Frequently asked questions

Clientaccount

Are my data handled securely?

Yes, your data is handled securely. Our website uses SSL encryption, so your information is transmitted in a secure, encrypted manner. Your data is handled and stored with care. You can read more about this in our Privacy Policy.

When you pay online, you do so via a secure payment platform provided by our partner, Multisafepay.

Can I add multiple contacts to my business account?

Yes, our business accounts support multi-user access. Would you like to add an additional contact person? Click the link below to send us the required information by email:

Add contact person via email

Please provide the following details in your email:

Your company name
Salutation (Mr or Ms)
First name
Last name
Phone number
Email address

Once we have received the details, we will link them to your business account. The new contact person will then receive a confirmation to log in to our website.

How can I change my customer details?

You can change your details in the following ways:

Via the webshop
By email

Important: Please update your details before placing a new order. If you have any questions about or additions to your details, please contact us.

How can I obtain a customer account?

You can create a customer account in our webshop free of charge and without any purchase obligation:

Private Customers: You can register for a customer account in our webshop. As soon as your details have been sent to us, you will immediately receive a confirmation email containing your login name and password.

Business Customers: You can register your company in our webshop for a customer account. As soon as your details have been sent to us, you will immediately receive a confirmation email containing your login name and password. It is also possible to enter a separate email address for invoicing. If you prefer not to register your company through our webshop, you can email your company details to info@verpas.com, after which your purchase orders can be processed.

How can I request or change my password?

For security reasons, we cannot retrieve your current password. However, you can easily set a new password using your email address. To do so, please go to Forgot your password After entering your email address, click 'Request'. Within a few moments, you will receive an email with further instructions.

How can I stay updated on new developments regarding the Verpas product range?

You can subscribe to our newsletter. Register during the customer registration process or sign up via the footer of our website.

How can I unsubscribe from the newsletter?

Every newsletter we send includes an unsubscribe link at the bottom. By clicking on this link, your email address will be removed from our mailing list.

To order

Can I modify my order?

For orders placed via our webshop

If the items are still in the shopping cart, you can still make changes yourself.
If you have completed the ordering process, you can no longer modify the order online.
If your order has not yet been shipped, adjustments might still be possible. Please contactcontact us as soon as possible.

For orders placed by phone, mail, fax or EDI

If your order has not yet been shipped, adjustments might still be possible. Please contactcontact us immediately

Can I place an order from abroad?

Yes, you can order and pay from abroad, and have your order delivered to a Dutch or international address.

If the shipping costs for your destination aren’t listed in our shipping cost overview, simply request a noncommittal quote and we’ll send you one promptly.

Have I reserved an item as soon as it is in the shopping cart?

No, a reservation on an item only takes effect once the order is finalized and confirmed.

How do I know if the item fits and/or is suitable?

To determine the correct cap size, you can consult the measurement instructions on our website. If you have any further questions or need advice, we are happy to help you. Contact us

How do I place an order?

There are several ways to place your order:

Via the webshop (for this you need to have or create a customer account)
Purchase order by email
Purchase order by fax
By phone (reserved for business customers who are already clients)

How does "Quick Order" work and what can I do with it?

When you are logged in to our website, you can use the Quick order function. This option lets you enter multiple article numbers and quantities at once to create an order. You can also log in later to continue editing your order list.

How long are items kept in my shopping cart?

If you are not logged in with your customer account, the retention period depends on the cookie settings of the device you are using to visit our webshop.

If you are logged in with your customer account, the contents of the shopping cart will be saved under your account. The shopping cart can then be edited at a later time or from another device, as soon as you are logged in.

Is it possible to cancel my order?

You can cancel your order if it hasn't been shipped yet—please contactcontact us immediately.

Excluding specially ordered items:
Specially produced/ordered items, as indicated on your confirmation, cannot be cancelled or returned.

What is my order number?

Orders placed via our webshop are assigned a "Weborder ID" number. You can find this order number on all documents we send you, such as the order confirmation, packing slip and invoice.

What is the delivery time for my order?

The lead time depends on the available stock. If an item is low in stock or unavailable, you will be informed of the expected delivery time in your order confirmation.

For estimated transit time for parcel shipments please refer to our shipping cost overview

What is the minimum order quantity?

Most products in our webshop can be ordered in any quantity you want. If an item is not available in the desired quantity, we will let you know about the options and possible alternatives.

For certain product groups, it is indicated whether the products are standard items by using green and orange dots. The minimum order quantity of non-standard products is displayed on the product page or in the shopping cart pop-up.

