Questions regarding shipping
Questions regarding confirmation mail
Contact with Bruder-speelgoed.nl
Background Bruder-speelgoed.nl / Remiko
Withdrawel of orders, returning of orders
Warranty on items
Articles and stock
My question is not listed
What are shipping costs to an address in the Netherlands? For every order to a Dutch address we will charge you € 4.95 order and shipping costs. back
What are shipping costs to an address outside the Netherlands? We apply the following rates for international shipments:
Austria: € 14,75
Belgium: € 8,95
Denmark: € 14,75
Finland: € 19,95
France: € 14,75
Germany: € 8,50
Italy: € 15,50
Luxembourg: € 11,75
Poland: € 20,95
United Kingdom: € 11,95
Sweden: € 21,50
other countries on request. back
Can I ship my order and pay afterwards? We only offer the option cash on delivery within the Netherlands. back
Can I also pick up my order? You can collect orders in Ommen, the Netherlands. This is only possible after placing the order via the site and by appointment. back
Where can I pick up my orders? You can pick up your order by appointment in Ommen, Doormanstraat 43, The Netherlands. back
An article is not availible, can you sent it later? Items that are temporarily unavailable or parts can only be sent afterwards after additional payment of the extra shipping costs. We always try to mark items (except parts) with the following symbol: if these are temporarily unavailable. Almost all Bruder items are delivered from stock as standard. back
Why no free delivery? We believe that each customer is only passed on those costs that are actually due to him. You also pay for delivery at webshops that claim it is free, however this is included invisible in the price by default. In fact, the more you order, the more you pay too much. At an "average" order you pay the full shipping costs, with every more than average order you automatically will pay too much. that is why we have prices free from shipping allowance and that is one of the reasons our prices are lower than average. back
Is shipment per mail not cheaper?
Unfortunately, that is not the case in practice. The tariff we charge for order and shipping does not cover the actual costs (bank costs per transaction, packaging material, working time for processing order picking, packing and shipping, etc.). Often it will concern a single piece or article, because of weight, but the lower amount of the stamps might suggest it is cheaper, but in real it does not differ. Mainly the working time is costly. Because the stamps themselves are only a small part of the costs we also use for orders which are sent by mail. the standard tariff. Incidentally, as company we are charged for VAT, also over shipping, where private individuals are exempted from this. back
Can I have the articles packaged as a gift?
For the time being, it is not possible to have articles packaged as a gift. We try to keep our shipments as neutral as possible, so that it is not immediately visible on the outside toys. back
Confirmation and invoice Within a few minutes after placing your order you will receive an order confirmation with the invoice amount by e-mail. If after 30 minutes this mail has not yet been received, please send an email to email@example.com or by the contact page. We will send you a copy of the order confirmation. All amounts include Dutch VAT.back
I try to call you, but the phone is not answered, is something wrong? No, there is nothing wrong, but you are probably trying to call us on our private number. Remiko / bruder-speelgoed.nl works with a digital customer service, which you can reach by mail or via the contact form. We believe that a well-asked question can be answered better and more efficiently than a telephone call, which in addition to irrefutable data and commitments also gives high costs in staffing. Partly because of this, we can continue to offer low prices. back
What are the company details? Remiko v.o.f. - Bruder-speelgoed.nl
7731 BP Ommen - the Netherlands
0031-(0)529-456701 (private number, we are often not available - no telephone sales, see above)
Btw-nr: NL857932391B01 back
Who is behind bruder-speelgoed.nl / Remiko? We founded Remiko, a corruption of our names ( Renate and Michael Koot) in 2006 after we frequently could not purchase items in the local toy stores that our sons wanted for their birthday. Since we were not the only ones with that problem, we started an internet shop at the time. Meanwhile, besides Bruder toys we also supply several others brands via the internet, including, for example, Ministeck (www.ministeck-online.nl), RollyToys (www.rollytoys-traptrekkers.nl).
