Frequently asked questions
2. How can I remove an item from my order?
3. How can I change the number of items in my order?
4. How can I cancel an order if I change my mind?
5. What payment methods do you accept?
6. Where can I have the items delivered?
7. Do I need to pay import duties for my order?
8. Why must I register to order from Dafshop.com?
9. I have forgotten my password. What should I do?
10. What do you do with the details that I enter on the Dafshop.com website?
11. Will you pass my details to third parties?
12. Will my details be stored securely?
13. Who has access to my details?
15. Are my details sent over the Internet securely?
16. How long does it take for my items to be delivered?
17. What are the delivery costs?
18. Can my order be delivered to a different address?
19. Can some items in my order be delivered to a different address?
Reimbursement and returning goods
19. An item in my order is faulty or damaged. How do I get my money reimbursed?
22. How can I return an item or order if I change my mind?
23. Where can I find the order number so that I can return an item?
24. Who pays the costs for returning an item or order?
25. I have a question that is not listed here. What should I do?
Terms and conditions of delivery
Ordering and payment
1. How can I place an order?
All products in the DAF Webshop are stocked by Keiretsu Europe B.V. in Rotterdam, Netherlands, and bear the DAF logo.
If you want to purchase an item from Dafshop.com, you can use the menu categories to view and order the relevant item. Orders are processed via a standard ordering process.
- You make an order by first adding items to your shopping basket at Dafshop.com.
- You then click "Checkout". You must then log in or register.
- If this is the first time you are using Dafshop.com, you must enter a few details about yourself in order for us to proceed with your order (see: “How do I register?”).
- If you have used Dafshop.com before, you must use the e-mail address and password that you entered when registering. Once you have registered, you have the option to enter an alternative address for delivery of your order. Once you have confirmed your order and the delivery address, you must confirm that you have read and agree with the terms and conditions of delivery for Dafshop.com.
Then click "Place order".
Once you have entered the payment details and have clicked "Place order", we will confirm your order by sending you an e-mail.
Prior to clicking "Place order", you can change your order or cancel the whole order at any time from the page showing your order details.
The products visible on this webshop can also be bought at your DAF dealer. The costs of shipping will not be charged for the products bought at the DAF dealer. Orders made directly on this DAF merchandise webshop cannot be picked up at the dealer’s location.
Dealers, Sales Units and internal departments should not order the products via DAFSHOP.COM but via eportal.daf.com. Dealers get discount on all merchandise products with the exception of the product from the “Event line”.
2. How can I remove an item from my order?
If you have not yet placed the order, you can remove an item from the shopping basket by clicking "My shopping basket" at the top or bottom of the page.
Your order is then displayed. You can remove an item by clicking the dustbin icon next to that item.
You cannot remove items from your order after you have entered your payment details and we have confirmed your order.
3. How can I change the number of items in my order?
If you have not yet placed the order, you can change the quantity of an item in the shopping basket by clicking "My shopping basket" at the top of the page.
Your order is displayed and you can change the quantity by entering a different number in the "Quantity" field for the relevant item. Once you have entered a new number, you must click "Update shopping basket" to update your order.
You cannot change the quantity of an item once you have entered your payment details and we have confirmed your order.
4. How can I cancel an order if I change my mind?
You can always cancel you order, provided you have not yet entered your payment details. Once your payment details have been submitted and we have confirmed your order via e-mail, you can no longer cancel your order online.
You can, however, always return your order within 7 days of receipt of the order. See also 5: Reimbursement and returns
5. What payment methods do you accept?
We accept credit cards (Visa, MasterCard and American Express). You enter your credit card details using our secure SSL procedure. We and your credit card issuer will ensure that the information is handled correctly. Your credit card is billed the moment an item is shipped.
6. Where can I have the items delivered?
Orders from Dafshop.com can be delivered anywhere in the world. You enter the desired delivery address when placing your order. The relevant delivery costs are displayed before you confirm and place your order. Orders cannot be sent to a post box address.
7. Where can I have the items delivered?
Recipients of international shipments may be subject to import taxes, fees, and customs duties (hereafter, "Import Fees"), levied by the customs office of your shipping destination. Import Fees vary according to the customs regulations of the destination country. Components that play a role in Import Fee calculations made by custom offices are (among others):
- Product category and price
- Shipping costs and package weight
- Customs clearance channel
- Import taxes based on custom duty amounts
The recipient is the importer of record and must comply with all applicable laws and regulations of the destination country. Customs delays can affect original delivery estimates.
Your order is being shipped from The Netherlands.
Your account
8. Why must I register to order from Dafshop.com?
The product range at www.dafshop.com is available to everybody and the prices are consumer prices that include VAT.
You can create your own account on the Dafshop website. You can do this in “My account” prior to placing an order, or during the ordering process before checkout.
9. I have forgotten my password. What should I do?
If you have forgotten your password, click on "Forgotten password" on the login page.
We will send a new password to the e-mail address you used during the registration process.
For security reasons, we advise you to change your password to a password that you can easily remember when you want to log in to your account.
