Frequently Asked Questions

Creating your first order

I am having trouble logging in.

If it is the first time ordering from the renewed website, you will need to create a new account. The login data from the previous website could not be transferred.

The first time you order, fill in only the left column.


I am getting error messages on the VAT number.

The VAT number must be entered without country code, without spaces and without punctuation marks.If the error message keeps coming up, please check your VAT number at the following address:

How can I enter an additional shipping address?

Log in and then go to the 'My Account' tab. In the left-hand column, click on 'Shipping Addresses' and then on the green 'Create Shipping Address' button. You will be asked for a code. This is a code you may choose: e.g. neighbors, work, grandma, .... . The code should not be longer than 10 characters. When you get back to your shopping cart, you can choose from the different addresses.

Changing my details/order

Do I need to create an account?

Yes. Creating an account makes it easier for you when you want to order a second time, you do not have to complete all the information again. Plus it also ensures that we certainly have all the details, so that nothing goes wrong. Your information will remain only in our possession and will not be disclosed to third parties.

When is VAT is applicable to me?

For each customer in Belgium VAT is charged. Customers who have a VAT number, can deduct the VAT from their VAT returns. For foreigners VAT is charged if you do NOT have a VAT number.

When do I pay and when will I receive my goods?

The goods are shipped only after we have received your payment. If you pay by debit/credit card, we send the goods immediately. If you pay by bank transfer, it may take several days before we receive the funds.

What is "payment on collection"?

"Payment on collection" means "payment upon pickup”. When you come to collect the goods yourself, you can pay on the spot. Please note that we can only receive cash or check, NO electronic payments

Is the amount for free shipping with or without VAT?

UPS Standard shipping is free for purchases within Belgium, the Netherlands and Luxembourg from 150 euros excluding VAT.

How do I calculate the shipping costs?

Shipping costs are calculated automatically at the end of the order, but long before you have to confirm your order.

When I order silicone rubber, is the hardener included?

All products are available in kits (product + correct amount of hardener), but also separately. Pay close attention to what you order.

Can I return my goods?

Goods can only be taken back if they are still in original and closed packaging. You take care of the shipment yourself.

How can I redeem a gift certificate?

For now, there are no codes available where you can enter your gift certificate so that it is automatically deducted from your amount. When you confirm your shopping cart, please put in the 'Comment' field, that you are transferring the payment without the amount of the gift certificate you received from ... . We will take care of the rest.

Where can I go with a complaint?

In case you have a complaint, you can contact us in the first instance. If you want to deal with it higher up, please visit the online dispute resolution