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Frequently asked questions FAQs

 

Other questions

Your question not found? For other questions you can reach us by phone from 10 a.m. to 4 p.m. We are of course also available via email to talk to you. Send a message to [email protected] or complete the contact form. We do our best to serve you as well as possible.

Come to our store

In addition to our webshop, we also have a physical store in Arnhem. You are of course very welcome within our opening hours. Are you visiting us to pick up an order? Then make an appointment in advance. We will already prepare your order.

  • Plattenburgerweg 91-1
  • 6824 ET Arnhem
  • Nederland

Please note: for suppliers we can be reached via Arnoudstraat.

Directions

Raja Trading | The Urban Garden Store

  • KVK-nummer: 59527005
  • BTW-nummer: NL853536235B01
  • Bankrekeningnummer: IBAN NL92 ABNA 0621948160
  • BIC: ABNANL2A

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Frequently asked questions


1. Shipments

1.1 When will my order be delivered?

We always strive to have your order delivered to you within 2 working days of receiving the payment, within the Netherlands. This provided that the product can be delivered from the supplier and the order must be delivered to the mainland of the Netherlands.

If an item is not in stock with us or our suppliers, it sometimes takes a little longer.
Then we will inform you by e-mail or telephone.

Note: For deliveries, we are also dependent on our shipping partner. We cannot accept any responsibility for any errors, damage or delays that arise with the shipping partner. What we can do is figure out what is the matter. For this you create a ticket.

The delivery time of your order also depends on the items ordered.

Some items are delivered directly by our partners.
In that case we or they will contact you.

1.2 How do I track my order?

With the track and trace code you can follow the status of your order and see when the delivery person comes. Keep an eye on your track & trace code for the most current information.

If something goes wrong, please contact us.

1.3 Why does the track and trace code not work?

Your order is ready and you have received a track and trace code by e-mail but it does not work? Nothing wrong. The status of the track and trace code at our shipping partner DHL is only available in the evening!

1.4 Can I receive my package via a collection point?

Do you want to order something, but are you unable to receive your package at home or at work? You can also pick up your package at one of the more than 2800 DHL Benelux Service points. Some of these locations are also open in the evening, at the weekend or 24/7 and there is a good chance that you will find one or more collection points within a few kilometers of your home. Your package will be delivered to a collection point nearby.

Note: The maximum dimensions for shipping via a DHL ServicePoint are 80x50x35 cm (l-b-h). The maximum weight is 20 kg.

Select the shipping option during the ordering process; Delivery via DHL SERVICE POINT.

If you have a collection point in mind, then you can clearly state this in the COMMENTS FIELD during the ordering process. Otherwise, we will select a collection point in your area yourself.

1.5 What if my order is not complete?

Are items missing in your order? Then contact us.

We prefer to ship everything in one go. But not every order can always be delivered in one go. In order to deliver your order to you as quickly as possible, you may therefore receive multiple packages.

It is also possible that not all packages are offered to you on the same day. We do everything we can to keep this to a minimum. If an item from your order cannot be delivered quickly, we will inform you by e-mail or telephone.

1.6 What should I do in the event of a damaged package at the door?

If the package is damaged or the box looks opened, inform the driver immediately and refuse the package! If you do accept the package, we will ask you 5 to take good-quality photos of the damaged package. In order to settle potential claims, you need a signed form for the receipt of a damaged package from the delivery service. Only in that case can we rely on our transport insurance for you. Then contact us immediately as soon as possible.

1.7 What should I do with a damaged product?

If the product you ordered is damaged or the package has been opened and a part of your order is missing, then immediately take 5 good-quality photos of the damaged or missing product in the package. Hereby it is very important that the packaging materials and the packaging method are photographed as well as possible. Only in that case can we appeal to our transport insurance for you. Then contact us immediately as soon as possible.

2. Orders

2.1 How can I place an order?

Place your items in your shopping basket and pay for the order. If you place the order with your account, this is faster because we already know you. Do you prefer not to have an account? Even without an account you can order as a guest, we only need your contact and shipping information.

2.2 Did my order succeed?

As soon as you receive an order and payment confirmation, the order is successful.

2.3 Is it also possible to order large quantities?

That is of course possible. Please contact us for this, and we will be happy to make a customized offer for you.

2.4 Do your rates include VAT?

All rates stated in the webshop include 21% VAT.

3. Payments

3.1 How do I pay afterwards?

In the checkout, choose to pay afterwards with Afterpay or Klarna. We will then immediately check whether you can use this.

