FAQ

01. Do I receive the same product as in the picture?
02. Are the prices on the webshop similar to those in the store?
03. Do articles that are marked “sold out” come back in stock again?
04. Can I remove an item from my order?
05. How can I check if my order has been successfully processed?
06. To which counties does Raw Materials ship?
07. What are the shippingcosts?
08. Is it also possible to pick up my order in the store?
09. How long does it take to receive my ordered items?
10. What if I receive the wrong item?
11. What if I receive a damaged item?
12. What if I don't receive my order?
13. How do I recover my password?
14. How do I subscribe and unsubscribe to the Raw Materials newsletter?
15. Is it possible to return my order?
16. Will there be extra costs when I want to return my order?
17. Will I get a full refund when I return my order?


01. Do I receive the same product as in the picture?

Most of our products are unique and made of recycled materials. Therefore they are all a bit different. This is always clearly stated in our discriptions and most of the time there are several pictures available so you can see what the differences there may be.

02. Are the prices on the webshop similar to those in the store?

Yes, but if there is a difference between the prices on the website and on the price tags in the store, the store price is always leading.

03. Do articles that are marked “sold out” come back in stock again?

If an item is sold out, we strive to get it back in stock if possible. We also have many unique items of which only one piece is available.

04. Can I remove an item from my order?

Yes, as long as you have not yet completed your order, it is possible to remove items from your shopping cart. Have you completed your order and want to remove an item? Let us know a.s.a.p. We can be contacted at webshop@rawmaterials.nl or +31 20 421 38 93.

05. How can I check if my order has been successfully processed?

Once your order has been processed, you will receive a confirmation email. If not, please check your spambox. You can also look back all your placed orders in your account.

06. To which countries does Raw Materials ship?

We ship woldwide. For the Netherlands, all items on our webshop can be ordered and shipped. For Europe, only small products kan be ordered and shipped. For bigger items and for shipment to countries outside of Europe, please contact us.

07. What are the shippingcosts?

The delivery costs within the Netherlands and Belgium are €5,95 for products that can be sent by a courier (DPD). After we received your payment we will send your package within 2 to 3 working days. For items like gift vouchers and greeting cards, the delivery costs are €2,95.

The delivery costs for all items that can be sent to other country's by a courier (DPD) are as below. After we received your payment we will send your package within 2 to 3 working days. For items like gift vouchers and greeting cards the delivery costs are €5,95 for all countries outside of the Netherlands & Belgium.  

ZONE 1   €9,95
Germany, Luxembourg

ZONE 2   €19,95
Denmark, France, Liechtenstein, Monaco, Austria, Switzerland, United Kingdom

ZONE 3   €29,95
Bosnia, Bulgaria, Estonia, Finland, Hungary, Ireland, Italy, Latvia, Lithuania, Poland, Romania, Serbia, Slovakia, Slovenia, Spain, Portugal, Sweden, Norway, Croatia

ZONE 4   €39,95
Greece, Iceland

Are you missing your country in this list? Please contact us and we will calculate the shipping costs for you.

Furniture such as cabinets and large tables or large fragile products will be shipped with a specialized parcel or furniture carrier. After placing your order we will send you a quote for the shipping costs as soon as possible. (Exception: Within the Netherlands the shipment of couches is free).
If you order a large item you can choose the payment method Bank transfer, so you do not have to pay before you are aware of this information. You can also contact us before you place your order. After you have agreed to the cost of the shipment we will arrange a delivery appointment with you.

08. Is it also possible to pick up my order in the store?

Yes, this is possible. If you want to pick op your order in the store, please choose 'pick up at the store' while placing your order.

09. How long does it take to receive my ordered items?

We sent all products within 2 and 4 workdays. Once we send out your order you will receive an email with a track and trace code. If you have any questions about this, please contact us.

10. What if I receive the wrong item?

If you accidentally receive an item that you have not ordered, please contact us. We will solve this as soon as possible. We can be contacted at info@rawmaterials.nl or +31 20 421 38 93.

11. What if I receive a damaged item?

Raw Materials strives for a perfect delivery of your item(s). If you still receive a defective or damaged product please contact us. We will solve this as soon as possible. We can be contacted at info@rawmaterials.nl or +31 20 421 38 93.

