Question and Answer
- How do I place an order?
- Can I have my order delivered to a different address?
- Can I also collect my order?
- Will I receive a message when I have placed an order?
- Can I change or cancel an order?
- Can I order a product that is not on your website (anymore)?
- What payment options do you offer?
- Will the order be delivered equally as quickly with every payment option?
- How does payment by bank transfer work?
- How does payment by postpay (Klarna) work?
- How does payment by credit cards work?
- What are the delivery costs of my order?
- When will my order be delivered (Track & Trace)?
- How do I see if a product is in stock?
- What happens when I order multiple products with different delivery times?
- Who delivers my order?
- What happens if I am not at home during delivery?
- Can I make a delivery appointment?
- Where is Tropilex situated?
- What are the opening hours?
- Can I only pay when I collect?
- I still cannot decide between two articles; can I also view the articles at your site?
- Can I return my order?
- Are there any costs associated with the return?
- Can I return my order at any time?
- How do I return my articles?
- How do I return a Bol.com order?
- How quickly will my return be processed?
- My order is incomplete or damaged, what should I do?
- Where can I make a complaint?
How do I place an order?
Place the product of your choice in the shopping cart by clicking on the "Add to Cart" button. Then click on "Go to checkout" to pay. Enter your details and follow the steps. Only when you click on the button "Checkout order" your order is final.
Can I have my order delivered to a different address? (Gift idea)
Yes, this is possible. During the ordering process you can provide us with a different delivery address while entering your personal details. The invoice will be sent to the specified e-mail address. The delivery will contain a packing slip with no price.
Can I also collect my order?
Yes, this is possible. Click here for our address details.
Will I receive a message when I have placed an order?
You will immediately receive an order confirmation. If you pay the order immediately you also receive the invoice immediately. You will receive the shipping confirmation with track and trace when we have given your order to our carrier.
Can I change or cancel an order?
If you want to change or cancel the order, we advise you to contact customer service.
Can I order a product that is not on your website (anymore)?
If you want to order something that is not on our website (anymore), we advise you to contact customer service.
What payment options do you offer?
Depending on the chosen country, you can pay with the following payment methods.
- Credit cards: Secure payment with your Mastercard, Visa, American Express, or Carte Bleue credit card.
- PayPal: Secure payment with your PayPal account.
- iDeal: Secure payment with Internet banking via your personal Dutch bank.
- BanContact: Secure payment with Internet banking via your personal Belgian bank.
- Sofort Banking: Secure payment with Internet banking via your personal German bank.
- Giropay: Secure payment with Internet banking via your personal German bank.
- Postpay (Klarna): You receive the digital acceptgiro form within a few days from Klarna.
- Bank transfer: You receive an extra e-mail with instructions to complete the payment by bank transfer.
Payment using postpay (Klarna) is carried out via Klarna; the other payments are via Multisafepay.
This means that we can guarantee a safe and fast payment.
Will the order be delivered equally as quickly with every payment option?
All orders are delivered immediately after payment if in stock. If ordered and paid for before 16:00 on business days, it will be shipped on the same day or next business day.
An order paid for by bank transfer usually takes 2-3 business days. Choose one of the direct payment methods when you want to receive your order immediately.
How does payment by bank transfer work?
You choose "bank transfer" in the ordering process; in the next screen you will see all payment specifications, which you will receive after confirmation by e-mail. You can now transfer the payment in peace. Please note that you use this information when transferring so that we can link it to your order!
How does payment by postpay (Klarna) work?
The payment via postpay (the complete post-payment process) is performed by Klarna Tropilex This means that you will receive a digital acceptgiro payment form via e-mail in order to pay for the purchased product(s). You can pay with Klarna in the Netherlands, Germany, Austria and Denmark. In other countries it is not yet possible.
You can always contact Klarna if you have any questions. You can also visit their website for more informatin.
How does payment by credit cards work?
In the ordering process you choose the credit card provider you wish to pay with. As an extra benefit your orders are, depending on your credit card company, insured. We accept Mastercard, Visa, American Express, and Carte Blue.
What are the delivery costs of my order?
When will my order be delivered?
If you have placed and paid for your order on business days before 4.00 pm, DPD will deliver the order to your home as soon as possible, except on Sundays, depending on the country. You will receive the Track & Trace by e-mail at the time your order arrives and is scanned at the first sorting center of DPD. Normally this is after 20:00 on business days.
DPD delivers on Monday to Saturday. Orders placed during the weekend will be processed on Monday and handed over to DPD on Monday.
Did you choose payment by bank transfer? Then your order will be handed over to DPD when the payment is received. Usually this takes 1 to 2 days.
How do I see if a product is in stock?
The delivery time is stated on the product page. If the product is not in stock, you will receive an extra message in the shopping cart screen.
What happens when I order multiple products with different delivery times?
We wait until the order is complete so that we can send it to you in one go. If you would prefer to receive one product earlier, place two separate orders.
Who delivers my order?
Almost all deliveries are carried out by DPD. They will deliver your order during the day to the delivery address indicated by you. DPD delivers on Monday to Saturday. The Track & Trace number will only become active and will be e-mailed to you when the carrier scans your order at the first sorting center.
What happens if I am not at home during delivery?
