Customer service

Before you contact us, almost all the answers to your questions are listed below.

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Frequently asked questions

1. Frequently Asked Questions



Dear UK customers,

After the Brexit the rules of shipping products from an EU country to the UK have changed dramatically. Because of the last minute Brexit deal, the introduction and implementation of these rules was a race against the clock for many companies. The shipping companies and customs had to adjust their systems within 2 days.

The new HMRC shipping rules to the UK:

Orders up to £ 135,- (€ 150,-) including VAT and postage are delivered with 21% VAT, this is a rule ordered by the HMRC. For these shipments we will make an online import declaration. We have to keep all the details and make a VAT declaration to HMRC whereby the VAT is paid in the UK. In short, this means that for orders up to £ 135,-, we are responsible for paying this VAT amount to the HMRC on shipments to the UK.

For order over £ 135,- (€ 150,-) including VAT and postage, the HMRC rules are different. We will refund the VAT to the customer and make an online import declaration. Packages send with PostNL are being taken over by Royal Mail in the UK. Packages send with DPD NL are taken over by DPD UK. The shipping company in the UK will request the recipient of the package for the UK VAT + shipping company fee / adminstration costs (+/- £5,- / £15,-). The amount of the UK VAT is based on the data on the import declaration. Your package will be delivered when you have paid for these costs. 

As UK customs is currently overloaded, it is possible that some shipments will be delayed, which is of course beyond our control. If you have any questions about your shipment or if you did not receive a tracking code, please e-mail us on [email protected]

With kind regards,

1.2 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.

1.3 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.

1.4 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.

1.5 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.

1.6 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.

1.7 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.

1.8 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.

1.9 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.

1.10 How can I return my purchase

You can return your purchase to arrange a new shipment with a new label, customs documentation and associated costs.

Within 2 working days after receiving the return, your full purchase sum will be refunded to your bank account.

1.11 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:
[email protected]
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.

1.12 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.

1.13 EU (ICL / Export) 0% VAT / Mwst / TVA orders


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