Frequently asked questions

Ordering and payment

Dugoshop focuses on business customers, which is why prices are listed exclusive of VAT. Our prices are public and to place an order you do not need to create an account first. If desired, you can enter your own reference number while ordering.

After entering your details, choose your preferred payment method: preferably iDEAL for the Netherlands and MrCash/ Bancontact for Belgium. These payment options are free and fast, enabling us to release an order for shipment within 20 minutes. Other payment methods are available, but costs will be charged for these.

Bank transfer in advance is also possible. With this payment option, you will receive a PDF invoice and the order will be dispatched after the amount to be paid has been received. The same procedure is followed when you send a (PDF) order by e-mail. Delivery on account is only possible for regular customers who order regularly.

You can change or cancel an order as long as it has not yet been dispatched. We prefer to receive such a request by e-mail. The rule here is ‘The sooner - the better’, so that we do not incur unnecessary costs. If you can save on shipping costs by expanding an order, we will adjust the order manually.

Delivery time and shipping

Most items are in stock. In general, the delivery time is 1 or 2 working days, depending on the time of ordering and when the daily driver collects the goods from us. Please send us a message if you want to know first whether an item is actually in stock.

We pay individual attention to each package to prevent damage during transport. Empty spaces are filled so that the contents do not rattle loose in the box. Delivery takes place on working days.

In principle, we ship with GLS or DPD, but we reserve the right to deviate from this. Orders from € 50 are shipped free of charge within the Netherlands and Belgium. Below that a fixed contribution to the shipping costs applies, which does not depend on shipping method or weight.

Furthermore, we deliver to customers in other EU countries, the most common of which are listed on the order page. The additional costs here automatically appear in the control field. For shipping costs to other countries (if within the EU), please contact us before placing an order.

Collection of orders (also outside office hours) is possible, but by appointment only. Entering the order and payment must be done in advance, as we do not have counter sales and cash machines.

Exchanges and returns

If you have ordered the wrong item, or change your mind, you can return it within the statutory 14-day cooling-off period (right of withdrawal). You will then simply get your money back, but you will pay the cost of returning it yourself.

There is no need to fill in a special return form for returns: a short e-mail with the order number will suffice, preferably stating the reason. Sometimes there is a more suitable alternative or another solution that will help you. This feedback also helps us to improve product descriptions in the webshop.

Please attach the packing slip, or a print-out of your return notification e-mail. We can then look for the details immediately upon receipt, which facilitates a quick refund.

Exchanging an order by the delivery driver is time-consuming and error-prone in practice. For a replacement item, we recommend simply placing a new order. This can be done immediately at your discretion, or it may also be done after you have received the refund for the return.

A return shipment must be complete (incl. manual, assembly materials, etc.). Everything completely in unused condition and preferably in the original packaging! This is because it is important that we can resell the product, as no one wants used items. Any costs for handling a return product will be deducted from the refund.

Warranty and complaints

Delivery problems are best reported as soon as possible. Please do check the tracking code you received on the day of shipment. If a shipment is incomplete or contains the wrong product, the problem will be solved as soon as possible and without additional costs.

The usual one-year guarantee applies to all items. Often it is longer, but this depends on the manufacturer. In principle, a defective item is repaired or replaced, but we are flexible with other suitable solutions.

In case of (technical) questions or problems, we prefer to receive notification by e-mail. Please include the order number. This allows us to check exactly which product it concerns, as some are very similar.