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Customer service
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Order
For assistance with placing or tracking your order, visit our order page.
Payment
We offer a variety of secure payment options to suit your needs.
Shipment & delivery
Learn about our quick shipping options, rates, and delivery times.
FAQ
Find information efficiently without the need for direct support.
Support
Our dedicated team is available to assist you with any issues or concerns.
Contact
We value your feedback and are here to assist with any inquiries.
Order
1. How do price tiers work?
Price scales, if a product is eligible for price scaling (quantity discount), this is indicated on the product page and automatically applied in your cart. Price scales are calculated per article number. Personal price agreements are visible when you are logged in. If a product is part of your personal price agreement, this will be clearly shown on the product page, including the applicable discount.ย
Would you like to know if you qualify for a personal price agreement?
2. Whatโs the status of my order?
You can access the status of your order in your account. On some cases, it is possible that your web order has not been received for a technical reason. In this case, you will not receive a confirmation by e-mail. Therefore, please contact us so we can further assist you locating your order.
3. The coupon code does not work?
That would be frustrating, isnโt it? Check that the coupon code is correct (spelling, numbers, other special symbols) and its validity. Also consider if youโve already used it. If none of these is the case, please contact us and we will give you a new personalised code.
4. Something is wrong with my order?
Apologies. You can bet weโll attend to it right away. To find out where things went wrong, please fill in the form below and we will take care of it as soon as possible.
5. Can I merge a new order?
Yes, if your order has not yet been shipped, we can of course merge it for you on the same working day, Keep in mind that the shipping costs are calculated per order and do not expire due to the merging
6. Can I cancel my order?
There are different criteria for this. Contact us or call: + 31 (0) 23-5483100.
7. What are the shipping costs?
The shipping costs are automatically calculated and shown in your cart, depending on your location.
8. Can I change my order?
Yes, please contact us within 30 minutes to change your order. After that, unfortunately, that is no longer possible. The reason for this is that your order will be processed immediately.
9. How can I place an order?
You can place an order in different ways
Website: After registration, you can order directly when you are logged in.
Email: Send your order by email : orders@themagictouch.nl.
Phone: Call our team: + 31 (0) 23-5483100.
Showroom: Place an order on the spot and take it with you right away.
10. What are the return conditions?
According to our terms and conditions of sale, equipment and items from the textile category cannot be returned. Other products can be returned in consultation if there is an acceptable reason to return them. The return costs are at all times at the expense of the buyer.
Payment
1. Can I pay in cash?
You absolutely can. However, we can only accept Euro 50,00 notes.
2. Where can I find my invoice?
As soon as we have shipped your order, you will receive a confirmation email and invoice. In your account on our website you can find an overview of your order. Do you have questions about your invoice? Please contact our administration team.
3. How soon will I receive a credit?
You will receive a credit within 72 hours.
4. What is your payment term?
Unless otherwise agreed, payment must be made immediately.
5. My payment failed, what now?
Thatโs a bummer! This is most likely due to a malfunction of the bank in question. We advise you to take a look at the status of your order in your account. If it says that it failed, check your bank account if the payment has gone through. If not, please try to make the payment again.
6. In which ways can I pay?
That depends on which country you place an order from. The options are shown in the shopping cart. In general we work with iDEAL, Bancontact, Visa, Master Card and Paypal. You can always transfer the amount by bank transfer, if you wish, we can also send you a link with a payment request.
Shipment & delivery
1. Hasnโt receive a track & trace link?
We shipped orders daily (Mondays to Fridays) with GLS. The track & trace link is sent automatically by our shipping partner. Sometimes, emails could end up in your spam, so itโs always good to check your spam folder. If you still canโt find the it, please contact us by phone or email and have your order number ready so we can check it for you immediately.
2. My package has not been delivered, what do I do?
Once we have shipped your orders, our shipping partners at GLS take it from there. You would have received a track and trace link from them. Call them at + 31 (0) 88-5503350 and have your parcel number ready.
3. How does equipment delivery work?
This depends on the equipment weight. Equipment under 30 kg will be sent by GLS as a package. As per equipment over 30 kg, we will have to check the cost as per country and per weight.
4. My package arrived damaged, what now?
Weโre sorry to hear this, because we do everything we can to pack your orders in the best possible way. We will, of course, report this to GLS. If a product is no longer usable, please fill in the form below:
5. With which parcel service do you ship?
We ship with GLS. More information can be found on the website of GLS.
6. Can I opt for an express shipment?
This depends on the country. Please contact us for consultation.
FAQ
1. How long does it take for a package to arrive?
The package arrival is calculated depending on the country of destination.
2. Do I pay VAT?
If you have a valid VAT number and are located outside The Netherlands, we do not charge VAT.
3. Do you have special price agreements?
We absolutely do have special price agreements for purchases of a certain amount or per a specific number, which are purchased in larger quantities. Please check our price agreements page for more information.
4. Do you only ship by GLS?
Yes. Read more on this via GLS website.
5. I have a question to the support department, who do I contact?
We are happy to help you. Go to the support page and they will respond as soon as possible.
6. Are all items in stock?
Most items are available in stock and ready to ship. Some items and the textile category have a delivery time of 2-3 working days. The delivery times are always listed on the product page.
7. Do I need a VAT number?
Yes, we do not deliver to consumers (B2C) and are aimed at companies (B2B), foundations, associations, schools and government agencies.
8. How do I become a customer?
You can register on the registration page. Fill in the form with your valid VAT number, click on the Create Account button and you will immediately receive an automatic confirmation to the specified email address you chose. After that, you can log in directly with your own username or email address and the password of your choice.
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