Customer service

On this page you will find information about us, about ordering via our webshop and, for example, about returns and complaints.

Of course it may be that the answer to your questions is not there. Feel free to contact us via email or telephone. Our contact details can be found here .

Problems ordering?

If you have a problem during the ordering process, please let us know .
If necessary, we will process your order by telephone or e-mail. And we ensure that your order is processed quickly.

Contact

Would you like to call or email us? Our details are on the contact page .

Sending & Delivery

Almost all orders are sent with PostNL. You will receive a message from PostNL about the status of your shipment.

Orders from Bunzlau Castle are sent with DHL, only to the Netherlands or Belgium, and only to your home address. Unfortunately, PakjeGemak does not work for Bunzlau Orders.

You can find the shipping rates here

To save the environment, we reuse as much used packaging material as possible. If the boxes are still strong enough, we pack the orders in them. It may be that a box looks a bit more "used" one time than the other. If a box is no longer sufficiently strong, it is shredded and used as a filler to protect, for example, porcelain and earthenware.

If a box appears damaged upon receipt, please let us know as soon as possible. We prefer to have a photo by e-mail, so that we can take a look with you.

Delivery time

For almost all items, a delivery time of 1 to 2 working days applies. All packages go to the post on Monday, Tuesday, Thursday and Friday. If an order is placed on one of those days before 4:00 PM, it will generally be delivered the same day.

For coffee, sometimes (when the coffee still needs to be roasted) we need some time. You will then receive a super fresh product. We then opt for the highest quality and that takes some extra time.
With Bunzlau Castle deliveries, we see that delivery usually takes 3-4 working days.

Returns

You have the right to cancel your order up to 14 days after receipt without giving any reason. After cancellation you have 14 days to return the items. Please return the items in the undamaged, original packaging! If we have received the items in good order, the full purchase amount will be refunded to you as soon as possible, but in any case within 14 days after cancellation.
For the return you pay the shipping costs yourself.

To cancel, send an e-mail to info [at] vanhilst.com or send a message via the contact page , stating your order number.

With our newsletter we inform you about new products and attractive promotions. Would you like to receive the periodic newsletter by e-mail? Click here to enter your email address.

Do you no longer want to receive a newsletter? Sorry but no problem. You can unsubscribe here .

User accounts

Creating a user account is not mandatory at Van Hilst Koffie en Thee. If you want to order without an account, you can do that too. Your account is not used to keep track of your savings balance. You automatically save even if you don't have an account.

An account offers the following benefits:
- Your name and address details are already filled in for you. ( See also our privacy policy. )
- You can consult your order history
- You can consult your purchased products
From these overviews you can easily place previously purchased products in your shopping cart again.
- You can log in during the ordering process, or in advance via the My Account page.

Remove Account

Do you want your data deleted? Send an email to info [at] vanhilst.com or send a message via the contact page and state the email address you used to register. We will then delete your data.

Payments

You simply pay with iDEAL, Mastercard or Visa Card with 3D Secure. Safe and trusted.
For customers in Belgium and Germany, there is the option of paying with Klarna Sofort, KBC or Mister Cash.

Of course you can also pay via a manual transfer. Please state your order number, so that we can quickly link your payment to your order.

Business / commercial customers

For business customers there is the option of payment by invoice. The invoice will then be sent by e-mail and the payment term is 14 days.
After we have received your order with this additional information, the information will be checked and assessed. We may ask for additional information.
If everything is correct and agreed, you will be registered as a business customer and your order will be processed and shipped.

Bonus points

With every order you place, you can save for a € 10 gift voucher. You can read how this works on the information page about saving.

Questions and comments

Do you have any questions, comments or perhaps a complaint? We would like to hear your feedback so that we can do something about it. To send your reaction, you can email us or send your comments via our dedicated page for questions, comments and complaints .
We recommend that you first make complaints known to us by using this page or by sending an email to info [at] vanhilst.com. If this does not lead to a solution, it is possible to register your dispute for mediation via Stichting WebwinkelKeur .
From 15 February 2016 it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr . If your complaint is not yet being processed elsewhere, you are free to deposit your complaint via the platform of the European Union.

Terms & Conditions

Our general terms and conditions of sale apply to all our sales transactions. You can read these here .

Translated by Google

The German and English versions of our website have been translated with Google Translate. Although the technique is very good, some translations are not 100% accurate. If there is anything unclear, please contact us via our contact page .

Privacy Policy

When ordering via the internet, we naturally need some information from you, so that we can send your order. We only use this information to send your order and to keep track of your savings.
Our website uses cookies to ensure that our webshop functions properly. These are necessary, among other things, to keep track of the shopping cart.

You can read more about the use of personal data and cookies in Privacy Policy .

Our data

Chamber of Commerce

Van Hilst Koffie en Thee is registered in the trade register of the Chamber of Commerce. Chamber of Commerce file number: 09113948.

Our address details are on the contact page .

VAT number

We are registered with the tax authorities under number NL815702814B01.