We are happy to provide you with more details if needed.

What is the status of my order?

You are kept up to date on your order status through several emails:

Order Received Confirmation: Shortly after placing your order on our webshop, you receive an automatic email confirming that your order has been received. Please note, this is not the final order confirmation.
Order Confirmation with Delivery Time: Every order is confirmed with an email that includes the expected delivery time. For partial shipments, the delivery time is given per item. If the delivery time for backorders is unknown, a standard time is used or a '?' is shown.
Interim Updates: If circumstances change the delivery time of your order, you will receive an updated order confirmation. If needed, we will contact you directly.
Tracking Code: On the day of shipment, or the next working day, you will receive an email from DPD with a tracking code to follow your order.
Pickup Orders: When your order is ready for pickup, you will be notified by email.
Online Customer Portal: You can check the status of your open order(s) in your online customer area on our website.

If you have any questions or comments about your order or the order confirmation, please contact us.

Pay

Are my data handled securely?

When you pay online, you do so via a secure payment platform provided by our partner, Multisafepay.

Is my order shipped immediately when I choose the bank transfer payment option?

No, when you select bank transfer, we rely on the processing speed between banks, which can take a few business days. Other payment methods are generally faster. Please use this option only if no alternatives are available and you prefer to pay in advance.

The "bank transfer" is processed through the Multisafepay platform. Your order will be released for further processing once the payment is confirmed by Multisafepay.

Was my payment completed successfully?

Once your payment goes through successfully, you'll immediately see a confirmation page and receive an email shortly after with your order details and chosen payment method.

What payment methods are offered?

In our webshop, Verpas offers a range of common payment options via the Multisafepay platform, such as IDEAL, MAESTRO, VISA, and Mastercard. In addition, you can purchase on account with a net payment term of 30 days.

Please note that the available payment methods may vary by country. During the checkout process, you will see the relevant options for your location.

What should I do if my payment fails?

If your payment fails, first check that all your payment details are entered correctly. This often resolves the issue.

Credit Card Issues: If you experience problems with a credit card payment, please contact your credit card provider.

System Outage: In rare cases, there might be a brief outage in payment systems (for example, with your bank). In this case, cancel the payment and try again later. You will receive a reminder email so you can complete your payment.

Cancelled or Failed Payment: If a payment attempt is cancelled or fails, you will shortly receive an email notifying you that the payment was not completed, along with a link to finish the payment.

Of course, if you have any questions, feel free to contact us.

When will I receive my invoice?

You always receive an invoice - even with prepayment. We usually send your invoice digitally (as a PDF) shortly after your order has been shipped.

If you haven’t received your invoice, you can view it in your customer area under "Invoices" on our website, or simply request it from us.

Should you have any questions about your payment or invoice, please feel free to contact us.

Shipping and costs

Can I have my order delivered to a postbox?

No, delivery to postboxes is not available.

Can my order be delivered in an envelope?

No, we ship all our orders exclusively as parcel shipments. While some items may be small enough to fit in an envelope, as a wholesaler we have deliberately opted for a automated parcel process. This offers the following advantages:

Speed: Our packing lines are optimized for parcel processing, ensuring faster turnaround.
Security: Every shipment includes a tracking code as standard.
Reliability: This allows us to guarantee consistent delivery quality for all our customers.

How is my order shipped?

Verpas generally sends all orders via the DPD parcel service. Shortly after dispatch, you will receive an email from DPD with your tracking code and details about the delivery time. In that email, you can also make adjustments to your delivery time, address, or drop-off permission.

How often is a package offered if no one is home at the first delivery attempt?

The parcel service informs you prior to delivery by email or via the parcel service app. In this message you will find, among other things, the delivery address and the option to track your parcel live. Usually you can also specify an alternative delivery address or a different delivery date in the email or notification, or set a general drop-off permission, for example, for delivery to the neighbors.

Normally your parcel shipment will be handled as follows:

Private customers: If the first delivery attempt fails, your order will be delivered to a nearby Parcelshop or there will be a second delivery attempt (varies per country). In case of delivery at a parcel shop, you will receive a notification by email or via the respective package service’s app. Normally you can pick up your order within 7 calendar days upon presentation of your identification.

Business customers: DPD will make 2 delivery attempts at the delivery address. In case of another parcel service, the service level can differ.

What are the order and shipping costs?

You can find detailed information about order and shipping costs in our shipping cost overview. If your destination country is not listed, shipping costs are available on request. Please feel free to contact us

We ship our parcels using the parcel services DPD and PostNL.

