Orders & Payment
Ordering from DETJER® should feel just as enjoyable as finding the right piece for your home. Here you will find everything you need to know about placing an order, product availability, secure payments, invoices, VAT and professional purchases—clearly explained and without a maze of small print.
Ordering from DETJER®
Our online stock is directly linked to the actual inventory held across our three warehouse locations in the south of the Netherlands, including Valkenswaard and Maarheeze. When a product is shown as available, it is physically in stock and ready to be prepared for shipment.
What happens after I place an order?
You will automatically receive an order confirmation by email. Please check the products, quantities, billing and delivery addresses, contact details and payment information carefully.
Once both your order and payment have been received, our warehouse team will begin processing the order. Products that are in stock are usually prepared for dispatch on the next business day.
Processing may take slightly longer during busy periods, promotional campaigns or public holidays.
What information is included in the order confirmation?
Your order confirmation contains an overview of the most important details:
- Your order number
- The products and quantities ordered
- The billing and delivery addresses
- The amount paid
- The selected payment method
- The shipping costs
I did not receive an order confirmation. What should I do?
Please check your spam or junk folder first. If the confirmation is not there, contact us so we can verify whether your order and payment were received correctly.
Stock & Availability
How reliable is the stock information shown online?
Our stock information is updated automatically and reflects the inventory available in our warehouses.
In the unlikely event that two customers order the final item at almost exactly the same time, a small stock discrepancy may occur.
Should an item unexpectedly become unavailable after you have placed your order, we will contact you to discuss the available options. We will never substitute a product without your approval.
Depending on the situation, you may choose to:
- Wait for the next delivery
- Select an alternative product
- Receive the available items separately
- Cancel the unavailable item and receive a refund
Will a sold-out item become available again?
When known, the expected restock date will be shown on the product page.
Please note that these dates are estimates and may occasionally change due to production schedules or international transport delays.
Can I reserve an item?
In some cases, this is possible.
Please email us with the product name, colour, quantity, complete delivery address and preferred delivery period. A reservation is only confirmed once you have received written confirmation from DETJER®.
Depending on the product and the requested reservation period, full payment or a deposit may be required.
Can I pre-order an item?
Selected products can be ordered before they return to stock. The expected arrival period will be stated as clearly as possible on the product page.
Your order will be shipped once the product has arrived at our warehouse and passed our quality inspection.
What happens if my order contains both in-stock and pre-order items?
We normally ship the complete order once all products are available.
Please contact us if you would prefer to receive the available items separately. Additional shipping costs may apply to partial shipments.
Changing an Order
Can I change my order or delivery details?
Please contact us as soon as possible.
As long as the order has not yet been packed or collected by the carrier, we will do our best to make the requested change.
This may include:
- Correcting the delivery address
- Updating a telephone number
- Changing the quantity
- Changing a product, model or colour
- Adding or removing an item
Once an order has been packed or handed over to the carrier, changes may no longer be possible.
Can I use a different billing and delivery address?
Yes. This can be useful for professional projects, gifts or direct deliveries to customers and project locations.
Please make sure the recipient is aware of the shipment and is available to accept it. Product prices are not shown on the packing slip.
Payments
How can I pay for my order?
The available payment methods are shown during checkout and may vary depending on the country, currency and order value.
Payments are securely processed by recognised payment providers. DETJER® does not store your complete card details or other sensitive payment information.
What will I see before completing the payment?
Before placing your order, you will see a clear overview of:
- The product prices
- Any discount applied
- The applicable VAT
- The shipping costs
- The total amount to be paid
My payment failed or is still pending. What should I do?
An order is normally released for processing only after the payment has been successfully completed.
Please contact us if the amount has been deducted from your account but you have not received an order confirmation.
How long does payment confirmation take?
Most payments are confirmed immediately.
Bank transfers may require additional processing time. Your order will be prepared once the payment has been received and correctly matched to the order.
Always include your order number or invoice number when making a bank transfer.
Prices, VAT & Invoices
Do the prices include VAT?
Consumer prices shown on our website include VAT unless stated otherwise.
The final amount, including VAT and shipping costs, is displayed before the order is completed. The applicable VAT rate depends on the delivery country and the nature of the purchase.
Can a professional customer order without VAT?
VAT-free invoicing may be possible for eligible professional customers within the European Union, provided all legal requirements are met.
This generally means that:
- The order is placed by a registered business
- A valid European VAT number is provided
- The billing and delivery details meet the applicable requirements
- The VAT number can be verified through the official European VAT system
Please provide your complete company details before making the payment. VAT cannot always be removed retrospectively after an order has already been completed.
When will I receive my invoice?
Your invoice will be sent digitally by email once the order has been processed.
Invoices are not normally included inside the shipment.
Can I add company details, a project name or purchase reference to the invoice?
Yes. Please provide this information before the invoice is issued.
We recommend checking all billing details carefully before completing your order.
Discounts & Professional Orders
How do I use a discount code?
Enter the discount code during checkout and check that the discount has been applied before completing the payment.
Discount codes generally cannot be added retrospectively.
Please note that:
- Discount codes cannot normally be combined
- Discounts may not apply to sale items or product sets
- A minimum order value may apply
- Codes may only be valid for a limited period
- Codes may be restricted to selected products or countries
What does DETJER® offer professional and project customers?
Architects, interior designers, retailers, hospitality businesses and other professional customers can apply to become a DETJER® project partner.
Depending on the project, we can provide:
- A personalised quotation
- Project partner pricing
- Shipping calculations
- Product availability and estimated delivery dates
- Pro-forma invoices and VAT verification
- Advice about quantities, materials and product combinations
What information should I provide for a professional quotation?
Please send us:
- The required products and quantities
- The complete delivery address
- Your company details
- Your VAT number
- Any project name, purchase reference or preferred delivery period
For larger orders, a personalised quotation allows us to calculate the most suitable and cost-effective shipping method.
Need Assistance?
Our customer service team is happy to help with products, availability, orders, payments, invoices, VAT and order changes.
Please include your order number whenever possible so we can assist you more quickly.
Email
[email protected]
Customer Service
+31 40 231 06 57
Business days
09:00–12:00 and 13:00–16:00
We aim to respond within one business day. During promotional periods and public holidays, responses may occasionally take a little longer.
Team DETJER®
