FAQ

Yes! We have integrated loyalty program for our customers. The loyalty program can be found here: https://customcarcare.eu/pages/reward in the "earn" tab or in other words the tab for earning points, you can find a referral link. If you pass this link on to someone else, that person will receive a 5% discount and you will receive reward points that you can exchange for discounts and free products.

We guarantee that products made or sold by us are defect free. Are you buying an electrical appliance? Then you also get a 2 year warranty from our store.

You can only use 1 discount code per order. You can of course place multiple items in your shopping cart and then use 1 discount code that will apply to all or more items and thus settle the discount.

Do you have a business account? Custom Car Care? Then it is of course not the intention that you use discount codes or the like. These are provided for private customers.

You can place an order on our website and pay with your bank card, credit card, PayPal and bank transfer.

We have integrated third party payment services in our webshop. These meet and even exceed European standards and are PCI compliant. There are extremely strict security measures at both our webshop and these payment service providers, so we can say with certainty that you can pay safely online at our webshop!

Furthermore, our webshop has also been approved by McAfee and TrustedSite as a safe website with no mention of Phishing or other threats. Co-verified by Google.

We can only change orders that have not yet been processed to be shipped or have already been shipped.

To change your order you can to contact us and provide your order number and what changes you want to make to your order.

Please note that by making changes to your order, there may be a delay in processing your order.

You can only cancel your order if it has not yet been shipped. If this is the case, you will have to refuse the order when they come to deliver it or you will have to return it via the return portal. You can find return information and the return portal here find.

Has your order not yet been shipped? Then you can cancel it by to contact us and pass on your order number to customer service.

Once you have placed your order, it is not possible to make adjustments to your order via the website.

If you want to make changes to your order, the order must not be shipped yet. If this is the case, you can to contact us and provide customer service with your order number and what changes you want to make to your order. Please note that this may cause your order to be delayed.

As soon as your order has been placed, you will receive an order confirmation with which we confirm that your order has been received by us.

After this, we will get to work collecting your order and preparing it to ship as soon as possible. As soon as the order has been registered for shipment, you will receive a message by mail and/or SMS that we are busy shipping your order and you will also receive a tracking code.

With this tracking code you can view the status of the package. As soon as the package has been picked up by the carrier, you will also receive an email the day before or on the same day when your package will be delivered.

You can also see where your package is at any time via the tracking code.

If your order has not yet been registered for shipment or is not yet on its way, you can to contact us to change the delivery address. Provide your order number and the correct delivery address to our customer service.

If your order has already been registered for shipment or is already on its way for delivery, you must contact the transport service yourself to change your delivery address. Some transport services allow this, others do not. Sometimes they change the address but still deliver to the original delivery address. This is completely out of our hands unfortunately.

When you have placed an order, we will send you an order confirmation with which you can track the status of your order. As soon as your order is shipped, we will send you another email in which you can find your tracking code to follow your package with the delivery service.

We always try to ship orders as quickly as possible. When we ship depends on a number of factors, which you can partly influence yourself.

We normally always ship orders of multiple products as 1 package. Do you want to order some products and is one of the products not in stock? Then your order will only be sent when the product that was not in stock at the time of your order is back in stock with us and has been packed.

The earlier you order, the more time we have to pack and ship your order. In this way there is the greatest chance that we can ship the same day. However, during very busy periods, especially in the summer it is often too busy to be able to pack the orders in time, so we ask for your understanding.

It also depends on when the delivery service comes to collect the packages. This is mainly during the afternoon. Sometimes they are earlier and sometimes they are later. Because of this you can sometimes be unlucky or just lucky.

We have integrated the shipping rates for most European countries including the amounts of when free shipping is possible on our website. You can therefore quickly see in your shopping cart to which countries we offer standard shipping methods and what the rates are.

For some European countries, prices can be so high or so different every month that we don't have a ready-to-use solution. That is why in that case it is best to send an email to: Brian@CustomCarCare.eu and ask what the shipping costs are for your country.

Deliveries to other countries, outside the European Union are possible. Contact us for the possibilities.

An order that is returned can happen under a few circumstances such as:

- The package was attempted more than 1 time without receiving the package due to a wrong address or because no one was present to receive the package.

- The package has been damaged, so the delivery service has chosen to return the order.

- You or someone else at the address the order was sent to has declined the order.

Due to the high transport costs, we can only ship an order once, unless an internal problem has arisen with us. Check your address for errors and make sure someone is there to receive the package.

Did you enter a wrong address, was the order never accepted or refused? Then you have to pay shipping costs for the order to be sent again.

From the moment your order has been shipped, we have no influence on the delivery time of the package. This completely depends on the transport service.

Orders within Belgium are usually delivered within 1 working day. The further away the delivery address is from Belgium, the longer the delivery will take. Mainly European deliveries are within 7 working days.

We offer free shipping from €75 for orders in Belgium and the Netherlands. Other countries have a higher minimum order amount before you get free shipping.

You can view the shipping costs in your shopping cart before you start checking out. At the top of the page you can also see the amount from which free shipping is available if this applies to your country.

You can also find a list of the countries where a minimum order amount has been set before free shipping is available at this link: https://customcarcare.eu/pages/verzendingskosten The countries are not limited to this list. Do you need free shipping? Please contact us to find out what the minimum order amount is for free shipping for your country.

Yes, we accept returns if they meet the logical and legal minimum conditions:

- The item was purchased through our store.

- The item has not been used in any way.

- The item is in its original, undamaged packaging with all original labels and tags.

- The item is requested to be returned within 14 days of the item being sent.

To request a return, you can view additional information and the full terms and conditions on our returns page: https://customcarcare.eu/pages/retourneren-ruilen

If you still have questions, you can always to contact us. Please include your order number in your message.

Yes, we accept exchanges on the same terms as returns. If you would like to exchange the item for a more expensive item, the difference amount must first be paid before we can exchange the item.

To exchange an item, it must meet the logical and legal minimum conditions:

- The item was purchased through our store.

- The item has not been used in any way.

- The item is in its original, undamaged packaging with all original labels and tags.

- The item is requested to be returned within 14 days of the item being sent.

To exchange an item you can view additional information and the full terms and conditions on our returns page: https://customcarcare.eu/pages/retourneren-ruilen

If you still have questions, you can always to contact us. Please include your order number in your message.

Yes, when you return an item or an order through our return portal that meets all the conditions, you can return it free of charge and you will be refunded the full amount of the item. If you return a complete order, you will also receive a refund of the shipping costs.

For additional information about return policies and arrangements, please view our returns and exchanges page: https://customcarcare.eu/pages/retourneren-ruilen