Frequently Asked Questions

QUESTION: Do you ship internationally?

REPLY: Yes, we ship internationally however note that some products (i.e. aerosols) cannot be shipped by air.

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QUESTION: What kind of payment methods do you accept?

REPLY: We accept all major credit cards (VISA. Mastercard, American Express, Discover). Additionally we also work with PayPal, iDeal (NL) and Bank Transfer. To make your payment once you checkout you will be forwarded to the website of our payment provider.

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QUESTION: Do I have to pay TAX / VAT on the items / goods?

REPLY: Customers within the European Union are required to pay Dutch VAT.  Busineses in Europe can purchase whitout VAT if they provide a valid VAT indentification number prior to payment.  Customers outside the European Union are not required to pay any VAT.  

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QUESTION: Who is paying for import duties and taxes?

REPLY: Any import duties, taxes or fees are the sole responsibility of the receiving customer.

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QUESTION: How long will it take for my order to get shipped?

REPLY: Orders for which all items are in stock are being shipped out within 1-2 business days. Most other orders will require 2-5 business days or more of additional processing time prior to shipment.

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QUESTION: What is the delivery time of my order?

REPLY: Orders from The Netherlands, Belgium and Luxembourg are shipped by UPS Standard (1 - 2 days business days). All other international orders are being sent by UPS Express Saver (2 - 5 business days). We have found UPS to be the most cost efficient, timely and reliable.

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QUESTION: Can I return / exchange purchased items?

REPLY: Yes you can return / exchange purchased items! Please add the original order form to your return shipment with a explanation. Unless items are returned for warranty or due to Koene.com's fault you are liable for the shipping and brokerage charges. 

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QUESTION: Where can I find my shipping cost?

REPLY: Add the items you are interested in to your shopping cart, fill out the shipping address and the shipping cost will appear below your order subtotal.

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QUESTION: Can Koene.com ship Oil, Paint, Brake clean, Batteries.

REPLY: Dangerous goods cannot be shipped internationally by air. We can only ship them by ground transport through UPS Standard service.

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QUESTION: We can not see a stock status with all products.

REPLY: We currently working hard to improve our website therefore there is no stock status for all products yet, however we can order all product and deliver in 1-2 weeks.

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QUESTION: I can't put my items in my Cart there is no add to Cart Button.

REPLY: We don't use an add to Cart Button, we use a Red Plus (+) Button. If you don't see the Red Plus (+) Button make sure you have the latest version of Java installed on you computer.