Frequently Asked Questions

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A collection of the most frequently asked questions and common issues:
1. How can I place an order?
2. Is everything in stock?
3. I cannot find an article on the website anymore?
4. How can I order more than one from an article?
5. How can I remove an article from my shopping cart?
6. How do I know my order has been placed?
7. Can I follow the status of my order?
8. Can I change my order after I placed it?
9. How will my order be shipped?
10. How do I know my order has been shipped?
11. What is the delivery time of my order?
12. How much shipping costs do I need to pay?
13. I do not live in the Netherlands how much shipping costs do I need to pay?
14. How can I pay my order?
15. Can I pay with credit card?
16. What is IDEAL?
17. My iDEAL payment went wrong? Now what?
18. Can I pick up my order?
19. How can I change my account?
20. I want to receive the newsletter on a different email address.
21. How can I return an article?
22. What is the customer-wishes-list?
23. What are the opening hours?
24. Can I pay with pin in the store?

1. How can I place an order?
Without logging in and without an account you can fill your shopping cart with the articles you want. But do you wish to place the order or do you want the shopping cart to be saved? Please make an account. You can do that here: http://www.scrapbookdepot.nl/catalog/login.php?language=en
Please use a valid email address, because all correspondence will be to this email address.

2. Is everything in stock?
Our stock is up-to-date. When an order has been placed, all articles are taken from our stock immediately. These items will be reserved for you for a certain time.
Do you have an article in your shopping cart with a red stripe through the picture and: Out of stock? Please lower the number of this article until the text Out of Stock goes away. It is not possible to place the order if you leave the out of stock article in your cart. You cannot order what we do not have in stock.
Because of this system we can ship very fast!

3. I cannot find an article on the website anymore?
Articles that are no longer in stock and do not come back will be removed from the website. So it can happen that one day you see an article you like and the next day it is no longer on the website. You can always ask us if we can still order it especially for you.

4. How can I order more than one from an article?
You put an article in your shopping cart by clicking on the green In Cart button. You change the number into the number you wish. For example 2 instead of 1. Then you click on the Update button (blue with white arrows) behind the article. And the number has been changed.

5. How can I remove an article from my shopping cart?
Click on Shopping cart. Click on the Delete button (red square with the white cross) behind the article to be removed.The article has now been removed from your cart.

6. How do I know my order has been placed?
After choosing the shipping and payment method you can see the invoice. Please check one last time if all data are correct. Do not forget to click on the green Checkout button. Right after placing the order you will automatically receive an email with all the information about your order. If you do not receive this email within an hour please contact us or check your spam box.

7. Can I follow the status of my order?
In the top right corner in the store you can find My Account. Here you can check all the orders you placed and there status. Your order goes through 3 stages. The first stage is In Behandeling Magazijn. This means we received your order and we are going to pick it. The second stage is Klaar voor Verzending. This means your order is complete, all articles are in stock and we are waiting for your payment. The third stage is Verzonden. This means we have shipped your order.

8. Can I change my order after I placed it?
You cannot change an order yourself. But we can do it for you. Call or email us and tell us what you would like to change. You will receive a new order update by email with a new total amount.
Please do not place the order again, because all items will be taken from our stock again.

9. How will my order be shipped?
When the order fits in an envelop, it will be shipped in a bubble-lined postal bag. Papers will not be folded or cut in half, but shipped in a box that has the exact measures of the paper. Larger orders will be shipped in a suitable box.
All orders are packed with care and shipped with TNT Post.

10. How do I know my order has been shipped?
At the end of each working day we email everyone from who the order has been shipped that day. In this email you can read if your order has been shipped in an envelop or in a package. Dutch addresses also receive a tracking number. With this number you can follow your package online and then you know when the TNT Post will deliver your package. Some foreign orders will be shipped without a tracking number.

11. What is the delivery time of my order?
We ship your order when it has been paid for. As soon as we receive your payment, we will ship your order the same day. With payments received after 16:00pm the order will be shipped the next (office) day. We do not ship in the weekend.
Bank transfers from Dutch bank accounts will take 1 day or less. iDEAL (only with Dutch bank accounts) or credit card payments we can see immediately.