We try to keep our costs as low as possible, resulting in affordable prices. Sometimes you have to wait a day longer than at the more expensive (web) stores, but the price is certainly worth it.
Our family, since September 3, 2012, consists of five sons and a daughter. From big to small: Joshua, Davy, Mitchell, Ian, Abbey (5-8-2011) and Owen. Much to our grief, Abbey, our daughter, died at birth.
Michael has worked as a professional pilot for about 15 years and has operated both scheduled services and business flights throughout Europe. In addition, he has given 10 years of flight instruction at one of the Netherlands' largest flight academies and as last function Head of Training, before full-time work for Remiko. More info on Linkedin
Which are the payment options? Payment can be made by bank transfer to our bank account or by bank transfer to our Paypal account. As a user of Paypal you also have the option to pay by credit card. back
When are return payments processed? If an order has been canceled, or you receive a return deposit because a part of the order was not available, we will try to do this as soon as possible. Normally we process weekly return payments, so it should not last longer than 7 days, in some cases (holidays) it can take a little longer, but never longer than 14 days. If that is the case, then we would like to be informed by e-mail, so that we can correct this immediately. back
What is Paypal, and how does it work? Paypal is an online payment service. ( www.paypal.com ) In order to use this service you must be registered user at Paypal. An account with Paypal is free and allows people to transfer money to a specific e-mail address. We offer this option (due to the additional costs) only for payments from abroad. back
I have chosen the wrong payment option, what to do? If you have chosen a wrong payment option, for example Paypal instead of bank transfer, this is no problem. We check every day both our bank account and our Paypal account. Please note that you do not forget to mention the order number. We often notice different names on the order as on the payment. Without order number, it can be difficult to couple the payment to the right order. back
Can I, as a customer, claim the right of withdrawal? After receipt of the product, you as a consumer have a cooling-off period of 14 days to terminate the agreement without giving any reason and return the product. In doing so, you as a consumer bear the costs of the return shipment. Remiko will, in case of dissolution of the agreement, return the order amount within 14 days after the date of receipt of the return shipment. The product should be undamaged and if possible in original packaging and returned unused. (In other words, it must be returned in salable condition) If you are still before you have paid to renounce the order is of course also possible. In that case, we would like to receive a reply on the order confirmation to firstname.lastname@example.org stating that you wish to cancel the order. Every return shipment must be accompanied by a copy of the order confirmation, in order to avoid delays in the processing of the return payment. ATTENTION: returns which are sent COD, will not be accepted! back
I want to return an article, what must I do? After receipt of the product, you as a consumer have a cooling-off period of 14 days to terminate the agreement without giving any reason and return the product. In doing so, you as a consumer bear the costs of the return shipment. Remiko will, in case of dissolution of the agreement, return the order amount within 14 days after the date of receipt of the return shipment. With returns of a part of the order will be refunded the amount of the relevant items. The product should be undamaged and if possible in original packaging and returned unused. (In other words, it must be returned in salable condition) Where should I send the return?
Bruder-speelgoed.nl / Remiko
7731BP Ommen, the Netherlands
NOTE: always add a copy order confirmation, in order to avoid delays in the processing of the return payment.
ATTENTION: returns which are sent COD, will not be accepted! back
What do you do with my data? The legal regulations relating to the protection of personal data, as laid down in the Act on Personal Records and the Act Protection of personal data is respected by Bruder-speelgoed.nl. The data will be used for the processing of the order to the customer. If you have indicated that your mailaddress is to be included in our mailing list, only your e-mail address will be stored. back
Warranty on items / complaints Bruder-speelgoed.nl is responsible for the correct processing of your order. All products delivered by Bruder-speelgoed.nl are guaranteed due to factory / assembly errors. You have the obligation to examine at delivery whether the products meet the agreement. If this is not the case, you must inform Bruder-speelgoed.nl within a reasonable period of time, in writing and with motivation (email). ATTENTION: many, especially plastic detail parts are vulnerable to (over) load when used incorrectly. Damage that occurred during / through use of the article is not under warranty. Claims and defenses, based on facts that could justify the proposition, that the product delivered does not comply with the agreement answer, expire after two years after receipt at the delivery address. Bruder-speelgoed.nl does its utmost best to keep a good relationship with its customers and will therefore always try to find a solution that satisfies both parties. If you nevertheless have complaints, we ask you to make this known via email@example.com
Wrong product delivered u>
If it is certain that the products do not comply with the agreement, you have the choice to get the products in question replaced by the correct products after returning the incorrect ones or to correct the price difference by invoice or return payment.
