FAQ
Frequently Asked Questions
2. How do I remove an item from my order?
3. How can I change the quantities of the items in my order?
4. When can I cancel an order if I change my mind?
5. Which payment methods do you accept?
6. Where can I have the items delivered?
7. I have forgotten my password, what should I do now?
8. What do you do with the data that I enter at web4.keiretsueurope.eu/jbl?
9. Do you give my data to others?
11. Who has access to my data?
12. Will my data be sent securely over the internet?
13. How long does it take for my items to be delivered?
14. What does it cost to have my order delivered?
15. Can my order be delivered to a different address?
16. Can I have some items of my order delivered to a different address?
17. An item in my order is defective or damaged, how do I get my money back?
19. How can I return an item or order if I change my mind?
20. Where can I find the order number to return an item?
21. Who pays the costs for returning orders?
22. I have a question that is not answered here, where can I go?
Order and pay
1. How can I place an order?
All products in the JBL webshop are kept in stock at Keiretsu Europe BV in Rotterdam and bear the JBL logo.
If you want to purchase an item from web4.keiretsueurope.eu/jbl, you can view all products via the categories in the menu and then order in web4.keiretsueurope.eu/jbl. It will then be processed according to the standard ordering process.
-You can place an order via JBL webshop by first adding items to your shopping cart on the web4.keiretsueurope.eu/jbl website.
-If you have added the items you want to order to your shopping cart, click "Checkout". You must then register.
-If this is your first time using web4.keiretsueurope.eu/jbl, you must provide us with some information about yourself so that we can complete the order (see: “How can I register?”).
-If you have previously used web4.keiretsueurope.eu/jbl, you must use the email address and password you entered when registering. If you have registered, you have the option to provide us with an alternative address for the delivery of your order. Once you have confirmed your order and delivery address, you must confirm that you have read our web4.keiretsueurope.eu/jbl business agreement and that you agree to the agreement.
Then click on "Place order".
After you have entered the payment details and clicked on "Place order", we will confirm your order by means of a confirmation email.
You can change your order or cancel the entire order at any time before clicking "Place order" on the Order Details page.
2. How do I remove an item from my order?
If you have not yet shipped the order, you can remove an item from the shopping cart by clicking on "My shopping cart" at the top or bottom of the page.
When you see your order, you can delete an item by clicking the trash can icon to the right of the item.
You cannot remove items from your order after you have entered your payment details and we have confirmed your order.
3. How can I change the quantities of the items in my order?
If you have not yet shipped the order, you can change the quantity of an item in the shopping cart by clicking on "My shopping cart" at the top of the page.
When you see your order, you can change the ordered quantity by typing a different number in the "Quantity" field of the item you want to change. If you have entered a new quantity, you must click on "Update shopping cart" to update your order.
You cannot change the quantity for an item after you have entered your payment details and we have confirmed your order.
4. When can I cancel an order if I change my mind?
You can always cancel your order as long as you have not yet entered your payment details. Once your payment details have been sent and we have confirmed your order by e-mail, you can no longer cancel your order on-line.
You can always return your order within 7 days after receipt of the order. See further 5: Refund and returns
5. Which payment methods do you accept?
Via credit card (Visa, MasterCard and American Express). You can enter your credit card details securely via our secure SSL procedure and we will ensure correct handling together with your credit card organization. Your credit card will be charged when an item is shipped.
6. Where can I have the items delivered?
Orders placed in web4.keiretsueurope.eu/jbl can be shipped worldwide to any delivery address. You can enter the desired delivery address when placing your order. Before your order is finalized, the shipping costs for the order to be placed are visible. Orders cannot be delivered to a PO box address.
Your account
7. I have forgotten my password, what should I do now?
If you have forgotten your password, click "Forgot Password" on the login page.
We will send a new password to the email address you entered during the registration procedure.
For security reasons, we recommend that you change your password to one that you can easily remember when you log back into your account.
You can always change the details of your account by logging in to the "My account" page on web4.keiretsueurope.eu/jbl.
Privacy and security
8. What do you do with the data that I enter at web4.keiretsueurope.eu/jbl?
We store the data that you give us during the registration procedure at web4.keiretsueurope.eu/jbl so that your order is processed as quickly and efficiently as possible. Nothing else is done with it.
9. Do you give my data to others?
No, Keiretsu Europe BV and JBL respect the privacy of all users of web4.keiretsueurope.eu/jbl and treat personal information confidentially. The entered personal data will only be used for the correct processing of the order, or if 'register Newsletter' is checked.
10. Is my data kept safe?
Yes. Keiretsu Europe BV and JBL take all reasonable and practicable steps to store your data in a safe, protected environment. Your personal data is sent in encrypted form over the internet and stored in a secure location.
11. Who has access to my data?
Only JBL and service provider Keiretsu Europe BV have access to your data. This access is only used for processing your order, or if 'Subscribe Newsletter' is checked.
12. Will my data be sent securely over the internet?
Yes. We use SSL technology (Secure Socket Layer) to protect your data. You can check when SSL is used in parts of web4.keiretsueurope.eu/jbl by looking for the yellow padlock in your browser window.
Delivery
13. How long does it take for my items to be delivered?
All orders placed before 3 p.m. will be shipped the same day with DPD to the specified address. Depending on the chosen service, you will receive the shipment within 1 - 3 working days.
14. What does it cost to have my order delivered?
Depending on the size of the order, chosen shipping method and the desired delivery address, the shipping costs will be charged. To finalize the order, the shipping costs for the order are shown.
15. Can my order be delivered to a different address?
Yes, you can change the delivery address before you get to the payment details page. Check "Send to another address" on the "Order" page.
Enter the new address and click “Continue” to save. The new delivery address is shown on the “Order” page.
