FAQs.

Frequently asked questions.

Do you have questions or comments about products, orders or invoices?
We like to help you. Ask your question or find it easily through the main topics below.

General.

Register at http://www.arp.nl/nieuwsbrief to receive our weekly newsletter and stay up to date with the latest IT trends, solutions and products.

ARP uses cookies in order to provide you with a customised shopping experience and provide you with the best service possible. Accepting cookies ensures you get the best from our website.

The thuiskopieheffing (TKH) is a payment granted to creators (authors, artists, publishers and manufacturers) to compensate for any loss of earnings through legally made private copies and accessibility. ARP passes this fee on to the customer. You can find the levy charge under product prices. More information (in English) can be found on the Dutch private copying levy website, Stichting Thuiskopie: http://www.thuiskopie.nl/nl/thuiskopie_2

 

Account.

Business customers can set up an account here: https://www.arp.nl/partner/register/registration.html. We do not deal with private customers or resellers.

Go to www.arp.nl and click on ‘Login’ in the top right corner to open the login window. Click on the bottom option—’Forgot your password?’. Enter your e-mail address and the capcha security code and click ‘send’ to confirm and close the window. You will receive a new password by e-mail shortly.

In ‘My cockpit’, which appears when you log into the ARP online shop, click on ‘My profile’. You can then update and save your details.

Log into ‘My cockpit’ and click on ‘users’ on the left. Click on the pen to the right of the username and choose “change rights”. Tick the boxes next to the rights you want the user to have and click on ‘submit’.

ARP employs organisational and technical measures in order to protect your data and avoid loss of data. Please refer to our privacy policy for further information. https://www.arp.nl/dataprotection/

 

Ordering.

o place an order, either log into our online shop, email verkoop.nl@arp.com or contact your account manager.

You can also order digitally from ARP with XML orders and invoicing, by contacting our liveflow specialists: https://www.arp.nl/eprocurement-liveflow/

How can I change or cancel an order?

Has the order left our warehouse? Check using the Track & Trace feature in the ARP dashboard.

Yes: If it hasn’t arrived yet, don’t accept it and we will get in touch with you. If you’ve already accepted the delivery, just send it back to us.

No: Get in touch with your account manager.

Each product page features the number of items in stock and expected delivery time under the heading of ‘Availability’. You can also contact your account managers to enquire about available stock.

We’re here to help you with over 30,000 online products, including those not (yet) in our online porfolio. Please contact your account manager for further assistance.

Selected orders can be sent by express delivery. Please contact your account manager for further assistance.

ARP is currently working on this feature for its online shop.

Until then, please contact your account manager to add services to a quote or order. See our complete range of services at: https://www.arp.nl/asset-services/

Payment.

In the ARP Online Shop, you can pay:

– On account
– By credit card
– With iDeal
– In advance

No matter how you pay, ARP charges no additional fees.

Payments by iDeal or credit card are conducted via a third-party provider, Wirecard who guarantees secure handling of your order and personal details in accordance with Dutch law.

Please email your account manager at either verkoop.nl@arp.com or crediteuren.mgmt-nl@bechtle.com regarding any unsuccessful or declined payments.

You can consult your ARP invoices in your personal area in the ARP online shop in the Invoices section of the menu.

Yes.
Manage your billing addresses yourself in the Invoices section of the menu in your personal area. Click on Manage Billing Addresses and make your changes.

When requesting a quote or ordering from the ARP online shop, select your desired billing address from the list.

Although your account manager can also assist you with billing addresses, it is generally quicker to change it directly in the online shop yourself.

When payed on account, we generally offset your credit against your next invoice.
Please let us know if this is not in accordance with your wishes and we will make your credit payable to a bank account of your choice. Please provide us with the IBAN number in this case.

In some circumstances (infrequent invoices), we deviate from our standard procedure and ask you to take your credit into account when calculating your next payment. If this is the case we will let you know in writing.

If you are entitled to credit, we will provide it in writing, either as a PDF file by email or by post. The credit note will be dispatched as soon as all products have been received and/or all processes have been completed. This usually takes less than one working day.

In order to rule out problems with the transfer, please check the account details you supplied to us.
If the details are correct, please contact your account manager to work the issue out together.

Not at all—you can view your invoice under your account number in your personal area of the ARP online shop up in the invoices section. Please contact your customer representative if you require further assistance.

