Customer Service

Orders placed before 15:00 (CET) on working days are shipped the same day, provided the items are in stock. Standard delivery within the Netherlands and Belgium takes 1–2 working days. For deliveries to other European countries, please allow 3–5 working days depending on the destination.

Shipping costs depend on the weight and dimensions of your order. The exact shipping costs are calculated and displayed during checkout before you confirm your order. Orders above a certain order value may qualify for free shipping — please check our current promotions.

Yes, VRTrade ships to most European countries. If your country is not listed at checkout, please contact us at [email protected] and we will look for a suitable solution.

Yes. Once your order has been shipped, you will receive a confirmation email with a track & trace link so you can follow your shipment in real time.

If your order has not arrived within the expected timeframe, please contact our customer service team. We will investigate the status of your shipment as quickly as possible and keep you informed.

VRTrade takes the protection of your personal data very seriously. We process your data in accordance with the General Data Protection Regulation (GDPR). Your data is used exclusively for processing your orders, managing your account and, where applicable, sending relevant commercial communications. We never sell your data to third parties.

Yes. All transactions on our website are processed via secure, encrypted connections (SSL/TLS). We do not store any payment details such as credit card numbers on our servers. Payments are handled by certified and PCI-DSS compliant payment providers.

We use functional cookies to ensure the website works correctly, analytical cookies to improve our service, and — with your consent — marketing cookies to show you relevant content. You can adjust your cookie preferences at any time via the cookie banner on our website.

Yes. Under the GDPR, you have the right to access, correct, or delete your personal data. To submit a request, please contact us at [email protected]. We will respond within 30 days.

You may return products within 14 days of receipt, provided the items are unused, undamaged and in their original packaging. Custom-cut or made-to-order products cannot be returned unless they are defective.

To initiate a return, please contact our customer service team at [email protected] or via the contact form on our website. Include your order number and a brief description of the reason for return. We will provide you with a return authorisation and instructions within 2 working days.

If the return is due to an error on our part (wrong product, damaged goods), VRTrade will cover the return shipping costs. In all other cases, the cost of return shipping is at the customer's expense.

Once we have received and inspected the returned goods, we will process your refund or ship the replacement within 5 working days. Refunds are made to the original payment method.

Please contact us immediately at [email protected] with your order number and photos of the damage or incorrect item. We will resolve the issue as quickly as possible, either by sending a replacement or issuing a full refund.

Browse our product catalogue, select the items you need and add them to your shopping cart. Once you are ready, proceed to checkout, enter your delivery and payment details, and confirm your order. You will receive an order confirmation by email shortly after.

Yes. Many of our rubber and plastic products can be cut or produced to your specific requirements. For custom orders or large quantities, please contact us at [email protected] or request a quote directly through the website. We are happy to discuss your needs.

For standard products from stock, there is no minimum order quantity. For custom-made or made-to-order products, a minimum quantity may apply depending on the product. This will be communicated clearly before you confirm your order.

Absolutely. VRTrade primarily serves business customers. If you have a VAT number, you can register a business account to benefit from business pricing, invoice-based payment options and personalised service.

You will receive an automatic order confirmation by email. Our team will then process your order and prepare it for shipment. If any item is out of stock or if we need to clarify details, we will contact you promptly.

We accept the following payment methods: iDEAL, credit card (Visa, Mastercard), bank transfer, and — for approved business accounts — payment on invoice (net 30 days). Available payment options are displayed at checkout.

Prices on our website are displayed excluding VAT (ex. BTW) by default for business customers. VAT will be added at checkout based on your location and VAT status. If you have a valid EU VAT number, VAT may be reverse charged.

Yes. VRTrade offers competitive pricing for larger quantities. Volume pricing is automatically applied at checkout where applicable, or can be requested via a quote for larger orders. Contact us at [email protected] for a tailored offer.

We regularly run promotions for selected products or product categories. Sign up for our newsletter to stay informed about the latest offers. If you have a discount code, you can enter it during checkout.

The price at the time of your order confirmation is the price you pay. Any subsequent price changes do not affect confirmed orders.

Log in to your VRTrade account and navigate to "My Orders" in your account dashboard. Here you will find a complete overview of all your orders, including order status, shipment details and invoices.

Yes. All invoices are available as PDF downloads from within your account under "My Orders". Simply select the relevant order and click "Download Invoice".

The current status of your order is always visible in your account under "My Orders". You will also receive email updates at key stages — when your order is confirmed, when it is being prepared, and when it has been shipped. Shipped orders include a track & trace link.

If you checked out as a guest, you will not have access to an online order overview. However, all order and shipping information will be sent to the email address you provided. For further questions about your order, please contact our customer service team with your order number.

Log in to your account and go to "Account Information" or "Address Book" to update your name, email address, phone number, delivery addresses and company details. Changes are saved immediately.

In your account, go to "Account Information" and select "Change Password". You will need to enter your current password and then set a new one. For security reasons, we recommend using a strong, unique password.

Click on "Forgot your password?" on the login page and enter your registered email address. You will receive a password reset link by email within a few minutes. If you do not receive the email, please check your spam folder or contact us.

Yes. You can update your email address under "Account Information". Please note that your new email address will be used for all future correspondence and login.

If you wish to delete your account, please contact us at [email protected]. We will process your request in accordance with our privacy policy and the applicable data protection regulations.