If you are not at home at the time of delivery, DPD delivers your package to the nearest parcel shop (Parcelshop). A card left in your mailbox (and also on the track and trace page) indicates at which parcel shop your package has been left.
Can I arrange a delivery appointment?
Unfortunately it is not possible to arrange a delivery appointment. We are dependent on the DPD driving route.
However, there is also the possibility to have the order delivered at a parcel shop in your area!
You click on the payment page on 'Choose a collection point' (for shipping method) and you see a map with the parcel shops around the address you entered. Click on the picture of a parcel shop of your choice and click on 'Choose this collection point'. The data will be displayed in the Checkout screen and you can complete the order further.
Note: The shipping address remains unchanged on the confirmation, but the address of collection point will be on the dispatch note of DPD!
Where is Tropilex situated?
We are located in Dedemsvaart. This is in the east of the Netherlands. Our exact address is:
7701 CC Dedemsvaart
What are the opening hours?
You can pick up your order on business days (Monday to Friday) from 9:00 am to 5:00 pm.
When our live chat is active, we are usually on site at the location. Then make an appointment via the chat.
Is it possible to pay when picking up the order?
Yes that is possible. Order easily via our webshop and choose the delivery options for 'Pick up in Dedemsvaart'. For the payment method you choose 'Bank transfer'.
We will prepare your order and when you pick it up you can pay in cash. There is no ATM available.
I still cannot decide between two articles; can I also view the articles at your showroom first?
We have created a showroom in which all hammock and hammock chair stands are displayed.
We have all the hammocks, hammock chairs, stands, and baby equipment in stock so you can try any hammock or hammock chair!
Tip: only come and try out the hammock if you are well rested. You would not be the first to fall asleep in one of the hammocks!
Can I return my order?
If you are not 100% satisfied with your purchase, you can return the purchase to us 365 days after receipt! In this period you can return the order undamaged, as close to its original condition as possible, and, if possible, in the original packaging.
Are there any costs associated with the return?
No, we want satisfied customers. If you are not satisfied with your purchase, then the costs for returning (so-called return costs) are at our expense, provided our return procedure is followed.
Can I return my order at any time?
You have a reflection period of 365 days with us. After you report that you are canceling your purchase, you still have 14 days to return the product. You are in time if you return the goods before the 14-day period has expired. The reflection period expires 14 days after the day on which you or a third party designated by you (not the carrier) has physically acquired the product. In order to exercise your right of withdrawal, you must inform us by means of an unambiguous statement (for example, in writing, by post, fax or e-mail) that the agreement will be revoked. You can use the model withdrawal form (INSERT PDF), but you are not obliged to do so. We prefer that you follow our return procedure. You will find this under the question: "How do I return my articles?".
You have the right to return your order within 365 days. The order must be undamaged. If the order is damaged, we can charge costs. The right to a refund expires after 365 days, after which the warranty period of one year comes into effect.
How do I return my articles?
You can request a free return label via the link below:
Click here to request a free return label.
You must send the received invoice or packing slip with your return. You received the invoice by e-mail, the packing slip was sent along with the order.
In order to exercise the right of withdrawal, you must inform us in writing, by post, fax or e-mail to revoke the agreement. For this purpose, you can use our sample form for withdrawal (PDF), but are not obliged to do so. Filling in this form is easier and faster. If you make use of the withdrawal process, you must send the product within 14 days.
How do I return a Bol.com order?
Login to your Bol.com account and register your return. We can not process your return if it is not registered via Bol.com. More information at Bol.com.
You must send the received invoice or packing slip with your return.
How quickly will my return be processed?
When you return a product, it will be processed and processed within 5 business days. You will receive an e-mail from us when we have processed the return. The full purchase price, including any shipping costs for forwarding, will be refunded to your account number as soon as possible and no later than 14 calendar days after cancellation. If you only return part of your order, the costs for delivery will not be refunded.
We will pay you back with the same payment method with which you made the original transaction, unless you have expressly agreed otherwise; in any case, we will not charge any costs for such reimbursement. We may wait with reimbursement until we have received the goods back, or you have shown that you have returned the goods, whichever occurs first.
My order is incomplete or damaged, what should I do?
Contact customer service, then we will try to help you further.
Where can I make a complaint?
Do you have a complaint about an article, our services, or about (the delivery of) your order?
There is a different procedure for reporting a complaint (or defect) than for returning items. We request that you inform us of the complaint as soon as possible. This can be done by telephone or by e-mail. See our customer service for our contact details and opening times.
We respond to your complaint within 14 days and will solve the problem as soon as possible in consultation with you. If you inform us of the complaint by e-mail, we ask you to mention your invoice number and telephone number (indicate when you can be reached if required) so that we can contact you. We have a maximum response time of 5 business days.
In the event that the submitted complaint can not be resolved satisfactorily, you can submit a complaint / dispute to the Thuiswinkel Disputes Committee at: http://www.sgc.nl. Or at http://ec.europa.eu/consumers/odr.
How long is the guarantee period?
We have a one-year warranty on all your purchases Tropilex!
This additional guarantee applies without prejudice to the statutory rights that you have as a consumer. Legal guarantee means that a product is or must do what the consumer can reasonably expect.