Frequently asked questions

Costs

What does fulfillment cost?

You pay per order, per shelf bin or pallet per week, and per incoming box. A letterbox parcel within the Netherlands costs €6.03 all-in, a parcel €10.00, a parcel to Belgium €11.35 (excl. VAT). All prices are on the pricing page.

What does a pallet space cost per day?

Around €0.57 per day (€4.00 per week), excl. VAT. We charge per week, on Mondays.

What does fulfillment include?

Receiving and counting your stock, storage, picking and packing orders, shipping, and handling returns.

What is the difference between dropshipping and fulfillment?

With dropshipping, your supplier ships every order separately, often from Asia. With fulfillment, your stock is already in the Netherlands and we ship the order. You can combine both: bestsellers with us, the rest through dropshipping.

Selling from outside the EU

Can I use your service if my company is in China or elsewhere outside the EU?

Yes. You arrange import, customs clearance and VAT yourself, usually through an EU (fiscal) representative and your freight forwarder. We check this when we review your sign-up. See EU fulfillment for Chinese sellers.

Do I need a VAT registration?

If you sell to customers from stock in the Netherlands, you usually need a Dutch VAT registration. The rules depend on your situation, so ask a tax advisor.

What is an EU responsible person?

Under the EU General Product Safety Regulation (GPSR), every product needs a responsible person in the EU: the manufacturer, importer or an authorised representative. Their name and address must be on the product or its packaging. Without it, we cannot accept the product.

Do you clear goods through customs?

No. Your freight forwarder or importer handles that. We only accept shipments that have been cleared.

From how many orders is fulfillment worth it?

From the first order. There is no minimum and no monthly fee, so even with a few orders a week you only pay for what you use.

Prepaid and credit

How does prepaid work?

You top up your credit in the portal. You see every charge straight away. If your credit is too low for an order, that order waits until you top up; then it continues automatically.

Is the first top-up a minimum?

Your first top-up of €100.00 is credit for your own costs, not a fee. You only pay it after we approve your sign-up. You get the rest back.

Can my balance become negative?

Yes, through charges that are not reserved in advance for an order: storage, inbound, returns, adjustments and reversed top-ups. You then get a notice, and new orders wait until you top up. If your balance stays negative for 30 days, we send a formal reminder by registered mail. If you then do not pay within 14 days, we may sell stock to settle the debt (right of retention and pledge), never more than needed; you get any surplus back. Only stock that cannot be sold, or that costs more to sell than it yields, may be destroyed, after an extra notice. See the terms.

Shipping

How quickly do you ship?

Ordered before 15:00 on a working day = shipped the same day, if you have enough credit and stock. Netherlands 1–2 working days, Belgium 1–2 working days.

Which carrier do you use?

PostNL.

What if a parcel gets lost?

We file the claim with PostNL. The compensation is the same as what PostNL pays, unless we packed it inadequately or filed the claim late; we then compensate the purchase value, up to the caps in the terms (article 12.2). Report damage within 4 working days of delivery and loss within 20 working days of shipping.

Do you ship outside the Netherlands and Belgium?

By default we ship to the Netherlands and Belgium. Other EU countries are possible through PostNL on request.

Can you add a flyer or ship in my own packaging?

We add a flyer or card for €0.15 each (excl. VAT). Shipping in your own packaging will come later.

What happens during peak season, like Black Friday and December?

We charge no peak surcharge of our own. If PostNL charges a surcharge, we pass it on without mark-up, 30 days after we tell you. Tell us about large promotions a week ahead and we schedule extra hands.

Integrations

How do orders reach you?

Through a CSV upload in the portal, from any webshop platform. A Shopify integration will follow. WooCommerce, bol and TikTok Shop will come later.

Stock and inbound

How quickly is my stock ready?

Within 1 working day of arrival, if the shipment was registered. For large deliveries we agree a timeframe in advance. See the shipping instructions.

What if the count is wrong?

You see it in the portal, with photos. You have 48 hours from the moment the count appears in your portal, and at least 1 full working day, to respond. After that, the count is final.

What if you lose my stock?

Then we compensate the purchase value, up to the caps in the terms, except in force majeure such as fire or flood.

Is my stock insured against fire and theft?

Not by us. If your stock is lost or damaged with us, we compensate the purchase value according to the terms, except in force majeure, such as fire, flood or theft after a break-in despite good security. Those fall under your own business insurance. Check that it covers stock at an external location.

Which products do you not accept?

Counterfeit goods, products without an EU responsible person, loose lithium batteries and more. See prohibited goods.

Can I visit the warehouse?

No, we do not receive visitors; you can collect stock at an agreed time. The portal shows everything: your stock, every order and photos of every inbound shipment.

Returns

How do returns work?

Returns come back to us. Within 2 working days we photograph and check them, and you choose: back in stock, keep aside or destroy.

Starting and stopping

How do I get started?

Create an account; we review your sign-up within 1 working day. You only make your first top-up after approval. Then you register your first shipment and have your supplier deliver it. See how it works.

How do I cancel?

With one button in the portal, effective immediately. Your stock is ready within 5 working days and you get your remaining balance back within 14 days after your stock has been collected or shipped.

Fulfillment or fulfilment?

Both are correct. American English writes fulfillment, British English and Dutch usually fulfilment.