General
What are De Bondt’s company details?
Our address is Mercuriusweg 16, 9482WL Tynaarlo, the Netherlands.
- Chamber of Commerce number: KvK Meppel 04023846
- EORI number: NL812117529
When are De Bondt available for contact?
Our customer services team is available on workdays between 09:00 - 12:00 CET/CEST. Please be aware that opening hours may vary on public holidays.
How can I contact De Bondt?
You can call us on +31 (0)592 542828 or e-mail service@debondtbv.nl.
What are your terms and conditions?
Our general terms and conditions can be found here.
How can I leave feedback?
We welcome your feedback to improve our service. Please send your suggestions to service@debondtbv.nl.
Account
Am I eligible for an account?
You can apply for an account if you are a registered company, as we only supply B2B customers.
How do I request an account?
You can apply for an account by completing this form. After approval, you will receive an e-mail with login details to create your account and set a password.
How can I reset my password?
To reset your password, follow these steps:
- Follow this link.
- Enter your e-mail address and click on ‘Reset My Password’.
- You will receive a mail with a reset link. If you do not receive an e-mail, please check your spam folder before contacting us at service@debondtbv.nl.
Where can I view my account details?
Log into our webshop and click on ‘My Account’ to view your details.
How can I update my account details?
Changes to your address and e-mail can be made by mailing service@debondtbv.nl. We recommend waiting until you have received confirmation of the changes before placing your next order.
Ordering
What is the minimum ordering amount and what are the shipping costs?
All details about the minimum order costs and shipping costs can be found on our Delivery Conditions page.
The shipping invoice you have received from us is for shipping your order to your delivery address. We have received these shipping costs from our carrier and they have been calculated based on the volume and weight of your order. Because we receive shipping costs retrospectively, we invoice them separately. This is also stated in the terms of delivery. Any costs you have already paid to the carrier are customs/clearance charges.
How do I place an order?
To place an order, add your desired items to your cart. Go to ‘View and edit cart’ and then click ‘Checkout’. Choose your shipping and payment method and agree to our terms and conditions to place your order.
What can I do if I cannot add an item to my basket?
Items that are out of stock cannot be added. Try refreshing the page and deleting cookies if the problem persists. Contact our customer service team if you are still experiencing problems.
What should I do if I cannot checkout my order?
Check that you have reached the minimum order amount and that items in your basket are still showing in stock. Try a different payment method, browser, or device if necessary.
Can I change my order after checkout?
Unfortunately, changes cannot be made after completing your order. Please contact us within eight days of receipt if you have accidentally ordered the wrong products.
Can I cancel my order?
Unfortunately, orders cannot be cancelled once placed. This is because our automated systems start processing your order as soon as it arrives.
What should I do if I have not received an order confirmation?
Check the status of your order under ‘Orders’ in ‘My Account’. If you have not received an order confirmation but an amount has been debited, please contact us at service@debondtbv.nl.
Payment
What payment options are available?
- Customers outside of the Netherlands, Belgium and Germany can use Apple Pay, Bancontact, credit card, EPS and PayPal.
How do I redeem a voucher?
Add the discount code during checkout in the box under payment methods. Click on ‘apply discount’ to activate the voucher.
What are De Bondt's bank details?
- Bank name: Rabobank
- BIC: RABONL2U
- IBAN: NL76RABO0366516000
- Account name:De Bondt B.V.
- Bank address: Neptunusplein 2, 9401 CZ Assen - Netherlands
How will I receive my invoice?
You will receive your invoice by e-mail. Please contact us at service@debondtbv.nl to change your invoice email address.
What should I do if I have not received an invoice?
Please check that your order has been processed. If your order has been processed and you have not received an invoice, please contact us at service@debondtbv.nl.
Can my invoice be adjusted?
Due to legal obligations and tax regulations, invoices cannot be adjusted.
What should I do if my invoice is incorrect?
Please contact us at service@debondtbv.nl and include your customer number, company name and invoice number in your correspondence.
Where can I find an overview of my invoices?
Request a summary of your invoices by sending an e-mail to service@debondtbv.nl with your customer number, company name and invoice number(s).
Why will I receive a payment reminder?
If we have not received (full) payment after the due date of your invoice, we will send a payment reminder. After each reminder, you have 14 days to pay. Please contact us if you have already paid it.
Delivery
Who delivers my order?
For the Netherlands and Belgium, PostNL or UPS are the delivery services we offer. Should you wish to employ your own carrier for an order, please advise us at service@debondtbv.nl prior to placing the order. Should you wish to employ your own carrier for all your orders by default, please advise us at service@debondtbv.nl, and we will update your preference in your account.
Do I have to pay shipping costs?
We receive the charges from our carriers which are calculated on the basis of the volume and weight of your order. Because we receive these charges retrospectively, we invoice them separately from your order.
When can I expect my order?
Once your order has been dispatched, you will receive a Track & Trace number by e-mail that enables you to track the status of your package.
What should I do if I have not received a Track & Trace number
Please check your spam folder before contacting us at service@debondtbv.nl.
What can I do if I have not received all the items in my order?
We strive to ensure that your order is delivered complete and on time. On occasion, orders may be sent in separate parts, particularly if an item in the order has non-standard dimensions. If you have not received all items, please wait a couple more days before contacting us.
What should I do if I have received a parcel not intended for me?
If you have received an incorrect delivery from us, please contact us at service@debondtbv.nl. Please include your customer number, company name and the order number found on the shipping label.
What should I do if I have received an incorrect or damaged item?
