Orders at Terras & Co BV are usually processed and packaged within 4 days. Deliveries are carried out from Monday to Friday.
When the order arrives at your address and you are not at home, you will find a reference from the transportation company in your mailbox. Your order will be offered again, or the order will be delivered to your neighbour. It is also possible that the transportation company offers the package at the nearest National Mail or DHL / UPS depot. You will always receive a message about what will happen to your order.
Normally 4 to several working days.
Terras & Co outsources the delivery of your order and cannot guarantee the delivery time. Sometimes, delivery is delayed due to unforeseen circumstances such as weather or traffic conditions. Terras & Co does everything possible to inform customers properly and to arrange a requested delivery time in consultation with the carrier.
Track & Trace and shipping confirmation
When your product has been shipped via PostNL, TNT or other, you will receive a message from Terras & Co BV at the e-mail address provided with a shipping confirmation and a Track & Trace code. With this T & T code, you can easily and quickly see the status of your order on the transportation company web site.
If your order needs to be shipped on a pallet, you will receive the details of the transport company from us.
Transport costs depend on the size, weight, and country.
Small package: € 9.95
Normal package: € 16.95
Large package: € 49
Mini pallet: € 59
Europallet: € 69
Belgium and Germany
Small package: € 16.95
Normal package: € 24.95
Large package: € 59.95
Mini pallet: € 115
Europallet: € 145
Our customers outside the Benelux and Germany can choose delivery to following countries in our online shop:
Is your home country not in this list? Or do you live on an island? Please e-mail us with your order and address. We will answer you with an offer including shipping costs.
My order has arrived damaged or incomplete
In exceptional cases, your order may not arrive in good condition. You should contact us directly in such case. We will do our best to find a solution. In most cases you will be able to return your order and we will resend the products as soon as possible. What you need to do in such occasion can be found under “Returns”.
The colour or size of my order is not correct
It is possible to exchange the product you have received. You can contact Terras & Co and return your product. We will then send you the right product as soon as possible. You can find out how to do this at “Returns”.
Within how many days can I return a product?
You can return your unused product within 14 days in its original packaging. How to do this can be found under “Returns”.
If you buy something online, you have a cooling off period of fourteen days. Within this time, you determine whether you like the product or not. For this you may carefully remove the product from the packaging. The intention is that you leave the packaging undamaged. If you return it, you must pack it neatly in its original packaging. Please note: this legal cooling-off period applies only to consumers and does not apply to goods made to a customer’s specifications.
Can I use the product?
No, you cannot use the product. Terras & Co must be able to resell the product once you return it.
The product can only be returned if returned unused in the original, undamaged packaging.
You have the right to return your order. In accordance with applicable legislation, consumers can do this without giving a reason. This regulation does not apply to companies and not to custom made products.
The following conditions are attached to return:
Article 8 – Returns / Cancellation
8.1 You are obliged to carefully examine the products upon delivery whether the products meet the agreement. You must take into account small size and colour differences of the products shown on the website.
The product can only be returned if the product is returned unused in the original, undamaged packaging. You pay the costs of the return shipment.
8.2 Each order can be canceled without cost, within 14 days after you have placed the order. We request you to send an e-mail to Terras & Co BV via firstname.lastname@example.org. Your order cancellation will be confirmed by e-mail.
In your written cancellation you must at least state your full name, address, e-mail, order number, IBAN number and, if possible, your reason.
8.3 Everything that is produced upon customer request – custom-made – cannot be exchanged and / or returned. The order placed is then binding, the revision right and the 14-day period will be canceled.
8.4 Refund, including shipping costs. When you invoke the right of return, you are entitled to a full refund of the purchase price. This should be in cash, no gift voucher or the like. If you have paid with a gift voucher, you may be reimbursed in that form. The “full” refund also includes the delivery costs and the like that you paid for the order. You do however pay the (transport) costs of the return shipment yourself.
Please note: the account number you specify for the reimbursement must be the same as the account number of which you have made the payment to Terras & Co BV. This requirement is because of possible fraud with refunds.
You must return the product within 14 days.
The unused product must be returned in its original packaging.
You must pay the shipping / transport costs for the return.
After reception of the return shipment, you will receive a confirmation from us.
The total amount of the order will be refunded to your account within 14 days after the product and the packaging has been returned undamaged.
The return address is:
Terras & Co BV
9479 TA Noordlaren
PLEASE NOTE: You are responsible for the product until it is back in our warehouse! If the product gets damaged or lost, we can not refund you. You are therefore responsible for proper packaging of the product. Think in particular of vulnerable products. We advise you to return the product insured so that you exclude any risk. Inquire about this with the parcel service or the transport company of your choice.
Exchange & Right of withdrawal
Article 6. Exchange & Right of withdrawal
6.1 You are obliged to carefully examine the products upon delivery: whether the products meet the agreement. You have to take into account small size and colour differences of the products shown on the website. If the products do not comply with the agreement, you must notify Terras & Co BV as soon as possible and in any case within fourteen (14) working days after the delivery, at least after observation was reasonably possible, in writing and with motivation.
6.2 If it is shown that the products do not comply with the agreement, Terras & Co BV has the choice to replace the products in question with new products, or to refund the invoice value thereof.
6.3 If you make use of the right as mentioned in the previous paragraph, then Terras & Co BV will arrange for a refund within 14 days of the amount paid by the customer to Terras & Co BV.
6.4 The above article “Exchange and right of withdrawal” only applies to internet orders and only to consumers.
Terras & Co BV reserves the right to change or supplement the “Returns and Guarantee” (General Terms and Conditions) from time to time.
9479 TA Noordlaren (Gr)
06 – 405 376 76
Ch. of Comm. Nr.: 01151644
VAT number: NL 8207.07.739.B.01
SWIFT / BIC code: INGBNL2A