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FAQ - Customer service
1 Order
1.1 Minimum order amount?

For our website a minimum order amount of 15 Euro applies.

If this minimum order amount causes problems, for example when redeeming your Loyalty Bonus Points discount, please let us know (we may then be able to enter the order for you).

2 Track & Trace (Status request)
2.1 Track & Trace ?


3 Shipping (outside Europe)
3.1 Expected transit time?

The transit time of a shipment to outsite Europe and World
may be affected by the clearance time at customs.
The clearance time ranges from 1 week to 4 weeks.
Track and trace through the delivery can be tracked.

* PostNL: Shipments outside the EU should not exceed 20 kg (per parcel), or calculated volume of 100x50x50.
Transport via other freight carriers such as UPS, DHL possible. Ask us for a quote.

3.2 Freightcost?

Calculated freight costs per order are estimated at max. 2 kilograms.
If the total weight exceeds 2 kg, additional freight charges are possible.

3.3 Taxes/VAT applicable?

VAT shifted applies to deliveries outside the EU.
You must take into account that import duties and VAT will be charged to you by the freight forwarder. These charges must be paid to the freight forwarder before your package is delivered.

4 Shipping (within the European Union)
4.1 Transit time ?
The transit time varies for deliveries within Europe.

For countries such as; Belgium, Germany and France, (sometimes) next working day, 
but may be vary. Other countries, often several days.

Shipments are trackable via track and trace (code).

If track and trace data is not (fully) visible, you can contact us.

* EU Shipments should not exceed 30 kg (per parcel).
4.2 Freightcost?

Fixed rate (variable by country)*.
Weight parcel max. 30 kilograms.
The maximum dimensions (PostNL) may differ per country. If these dimensions are exceeded, it is possible to ship via other freight carriers, such as UPS, DHL, etc.
We can inform you and/or provide you with a quote upon request.

Freight costs become visible when placing your order.
If this is not possible for the country of your choice,
we ask to send the order to us so that we can send you a quote.

*Belgium, Denmark, Germany, France, Italy, Luxembourg,
Monaco, Spain, United Kingdom, Sweden, Bulgaria, Estonia, Finland,
Hungary, Ireland, Latvia, Lithuania, Poland, Portugal,
Romania, Slovenia, Slovakia, Czech Republic.

Norway, Switzerland and Rest of Europe

Shipments to these countries: a base rate + a surcharge per kilo.
With a maximum weight of 20 kg.
The maximum measurements 100 x 70 x 50 cm.
Ask us for a quote.

5 Returns
5.1 Notified in advance (via e-mail)

Only returns are accepted that have been notified in advance (via e-mail) and confirmed by Friends II Hold On (

5.2 Requirements - conditions

The order can only be returned when the original packaging, returned items must not be used or damaged. Shipping costs are the responsibility of the customer.

Return shipments that are sent unpaid and unregistered cannot be accepted.

After approving the return shipment and/or providing the return address and possibly. return label, you have 3 (working) days to offer the ordered item(s) well packaged to the carrier (PostNL point) and return it.

5.3 Damage

Only returns are accepted that have been notified in advance (via e-mail) and confirmed by Friends II Hold On (

• The damage must be reported within 3 working days from the day of delivery.

What do you need to deliver in advance?

• 5 photos:
o 1 photo of the outer packaging of the shipment with the shipping label visible.
o 1 photo of the inner package, in which the content and the protective material in the package are clearly visible. Tip: make sure you still have it (It is one of the conditions of a freight forwarder).
o 3 photos of the articles. This means 1 photo of all articles together and 2 detailed photos.

• The shipment must be returned. Then the articles and the shipment must be sent in their original packaging.