Please e-mail us within eight days of receipt at service@debondtbv.nl to let us know. Include your customer number, company name, the order number and item number(s). Please also attach photos of the damaged item/s.
I have ordered an item but have not yet received it.
First check the packing slip to see if the item is listed and what quantities, if any, were delivered. If the item is not listed on the packing slip, please contact us at service@debondtbv.nl within eight days of receiving your order and include your customer number, company name, order number and item number(s).
Can I insure my order?
We use reliable carriers to ship your order, but should your order be lost, the terms and conditions of the carrier used will apply to the payment of damages. Should you wish to insure your orders, you can arrange this yourself based on the track and trace information you receive from the carrier after your order has been dispatched.
The carrier has lost my parcel. Am I entitled to compensation?
The moment your parcel is handed to one of our carriers, it becomes EXW (Ex Works), as stated in our terms and conditions. This means that responsibility for delivery is transferred from De Bondt to you as the customer. If you have not received your parcel(s), please contact us at service@debondtbv.nl. We will contact the carrier and attempt to track your package. Should the package be lost by the carrier, we will do all we can to ensure that you receive compensation for your package. Please be aware that compensation rates vary by carrier and are usually calculated by the kilo, rather than by content. Therefore the compensation you receive is usually less than the order value. We recommend that you check your insurance to ensure you are financially covered for goods for loss in transit.
Returns
How can I return an item?
If you wish to return an item, please contact us at service@debondtbv.nl within eight days of receiving your order. In your e-mail, please include your customer number, company name and order number, and let us know which item(s) you wish to return, including quantities and the reason for return.
What is the cost of a return?
For returns, we charge a 25% restocking fee, subject to a minimum amount of €25.
How will my refund be processed?
Once we have received the returned item and created the credit note, we will refund the amount to the account number known to us within five working days. If you have not received your refund after ten working days, please contact us at service@debondtbv.nl. Please include your customer number, company name and credit note number.
Pricing
Where can I find price lists?
Go to ‘My Account’ on our website. Click on ‘Price List’ and select the desired category. Click on ‘Download’ to download the list/s as a CSV file.
Where can I find/request the certificates of an article?
All our yarns have the OEKO-TEX® Standard 100 certificate as a minumum. The cotton yarns are also EN 71-3 tested. In addition, our organic cotton yarns (Scheepjes Organicon and Scheepjes Candy Floss) hold GOTS certification.
Should you use our yarns to make products (such as toys) that you wish to sell, then you must comply with EN71 standards. You can request this certification from De Bondt customer services.
If available, certificates are mentioned in the product text under the relevant article. Unfortunately, we cannot send physical certificates.
Why are there knots in my yarn?
During the production process, fibres naturally on occasion snap and need to be knotted. Therefore our yarns may contain knots. Our standard is that a maximum of two knots per 50-gram ball is acceptable. This contributes to yarn efficiency and supports our sustainable business goals.
I have received yarns from different dye lots. What does this mean?
Due to the complexity of the dyeing process, there may be slight colour differences between different dye batches. Although we do our best to pick your order from a single dye lot, with our current system we cannot guarantee this will always be possible.
Where can I find information on delivery times for items not in stock?
We aim to keep the webshop well stocked, but inevitably some items will be out of stock on occasion. As soon as the delivery time of an item is known, it will be announced on the Back In Stock page.
If the brand or item you are interested in is not listed, then please contact us via service@debondtbv.nl. Mention in your e-mail your customer number, company name and the item number for the delivery time you want to know so that we can inform you when we have that information.
Can I receive a notification when items are back in stock?
Click on the envelope icon next to the greyed-out box for the out of stock item. A pop-up will appear: ‘Temporarily sold out. Keep me updated’. Ensure there is a tick next to your e-mail address and click ‘Save’. As soon as the item is back in stock, you will receive an automated notification.
Marketplaces
Does De Bondt itself sell products on digital marketplaces, such as Amazon and Bol.com?
De Bondt does not directly sell products on platforms such as Amazon and Bol.com. We sell products exclusively to B2B customers. However, some of our B2B customers choose to trade via digital marketplaces.
De Bondt or companies affiliated with De Bondt are actively working to market their brands abroad with the aim of maximising availability to consumers worldwide.
What does De Bondt think about products being offered on digital marketplaces?
It’s fantastic! De Bondt's mission is to provide and inspire the crafting community. So we welcome that products needed by the crafting community are being made available in as many outlets as possible.
As a retailer, how can I still compete with digital marketplaces?
Retailers have the advantage of personal contact, specialist knowledge and the in-store experience. The aim of digital marketplaces is specifically to reach more customers, which can ultimately bring end consumers into stores. In sectors where it is even more common to make sales in the digital marketplace, a great majority of sales continue to be made via retailers.
Does De Bondt have any advice for me, as a retailer, when it comes to selling on digital marketplaces?
Selling products on digital marketplaces is specialist trade. We advise you to research thoroughly before taking the decision. There are various options for sellers to offer products and each option has its own terms and conditions for delivery, service, etc. There are also parties that provide external advice to support you in starting sales on digital marketplaces.
Newsletter
How do I sign up for the newsletter?
Sign up here to discover our latest products, to receive exclusive discounts and to keep up with other news.
How do I unsubscribe from the newsletter?
Click on the ‘unsubscribe’ link at the bottom of your newsletter.
Any other questions?
If your question has not been answered in the FAQs, please mail us at service@debondtbv.nl or call us on +31 (0)592 542828.
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