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Frequently asked questions (FAQ)



Catalogue & showroom


  • Where can I get a catalogue of all Versmissen's products?
    We don’t have a paper catalogue with all our products or pricelist. We do have an online and paper brandbook which you can find here, on this page you can fill in your details to receive the printed version. If you would like to see our newest products you can have a look at our COLL/22 here. If you would like to see our prices you can register with Versmissen to get an account. Please note that we are a business to business wholesaler. We don’t sell directly to consumers.

  • Where can I see Versmissen's products in real?
    You’re welcome to visit our 15.000 m2 showroom near Eindhoven, The Netherlands. You can also visit us at the Maison et Objet tradeshow in Paris where we exhibit part of our collection every January and September.

  • What can I expect in Versmissen's showroom?
    In our 15.000 m2 showroom in Eindhoven you can see and feel our entire collection and get personal advice from our stylists. Just pop in or make an appointment. We’ll happily show you around during our opening hours.



Products


  • Do I get the exact item I see on the picture in the online catalogue?
    That depends on the uniqueness or material of the product. When reclaimed wood is used variation in structure and colour is possible. You can click on ‘remarks’ at a specific product page to find detailed information about the product.

  • Are Versmissen's skulls, taxidermy and hides legal?
    All these items are made from non-protected species and free tradable within the EU. For selling/shipping outside the EU extra documents may be required (depending on the countries requirements). We can arrange these documents for you at a surcharge.



Webshop


  • How do I get access to the webshop?
    You have to login to see the prices on our webshop. Companies can register online and create an account to get access. Consumers can contact us for dealer addresses. We are a business to business wholesaler. We don’t sell directly to consumers.

  • Where can I see the prices of the products?
    You will find the nett purchase price of each product at the regarding product page. If articles are available in different options: select the option you want and the correct price appears. The nett purchase prices are ex works, excluding delivery. 

  • Why is the price different from an earlier order?
    Prices of our products are subject to changes. That means that the total amount of a repeat order can differ from the previous one. We try to inform you about these changes by mail or in text with the product information.

  • What does ‘favourites’ mean?
    In ‘favourites’ you can save your favourite articles in order to regain them again quickly. If you login for the first time, you will find an empty favourites list. If you want to order your favourite articles: go to ‘favourites’ by clicking your e-mail in the top menu and clicking Favourites, choose the quantity of the regarding article and click on ‘add all to shopping cart’.

  • What does ‘uniques’ mean?
    Unique, old or antique items are literally unique items. The picture of a unique item in our catalogue is the exact item you will receive.

  • Do I get the exact item I see on the picture in the online catalogue?
    That depends on the uniqueness or material of the product. When reclaimed wood is used variation in structure and colour is possible. You can click on ‘remarks’ at a specific product page to find detailed information about that product.

  • Where can I find the product code and sizes of a product?
    On the specific product page, below ‘specifications’ (on the right side of the page).

  • Should I read the 'product remarks' of every product?
    Yes, they are very important because they tell you exactly what to expect from the specific product. Please read them carefully in order to prevent disappointments or problems afterwards.

  • Whats is a coupon code?
    A coupon or promotional code discounts the price on a single item or an entire purchase. Depending on the conditions of the code.

  • How do I use a coupon code on my order?
    Add your item(s) to the shopping cart, during checkout you are able to enter the coupon code by clicking 'Add coupon code', fill in the coupon code and click on the + sign. It will say if the code has been applied and if it was able to use it. If the coupon code is valid, your order will show the discount. If the code is invalid, a message will say 'The code can't be used in this case'.

  • Why is the coupon code not working?
    Your coupon code may have expired, please make sure the coupon expiration date has not yet passed. Only one discount applies per order. Some coupons apply only to a specific product or exclude specific products. Coupons may require a minimum purchase. Coupon codes are case sensitive and must be entered exactly as they appear on the coupon.

  • Can I use more than one coupon code on my order?
    Only one code can be used per order.

  • How can I get a coupon code?
    Coupon codes are available through our newsletter and other promotional offers. You can sign up for our newsletter at the bottom of the page. Some of our sales use coupon codes, while others price the item at a lower cost.



Register & login


  • Can I register with Versmissen?
    We are a business-to-business wholesaler. We don’t sell directly to consumers. Companies can register online to create an account. Consumers can contact us for dealer addresses.

  • I forgot my password, how can I login?
    Go to the login page and click on ‘Forgot password?’ Insert the email address you’ve used to register and we’ll send you a new password.



Order & payment


  • Can I buy directly from Versmissen?
    We are a business to business wholesaler, we don’t sell directly to consumers. Companies can register online and create an account to order. Consumers can contact us for dealer addresses.

  • Is there a minimum order amount?
    If you visit our showroom and collect the goods yourself (Cash & Carry) there is a minimum order amount of 500 Euros. For all other orders there is a minimum order amount of 1000 Euros.

