FAQ

Shipping
 

Which countries can I have my orders delivered to and how long does it take for the order to arrive?
We ship to 26 countries in Europe. Check our 'Shipping and delivery' for delivery times per country. 

What are the shipping costs for my order?
Actual shipping costs are displayed at checkout. The page 'Shipping and delivery' displays the shipping costs per package and country.

My company is located at a residential address. Can it be delivered here?
In this case, DHL Business will transfer the package to DHL's private network. The conditions of the private network will apply to the delivery.

I won't be home on the delivery day. What are my options?
DHL will deliver the package one working day later. If you can't receive the package, please contact our customer service with the corresponding invoice number.

My package was delivered to a Trans-o-Flex location. Where can I pick it up?
The Trans-o-Flex website will help you to find the right address.

Warranty and returns

Can I return my order?
The Distance Selling Act applies to contracts between a company and a consumer. As a customer of TWM, you have entered into a business agreement. We do not process returns. A detailed explanation is available in our terms and conditions.

How do I handle an order that was delivered damaged?
If your package has been delivered damaged, please contact our customer service department at [email protected] within 72 hours of receiving the package. Please include the invoice number, a photo of the package, and a photo of the damaged item with your e-mail.

I didn't get the right item. What do I need to do?
Our packages are always carefully checked. If the wrong item has been sent anyway, please send us an e-mail within 72 hours after receive to our customer service, including the invoice number and a picture of the white sticker with item code or the barcode of the item and a description of the product, so we can fix it for you straight away.

Contact
 

I have a question about my order, how can I contact someone?
For all questions about orders, please e-mail [email protected].

I sent an e-mail, when can I expect a response?
We answer each e-mail within a maximum of 1 working day. E-mails sent during office hours are usually answered within a maximum of 3 hours.

I have an urgent question, how can I contact you quickly?
During office hours, we offer live chat so we can help you immediately.

Payment and ordering
 

I want to order more than the maximum quantity indicated. How do I do that?
The maximum amount you can order is our current stock indicated on the website. If you wish to order a larger amount, please contact us at [email protected] or via live chat to discuss your options.

I can't checkout. How do I place the order?
In most cases, this problem has to do with the browser or the cookies. If this problem occurs during checkout, please delete the cookies or use a different browser.

How should I pay for my order?
We offer 9 different payment options: iDEAL (NL), Bancontact (BE), Sofort Überweisung (DE), Maestro, VISA, MasterCard, Klarna, PayPal and a bank invoice. More information can be found on the page payment options.

Where can I find my invoices?
After you place your order, we will send the invoice in an e-mail. Your invoices can also be accessed in your account under 'My account', then 'Order history'.

Account
 

I want to make changes to my information. How can I do that?
You can change your information in the 'My account' section at www.twm-bv.com. If you want to change your VAT number, please contact our customer service.

I forgot my password. What should I do?
You can request a new password using the 'forgot password' button or send an e-mail to [email protected].

I am not liable for VAT. Can I create a business account?
Even as a non-VAT-liable organisation, you can create an account at TWM under the small business regulation. In the Netherlands, we only check the Chamber of Commerce number and not the VAT number. Our foreign customers who fall under this regulations must tick this option in the account so they do not have to provide a VAT number. This applies to small entrepreneurs, the self-employed and organisations like schools, foundations, associations, and other non-profit organisations without a VAT number.

I want to delete my account, how do I proceed?
You can delete your account by yourself under 'Customize my account'.