| 1. What are the shipping costs? |
| Dutchstore uses a flat rate of $11,50 for destinations in Australia for orders up to 6 kilo.
For orders over 6 kilo's a different shipping rate applies. Maximum weight we ship is 16 kilo.
For our local customers in the Adelaide Metro area a flat rate of $8,95 up to 20 kilo's applies.
This rate depends on your postcode. Alternatively: you can pick up your order at our office. |
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| 2. How long will it take to receive my order? |
| We normally dispatch orders within 1 to 2 days of receiving payment confirmation. The actual delivery time to receive your order will depend on your location and the type of shipping requested when you ordered.
Once we give your parcel to a courier or Australia Post the delivery is totally out of our control.
Because of this, we cannot guarantee that the parcel will be delivered on a certain date to meet a close deadline.
Any time of delivery, given by DutchStore on its website shall only be indicative.
If you need your order fast, choose Express Post |
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| 3. How can I order on your website? |
| Please just add the products that you want to the shopping cart.
When finished, go to Checkout, and click on new customer if you do not already have an account. (If you are a returning customer it is best to log on before shopping)
Complete your name and address details, enter a password of your choice and click on "continue". All areas with an asterisk must be completed.
On the next screen click "continue" again, this will lead you to the delivery page.
If you want delivery to a different address than your own address press "change address" next to shipping address, here you can fill-out a different address and press "continue" again.
Select the shipping method and click "continue", the next screen gives you payment options and then click "continue" again.
Now you will see your shopping cart, with the total price including shipping.
IF OK then press "confirm order" and you will receive an order confirmation by email.
If you have any questions after that, please contact us. |
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| 4. Why keeps it sending me back to my shopping cart or log in when I want to pay for my order? |
| You probably have items in your shopping cart which has a low stock at the moment. This prevents you from checking out and ordering products we don't have enough in stock.
Please go back to your shopping cart, check for any items which have the text "Low stock" next to the product and lower the quantity until the text "Low stock" disappears.
Don't forget to press "Update cart"
If this doesn't work: Sometimes it helps to reset your browser. |
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| 5. I want a higher quantity of a product, but it stays on 1 in my shopping cart? |
| Make sure you select the quantity and press "update cart" every time you alter a product. |
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| 6. Why don't my login details work? |
| Make sure you type your email and password correct. In case you forgot your password, a new one can be send, Passwords are Upper-Lower case sensitive, you may want to make sure you enter them in that format.
To prevent a typo: copy paste the password in the required field. Also make sure you use the email address connected to your account. |
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| 7. What if my my email address is changed? |
| Log in to your account by using your OLD email address, change your details (also your address, phone number etc can be changed in your account)
Make sure you log in next time with your NEW email address.
Don't create a new account if something changes, but make adjustments to your existing account. |
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| 8. How will you send my order? |
| Answer: We despatch orders by Australia Post, orders are sent by regular Mail and are traceable.
You have the option to send your order by Express post, in most cases, the delivery will require a signature, so it may be a good idea to use your work address instead of home address. Please email us immediately after ordering if you want to change the delivery address.
Express Post delivery is only available in postcode area's designated by Australia post. Dutchstore cannot guarantee express delivery if your postcode is not in the designated area. Express post orders made after noon will be send the next day. |
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| 9. What if I'm not at home when my order arrives? |
| Unattended addresses will have a card left in the letter box so you can collect your parcel at your local post office. No parcel is left at the delivery address without special instruction from the customer.
Many customers have their delivery sent to their workplace and we highly recommend it, to ensure someone can personally receive it. Alternatively, make a note in the "comments" box during checkout to say that it is OK to leave the parcel and you do not wish to receive it in person. However, if you choose this option we cannot help you if the product becomes damaged due to weather, circumstances out of our control, or disappears! |
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| 10. My order still hasn't arrive, what do I do? |
| Answer: Sometimes Australia Post does not always leave a card when they try to deliver your parcel.
Please check with your local Post Office to see if it is there, if not please contact us and we can investigate.
Regular parcels can be traced so it just let us know if it is delayed or missing.
Express Post has also some insurance cover if the parcel is lost. |
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| 11. How can I contact DutchStore? |
| As we are an online business the quickest way to get an answer is to click the "Contact Us" tab on our website. You can also contact us by telephone during business hours on 0433 547 195 and/or leave a message. As we are an online business, email & "Contact Us" inquiries receive preference over telephone calls and are answered as quickly as possible. |
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| 12. Where is Dutchstore located and do you have a shop? |
| DutchStore is located at Aldinga Beach, 5173 SA.
We are an online business and, to keep our prices as low as possible, we do not have a shop.
All of our products are listed on our website. If you have suggestions about new products please let us know and we will do our best to source them. |
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| 13. Does Dutchstore deliver to my area? |
| Yes, We deliver to all cities & towns in all states & territories in Australia.
Also we send to: New Zealand, Korea, Japan, Hong Kong and Singapore.
If you want an order send to a country not listed on the website, please contact us before you order. |
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| 14. How can I pay for my order? |
| We accept payment by MasterCard or Visa credit cards through our secure website, PayPal or by direct bank deposit.
When you pay by EFT / Bank-transfer: The payment details are in the order confirmation.
(Don't forget to add the order number as reference when you transfer) |
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| 15. Does DutchStore accept telephone or mail orders? |
| DutchStore is an online Shop. We keep our prices low by using Online Shopping Cart Software to take your order and payment securely. Telephone and/or email orders can only be made under certain circumstances. |
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| 16. Are the products you sell fresh? |
| All products we sell on Dutchstore.com.au are as fresh as possible. We import most of the products ourselves from The Netherlands so keep in mind that it might take up to 2 months for products to arrive in Australia.
Some products you find in The Netherlands have a shelf life of only 2-3 months, that is why you don't find cheese, fresh dairy products, or rookworst on our website.
All products listed on our website have a shelf life from 2 months up to 2 years, depending on the product.
If it is significantly shorter, than the "best before date" is listed in the product description. |
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| 17. Why are Croquettes and Frikandellen only for pick-up? |
| The Croquettes, Frikandellen and Bitterballen we sell are frozen, therefore they cannot be send by mail and are only available for pick-up at Aldinga Beach SA. |
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| 18. Why can't I find the product I'm looking for on your website? |
| Products which are sold out at the moment will not be visible on the website. Once they are restocked they will appear on Dutchstore.com.au again. The product range on DutchStore might change every now and then,
depending on availability of products in The Netherlands.
If we do not sell the product you are after, we might be able to source it, send a request through the inquiry form and we will do our best to get it in for you. |
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| 19. How can I get a discount? |
| Sometimes Dutchstore gives Discount coupons.
The discount coupon is a code which needs to be added to your order to qualify for the discount.
On the payment page (on the bottom) is a box with the title:
Do you have a promotional code or discount coupon?
The code needs to be typed into the box coupon code.
With no code added, no discount is given.
Payment with PayPal in combination with a discount code is not possible. |
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| 20. Why does Pay Pal send me back to your website and says that my shopping cart is empty? |
| If you go to "Pay Pal" to pay for your items, please make sure you are logged on as a customer, or create a account first. Otherwise you cannot check out. |
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