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Customer service
Here you will find answers to most of your questions,If a question is not listed then you can ask them by sending an email to info@valk-at-home.nl.In most cases, we will respond within a few hours.FREQUENTLY ASKED QUESTIONS
1. What are the shipping costs of matresses, Boxsprings and headboards outside The Netherlands?
Shipping costs
For delivery of your order within the Netherlands we will not charge no shipping costs, Parcel delivery outside the Netherlands : 12,50 Euro
The delivery of mattresses, Boxsprings and headboards:
Transport costs are per tender provided , based on volume and destination.
For example, the delivery of a single bed with mattress:
- Netherlands: Free Delivery, all other countries on request
* Import- and customs duties for countries outside the EU:
Outside the EU, any import- or customs duties will be calculated when the order arrives in the country of destination. As a customer you are responsible for these charges, which may vary from country to country. The height of this charge is calculated by the customs of the country, where the order is delivered. If you want to know how much you have to pay, please contact the customs of the country.
For delivery of your order within the Netherlands we will not charge no shipping costs, Parcel delivery outside the Netherlands : 12,50 Euro
The delivery of mattresses, Boxsprings and headboards:
Transport costs are per tender provided , based on volume and destination.
For example, the delivery of a single bed with mattress:
- Netherlands: Free Delivery, all other countries on request
* Import- and customs duties for countries outside the EU:
Outside the EU, any import- or customs duties will be calculated when the order arrives in the country of destination. As a customer you are responsible for these charges, which may vary from country to country. The height of this charge is calculated by the customs of the country, where the order is delivered. If you want to know how much you have to pay, please contact the customs of the country.
2. Is Valk at Home part of the Van der Valk group?
Valk at Home is part of the Van der Valk group. Valk Design and Valk at Home is run by two sisters from the fort generation.
3. What can I expect from the conveyer in the delivery of our hotel bed?
Our transporter will place your purchase in your desired spot in your home and will dispose of the packaging!
If this isn’t necessary for you, then we ask that you send us an email, so that we can inform you about the costs which will be deducted from your bill.
You can contact us by e-mail:klantenservice@valkdesign.nl
If this isn’t necessary for you, then we ask that you send us an email, so that we can inform you about the costs which will be deducted from your bill.
You can contact us by e-mail:klantenservice@valkdesign.nl
4. In which Van der Valk hotel can I find which type of mattress?
Yes, it is certainly possible to see the beds!
This is possible in our office in Eemdijk by appointment, and you can try it out in all the hotels of our group. Please email us, we will gladly make an appointment or a test package for you in one of the hotels. We can also explain which type of mattress belongs to which Van der Valk Hotel.
You can find The mattress in the following hotels:
Princeville, Hoorn, Akersloot, Oostzaan, Tiel, Hardegarijp, Vervier, Luik, Witte bergen,Cuijk, Biltsche Hoeve, Nazareth, Drongen, Brasschaat, Curacao Baoase, Gilze Rijen, Gorinchem
5. What are the shipping costs?
Above EUR 30, we ship your order in the Netherlands for free.
When the total amount is less than EUR 30, we will charge EUR 7.50 for shipping costs.
The shipping costs for packages to Belgium and Germany are 12.50 euros.
To England and France the shipping costs are 25 euros.
The prices of the hotel beds/mattresses include transport, placement and assembly.
However, the transport costs of beds outside the Netherlands are provided per quotation based on volume and destination.
For example, delivery of a single bed with mattress:
- Netherlands: free delivery
- Belgium: €250,-
- Germany: €500,-
- France and Spain: €750,-
- Other European countries are on request. These costs exclude installation.
Outside the EU, any import or customs duties will be calculated when the order arrives in the destination country. As a customer, you are responsible for these costs, which may vary from country to country. The amount of this amount is calculated by the customs of the country where the order is delivered. If you want to know to what extent you have to pay these duties, you should contact the customs of the relevant country.
When the total amount is less than EUR 30, we will charge EUR 7.50 for shipping costs.
The shipping costs for packages to Belgium and Germany are 12.50 euros.
To England and France the shipping costs are 25 euros.
The prices of the hotel beds/mattresses include transport, placement and assembly.
However, the transport costs of beds outside the Netherlands are provided per quotation based on volume and destination.
For example, delivery of a single bed with mattress:
- Netherlands: free delivery
- Belgium: €250,-
- Germany: €500,-
- France and Spain: €750,-
- Other European countries are on request. These costs exclude installation.
Outside the EU, any import or customs duties will be calculated when the order arrives in the destination country. As a customer, you are responsible for these costs, which may vary from country to country. The amount of this amount is calculated by the customs of the country where the order is delivered. If you want to know to what extent you have to pay these duties, you should contact the customs of the relevant country.
6. In what ways can I pay?
You can pay in the following ways:
- Ideal
- Transfer
- Paypal
- Mister Cash
After completing your order, you receive an order confirmation by email. It is therefore important that you enter the right email address. Through the confirmation we indicate that the ordering process was successful and that we have received your order.
All online payments are made via Mollie. Through this payment platform payments are handled safely and correctly.
If you choose a bank transfer you will receive our accountnumber in the order confirmation
WITH A BANK TRANSFER , ALWAYS GIVE THE ORDERNUMBER !!!