If you receive a product that has been damaged during transport, we request you to report this immediately via firstname.lastname@example.org. Preferably with digital photos (max 5Mb per email) so that we can also make this known directly to the carrier. We will then approach you to an appropriate one solution to come.
Complaints regarding defects in the products should preferably be made by e-mail to email@example.com with digital photographs of the products. Please take into account a maximum e-mail size of 5Mb. We will take care of the manufacturing defects further by the manufacturer's instructions.
Manufacturing errors Bruder
Bruder (manufacturer) has a very extensive support with regard to the delivered items. If an article right from the packaging is damaged to you without this logically resulting from transport damage, you can rely on Bruder's factory guarantee. This can be done directly online via the following link: complaint to Bruder . (This link is not for replacement parts due to damage caused by use, see above.)
If a Siku Control article does not function properly (anymore) you can let it send for repair to SIKU with a copy invoice and completed Service form . If a model does not work correctly (anymore) or is defective, you can do so online contact SIKU. Often the problem is after description and / or uploading photos easy to fix. Go to: SIKU feedback . back
Can an item differ from the image on your site? All images on our site have been selected with care. Occasionally the offer of the producer changes in color of the article. Although we try to respond as adequately as possible, we can accept no liability for deviations in images and texts. back
Do you always have all items in stock? Our website is not linked to our current stock. We strive to stock multiple items of all articles at all times. We also fill our stock several times a week. This allows us to handle virtually all orders within 1 to 3 business days (monday-friday). back
Do you have all spare parts on stock? We strive to have every part in stock, or already in order, but we can not guarantee this, because of the large diversity in parts and the strongly varying demand. On average we have about 85% - 90% of all spare parts directly available and the much requested parts in larger quantities. In case it takes longer because we have to order the parts at Bruder, we will inform you of this.back
How long do I have to wait before the order is delivered? Usually we ship all items (except parts) from our own stock and usually within 1-3 days after payment is received. Depending on destination it might take a few days for international shipping. Whenever the order is handed to the carrier, you will receive the track and trace codes. Because we replenish our stock multiple times a week, this allows us to handle virtually all orders within 1 to 3 working days after receiving payment. In case an item is not available for a longer period of time, we will inform you by e-mail about it and, if possible, including alternatives, whereby we also offer you the possibility to cancel the order without costs.
Please note that it may take more than one day before the parcel is delivered. Unfortunately, we can not influence this. Please note that Paypal payments are confirmed immediately after payment, bank transfers usually cause one or more days of delay, please take this into account as you are in a hurry. back
We need the order for a birthday, will it arrive on time? If you need the order for a birthday, we ask you to state the latest delivery date in your order (or send it in a separate e-mail stating the order number). We will then do our utmost best to get your order on time, or if this is not possible, inform you of this and possibly find an alternative. If your order is not fully in stock, but you have indicated to receive it before a certain date, we will initially try to find an alternative together. If time is to short, we will send what is in stock and return the amount of those articles not delivered (mostly at orders including (a) spare part(s)). back
Disclaimer Although our website is composed with the utmost care, we can not accept any liability for deviations in prices, images and texts, other than through gross negligence. If in doubt, contact us via: firstname.lastname@example.org back
My question is not listed, how can I ask it? If your question has not yet been answered after reading this page, you can easily send it by mail. We always try to answer your questions as quickly as possible. Normally almost always within 1 working day. Click here to ask your question. back