  • How do I know if the items I want are in stock?
    After submitting your order we’ll check the availability. Your order is not completed until you have received a confirmation email, which you can expect within 2-3 working days after you placed the order in our webshop.

  • How do I place an order?
    Login to our webshop and add products to your shopping cart. Choose ‘proceed to checkout’ to place the order. Don’t forget to click on ‘confirm order’ after agreeing to the terms and conditions. If you don’t click on ‘confirm order’, the goods will not be ordered.

  • Is my order final after I placed it?
    No it’s not. Within 2-3 working days you’ll receive a confirmation email with the availability of the goods and details for payment. Once we’ve received your deposit of 25% the order is final.

  • I didn’t receive a confirmation e-mail of my webshop order.
    Sometimes people forget to click on ‘confirm order’ in which case the goods stay in the shopping cart but are not ordered. If you correctly placed the order and didn’t receive a confirmation email: please check your spam box or contact us.

  • Does Versmissen require a deposit?
    Yes. For each order we will request a deposit of 25% to proceed with your order. For orders that are completely in stock we will request a full payment so we can ship the goods immediately.

  • When and how do I pay an order?
    Details for payment will be send to you after confirmation of the availability. We require a deposit of 25%. Final payment is due before delivery. As soon as the goods are ready for shipment we will inform you and send our invoice for the balance payment. You can pay by bank or by card. If you collect the goods at our warehouse you can pay by bank (please bring proof of payment), card or cash. We’re sorry to inform you that we don’t accept cheques.



Shipping & delivery


  • Does Versmissen export the goods to any country?
    Yes, we can export them to any country and continent you like. Please note that we don’t deliver to private addresses.

  • With how many people does Versmissen deliver the goods?
    Delivery will be with one driver, so make sure there’ll be enough help to unload the goods in case of heavy or big loads.

  • Can I change the delivery address after placing an order?
    On the invoice of the order you will find the delivery address. Please note that change of delivery address should be reported within 48 hours after receipt of the invoice email as our forwarder schedules the trip along with other deliveries. Amending late could cause extra charges.

  • What information does Versmissen need if I change the delivery address?
    We need to know:
    - the exact new address including a phone number for the driver
    - if it is possible to deliver the goods there in a big truck (or is it only possible in a small van)
    - if we have to observe special hours or days for the delivery

  • What are the costs for shipping / delivery?
    On request we can send you a standard document with delivery costs for the following countries: Austria, Belgium, Denmark, Finland, France, Germany, Italy, Luxembourg, Norway, Portugal, Spain, Sweden, Switzerland, The Netherlands, United Kingdom. Please contact us for other countries than mentioned above.
    - For delivery on islands there will be a surcharge
    - For delivery in cities, not accessible for a big truck, there will be a surcharge

  • Can I arrange the transport of the goods myself?
    Of course. You’re always welcome to send your own transport company to collect the goods. And with our ‘Cash & Carry’ you can take the goods with you right away.

  • What are the terms for shipping and delivery?
    Please find all information at shipping & delivery.

  • Do I receive all the items I’ve ordered at the same time?
    Not necessarily. Partial deliveries are possible if certain articles are temporarily out of stock or if the order quantity is not large enough to ship.

  • How long is the delivery time of my order?
    In general Versmissen hands over the carefully packed goods to the transport company within 5 working days after receipt of payment. You’ll receive a message from the transport company when the actual delivery will take place. If articles are (temporarily) out of stock we’ll inform you about the expected delivery time.

  • Can I follow the delivery with track & trace?
    Not yet but track & trace will be available in future.



Damages and complaints


  • What do I do if the product(s) that has/have been delivered is/are damaged?
    Although we pack our goods very carefully, incidents during transport may occur. Upon receipt of the goods you have to sign the delivery slip. If you don't inspect the goods immeditately please add 'accepted under reserve' on the slip. After receipt you have 1 week to check the goods and to report possible damage(s) or missing items. Note that an intact packing can include a damaged or broken item, this also can thus be transport damage. Please mention the damage(s) on the CMR, take pictures of the damage(s) and contact us. Next, we will do our utmost to solve the problem as soon as possible.

  • Within how many days do I have to report transport damage(s)?
    After receipt of the goods you have 1 week to report possible transport damages or missing items. Complaints or claims after this period cannot be accepted by Versmissen. Please make sure you don't store the products without checking them and check the products immediately or within a few days after receipt.

  • The product(s) is/are damaged (not due to transport). What do I do?
    Versmissen issues a guarantee on faulty construction and/or technical defects. Shrinkages/tears and suchlike in wooden products are not covered by the guarantee, as these are due to the natural physical properties of wood. In case of a faulty construction and/or technical defect: please notify Versmissen by email. Attach pictures and mention the invoice number and productcode. After receipt of your email, we will do our utmost to solve the problem as soon as possible.



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