We treat your order as soon as your payment is credited to our account. Because the payments between banks tend to be more time consuming this can take several days. If payment is not credited within 14 days on our account, your order will automatically expire.
Our bank account number is: GB53 RABO 0393 4678 64
- Transfer
- Paypal
- Mister Cash
After completing your order, you receive an order confirmation by email. It is therefore important that you enter the right email address. Through the confirmation we indicate that the ordering process was successful and that we have received your order.
All online payments are made via Mollie. Through this payment platform payments are handled safely and correctly.
If you choose a bank transfer you will receive our accountnumber in the order confirmation
WITH A BANK TRANSFER , ALWAYS GIVE THE ORDERNUMBER !!!
We treat your order as soon as your payment is credited to our account. Because the payments between banks tend to be more time consuming this can take several days. If payment is not credited within 14 days on our account, your order will automatically expire.
Our bank account number is: GB53 RABO 0393 4678 64
7. When will I receive my order?
Typically orders placed before 15:00 on a working day, and paid directly via our online payment options, will be shipped within 5 business days. The hotel beds have a delivery of 4weken.
Should it turn out that (for whatever reason) this will not succeed, then you will be informed immediately by e-mail .
We apologize for a slightly longer delivery time during very busy periods (eg. Christmas).
We will inform you immediately by e-mail when we receive your order by a order-confirmation and send a second message when the order has been processed and has left our warehouse.
Should it turn out that (for whatever reason) this will not succeed, then you will be informed immediately by e-mail .
We apologize for a slightly longer delivery time during very busy periods (eg. Christmas).
We will inform you immediately by e-mail when we receive your order by a order-confirmation and send a second message when the order has been processed and has left our warehouse.
8. Can I send my product back?
f you do not want to keep an article for whatever reason, you can return it to Valk at home within fourteen (14) calendar days after delivery.
However, our hotel beds are produced especially for you. For that reason and for hygiene, we cannot return these products.
Even if an article shows a defect within the reasonably foreseeable lifespan, we would like to be informed by e-mail ($ companies_email). You can often return the item and we will work with the supplier to find a suitable solution.
See also shipping & returns
However, there are a few exceptions to the right of return. Unfortunately, the following items cannot be returned:
Wallpaper, headboards, furniture (chairs, tables, etc.), lighting, carpets, bedspreads and all other items that are specially ordered for you because they are not standard part of the store stock. As well as custom items made especially for you. Are you unsure whether or not something can be returned? Ask us. Preferably before you make a purchase. And avoid disappointment.
However, our hotel beds are produced especially for you. For that reason and for hygiene, we cannot return these products.
Even if an article shows a defect within the reasonably foreseeable lifespan, we would like to be informed by e-mail ($ companies_email). You can often return the item and we will work with the supplier to find a suitable solution.
See also shipping & returns
However, there are a few exceptions to the right of return. Unfortunately, the following items cannot be returned:
Wallpaper, headboards, furniture (chairs, tables, etc.), lighting, carpets, bedspreads and all other items that are specially ordered for you because they are not standard part of the store stock. As well as custom items made especially for you. Are you unsure whether or not something can be returned? Ask us. Preferably before you make a purchase. And avoid disappointment.
9. How can I send item back?
Despite our utmost care and control, it may happen that you discover a material or production error after purchase. We recommend that you inspect the delivered goods immediately upon receipt and report any defects found in writing within a reasonable time. We would like to ask you to send an email to: info@valk-at-home.nl.
Even if you do not want to keep an article for whatever reason, you can return it to Valk at home within fourteen (14) calendar days after delivery.
The following products cannot be returned for hygienic reasons:
- Pillows
- Duvets
- Mattresses
- Box springs
- Mattress protectors
- Top mattresses
- Headboards
Valk at home applies the following basic rules for returning one or more items ordered from us:
● Please register returns in advance by email: info@valk-at-home.nl
● Enclose the fully completed return form
● Items must be returned in the original packaging
● You are responsible for correct (and possibly insured) return
● We calculate for transport 3.99 euros deducted from the amount to be refunded.
Pay attention! Unstamped or cash on delivery shipments for the attention of Valk at home will not be accepted.
Return address:
Valk at Home Returns
Driehuizerweg 73
7312 DV Apeldoorn
The Netherlands
Even if you do not want to keep an article for whatever reason, you can return it to Valk at home within fourteen (14) calendar days after delivery.
The following products cannot be returned for hygienic reasons:
- Pillows
- Duvets
- Mattresses
- Box springs
- Mattress protectors
- Top mattresses
- Headboards
Valk at home applies the following basic rules for returning one or more items ordered from us:
● Please register returns in advance by email: info@valk-at-home.nl
● Enclose the fully completed return form
● Items must be returned in the original packaging
● You are responsible for correct (and possibly insured) return
● We calculate for transport 3.99 euros deducted from the amount to be refunded.
Pay attention! Unstamped or cash on delivery shipments for the attention of Valk at home will not be accepted.
Return address:
Valk at Home Returns
Driehuizerweg 73
7312 DV Apeldoorn
The Netherlands
10. When I get the money back from a return ?
When we received the return intact items we handle the exchange or credit within one week .
Possibly to refund amounts are transferred to the account for which you have paid.
