ORDERING & PAYMENT
How do I place an order?
Ordering is easy via our webshop. Choose your product, add it to your cart and complete the checkout process. If you have any questions about your order, you can reach us at [email protected] or by phone on +31 (0)88 6880600.
Which payment methods do you accept?
We accept the following payment methods: iDEAL/Wero, Bancontact, Credit card (Mastercard and Visa), PayPal, bank transfer (prepayment) and Klarna (pay later). All payments are processed via a secure connection.
Can I still change or cancel my order?
Please contact us as soon as possible if you wish to change or cancel your order. As long as your order has not yet left our warehouse, we will do our best to arrange this for you. Send an email to [email protected] with your order number and your request.
Will I receive an order confirmation?
Yes, once your order has been placed you will automatically receive an order confirmation at the email address you provided. Also check your spam folder if you have not received anything.
DELIVERY WITHIN THE NETHERLANDS
What is the delivery time within the Netherlands?
We aim to deliver as quickly as possible. Order on working days before 14:00? Then your order will be handed to our delivery service the same day. Orders placed at the weekend are processed and shipped on the next working day.
How is my Kamado delivered?
Kamado's are delivered to your home by our specialist delivery service. During checkout you choose a delivery date that suits you. Our delivery service will contact you on the day of delivery, approximately half an hour to an hour in advance, so they do not arrive at a closed door. Kamado's are never delivered to a collection point or parcel locker, so please make sure you are at home on the chosen delivery date.
Our delivery service delivers to the threshold only. This means the Kamado will not be unpacked or assembled. Do you have a gravel driveway or a difficult to access entrance? There is a chance the Kamado will be delivered in front of the path or driveway. Would you like to know exactly what the options are for your situation? Please contact us in advance at [email protected] and we will be happy to think along with you.
How are other products delivered within the Netherlands?
Charcoal, accessories and Shichirins are shipped via one of our delivery partners. Once your order leaves our warehouse, you will automatically receive a tracking code so you can follow your parcel.
DELIVERY OUTSIDE THE NETHERLANDS
Do you also deliver outside the Netherlands?
Yes, we also ship abroad. Please note that delivery times outside the Netherlands are longer than within the Netherlands and that same-day shipping does not apply to international orders. The exact delivery time depends on the country of destination and is shown during the checkout process.
How are international orders shipped?
For international shipments we always work with reliable delivery partners that offer the best shipping conditions and fastest delivery times for the relevant country. Once your order leaves our warehouse, you will automatically receive a tracking code so you can follow your parcel. Please note that any customs costs or import duties are for the account of the recipient. This varies by country. Do you have questions about this? Please contact us at [email protected].
Are Kamado's also delivered outside the Netherlands?
Different conditions apply for the delivery of Kamado's outside the Netherlands compared to domestic deliveries. Please contact us at [email protected] so we can discuss the best solution together.
Are prices inclusive of VAT for international orders?
The prices on our website include Dutch VAT. Depending on your country of destination, other tax rules may apply. If in doubt, please contact us at [email protected].
TRACKING & INVOICE
How can I track my order?
Once your order leaves our warehouse, you will automatically receive a tracking code by email. You can use this code to follow the status of your shipment via the website of our delivery partner. Have you not received tracking after two working days? Please contact us at [email protected].
Where is my invoice?
You will automatically receive your invoice once your order leaves our warehouse. Our warehouse and customer service are available Monday to Friday from 08:00 to 17:00. Did you order at the weekend? Then your order will be processed and shipped on the next working day, after which your invoice will follow automatically. Also check your spam folder if you cannot find the invoice.
CUSTOMER SERVICE
How can I contact you?
Our customer service is available Monday to Friday from 08:00 to 17:00 via the following channels.
Phone: +31 (0)88 6880600
Email: [email protected]
How quickly do you respond to my question?
We do our utmost to answer all questions as quickly as possible. In most cases you will receive a response the same day. Please note that we may need up to three working days to help you fully. Did you send your question at the weekend or outside office hours? Then we will pick this up for you on the next working day.
RETURNS & COMPLAINTS
My shipment arrived damaged, what now?
Although we pack all orders with the greatest possible care, unfortunately something can go wrong along the way. In that case, please contact us as soon as possible at [email protected]. Please include photos of the damage and your order number, and we will resolve it for you as quickly as possible.
Can I return a product?
Yes, products can be returned within 14 days of receipt, provided they are unused and in their original packaging. Please contact us first at [email protected] so we can go through the return process together. More information about our return policy can be found on our delivery and returns page.
My product is not working correctly, what can I do?
Please contact us at [email protected] or by phone on +31 (0)88 6880600. Describe the problem as clearly as possible and include photos or videos if possible. We will work with you to find the best solution.
PRODUCTS & WARRANTY
Do your products come with a warranty?
Yes, all our products come with a warranty against material and manufacturing defects. The warranty period varies by product. For warranty queries, please contact us at [email protected] with your order number and a description of the problem.
Can I order spare parts?
Yes, we have an extensive range of spare parts. Browse our parts range and find the part you need. Not found what you are looking for or not sure which part you need? Please contact us at [email protected] and we will be happy to help.
Which Shichirin or Kamado suits me?
On our tips page you will find extensive buying guides and blogs to help you choose the right Shichirin or Kamado. From model overviews to usage tips, everything is clearly laid out. Still not sure? Feel free to contact our customer service at [email protected] or call us on +31 (0)88 6880600.
OTHER
I have a question that is not listed here. No problem. Send us an email at [email protected] or call us on +31 (0)88 6880600. We are available Monday to Friday from 08:00 to 17:00 and are happy to help.
