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Frequently Asked Questions DutchStore.
You may find the answer to your questions here. If not, please click the "Contact Us" tab on the top right hand side on our website and email your question. We will answer it as soon as we can.
Question: What are the shipping costs?
Answer: Shipping costs will depend on the weight and volume of your order, your location and the speed at which you would like your parcel delivered, and also includes our handling costs. The DutchStore software is linked to the Australia Post database for accurate shipping costs.
You can put together an order into your shopping cart and get a shipping cost estimate without confirming the order at the Checkout stage. This will allow you to add or remove items in relation to postage costs.
Question: How long will it take to receive my order?
Answer: We normally despatch 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
Question: How can I order on your website?
Answer: 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. (Otherwise press Returning customer)
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 trouble after that, please email or contact us with your order.
Question: Why keeps it sending me back to my shopping cart when I want to pay for my order?
Answer: You probably have items in your shopping cart which has a low stock. 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 has 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"
Question: I want a higher quantity of a product, but it stays on 1 in my shopping cart?
Answer: Make sure you press "update cart" every time you change the quantity.
Question: Why don`t my login details work?
Answer: 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.
Question: What if my my email address has changed?
Answer: 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.
Question: How will you send my order?
Answer: We despatch orders by Australia Post, orders are usually sent by unregistered Mail.
On request we can send your order by Registered or 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.
Question: What if I`m not at home when my order arrives?
Answer: All our standard deliveries are unregistered as this enables the parcel to be left at the delivery address without a signature. Unattended addresses will have the parcel left in the letter box or near front door. We can take special instruction when ordering for the parcel to be left in a safe place of your choosing. Any parcels left at an address without a signature are at your own risk and are not our responsibility under any circumstances.
Question: My order still hasn`t arrive, what do I do?
Answer: Sometimes Australia Post does not always leave a card when they tried 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.
Unregistered parcel cannot be traced so it might be difficult to find once it is delayed or missing.
Express Post & Registered Post both provide a tracking number in the event of undelivered mail
or delays and has added protection and some insurance cover if the parcel is lost.
Question: How can I contact DutchStore?
Answer: 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 and/or leave a message. As we are an online business, email & "Contact Us" enquiries receive preference over telephone calls and are answered as quickly as possible.
Question: Where is Dutchstore located and do you have a shop?
Answer: 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.
Question: Does Dutchstore deliver to my area?
Answer: Yes, We deliver to all cities & towns in all states & territories in Australia.
Question: How can I pay for my order?
Answer: We accept payment by MasterCard or Visa credit cards through our secure website, PayPal or direct bank deposit.
Question: Does DutchStore accept telephone or mail orders?
Answer: 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 be made under certain circumstances.
Question: I don`t have a PayPal account. How can I pay with my credit card?
Answer: Select "Credit card" at checkout and you can fill out your card details.
When completing an order on DutchStore.com.au at the Checkout page, please ensure that the Locked Padlock symbol is displayed. This provides a secure page to enter your payment details.
Your credit card details will not be stored in our database at all, as soon as the payment has been made by Credit Card the record of the number is destroyed to protect your information.
If you prefer to pay through PayPal, simply click on "Don`t have a PayPal account? Use your credit card or bank account - Continue" on the left hand side of the PayPal Secure payment gateway page, then enter your delivery details & your credit card details. PayPal is one of the world`s most secure payment gateways.
Your credit card details are never seen by us when you pay by PayPal.
Question: Are the products you sell fresh?
Answer: 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,
milk products, or rook worst 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.
Question: How do discount coupons work?
Answer: When you have a discount coupon, you fill out the number at check-out (on the page with payment information)
If you do not type in the code, discounts will not apply, no refund is given afterwards.
Discounts are applied before GST and are displayed as one order total line.
Question: Why are Croquettes and Frikandellen only for pick-up?
Answer: 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.
Question: Why can`t I find the product I`m looking for on your website?
Answer: 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 an email to info@dutchstore.com.au and we will do our best to get it for you.
We don`t want to make our website confusing with a lot of varieties of the same product but try to have a broad selection of the most popular items. This way we can promise you enough stock and fresher products.
It`s not quantity that counts, but quality.
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