You can change this at any time by logging into your account on the "My account" page at Dafshop.com.
Privacy and security
10. What do you do with the details that I enter on the Dafshop.com website?
We store the details you enter during the registration procedure at Dafshop.com so that your orders can be processed as efficiently as possible. We do not do anything else with your data.
11. Will you pass my details to third parties?
No. Keiretsu Europe B.V. and DAF respect the privacy of all users of Dafshop.com and we handle personal information confidentially. The personal information that you enter is used only to process your order efficiently, or to send you a newsletter if ‘Register for newsletter’ is ticked.
12. Will my details be stored securely?
Yes. Keiretsu Europe B.V. and DAF take all reasonable and practical steps to store your details in a secure, protected way. Personal information is sent across the Internet in coded form and stored at a secure location.
13. Who has access to my details?
Only DAF and the service provider Keiretsu Europe B.V. B.V. have access to your personal information. This access is used only to process your order, or to send you a newsletter if ‘Register for newsletter’ is ticked.
14. I already have an account at a DAF dealer. Is my account for the DAF Webshop linked to that account?
No. All orders and accounts in the Webshop are completely separate from other accounts that you may have with your DAF dealer.
15. Are my details sent over the Internet securely?
Yes. We use SSL technology (Secure Socket Layer) and other measures to transfer your data securely. You can see when SSL is used at Dafshop.com by the yellow padlock in your browser window.
Delivery
16. How long does it take for my items to be delivered?
All orders placed before 15:00 are shipped the same day via DPD. You will receive the goods within 1 to 3 working days depending on your chosen delivery service.
17. What are the delivery costs?
The delivery costs depend on the size of the order, chosen delivery service and the location of the delivery address. The delivery costs are shown prior to confirming your order.
18. Can my order be delivered to a different address?
Yes. You can change the delivery address before reaching the payment page. Tick "Deliver to a different address" on the "Order" page.
Enter the new address and click on "Proceed" to save this. The new delivery address is then displayed on the "Order" page.
19. Can some items in my order be delivered to a different address?
No. Only one delivery address can be entered for each order. If you want items to be delivered to several addresses, then please place separate orders for each address.
Reimbursement and returning goods
20. An item in my order is faulty or damaged. How do I get my money reimbursed?
a. An order can be returned free of charge within eight (8) working days of receipt if it is defective or damaged. The costs for return will be paid by Dafshop.com. You must send an e-mail to info@dafshop.com giving the order number, your account number, the name of the account holder and the reason for return. After receipt of the returned goods, the cost of the goods will be reimbursed to the account holder.
b. All returned products must be in the original packaging. Returned products must be sent back with the original invoice, delivery note or fax, and return note.
21. I have ordered the correct item, but it does not fit. Can I get my money back or exchange the item?
a. You can exchange and return an item within 7 days of receipt of the order.
b. All returned products must be in the original, unopened packaging, must be undamaged and must be suitably packaged for return shipment. The products must be suitable for resale. Returned products must be sent back with the original invoice, delivery note or fax, and return note.
c. Repair and replacement costs will be incurred if the returned products are damaged or missing. This can affect the level of reimbursement.
d. When returning goods to Keiretsu Europe B.V., the administrative and delivery costs paid for by the account holder when ordering the product are offset against the amount to be reimbursed. An order can be changed free of charge within eight (8) working days provided the order has not been shipped.
22. How can I return an item or order if I change my mind?
a. You can exchange and return an item within 7 days of receipt of the order.
b. All returned products must be in the original, unopened packaging, must be undamaged and must be suitably packaged for return shipment. The products must be suitable for resale. Returned products must be sent back with the original invoice, delivery note or fax, and return note.
c. Repair and replacement costs will be incurred if the returned products are damaged or missing. This can affect the level of reimbursement.
d. When returning goods to Keiretsu Europe B.V., the administrative and delivery costs paid for by the account holder when ordering the product are offset against the amount to be reimbursed. An order can be changed free of charge within eight (8) working days provided the order has not been shipped.
23. Where can I find the order number so that I can return an item?
The order number is indicated on the order confirmation and the dispatch confirmation e-mail that you received after placing your order. You can also find your order number by going to www.dafshop.com. Click on "My account" and log in to the webshop. Click on "My orders" and look for the order number in the list.
24. Who pays the costs for returning an item or order?
When returning goods to Keiretsu Europe B.V., the administrative and delivery costs paid for by the account holder when ordering the product are offset against the amount to be reimbursed. An order can be changed free of charge within eight (8) working days provided the order has not been shipped.
25. I have a question that is not listed here. What should I do?
If you have questions about the order, delivery, invoice, order status or returns, or require any additional help, please contact:
DAF Merchandise Support
Delftweg 104B
3043 NA Rotterdam
Telephone: +31 (0)10 208 08 09
Fax: +31 (0)10 208 08 09
E-mail: info@dafshop.com
The DAF Merchandise Support team will be happy to answer your questions.
Terms and conditions of delivery
To view the terms and conditions of delivery for www.dafshop.com, please click here.
