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Customer service Ordering Information
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Customer Service

Ordering Information

Customer Service

Ordering Information

Ordering Information

How do I place an order? 

You will find information on how to place an order here. 

 

National and international shipment charges 

We do not charge a delivery costs for orders over €50.00 sent within the Netherlands. For orders under €50.00, we charge a delivery fee of € 2.95.

 

For international shipments outside of the Netherlands, postage is determined according to the weight of your order.

 

Estimated delivery time

The Netherlands: 1 to 3 working days

European Union: 12 working days

Rest of the world: 21 working days

 

The delivery time for some books may be slightly longer. This will be stated on your order.

 

Delivery

We will keep you updated on your order via e-mail. You can also track your order in My Account. Go to My Account and view your order under ‘Orders’. You will see the latest delivery information about your order in the ‘Status’ column. 

  

International delivery times vary from country to country and depend not only on the distance of the destination, but also on how long it takes the packages to be cleared and released by Customs in the country of destination. However, delivery within the European Union generally occurs within approximately 12 business days after shipping and orders to the rest of the world arrive on average within 21 business days.

 

If your order is being shipped outside the Netherlands, please be ready to pay your import fees directly to the carrier (FedEx) at the time of delivery to avoid any delivery delays. If you have not received your product within the delivery time as stated above, please contact us via info@elevenpub.com.

 

Payment methods

Netherlands: 

  • iDEAL
  • Visa
  • PayPal
  • Maestro
  • MasterCard and (digital) invoice (€ 3 extra for administration costs)

 

European Union and rest of the world: 

  • Pro forma invoice
  • Visa
  • PayPal
  • Maestro
  • MasterCard

 

Out-of-stock books and subscription products may only be settled using a (digital) invoice. 

 

E-books and databases can only be paid for via:

  • iDEAL
  • Visa
  • PayPal
  • Maestro
  • MasterCard

 

Invoice

You will receive your invoice via e-mail.

 

Returns 

Would you like to return an order? You can find all the information you need here. 

 

E-books

You can find information about our e-books here. 

 

VAT

All of Eleven’s prices and delivery charges within the Netherlands are including VAT. The prices and shipment costs for deliveries to other countries within the EU are including VAT. For shipment to other countries within the EU you will not be charged VAT if you provide a valid VAT-number with your order. For deliveries outside of the European Union, we will not charge VAT. 

 

In non-EU countries, import or customs duties may be levied when the order arrives in the country of destination. These charges are the responsibility of the customer. The charges may vary from country to country. The customs authorities at the destination country will calculate the charge. If you would like to know how much these duties are, please contact the customs services in the country in question.

 

Guarantee 

There is a legal guarantee on all orders placed with us. This means that an order must be in good state upon delivery and in standard working order with general use. If this is not the case, we will have a fitting solution.  Depending on the product, we will offer you an exchange or refund. 

 

Qualification requirements

Qualification requirements are attached to a some products . Qualifications may be checked via tests, assessments, and questionnaires. After you have placed your order, we will check whether you meet the qualification requirements. If necessary, we will contact you. Once we have established that you meet the requirements, we will process your order and you will receive a separate invoice for (this part of) your order. 

 

Comments & Complaints

Did you not find your answer on our website? Contact our Customer Service info@elevenpub.com or +31 (0)70-330 70 33. We will get back to you within 3 working days.  If you have a complaint, you will receive a detailed response within 14 days.

 

We would like to ensure you that Eleven greatly values satisfied business partners and customers. We view the professional handling of any complaints as obligatory. If you are not satisfied with our service, our products, or any of our team or other aspect of our company, we strongly invite you to communicate this with us. 

 

Unsatisfied with how your complaint has been handled?   

Then you can also submit it to the Thuiswinkel Dispute s Committee, Postbus 90600, 2509 LP in The Hague (www.sgc.nl). Or to the Dispute Commission via the European ODR Platform (http://ec.europa.eu/consumers/odr/).

 

Confidentiality Agreement 

Your data is safe with Eleven. Please read more about it in our Privacy Policy. Eleven guarantees absolute confidentiality of your data, especially your credit card details which are transmitted encrypted and by secure server.

If you encounter any problem while ordering your products or afterwards, please contact our Customer Service at +31 (0)70-330 70 33 or info@elevenpub.com.