12. What if I don't receive my order?

If you have received a confirmation of shipment but not received your order, please check your track and trace code. If there is no information, please contact us so we can help you. We can be contacted at info@rawmaterials.nl or +31 20 421 38 93.

13. How do I recover my password?

If you have forgotten your password, go to MY ACCOUNT and click 'forgot your password?' Then follow the instructions.

14. How do I subscribe and unsubscribe to the Raw Materials newsletter?

Yes, you can sign up for our monthly newsletter through our website. This way you will be kept informed of all the latest news, offers and promotions. At the bottom of the newsletters we send, you can always find a button to 'Unsubscribe'.

15. Is it possible to return my order?

You can end the contract without giving any reason within 14 days of receipt of the (last) product. Within this period, you can view and judge the product as you would in a shop.  Ending the contract can be effected by completing the return form or by other form of explanation, provided you have communicated your desire to return the product to us. The possible ways of communication are:

- Return form (complete and return). This can be done by email or by post. DOWNLOAD YOUR RETURN FORM HERE.
- Send an email to our customer service (info@rawmaterials.nl)
- You can also call us on: +31 20 421 38 93 

Once you have indicated that you wish to end the contract, you then have 14 days in which to return the product. The product can be returned to the following address:
Raw Materials – The Home Store
Mainhavenweg 17
1043 AL Amsterdam

* The above address is only a return address, not a visiting address.

EXCEPTION:
There are exceptions to the right of termination, provided they are legally permissible. We apply the following exceptions:
Personal specified products cannot be returned, because these products are customised in accordance with your specifications. This includes all sofas that are found under the category of banken/couches.

16. Will there be extra costs when I want to return my order?

Costs of return are for your own account.  If you received your order in a box, you can return the product(s) in the same box. Shipping within the Netherlands is estimated at €6.95 (up to 10 kg) or €13.25 (10 to 30 kg). If you use registered mail with a maximum insured value of €500, then the shipping costs are estimated at €8.60 (up to 10 kg) or €14.90 (10 to 30 kg). (Post NL). If you received your order in an envelope or in a mailbox package, you can return it in the same packaging you received it in. Shipping within the Netherlands is then estimated at €3.95 (up to 2 kg). If you use registered mail with a maximum insured value of €50, then the shipping costs are estimated at €8.15 (up to 2 kg). (Post NL).
Costs of return outside the Netherlands differ per country. Should you require any further information, please do not hesitate to contact us. We can be contacted at info@rawmaterials.nl or +31 20 421 38 93.

If you received your order by any other means (for example, a (mini)pallet), please get in touch with us (you will be notified of this in advance). In that case, we will arrange the pick-up appointment in consultation with you. The cost hereof differs on each occasion. This also applies to return of goods from outside the Netherlands. Please let us know if you require additional information regarding this matter.

Have you received a wrong or defective product? Raw Materials always strives for a perfect delivery of your product(s). If, however, by exception, you still receive an incorrect, faulty or damaged product, please contact us immediately. This is possible via info@rawmaterials.nl or by calling us on +31 20 421 38 93. In this case, the costs of return for such product(s) will be met by us.

17. Will I get a full refund when I return my order?

If you return your entire order, then all costs incurred by you to have your order delivered, will be refunded. This includes the costs of return paid by you. 

If you only return part of your order, then only the costs of the returned product(s) will be refunded.

As soon as we have received your returned product(s), you will receive a confirmation by email. Thereafter, you will receive the amount to be refunded within 14 days. The refund shall be made by the method you used for payment, unless agreed otherwise.

If you have paid for your order in whole or in part with a gift voucher, the relevant amount will be refunded by way of gift voucher.

The above terms will be rendered null and void if there is any depreciation due to the product being used beyond what is necessary to assess the nature, characteristics and functioning of the product. If this is the case, we will contact you about the settlement hereof immediately upon receipt of your returned goods.

 

Do you have any questions after reading our FAQ? Please feel free to contact us. We can be contacted at info@rawmaterials.nl or +31 20 421 38 93.