12. How much shipping costs do I need to pay?
There are no extra shipping costs to addresses in the Netherlands for all orders over 25,00 Euro. For addresses outside the Netherlands there are other rules for shipping costs. See 13.
For orders less than 25,00 Euro a low order fee of 6,95 Euro is charged. If you wish to know the actual shipping costs you can email us. For orders less than 10 Euro we charge 1 Euro administration costs besides the actual shipping costs. You can choose to ship your order insured. The costs for this option are 2 Euro. Your order is insured by PostNL for loss, theft and damage, you need to sign for receipt and it cannot be delivered to your neighbors.

13. I do not live in the Netherlands how much shipping costs do I need to pay?
No shipping costs on all orders over 50 Euro to addresses outside the Netherlands and within Europe (exceptions are Bulgary, Estonia, Ireland, Latvia, Lithuania, Portugal, Malta, Romania and Switzerland above 2kg). For all orders under 50 Euro we calculate 9,62 Euro shipping costs. We choose the cheapest way of shipping. This sometimes means a slightly longer delivery time and you are not getting a tracking number. If you wish a tracking number please ask us for an estimate of the extra shipping costs. If you live in one of the excepted countries or outside Europe please ask us for the shipping costs.

14. How can I pay my order?
You can pay for your order with Visa or Mastercard. Or through a bank transfer from your bank to ours. For this you need our IBAN and BIC number.
Our IBAN number is NL91 INGB0004244945 and BIC number INGBNL2A. Our account number is NL91 INGB0004244945 attn. Scrapbookdepot in Uitgeest.
Address of our bank:
ING NV
P.O. Box 1800
1000BV Amsterdam

15. Can I pay with credit card?
We accept Visa and Mastercard. We do not accept PayPal.

16. What is IDEAL?
Using iDEAL is only possible with Dutch bank accounts. With iDEAL you can pay online safe and easy. If you bank with internet you can use iDEAL and you do not need to register. See for more information www.ideal.nl
How does it work? You place an order with us. During checkout you can choose the option to pay with iDEAL. You automatically will go to the website of your own bank where you can see the payment. The bank asks you to fill in a number of data and will authorize the payment. The amount will be taken out of your account immediately and we will be informed that the order has been paid for. If you order and pay with iDEAL before 16:00 we will ship your order the same day, or the next workday at the latest. 

17. My online payment went wrong? Now what?
Sometimes the connection with the website of your bank goes wrong. Please pay attention now! Even if your payment goes wrong we do receive your order. Do not try to place the order again. We will email you a new order update manually. This is your invoice and now you can pay this as you are used to pay invoices. It is possible that you will receive a second chance email from Multisafepay to finish your payment online. You can use the link in their email to try to pay again. If you have any questions please contact us.

18. Can I pick up my order?
It is possible to pick up your order in our store in Uitgeest during working hours. Call or email us to make an appointment.

19. How can I change my account?
You can change your account data yourself on our website. Please go to My Account on the top right hand side of our website. Here you can change several personal data. Subscribe or unsubscribe from newsletters. Change your account password or email address. View or change entries in your address book. And you can view the orders you have made. If you need help, please let us know.

20. I want to receive the newsletter on a different email address.
You receive our newsletter through the account you made with us. If you wish to receive the newsletter on a different email address you can change this yourself. Log in with your old email address, go to My account (see 19.) and change your email address. Next time you can log in with your new email address and you will receive all information on your new email address. If you need help, please let us know.

21. How can I return an article?
You can return an article to Scrapbookdepot within 21 days of receipt of your order in the original not opened packaging without a reason. After receipt of the article it needs to be 100% saleable. Note that shipping and delivery charges are not refundable. We will transfer the amount paid by you back to you as soon as possible upon receipt of the merchandise. Exceptions are magazines and books.
You can also bring the article to our store. Call or email us to make an appointment.
If your product has a manufacturing defect, please contact us immediately.


22. What is the customer-wish-list?
Because most of our articles come from abroad we never know for sure when they will be in stock again. Therefore we have invented the customer-wish-list. On this list we put your email address and the article you are looking for. When the article comes in stock again we will email you and you can order it. in our online store

23. What are the opening hours?
We do not have fixed opening hours. You can come to our store and shop from Tuesday till Friday. Call or email us to make an appointment

24. Can I pay with pin in the store?
Yes we have the possibility to pay with pin (Maestro) in our store. Not with credit cards.

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