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Frequently asked questions
How Do I Place an Order?
You place the order via the order section of the website with or without an account. You can also create this account later. Payment takes place via Credit Card, iDEAL or Paypall for the Netherlands. For Germany it is also possible to pay via Giropay.
What Shipping Methods Are Available?
Delivery is made via the postman or parcel delivery service of PostNL, DHL or UPS. In general, delivery will take place the next working day between 9:00 and 18:00. Unfortunately we cannot guarantee the time of delivery, this will be determined when the order is presented to the carriers.
You can read the delivery terms on the Delivery terms page
How Do I Track My Order?
The orders can all be followed via the track and trace system of the carrier that delivers the order.
How Long Will it Take To Get My Package?
Delivery takes place within 3 working days after the order has been placed. The order must be placed on a working day before 12.00 hours.
How Should I to Contact if I Have Any Queries?
You can ask your questions via the contact form
Do I Need an Account to Place an Order?
You do not need an account to place your order. You can do this with or without an account
Complaints procedure
It can always happen that something does not go quite as planned. We advise you to first report any complaints to us by sending an e-mail to support@firstelementsstore.com. If this does not lead to a solution, it is possible to register your dispute for mediation through Stichting WebwinkelKeur via https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil.
As of 15 February 2016, it is also possible for consumers in the EU to report complaints via the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr. If your complaint is not yet being handled elsewhere then you are free to file your complaint via the platform of the European Union."
