Frequently asked questions
Quickly find answers to the most frequently asked questions about our products, service, and way of working.
General
You can sign up or log in by clicking the “person” icon in the top right corner of our website.
Sign up
Enter your email address under “Register,” and a link will be sent to your email address where you can set a password.
Log in
Enter your username or email address and password under “Log in.” After logging in, you can start placing orders.
Click here and enter your username or email address that is registered with us.
You will then receive an email from us with instructions on how to change your password.
We are open on working days from 08:00 to 17:00.
You can change your customer account by clicking the “person” icon in the top right corner of our website and logging in. You can then modify various details.
For each product (search for the relevant product using the search bar at the top of our website) where a user manual and/or brochure is available, you will find a button that allows you to view the relevant user manual or brochure.
Ordering
If this is the case, please contact our customer service.
This is only possible if the package has not yet been handed over to the shipping service.
You can inform us by email or phone if your order needs to be changed or cancelled, and we will let you know whether this is still possible.
If the package has already been handed over to the shipping service, we will try to find a solution together with you.
To remove a product from your shopping cart, click the “cart” icon in the top right corner of our website and then click the cross next to the product you wish to remove. The item will then be removed.
It is possible to place an order from abroad. Please contact our customer service.
If, during the shipping cost calculation or checkout process, you notice that your country is not listed in the options, please contact us so we can assist you with your order.
If you would like to order a larger quantity of products, for example, you can always request a quote without obligation. Please include the name of the article, the article number, the desired version and the desired quantity.
You can find product information on each product page and in the available user manual and/or brochure.
If you have any other questions about our products, please contact our customer service.
Shipping
Delivery is handled by the parcel carrier UPS.
The listed prices exclude shipping costs. Shipping costs depend on the destination and are calculated during checkout. Within the Netherlands, shipping costs are €9 excluding VAT for shipments under 10 kg.
Once your order has been shipped, you will always receive a Track & Trace code by email.
You can also collect your order free of charge from our head office in Aalsmeer, Monday to Friday between 08:00 and 17:00.
Our address details are:
Nieuwkoop B.V.
Aalsmeerderweg 249 S
1432 CM Aalsmeer
The Netherlands
Please contact our customer service if your order has not been received within the normal delivery time.
Payment
You can pay for your order in several ways. We currently offer the following payment methods:
- Giropay
- iDEAL
- Bancontact
- PayPal
- SOFORT Banking
- On account (after approval)
Paying afterwards or ordering on account is only available upon request for business customers.
Please contact our customer service for this.
Returns
If you would like to return an item to Nieuwkoop, please contact our customer service to discuss the possibilities.
As soon as we have received your return package, the return will be processed.
Within a few days after processing your return, you will receive the purchase amount back in your account.
The refund will be made using the same payment method you selected when placing your order.
Have you not received your refund? Please inform our customer service so we can look into it and arrange the payment if necessary.