Frequently Asked Questions

PICK UP / DELIVERY

• CAN I COLLECT MY ORDER IN THE SHOWROOM?

  Yes, all items* we sell can be collected from our warehouse in Vichte. Although we have a very large stock, we advise you to inquire in advance whether the goods you want are in stock and, if they are bulky, with which means of transport you should collect them.
  * Except Mechmate motorpits: please contact us first.
  If you have your order picked up by a transport company, there is a packaging surcharge of € 25 excluding VAT per pallet.

• WHAT IS THE EXPECTED DELIVERY TIME OF AN ITEM IN STOCK?

  Parcel shipments (small packages up to 25 kg) are normally handed over to the carrier within 1 to 3 working days.
  Pallet shipments require more care and additional packaging and are normally handed over to the carrier within 3 to 6 working days. Large mixed orders, usually delivered by trailer, may require a longer lead time.

• CAN I STILL CHANGE THE DELIVERY ADDRESS?

  - Postal deliveries cannot be changed.
  - Pallet shipments can be changed at extra cost.

• IN WHICH CASES DO I HAVE TO PAY EXTRA SHIPPING COSTS?

  Our website calculates a transport cost according to your postal code and country without taking into account special 'transport-related' conditions. In the following situations, an additional cost may be charged:
  - Your delivery address is in a low-emission zone
  - Delivery in large cities
  - Addresses that are not accessible with a truck >3.5T
  - Non-stackable goods
  - Length of a parcel

• INFORMATION CONCERNING DELIVERIES

  After receipt and successful payment, your order will be processed. The buyer must provide a correct and complete delivery address and telephone number. If the given data are incorrect or if the buyer is absent whereby the consignment returns, a restocking fee (1), return costs and costs related to a second transport are at the expense of the buyer. When goods are in transit and the buyer changes the delivery address, additional fees will be charged. If the delivery address is not accessible for vehicles > 3,5T, it must be mentioned in your order, additional transportation costs will be charged. The goods are delivered to the address indicated or to your quay. When delivering to private customers or to companies in freestanding houses, the driver cannot be required to deliver the goods to the garage. If you would like a delivery including handling, please contact us for a quotation.The goods travel at the risk and expense of the buyer. Transport damage must be noted immediately on the delivery note of the transport company in the presence of the carrier. In addition, any claim must be notified by fax or e-mail to Matthys within 2 days. Complaints must be described precisely and in detail. Always submit a complaint with digital images. Afterwards, no transport damage can be accepted. Wrongly ordered products can only be taken back after agreement of Matthys. A restocking fee(1) will be charged. (1) Restocking fee is 15% of the value of the goods.

• HOW MUCH ARE THE SHIPPING COSTS?

  If you want to know how much the shipping cost is for an order, place the items to be ordered in your shopping cart. If you click on the shopping cart icon at the top, a screen will open and then you click on 'Calculate the shipping cost or select pick-up'. You indicate your country and enter your zip code. The site then calculates the transport costs to be paid. In some cases, the website cannot calculate the transport costs because the possible order must be sent with special transport or if there is a technical malfunction. It will then be clearly stated that the transport costs will be passed on to you separately. You can place your order and pay for it, but the shipping cost must be paid extra after our contact. You will receive an email and payment link for this from our commercial employee. Please keep that in mind.
  Each article also includes a link to an instruction movie.