16. Can I have some items of my order delivered to a different address?
No, only one delivery address can be specified per order. If you want your order to be delivered to multiple addresses, we ask you to place separate orders for each delivery.
Refund and returns
17. An item in my order is defective or damaged, how do I get my money back?
a. An order can be returned by the orderer free of charge within eight (8) working days if it is defective or damaged. The costs for the return shipment are for the administrator of web4.keiretsueurope.eu/jbl. You must send an email to support@keiretsu-europe.nl stating the order number, your account number and name account holder and the reason for return. After the goods have been returned, the amount of the return shipment will be credited to the orderer's account.
b.All returned products must be packed in the original packaging. Returned products must be shipped with the original invoice, packing slip or fax and return notification.
18. I have ordered the correct item, but it does not fit. Can I get my money back or can I exchange the item?
a. You cannot return products that are already ordered. Only products that are damaged or broken can be returned.
19. How can I return an item or order if I change my mind?
a. Same goes for article 19 as article 18. Products that are ordered and delivered cannot be returned. Only products that are damaged or broken can be returned.
20. Where can I find the order number to return an item?
If the product is broken or damaged, please send an e-mail to support@keiretsu-europe.nl to organize return first. The order number of your order can be found on the confirmation and on the shipping confirmation that you received by e-mail after you placed your order. You can also see your order number at harmanwebshop.com. Click on "My account" and log in to the webshop. Click on "My orders" and find the order number in the list of orders you placed earlier via website.
21. Who pays the costs for returning orders?
When using returns to Keiretsu Europe BV for broken or damaged products, the administration and shipping costs that the orderer paid when ordering the product will be deducted from the amount to be refunded. An order can be adjusted free of charge within eight (8) working days if the order has not yet been shipped.
22. I have a question that is not answered here, where can I go?
Do you have a question about your order and your question is not among the most frequently asked questions?
Then feel free to contact us and we will be happy to help you.
We are available every working day from 08:30 - 17:30.
Telephone: +31 (0) 10 208 08 09
You can also reach us by email:
Email: support@keiretsu-europe.nl
Address:
Keiretsu Europe
Delftweg 104B
3043 NA Rotterdam
1. How do I place an order?
Ordering is very easy:
- Order one or more products by clicking on the shopping cart icon. The product will be added to your shopping cart and you can continue shopping.
- Click on the shopping cart icon at the top to view your purchases and the total amount. Choose your preferred payment method and enter your details. In the Napoleon webshop, you can only order with an account.
2. Will I receive a confirmation email for my order?
Once Keiretsu has received your order in good order and it has been paid for, you will receive a confirmation email and an invoice so you know everything has arrived safely.
This email contains all the information you need. Only the packing slip will be added to your order.
3. Can I also order by phone or email?
Yes, you can order by email if it's a large order. To do this, send the desired products including quantity to support@keiretsu-europe.nl
4. Why haven't I received an order confirmation?
After placing your order, you will receive an order confirmation immediately. Haven't received an email? First, check your spam folder. If you don't find the email there, there may have been an issue with entering your details.
Check your ACCOUNT to see if your email address is correct. If it's not, you can update it there. Can't find your order in your account? Then your order was likely placed without an account and email address. Have a question? Contact Keiretsu customer service at support@keiretsu-europe.nl
5. I provided the wrong shipping address. What now?
Contact Keiretsu customer service at support@keiretsu-europe.nl as soon as possible with your order number. They will check if the order has already been shipped. If not, they can update the shipping address for you.
6. When will my order be delivered?
Orders placed on a working day before 12:00 PM will be shipped by Keiretsu the same working day. Orders placed after 12:00 PM or on the weekend will be shipped the next working day.
7. What are the shipping costs?
The products from the webshop are delivered by DPD in the Netherlands and Belgium. The shipping costs are based on the product selection.
8. Returns
From the moment you receive your order at home, you have 14 days to inspect it. If you are not satisfied with the item, you can exchange or return it within 14 days. Send the item with the completed return form to:
Keiretsu Europe
Delftweg 104b
3043 NA ROTTERDAM
Return shipping costs are at your own expense. The purchase amount will be refunded to the account or credit card you used to place the order. If you return the entire order, you will also receive any shipping costs paid.
9. I received a damaged/faulty product. What now?
That's unfortunate! Contact Keiretsu at support@keiretsu-europe.nl with your order number. We will ensure a suitable solution is provided as soon as possible.
10. What payment methods are available?
Keiretsu offers various payment methods in the webshop. You can pay via the following methods:
- iDEAL
- Paypal
- Credit card
11. I'm experiencing payment issues. What should I do?
You can contact Keiretsu customer service at support@keiretsu-europe.nl and explain the exact issues you are facing. They will resolve this for you as soon as possible and ensure you can make the payment.
12. How do Napoleon and Keiretsu handle my personal data?
This webshop is owned by Keiretsu Europe B.V. When you place an order, your personal data is collected by Keiretsu so they can process your order. See the Napoleon Privacy Statement for more information. Additionally, Keiretsu will provide your personal data to Napoleon.
Napoleon will use this data:
- to contact you for campaigns and other information about Napoleon by mail, telephone, or email
- to keep track of whether you have objected to being informed by mail, telephone, or email
- to build a relationship with you in order to provide you with information tailored to your needs (relationship management)
- to customize messaging based on your preferences and behavior and provide you with the best personalized experience
In addition, Napoleon will send you the Napoleon newsletter if you have given permission for this. You can withdraw this permission at any time by emailing Napoleon at: support@keiretsu-europe.nl or by unsubscribing via a received newsletter. Read the Napoleon Privacy Statement for more information on how Napoleon handles your personal data.