FAQ

Online Ordening

Category: Online Ordening

When you put an item in your shopping cart, it is not yet reserved. The item will only be taken out of stock when you actually have finished the payment. After your payment is successful, you will receive an order confirmation by email.

Category: Online Ordening

It is not possible to place an order as a private individual in any other way than via the webshop.

Category: Online Ordening

As a professional you can make an account and order on velleman.eu. For more questions about orderning on velleman.eu, you can contact our professional customer service team via www.velleman.eu/support/ .

Category: Online Ordening

Your order is only registered when you have gone through all steps of the ordering process and when you have subsequently received an order confirmation by e-mail. If you still wish to cancel your order, it is best to notify us as soon as possible via customercare.velleman.eu.

Category: Online Ordening

It is possible to send your order to a chosen address (f.e. your home address, your working address, …). For the moment you can’t choose any pick-up points or lockers.

Category: Online Ordening

The Whadda online store takes every reasonable precaution to guarantee the safety of your online transactions and accepts the following payment methods:
• Credit Card
• ING Home’Pay
• Paypal
• Belfius Direct Net
• KBC
• iDEAL
• Bancontact/Mister Cash
• SOFORT banking
We may expand the accepted payment methods in the future; additional payment methods will be announced on the website.
Ownership of the ordered products will only pass when the amounts due have been paid in full, regardless of whether delivery has taken place.

You can enter your coupon code in your cart by adding your coupon code in the field “Your code” and by clicking the button “APPLY COUPON”. You can also add your coupon code in the checkout by clicking “Have a coupon? Click here to enter your code”, where you can fill in the coupon code and confirm by clicking the button “APPLY COUPON”.

Shipment & Delivery

We currently ship to the following countries: Belgium, France, Luxembourg, The Netherlands, Germany, Italy, Austria, Denmark, Ireland, Croatia, Czech Republic, Estonia, Finland, Hungary, Latvia, Lithuania, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and the UK.

Free shipping in Belgium, France, Luxembourg, the Netherlands, and Germany on orders over €50.
Shipping costs for orders in the previously mentioned countries under €50 cost €3,99 (taxes included).
Free shipping in Italy, Austria, Denmark, Ireland, Bulgaria, Croatia, Czech Republic, Estonia, Finland, Hungary, Latvia, Lithuania, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and the UK  on orders over €100.
Shipping costs for orders in the previously mentioned countries under €100 cost €9,99 (taxes included).
We currently do not ship to any other countries, but you can find a local dealer here!

In each country the delivery time is different. You can count on 1 – 5 days EU delivery time.

When you make an order, you will receive an order confirmation email. You can also see the status of your order in your profile on our webshop whadda.com.

As soon as we give your order to our delivery partner (f.e. GLS), you will receive an email with your tracking code to track your package with your order in it.

If you’re not home at the moment they want to deliver your package, you will get notified by a leaflet in your mailbox at home or by an email from the delivery partner (f.e. GLS). Just follow the instructions there.

Belgium: When you’re not home when they try to deliver and you get the message that your package is in a local pick-up point, you have 2 weeks to pick-up your package. Please read the status in your tracking to see the exact date.

Other countries: in each country there are local habits and rules from the delivery partner. Please address your questions about delivery to them.

Problems?

Category: Problems?

You placed an online order and have not received a confirmation email? If your order is successful, you will almost immediately receive a confirmation email in your mailbox. If you do not receive this email, make sure it has not ended up in your spam folder. If you have not received a confirmation email there either, please contact us via customercare.velleman.eu. Then we will check for you whether the order has passed in our systems. Sometimes it also happens that you made a typo when entering your email address when you placed the order, so that the confirmation email cannot be sent.

Category: Problems?

In the event that your purchased item was damaged during shipment, please send us a ticket via customercare.velleman.eu. Include a detailed description and pictures of the damaged item and our customer service will arrange replacements.

Category: Problems?

Didn’t find the answer you were looking for? Check out our more elaborate Terms and Conditions of Sale document here.

Category: Problems?

In case you did not find the answer you were looking for in the options above, please send us a support ticket via customercare.velleman.eu and we will try to help you as soon as possible.
Describe your question or problem in English and if needed, include pictures. All information is of value to us to assess the matter.

Returns

Category: Returns

Is your order not what you expected or need? Don’t worry, we’re here to help!

14-day unmodified return policy
You can only return items that are unused and unmodified within 14 days after you have received it. If this is the case, please follow the instructions on the return page.
Items that were used, fully unboxed, mounted or not in its original state will not be accepted for return.
In every case, the cost and risk of the return shipment are at your own expense.
Once we receive the returned item in its original state and package, we will provide you with a full refund. Please bear in mind that this process can take up to but no longer than 2 weeks.

Used or modified product return policy
In case something went wrong while you assembled or used your item, returns are no longer an option, but our support team is always ready to help you out! Please go to our technical support page.
If you return an assembled or used item to us, a refund is not possible.
In case you believe that your item has a manufacturing problem or if it is incomplete, please go to our technical support page and send us a message. We will repair or replace the defective materials as needed.

Damaged items
In the event that your purchased item was damaged during shipment, please send us a ticket via customercare.velleman.eu. Include a detailed description and pictures of the damaged item and our customer service will arrange replacements.

Category: Returns

Returning your order or a part of your order is at your own expense, except when we have delivered wrong goods or goods that are damaged. In those two cases you can send us an e-mail (contact customer care) and we will send you a retour ticket so you can return free of charge. Important: do not return damaged goods unless you have permission after contacting our customer care (customercare.velleman.eu).

Category: Returns

If you return your item(s), we’ll refund your purchase amount using the same payment method you used to purchase your item. For example, if you paid with VISA or Mastercard, we will refund this via VISA or Mastercard. Then you will receive a positive amount on the overview of your credit card payments. The payment term is a maximum of 3 weeks after receiving your return package.

Coupon Codes

You can enter your coupon code in your cart by adding your coupon code in the field “Your code” and by clicking the button “APPLY COUPON”. You can also add your coupon code in the checkout by clicking “Have a coupon? Click here to enter your code”, where you can fill in the coupon code and confirm by clicking the button “APPLY COUPON”.

Category: Coupon Codes

You can not enter more than 1 coupon code. If you enter a second coupon code, this coupon reduction will replace your first entered coupon code and corresponding discount.

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