Ordering and payment

  1. How can I place an order?
  2. How can I remove an item from my order?
  3. How can I change the number of items in my order?
  4. How can I cancel an order if I change my mind?
  5. What payment methods do you accept?

Privacy and security

  1. What do you do with the details that I enter on the University Twente shop.
  2. Will you pass my details to third parties?
  3. Will my details be stored securely?
  4. Who has access to my details?
  5. Are my details sent over the Internet securely?

Delivery

  1. "How long does it take for my items to be delivered?
  2. What are the delivery costs?

Reimbursement and returning goods

  1. An item in my order is faulty or damaged. How do I get my money reimbursed?
  2. I have ordered the correct item, but it does not fit. Can I get my money back or exchange the item?
  3. How can I return an item or order if I change my mind?
  4. Where can I find the order number so that I can return an item?
  5. Who pays the costs for returning an item or order?
  6. I have a question that is not listed here. What should I do?

Ordering and payment

  1. How can I place an order?

    All products in the University Twente shop are stocked by Keiretsu Europe and bear the University Twente shop logo.

    If you want to purchase an item from University Twente shop, you can use the menu categories to view and order the relevant item.  Orders are processed via a standard ordering process.

    You can log in with your M-number.

    Then click "Place order".
    Once you have entered the payment details and have clicked "Place order", we will confirm your order by sending you an e-mail.
    Prior to clicking "Place order", you can change your order or cancel the whole order at any time from the page showing your order details.

  2. You make an order by first adding items to your shopping basket at University Twente shop. You then click "Checkout". You must then log in or register.

  3. How can I remove an item from my order?

    If you have not yet placed the order, you can remove an item from the shopping basket by clicking "My shopping basket" at the top or bottom of the page.
    Your order is then displayed. You can remove an item by clicking the dustbin icon next to that item.
    You cannot remove items from your order after you have entered your payment details and we have confirmed your order.

  4. How can I change the number of items in my order?

    If you have not yet placed the order, you can change the quantity of an item in the shopping basket by clicking "My shopping basket" at the top of the page.
    Your order is displayed and you can change the quantity by entering a different number in the "Quantity" field for the relevant item. Once you have entered a new number, you must click "Update shopping basket" to update your order.
    You cannot change the quantity of an item once you have entered your payment details and we have confirmed your order.

  5. How can I cancel an order if I change my mind?

    You can always cancel you order, provided you have not yet entered your payment details. Once your payment details have been submitted and we have confirmed your order via e-mail, you can no longer cancel your order online.
    You can, however, always return your order within 7 days of receipt of the order. See also 5: Reimbursement and returns

  6. What payment methods do you accept?

    We accept payments by Ideal, Visa & Mastercard.


  7. Privacy and security

  8. What do you do with the details that I enter on University Twente shop?

    We store the details you enter during the registration procedure at University Twente shop so that your orders can be processed as efficiently as possible. We do not do anything else with your data.

  9. Will you pass my details to third parties?

    No, University Twente shop respect the privacy of all users of University Twente shop and we handle personal information confidentially. The personal information that you enter is used only to process your order efficiently, or to send you a newsletter if ‘Register for newsletter’ is ticked.

  10. Will my details be stored securely?

    Yes. University Twente shop takes all reasonable and practical steps to store your details in a secure, protected way. Personal information is sent across the Internet in coded form and stored at a secure location.

  11. Who has access to my details?

    Only University Twente shop and the service provider Keiretsu Europe B.V. have access to your personal information. 

  12. Are my details sent over the Internet securely?

    Yes. We use SSL technology (Secure Socket Layer) and other measures to transfer your data securely. You can see when SSL is used at University Twente shop by the yellow padlock in your browser window.


    Delivery

  13. How long does it take for my items to be delivered?

    All orders placed before 15:00 are shipped the same day via express delivery. You will receive the goods within 1 to 2 working days depending on your chosen delivery service. It's also possible to let your order be deliverd the next day before 12.00 o'clock. 

  14. What are the delivery costs?

    The 48 hours delivery costs (prepaid) depend on the size of the order, chosen delivery service and the location of the delivery address.


  15. Reimbursement and returning goods

  16. An item in my order is faulty or damaged. How do I get my money reimbursed?
    1. An order can be returned free of charge within eight (8) working days of receipt if it is defective or damaged. The costs for return will be paid by University Twente shop. You must send an e-mail to support@keiretsu-europe.nl giving the order number, your account number, the name of the account holder and the reason for return. After receipt of the returned goods, the cost of the goods will be reimbursed to the account holder.
    2. All returned products must be in the original packaging. Returned products must be sent back with the original invoice, delivery note or fax, and return note.
     
  17. I have ordered the correct item, but it does not fit. Can I get my money back or exchange the item?
    1. You can exchange and return an item within 7 days of receipt of the order.
    2. All returned products must be in the original, unopened packaging, must be undamaged and must be suitably packaged for return shipment. The products must be suitable for resale. Returned products must be sent back with the original invoice, delivery note or fax, and return note.
    3. Repair and replacement costs will be incurred if the returned products are damaged or missing. This can affect the level of reimbursement.
    4. When returning goods to University Twente shop, the administrative and delivery costs paid for by the account holder when ordering the product are offset against the amount to be reimbursed. An order can be changed free of charge within eight (8) working days provided the order has not been shipped.
     
  18. How can I return an item or order if I change my mind?
    1. You can exchange and return an item within 7 days of receipt of the order.
    2. All returned products must be in the original, unopened packaging, must be undamaged and must be suitably packaged for return shipment. The products must be suitable for resale. Returned products must be sent back with the original invoice, delivery note or fax, and return note.
    3. Repair and replacement costs will be incurred if the returned products are damaged or missing. This can affect the level of reimbursement.
    4. When returning goods to University Twente shop, the administrative and delivery costs paid for by the account holder when ordering the product are offset against the amount to be reimbursed. An order can be changed free of charge within eight (8) working days provided the order has not been shipped.
     
  19. Where can I find the order number so that I can return an item?

    The order number is indicated on the order confirmation and the dispatch confirmation e-mail that you received after placing your order. You can also find your order number by going to University Twente shop. Click on "My account" and log in to the webshop. Click on "My orders" and look for the order number in the list.

  20. Who pays the costs for returning an item or order?

    When returning goods to University Twente shop, the administrative and delivery costs paid for by the account holder when ordering the product are offset against the amount to be reimbursed. An order can be changed free of charge within eight (8) working days provided the order has not been shipped.

  21. I have a question that is not listed here. What should I do?

    If you have questions about the order, delivery, invoice, order status or returns, or require any additional help, please contact:

    University Twente shop Support:  support@keiretsu-europe.nl