Questions & Answers
Delivery & Return Policy
What is your delivery policy?
- Minimum order must be €150,-. Once your payment is confirmed, we normally deliver within 2-5 working days (subject to stock availability).
- Orders are shipped on weekdays only (Monday to Friday, excluding public holidays).
Can I return an item or get a refund?
- All returns or complaints must be communicated in advance via email at info@otracosa.eu. We aim to provide a satisfactory solution as soon as possible.
- Items must be returned in their original condition and packaging within 14 days of delivery.
- Refunds will be processed once the returned items have been received and inspected.
What should I do if my order is damaged or incomplete?
- In case of damage or missing items, please notify us within 48 hours of receiving the order. Provide detailed information and, if possible, include photos of the damaged items for quicker processing.
Are there items that cannot be returned?
Customized products, clearance items, and perishable goods are non-returnable unless they arrive damaged or defective.
How will I receive my refund?
Refunds are issued to the original payment method within 10 working days after we receive and inspect the returned items.
What happens if I am not available during delivery?
If delivery is attempted and no one is available, the courier will leave a note or contact you to reschedule the delivery.
Registration
Lost your password?
If you’ve forgotten your password, go to My Account and click on Lost your password?. Enter your username or email address, and you will receive a link to reset your password.
How can I register to order from your webshop?
Our webshop is exclusively for resellers. To gain access, please complete the registration form available on our website.
Do I need to provide a VAT number to register?
Yes, providing a valid VAT number is mandatory during registration to verify your reseller status.
Can I update my account information after registering?
Yes, log in to My Account and navigate to the Account Details section to update your contact details, address, or password.
What happens if my registration is declined?
If your registration is declined, you will be notified via email. You can contact customer service for further clarification.
Can I register without a business license?
No, only verified resellers with a valid business license can register for our webshop.
Orders and Returns
What are the shipping costs within the EU?
We charge €25,- for deliveries and packing within the EU. The maximum weight per box is 10 kg. If your order requires more than one box, the shipping cost will be multiplied by the number of boxes.
What are the shipping costs for the Netherlands?
For deliveries within the Netherlands, we charge €9,50 for orders under €300,- (excluding VAT). Orders above €300,- are shipped free of charge.
Do you ship internationally?
Yes, we ship internationally. Orders from outside the EU will be handled on a case-by-case basis, and shipping costs will be communicated individually.
How long does shipping take?
- EU deliveries: 2-5 working days.
- International deliveries: Varies based on destination and customs clearance. Estimated delivery times will be provided.
Do you provide tracking information?
Yes, a tracking number will be sent to you once your order has been shipped.
What should I do if my shipment is delayed?
If your order has not arrived within the estimated timeframe, contact us, and we will investigate with the courier.
Payments
What payment methods do you accept?
- Bank Transfer: Payments must be completed before we process your order.
- Credit/Debit Cards: Secure payments can be made during checkout.
- PayPal: Available for international customers.
When do I need to pay for my order?
Payment must be completed at checkout. Orders are processed only after payment confirmation.
Is VAT included in the prices?
No, all prices listed on our website are excluding VAT. VAT will be added during the checkout process.
Can I pay in installments?
- No, all payments must be made in full at the time of checkout.
Do you provide tracking information?
Yes, a tracking number will be sent to you once your order has been shipped.
Do you provide invoices?
Yes, invoices are automatically generated and sent to your email after payment confirmation.
How do I manage bulk orders?
Bulk orders and requests for special pricing can be handled directly through your account settings. Once logged in, navigate to the Account Settings section and follow the instructions to submit a request for a custom quote. Trusted customers may be eligible for additional payment terms.
Contact Us
How can I contact customer service?
- Email: info@otracosa.eu
- Phone: +31 (0)628215133 (available Monday to Friday, 10:00 AM – 5:00 PM CET)
What languages does customer service support?
We provide support in English and Dutch
What should I do if I don’t receive a response?
Please allow up to 2 working days for a response. If you don’t hear back, resend your email or call during working hours.
Where is your company located?
Our office is located at:
– Trade Mart Utrecht –
Floor 2, location B200 (left of entrance)
Jaarbeursplein 6
3521 AL Utrecht
Do you have a physical store?
No, we do not have a physical retail location as we operate exclusively online. However, we do have a showroom where you can view our products in person. Our showroom is located at:
Trade Mart Utrecht
Floor 2, location B200 (left of entrance)
Jaarbeursplein 6
3521 AL Utrecht
Feel free to visit us during Trade Mart operating hours to explore our collection!
Can I schedule a call with customer service?
Yes, you can request a scheduled call by emailing us your preferred date and time.
OUR ADDRESS
Email: info@otracosa.eu
Phone: +31 (0) 628215133
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