What happens if no one is available to receive my parcel?

There are several options:

Arrange in advance: When placing your order, you can specify an alternative delivery address, such as a different address or a parcel pickup point. If you choose a DPD pickup point, you can collect your package within 8 calendar days after delivery by showing your ID.

Parcel already shipped out: Often, you can update your delivery preferences using the notification email from the courier. Additionally, DPD- and POST-apps often offer options to make changes to the delivery.

When will my order be delivered?

On the day of delivery, you will get an email or a notification from the parcel service in the morning. It usually shows a one-hour time window for the courier's visit. Please note that these times are only estimates and are not guaranteed.

Lead time parcel deliveries DPD
Do you want to know how long your parcel shipment takes? Please check our shipping cost overview. There you will find estimated delivery lead times for DPD shipments.

Pickup

Can I collect my order from Verpas?

Yes, you can collect your order during our regular hours. When your order is ready, you'll receive an email stating “This order is ready for pickup.”

Our hours are:
Monday–Friday, 8:30–17:00 (lunch: 12:30–13:00).

Your order is urgent? Call us on +31 (0)493-322068 and we will look at what can be done to speed things up.

Do you have a physical store?

No, we do not operate a store. Our warehouse features only a small pick-up counter.

Why is there an order surcharge for pickup orders under €50?

We offer our products at low wholesale prices. To maintain these competitive prices, a €7.00 order surcharge is applied for pickup orders with an order value under €50.00 (ex. VAT). This surcharge covers the additional costs of counting, packaging, and administrative processing.

This surcharge is waived for orders with a value of €50.00 or more.

Return

How do I know if my return has been received and approved?

You will receive a credit note as soon as your return is received and processed. Usually, this happens within a few working days after our warehouse receives it.

Is a VAT-free (intra-Community) delivery possible?

Yes, provided you are a company outside the Netherlands with a valid EU VAT number. Please enter your number starting with the country code and without any dots or spaces. We verify your information via http://ec.europa.eu/taxation_customs/vies/ and will apply VAT if discrepancies are found.

Shipments outside the EU are normally subjected to 0% VAT according to export regulations.

What about the costs and risks of returning the item?

Return shipping is at your expense and risk. Therefore, please keep your shipping receipt until you receive a credit note from us.

What if my return cannot be accepted?

If your return cannot be accepted by us, we will always get in touch with you.

What is the return address?

You can use the following return address:

Verpas B.V.
Attn: Returns
Dukaat 10
NL-5751 PW Deurne
The Netherlands

Important notes:

Business return shipments must always be arranged in advance in consultation with us. Contact us
Return shipments are at the buyer's expense and risk.
Always include the packing slip with "return shipment" written on it, preferably with the reason for the return.

What should I do if I receive damaged, incomplete or incorrect items?

Please contact our customer service immediately. We will review your case and try to find a swift and satisfactory resolution.

When are goods excluded from being returned?

Goods cannot be returned if:

the product was made to order (customized or personalized)
the item has been assembled
the item has been damaged or soiled
changes have been made to the item’s original condition

When will I receive my refund for a returned item, and how is it processed?

Upon receipt of the return in our warehouse, the purchase amount will be processed within 14 days. Have you already paid for the order? Then we will refund the amount via the original payment method. Did you purchase on account and haven't paid yet? You will receive a credit note to settle the outstanding amount on the invoice.

Within what period can I return my purchases?

Private customers: The right of withdrawal applies to online purchases made by private individuals. For more information and instructions, please refer to our returns page.

In short, this means:

After receiving your order, you have 14 days to withdraw from your purchase.
After your notification, you have another 14 days to return your order or items.
Within 14 days of receipt of the return by Verpas B.V., the money will be refunded or, if desired, offset against a new order.
Return shipping is always at the buyer's expense and risk.

Business customers: Different conditions apply to business orders. Do you wish to return an order or an item? Please keep the following in mind:

Always contact a Verpas B.V. employee first.
It will be determined in consultation whether the goods can be returned.
Return shipping is always at the buyer's expense and risk.

Foreign orders

Can I order from abroad?

Yes, you can order from abroad. We ship to the countries listed in our shipping cost overview. For other countries, shipping costs are provided on request. When ordering via our webshop, you'll receive a non committal quote first, which you can accept or decline.

Frequently asked questions

Clientaccount

To order

Pay

Shipping and costs

Pickup

Return

Foreign orders

Other questions

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