Before you contact us, almost all the answers to your questions are listed below.
Frequently asked questions
1. HRV Filters
1.1 How can I place an order online?
Ordering online at wtw-filtershop is very easy. On our website you can place products in your shopping cart by clicking the order button. All prices mentioned with the products include VAT. In your shopping cart you can always add products, remove or change the numbers.
1.2 What is the delivery time?
All products that we offer in the WTW filter shop are normally in stock with us. In the unlikely event that an item has just been sold out, we can usually still deliver the item within a few working days. If this delivery time does not suit you, we will refund the purchase amount to you free of charge within 7 days. We will of course do everything in our power to accommodate you in these exceptional situations in whatever sense.
Products that you order from us on weekdays before 2 pm are shipped the same day.
1.3 How long does it take before I receive my items?
Provided the items are in stock, the order will be transferred from Monday to Friday the following day to one of our carriers.
You can track your order via the Track & Trace code you received.
1.4 What does shipping cost? And how are the products shipped?
Shipping costs vary per country, here you will find the rates.
Our products are mainly sent by DHL. To PO Boxes through PostNL. Large shipments on, for example, multiple pallets are delivered by our own carriers.
1.5 Can I have my package delivered to a different address?
It is possible to have your order delivered to a different address. During the ordering process you can choose delivery to a different address. When you click on this option you can then enter the other delivery address.
1.6 I am not at home at the time of delivery, what now?
If you are not at home at the time of delivery, the carrier will try to deliver the package to one of the neighbors.
Is this not possible? Then a second delivery attempt follows or the package is brought to the nearest pick-up location. You will receive a message in the mailbox.
In addition, keep a close eye on the Track & Trace information.
1.7 My package is ready at the pick-up location. Do I have to bring something?
You need a valid proof of identity to be able to collect your package. Therefore always take a valid proof of identity and the barcode with you when you pick up the order.
1.8 Can I also collect my purchase?
We do not have a store, but you are welcome in one of our warehouses. Contact us by telephone to schedule an appointment with you.
1.9 How can I return my purchase
You can return your purchase free of charge within 30 days.
For return shipments within 30 days, go to our >>>>> return portal <<<<<
1 - Enter your zip code and the track & trace code of the package you received
2 - Click on the item you want to return **
3 - Click on the desired delivery point
4 - print the label, stick on the box as instructed
5 - hand in the package at your chosen delivery point
** Note: It is only possible to return a complete order line from your invoice or packing slip. So you cannot return part of an order line.
Within 2 working days after receiving the return, your full purchase sum will be refunded to your bank account.
1.10 I have a complaint, where can I go?
It is of course annoying if you have a complaint about our products and / or services. We would like to help you further and offer a desired solution. You can mail to:
Our employees in the complaints department will review the complaint and try to resolve the complaint to everyone's satisfaction.
After receiving your complaint you will receive a confirmation from us.
We will respond to your complaint within 14 days of receipt. If it requires more time, we will inform you of this.
If you do not appreciate this, you can always contact the mediation department of Stichting Webshop Keurmerk where we are affiliated.
From 15 February 2016 it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at: click here.
If the complaint is not yet being processed elsewhere, you are free to file the complaint via the European Union platform.
1.11 You have the Webshop Keurmerk certificate, what does that mean?
- You can pay securely
- You know for sure which company you shop with
- Your privacy is guaranteed
- There is independent dispute resolution
- The quality mark code must be observed by a store
- The Webshop Keurmerk conditions are based on the conditions previously applied by the Consumers' Association.