Shipping and delivery
Shipping costs, delivery times, track & trace and collection.
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Shipping costs and delivery times
What does shipping cost?
Shipping costs depend on the weight of your order and the country of delivery. You'll see the exact amount at checkout, before you pay — never afterwards.
We charge shipping separately rather than building it into the product price. That way you only pay for what you order, and you can see exactly where your money goes. We deliberately don't offer products with “free shipping”: those costs are simply hidden in the price.
For very heavy consignments we make a separate transport calculation. Just complete your order, or email us in advance for a quote.
Choose collection and you pay no shipping costs at all.
How quickly will my order arrive?
Orders that come in on working days within our opening hours and are paid for usually ship the same day. Orders placed outside those hours or at the weekend go out on the next working day.
Indication after dispatch:
- Netherlands — usually the next working day
- Belgium and Germany — usually within 2 working days
- Rest of the EU — typically 4 to 5 working days
- Outside the EU — 5 to 14 days, depending on destination and customs
These are carrier estimates, not guarantees. By law we deliver within 30 days of your order at the latest, unless we agree otherwise with you. If that isn't possible, we'll tell you and you can cancel the purchase free of charge.
In a hurry? Get in touch and we'll see what's possible.
Which carrier do you ship with?
Depending on destination, weight and dimensions we ship with PostNL, DHL or DPD. At checkout you'll see which options are available for your address, including collection points near you.
To prevent transport damage we pack everything in new double-wall cardboard boxes. If your parcel does arrive damaged, refuse it at the door and let us know that you refused it and why.
How do I track my shipment?
As soon as we hand your parcel over to the carrier, you'll automatically receive an email with a track & trace link.
Haven't had that email yet? Then your order is still being processed. That may be because payment hasn't completed, or because we're still packing.
You can also find your orders and their status at any time in your account.
Delivery
What happens if I'm not at home?
The carrier will usually make a second delivery attempt, or drop the parcel at a nearby collection point. You'll be notified, by email or with a card through the door.
At PostNL a parcel is held at the collection point for 7 days. If it isn't collected, it comes back to us.
Would you still like to receive the parcel after that? Get in touch. Please note that we'll have to charge the new shipping costs.
Can I have it delivered to a different address?
Yes. During checkout you can enter a different delivery address. The billing address is the address that appears on the invoice; the delivery address is where the parcel is delivered.
Handy if you're sending something straight to a customer, to a work address, or as a gift.
My parcel didn't arrive or was returned
First check your track & trace and your letterbox, and see whether the parcel is with neighbours or at a collection point.
If something really has gone wrong — your parcel is missing, damaged, or something is short — get in touch with us. Until the moment of delivery, the risk of damage and loss lies with us, so we'll sort it out together.
One exception: if a parcel can't be delivered because of an incorrect or incomplete address, or isn't collected from the collection point, it comes back to us and we have to pass on the transport costs. So check your address details carefully.
Do you ship around public holidays?
We don't ship on official public holidays. Orders received on such a day are processed on the next working day.
In busy periods, December in particular, delivery can take longer than usual. Place your order well in advance during those weeks.
We announce changed opening hours and closing days on the website beforehand.
Returns and warranty
How long do I have to change my mind?
As a consumer you have a statutory 14 days to withdraw after receiving your order. You don't have to give a reason.
We give you 30 days. That's more than the law requires.
Notify us of your withdrawal using the withdrawal form, by email or by phone. You then have a further 14 days to send the product back.
Once we receive your notification we refund within 14 days, including the standard shipping costs you paid on the order. If you chose a more expensive shipping method when ordering, we refund the standard rate. Return shipping costs are yours to bear.
We may withhold the refund until we have the product back or you have shown that you sent it.
Are there products I can't return?
Yes. For a number of products the right of withdrawal does not apply by law:
- Made-to-order or customised products, such as formulations mixed specially for you or quantities decanted outside our standard range
- Sealed products that are not suitable for return for reasons of health protection or hygiene, where the seal has been broken
- Products that have been irreversibly mixed with other items after delivery
You may unpack a product and inspect it as you would in a shop. If you go further — by mixing components or breaking open packaging, for instance — we may charge for the loss in value.
Not sure whether something can be returned? Just ask us before you open it.
What if my product isn't right?
You are always entitled to a product that matches what you can reasonably expect of it. That is the statutory conformity obligation, and it exists independently of any commercial guarantee.
With chemical products, processing determines the result. So follow the preparation instructions on the technical data sheet exactly. If the end result differs even though you worked precisely to specification, get in touch — ideally with photos and the mixing ratio you used.
We assess the product on receipt and offer an appropriate solution: repair, replacement or refund. If it turns out the preparation instructions weren't followed, we unfortunately can't cover costs incurred.
Also watch the shelf life: silicones, resins and hardeners have a limited shelf life and are sensitive to moisture and temperature.
I have a complaint
Let us know via the contact form or by email. Describe your complaint as fully as you can and include your order number.
We acknowledge your complaint within 14 days and give a substantive response within that period. If we need longer, we'll tell you and indicate when you can expect an answer.
If we can't resolve it together, you can turn to the competent court or to a recognised dispute resolution body in your country. Consumers within the EU can also get free advice from the European Consumer Centre in their own country for cross-border purchases.
Collecting in Heerlen
How does collection work?
Choose collection at checkout. You'll first receive an order confirmation, then a second email once everything is ready. Wait for that second email before coming by.
Collection address
Nedform BV
Koperslager 4
6422 PR Heerlen
The Netherlands
Opening hours
Monday to Thursday: 08.30 – 17.00
Friday: 08.30 – 15.00
Let us know your visit in advance by email or phone and we'll have everything ready. You can also order on the spot; you pay by card or in cash.