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01. What does my order status mean?

If you have created an account with Brabantia, it is possible to monitor the progress of your order. These are the different order statuses we use:

Order status

Meaning

Cancelled

The order has been cancelled and will not be processed.

Not paid

The order process was started, but no payment attempt has been made yet.

Payment in process

The order was registered successfully, but we have to wait for the payment to be processed.

Paid

The order has now been paid and is ready to be sent to our warehouse.

Order in process

The order is sent to the warehouse and is now being picked and packed.

Complete

Your products were picked and packed and the parcel has left our warehouse.

02. Can I cancel or change my sales order?

Unfortunately, once a sales order is paid and gets the status 'in process' it is final. Our warehouse processes large numbers of orders every day and once an order is in the process of picking and packing we cannot make changes anymore. In case a parcel is delivered that you don't want to receive, the best option is to refuse it. Our distribution partners will automatically return the parcel to us and upon receiving the parcel we will refund your money.

03. I placed a sales order and did not receive an order confirmation. What happened?

In most cases, you will receive an order confirmation e-mail directly after you have placed a sales order on brabantia.com. If you have not received an e-mail within 4 hours after placing your order, there could be several different reasons:

  • - You have chosen a payment method that requires one or more working days to be processed. In that case, the order will be accepted and processed only after your payment has been confirmed.
  • - Our payment provider has a delay in processing payments. In that case your order confirmation will still be  sent directly after your payment has been confirmed.
  • - You have not entered your e-mail address correctly. In that case your order will be processed as usual, but you will not receive the e-mail notifications like the order confirmation or shipment confirmation.
  • - The e-mail has accidentally been placed in your 'spam-folder' or 'unwanted e-mail folder'.
04. I placed one sales order, but in My Account I see multiple sales orders. What happened?

If you create a sales order, a sales order number is given to it at the moment you start the payment process. If, for whatever reason, the payment process is aborted, the sales order gets the status 'not paid'. If you then start a new payment process from your shopping cart, our system will register that sales order as a new one. A new order, with a new sales order number. In this case you will see two different sales orders in My Account: a sales order that is 'not paid' and a sales order  that is 'paid' or already 'in process'. Orders that are 'not paid' will not be processed, so you don't have to worry that you will receive your desired products twice.

05. Does the Brabantia web shop also sell to companies?

No, the webshop on brabantia.com sells only to consumers. If you want to order on behalf of a company, you can always do so, but your order will be treated as a consumer order. That means that VAT will always be charged and that the VATrate depends on the country we need to ship to. You will receive an electronic invoice with the VATamount specified, but we cannot provide you with a printed invoice or an invoice with specifically requested extra information.

For business-to-business deals, if you need 5 similar products or more, we are of course willing to see how we can help you. We recommend you to contact your nearest Brabantia sales team:

Brabantia in Austria - info.austria@brabantia.com
Brabantia in Belgium - info.belgium@brabantia.com
Brabantia in France - info.france@brabantia.com
Brabantia in Germany - info.germany@brabantia.com
Brabantia in the Netherlands - info.nederland@brabantia.com
Brabantia in Spain - info.spain@brabantia.com
Brabantia in United Kingdom - info.uk@brabantia.com