3.2 Can I also send the invoice amount by post?

No, you cannot send the money. We are not responsible for money sent by mail. You can pay the invoice in advance by bank or pay the amount in cash as soon as you come to collect the products. For orders to be delivered, it is possible in consultation to pay by COD shipping.

3.3 Can I also pay afterwards with you?

In cooperation with AFTERPAY and KLARNA you can also pay with us after receiving your order. In the unlikely event that your request for subsequent payment is not authorized, you can of course pay for your order with a different payment method. If you want to know why your payment is not authorized by either party, we advise you to contact them directly.

4. Pick Up

4.1 Do you also have a regular store to pick up?

Yes. In addition to our webshop, we also have an extensive store in Arnhem. We are located at Plattenburgerweg 91-1 in 6824 ET Arnhem. During our opening times you are of course very welcome. For consultation we can also be reached by telephone via telephone number +31(0)26 82 00 295.

5. Refunds

5.1 When do I get my money refunded in the event of a return?

The order amount will be refunded to your account as quickly as possible, but no later than within two weeks. We are dependent on our payment partners and banks for the implementation of this. After we have given an order for a refund, it takes on average a few working days before the order amount is in your account again.

5.2 Can I get my money back for products purchased in the store?

Because this has been abused in the past, we unfortunately no longer offer that. We can of course exchange your product for another product (s) or provide you with a voucher for the same amount.

6. Returns or exchange

6.1 What should I do if I am not satisfied with a product?

It is of course annoying if you are not satisfied with the product you have purchased. In that case we ask you to contact us as soon as possible. This can be done by e-mail, regular mail and / or by telephone. Our employees will then contact you shortly to resolve it to everyone's satisfaction.

If you are not satisfied with our handling, you can always contact the mediation department of Stichting Webshop Keurmerk to which Raja Trading is affiliated. If for some reason the mediation attempt does not lead to a satisfactory solution, it is ultimately possible to submit your dispute to an independent Disputes Committee (SGC).

6.2 What do I have to do to cancel a purchase?

It may happen that after purchasing a product you find out that you actually wanted to order another product. In that case, contact us within 14 days after receiving the products to return or exchange the purchase. The product can only be returned unused and if possible in the original packaging. You can use the model withdrawal form for this. From the moment of cancellation you must return the product within 14 days. The costs of returning are in this case always for your own account. As soon as we have received the product back or you have submitted proof of shipment, we will refund the purchase amount including shipping costs within 14 days of your cancellation. If we do not receive a product or proof of dispatch within 14 days, we will wait to refund. In principle, we pay back via the same payment method that you also used when paying. Reimbursement by another payment method is only possible if you agree to this at our request.

6.3 Can I return or exchange specially ordered or electrical products?

Unfortunately, it is usually not possible to return specially for your ordered items. If your order has a product for which this money, we will always inform you of this on time. Since incorrect use of electrical equipment, including light sources, can lead to a malfunction, these too can in principle not be returned or exchanged. Click here for the Model withdrawal form.

7. Repairs and warranty

7.1 What about the warranty conditions of the products?

We use the warranty provisions of the relevant manufacturers or wholesalers. In the unlikely event that a defect occurs, please contact us.

8. Privacy

8.1 How do you handle privacy?

Your personal data is included in the Raja Trading B.V customer base. and only used for the processing of your order. All personal data known to us is used in accordance with the Personal Data Protection Act (Wpb). This data is solely for our own use and will in no way and in any way be provided to third parties other than taking care of the shipment of your order.

Read more about our Privacy Policy here.

8.2 How does the secure connection work?

An SSL certificate ensures a secure encrypted connection between a server and a client. This prevents a third party from intercepting the information between both computers. This allows you to order and pay completely securely, without any third party being able to view it. You can see that you are on a secure page if you see a lock in the address bar at the top left.

9. Promotions and competitions

9.1 How do I qualify for the lowest price guarantee?

The item must be identical. The price difference must be verifiable by Raja Trading. The warranty must be claimed within five days of purchase. The warranty applies only to prices found at another garden center. The warranty does not apply to product sets or composite products. The guarantee does not apply to offers, sales, clearance and seasonal sales. The guarantee does not apply to a competitor price guarantee or prices that have arisen through individual negotiation. Raja Trading is entitled to reject the claim to this price guarantee in case of suspicion of abuse or fraudulent action.

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