What is the warranty period on my tools?
NeoKraft tools are warranted for 3 years from the date of purchase, under standard operating conditions as described in the user manual.
How can I track my order?
You should receive an order confirmation within 15 minutes. If not, please check your spam folder first. No email there either? Contact us !
Can I change or cancel my order?
No, once your order has been placed, we cannot change or cancel it. If you would like to order additional items, please place a new order through our website.
My discount code doesn't work
Our discount codes often have an expiration date. Check the terms and conditions to see if it's still active and if the product you're trying to buy is eligible. If you still need help, please contact our customer service.
Why don't I receive an order confirmation?
You should receive an order confirmation within 15 minutes. If not, please check your spam folder first. No email there either? Contact us !
When will I receive my order?
You should receive your order within 1 to 3 business days of purchase. During holidays and peak seasons, there may be a slight delay. Please note that some orders may not appear on the carrier's website until the next business day. If you haven't received your order within this timeframe, please don't hesitate to contact us.
What payment methods do you accept?
We accept various payment methods, including iDEAL, credit card (Visa, Mastercard), PayPal, Bancontact, and Klarna. All payments are processed securely.
Why was my order refunded?
Unfortunately, it may sometimes happen that we cannot fulfill your order and instead refund your money. This may be due to inventory or other issues.
We will always let you know if an order has been cancelled and refunded.
Is it safe to pay online?
Yes, all payments are processed via secure SSL connections. We don't store credit card information and work with reputable payment providers.
Do you accept international payments?
We do not ship outside Belgium and the Netherlands and therefore do not accept international payments.
How long does delivery take?
Standard delivery takes 1-3 business days within Belgium and the Netherlands. Express delivery is available for an additional fee and will be delivered within 24 hours.
What happens if I'm not home when my order is delivered?
If you are unable to accept the delivery when it is offered, our carrier will leave a card with your tracking number and the date of the attempted delivery. You are responsible for receiving the delivery.
What are the shipping costs?
Shipping is free for orders over €50. For orders below this amount, we charge €5.95 in shipping costs. Express delivery costs an additional €9.95.
Where do you deliver?
We deliver everywhere in Belgium and the Netherlands.
What should I do if my order is incomplete?
If your order arrives incomplete, it may have been split into separate deliveries. If you don't receive all your items within the promised delivery time, please don't hesitate to contact us.
What is the return period?
Our customer service team aims to respond to return requests within 3 business days. If you haven't received a response within this timeframe, please contact us via our contact form.
Where can I drop off my return?
Returns must be shipped directly to you. Self-delivery is possible upon consultation with customer service.
Do I have to return free items from a purchase?
You may need to return the free item if the item you are returning for a refund was part of the offer.
Where can I find the manual for my product?
All manuals can be found on the product page under the "Specifications" tab. You can also download them from your account under "My Products."
How do I order spare parts?
You can order spare parts through our website under the "Parts" category. Need help finding the right part? Please contact our customer service.
