Customer service
Do you have any questions or something isn't quite clear? Below, we have placed an overview with the most frequently asked questions.Please check here if your question is listed? If that is not the case, please feel free to contact our customer service, which can be found at the bottom of this page.
Every business day, our team is available to answer your questions. You can reach us by e-mail, and live chat.
Delivery
Zandri sends all packages with PostNL or UPS, also abroad. PostNL cooperates with various transport services in other countries. This varies per country.
This differs per country. In the Netherlands and Belgium the package will be delivered by PostNL, they also deliver on Saturday.
Yes, you can specify an address other than your own when ordering. It is sometimes possible to have the order delivered at a pick-up point, u can see it in the checkout.
The delivery time varies and is very much depending on the country of destination. We usually send the order within 3 business days. The duration of the shipping differs per country, from 1 business day to 1 week.
Yes this is possible if the package has not been sent yet. Please contact the customer service to do so.If you have received an e-mail regarding the shipment of the package, we can no longer change the delivery address for you.
Pick up
Yes this is possible. You can select this option when placing an order. Of course you do not pay any shipping costs. Keep in mind that you can only pick up the order when you have received an e-mail stating that the order is ready. You will never receive this email on the day of ordering. Collection on the day you order is also not possible.
No this is not possible. Pick up is only possible once you have received an e-mail stating that the order is ready for pick up.
No, this is not possible, an order can only be placed online.
No, this is not possible, payment is only possible online. We do not have a cash register at the pick-up point in Groesbeek.
You will receive an email as soon as the order is ready for pick up.
Return
How can I return an item? You can return a product by using the Returnless return service.
The return shipment must first be registered. To do this, go tohttps://www.returnform.com/zandri
At the top of this page you will find a more detailed explanation of the return process.
Would you rather have the return shipment insured? Then choose insured shipping.
You then pay for the shipping costs yourself and of course you use a parcel service of your choice. In that case, the return address is:
Zandri B.V. attn. return department
De Ren 15 6562JJ Groesbeek
The Netherlands
Pay attention! In the event that you opt for an insured shipment of your choice, you must still register the return on the Returnless website https://www.returnform.com/zandri
You can register your order, or part of it, for return within 30 days of the date of receipt. Products registered after 30 days are not eligible for return. No exceptions are made to this.
No, exchange is not possible. We will refund the paid amount to your account. You can order the desired product yourself.
This differs per country. In the Netherlands it is free if you choose PostNL as the parcel carrier.
As soon as your return has been processed and the products have been accepted, a credit note will be made. It will then take another 2-3 business days for the amount to reach your account.
Warranty
Yes, Zandri offers a 2-year warranty against manufacturing defects on all products.
You can submit a warranty claim on the page https://www.returnform.com/zandri-garantie
No, not just like that. First, the product must be registered for warranty. You can do this by submitting a warranty claim on the page https://www.returnform.com/zandri-garantie
We aim to complete a warranty assessment within one week. However, it may take longer. For example, if the product needs to be repaired or if the product needs to be returned to the manufacturer for evaluation.
Ordering
The delivery time is stated with each product. You will also be shown the expected delivery date of the package during the ordering process. The order will be shipped as soon as all items are available. If items have to be ordered, shipping will be delayed until these items have been delivered to us. This may take several business days. bij ons geleverd zijn. Dit kan enkele werkdagen duren.
It is best to contact the customer service. They will check whether the order can still be cancelled. If you have already received an e-mail with track & trace, cancellation is no longer possible.
Once your order has been placed and paid for, it will immediately be processed in the warehouse. It is then no longer possible to add anything to this order.
The shipping vary per country. Click here to see if we do ship to your country and what it would cost.
No this is not possible, orders can only be placed online and you have to do this yourself. Of course we can help you to find the right products.
Payments
JYes that's possible, you can choose the payment method “Klarna”. Unfortunately this is not possible in all countries
It is best to try to order again, if necessary you can select a different payment method. An order whose payment has not been successful will be canceled automatically. You do not need to contact us about this.
You can transfer the total amount of your order to our account number, stating the order number. You will find this in the confirmation email. As soon as we have received the amount, your order will be processed.
If the payment is not successful, the order will not be processed. It is best to place a new order. The order whose payment has not been successful will be canceled automatically. You do not need to contact us about this.
Assembly
Most products do not come with a manual. We and our suppliers assume that the customer has sufficient technical knowledge to be able to assemble the ordered products. An installation manual is of course included with products that cannot be mounted without a manual. If this is not the case, we aim to make an assembly video for this product. You can find these with the product on the website or on our Youtube channel.
To help you assemble parts, you can use our assembly videos on our Youtube channe!.
However, if you have any further questions about the installation of your product, we will be happy to assist you by e-mail.
B to B
Yes you can, if you are commercially active in the two-wheeler industry and this is also stated as such on your Chamber of Commerce registration.
You can create an account yourself on our website. You then send an e-mail with your Chamber of Commerce registration number and any additional information about your company. As soon as it appears that you are indeed business-oriented in the two-wheeler industry, your account will be converted to a business account. You will receive a confirmation email.
No this is not possible. Zandri always invoices including VAT. Even if the order is delivered across the border.
No this is not possible. You must pay in advance. Although you can use the post-payment service of Klarna.
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