invoice afterwards, the customer goes to the order from which the invoice is needed and click on the invoice button to save a copy to the computer.

2. GENERAL

CAN I STILL ADJUST AN ORDER?

That depends on the status of the order. If the status of the order is not yet on being processed, than adjustmenst can still be made. If the order is already being processed, it is no longer possible to make changes. The order will be executed as planned.

WHAT IF THERE IS A COMPLAINT?

Although we work according to the highest quality standards, it is still possible an error occurs. If this is the case, the customer needs to fill in the complaint form on the contact page within three working days after receipt of the goods. We will contact the customer within 24h. Attention: orders can not be send back without authorization first. If the product was send back without the authorization, we are not be responsible if the refund is not approved. We do not send products back to the customer.

WHAT IS A PREDETERMINATED DELIVERY TIME?

A predetermined delivery time is the time we think we need to have the order delivered to the customer, set on the day the order was made. However, we cannot anticipate whether any delays will occur in the future after the order was placed. For example, production may delay when it is very busy, or it may occur that the shipment is delayed by the courier, due to traffic or weather conditions.

In both cases, keep in mind that the specified delivery time is a possible predetermined time and that all orders are send in standard shipment, this means an order can be delayed, both in production and by courier. In other words, a predetermined delivery time is not a guaranteed delivery time. Where possible a faster and secire delivery service can be ordered.

CAN PACKAGES BE COLLECTED BY THE CUSTOMER?

Due to logistical reasons collection is not possible in any way.

ARE SHIPMENTS NEUTRAL?

Yes, always! All our labels are provided with a neutral address, especially for our retailers, this way you can deliver directly to your customers. The customer receives a neutral package with the order, no invoices or order forms are sent with, in or on the package. Invoices are only sent directly to the orderer's email which was specified during the order. We never directly contact your customers for any reason!

STILL NEED HELP?

Burning questions, product advice, or anything else we can help with – Just send us an email.

We love to hear from you!