Your voucher (or discount code) consists of a combination of letters and numbers and can be redeemed when ordering in the ARP online shop.
Enter the voucher number / code into the discount code field and click validate to check the code. If the code is valid, green text appears—discount code valid, and you can continue on to payment. If you see a red invalid discount code, on the other hand, check you’ve typed the code correctly. If the code has already been used, it will also show up as invalid.

Make sure that you complete your order quickly after redeeming your voucher to avoid invalid codes. Be careful not to leave your order open because it cannot be saved for security reasons.

Manufacturer is offering a cashback offer for purchasing a product, there will be certain conditions that need to be fulfilled.

These conditions will be on the product’s promotional page of the ARP online shop or at a special page from the manufacturer. The cashback transaction takes place between the customer and the manufacturer directly, not via ARP. The manufacturer usually requires the product serial number or proof of purchase when claiming cashback, which you will find on our invoice.

Please contact your account manager or email us at verkoop.nl@arp.com

Payment reminders are created and sent automatically when the payment period has been exceeded. To avoid receiving a demand for payment, please pay as soon as possible.
If you have questions about an invoice or have received a payment reminder, please get in touch with your account manager.

Delivery.

You can check the status of your order on the start page of your login area or under ‘Orders’. You can also consult all deliveries for each order.

Track & Trace is generally available for around 80% of deliveries. Some orders do not feature this information because due to package size, customer requests etc, ARP works with several different carriers, some of which do not offer Track and Trace.

If you cannot find any tracking information in your ARP Online Shop login area, please contact your account manager.

Our standard delivery options are:

– Free partial delivery

– Free full delivery

– Collection from our warehouse in Maastricht

– Express next day delivery by 12:00 (by phone)

– Courier (by phone)

ARP also offers custom delivery options and/or additional services on request.

You can find more information about our services on our website under ‘IT services’.

Yes, you can. You can add, change or delete addresses in the ‘Manage my addresses’ section of your personal login area.

If you wish to order items for more than one address, please place separate orders for each address.

Yes, you can. There is no standard “collection” feature in the online shop, but your account manager can set this option for you.

Please note that orders will be ready for collection from our warehouse two hours after you receive the ARP delivery note (collection notification).

To collect your order, please go to reception next to the carriers, at the following address:

ARP Nederland B.V.

Withuisveld 30

NL-6226 NV Maastricht

We apologise for any inconvenience.

You can check the status of your order on the start page of ‘My cockpit’ or under ‘Orders’ in the menu.

If your order is still on its way, please bear with us. Has your package been delivered to the wrong address or simply not been delivered? Please report an incorrect delivery to our service desk at: https://www.arp.nl/contact/service.html

Onze excuses, wellicht is er iets mis gegaan. Het kan zijn dat er gekozen is voor deellevering, je ontvangt je bestelling hierdoor in delen. In de meeste gevallen kun je de status opvragen via het tabblad ‘Eigen zendingen’ op de startpagina van je Cockpit of via orders met de menuknop  ‘Bestellingen’ in de Cockpit.

Mocht het pakket nog onderweg zijn, dan verzoeken we je graag nog even geduld te hebben. Is het pakket niet of verkeerd afgeleverd? Meldt een manco levering aan via de servicedesk: https://www.arp.nl/contact/service.html.

Not on the website, but get in touch with your account manager and we’ll see what we can do!

Yes, just choose the ‘express delivery’ option when placing your order. This is the best way to get your package to arrive when you want it to.

Some of our partners do—please get in touch with your account manager to discuss this.

Yes, you can, providing that the items are in stock in Maastricht. Please call your account manager for further assistance.

 

Exchange and Return.

No problem. Please complete the form on our website here: https://www.arp.nl/contact/service.html
Your request will then be processed as quickly as possible. Please be aware that return or re-stocking fees may apply.

Once your request has been checked and approved, we’ll send you confirmation and a returns label by email. Please include the confirmation email and stick the returns label to the outside of the package. You’ll also receive instructions in the confirmation email.

Incorrect deliveries will be collected by ARP. All other returns are at the expense of the customer and with the carrier of their choice.

No problem. Please complete the form on our website here: https://www.arp.nl/contact/service.html
Your request will then be processed as quickly as possible. Please be aware that return or re-stocking fees may apply.

Once your request has been checked and approved, we’ll send you confirmation and a returns label by email. Please include the confirmation email and stick the returns label to the outside of the package. You’ll also receive instructions in the confirmation email.

Incorrect deliveries will be collected by ARP. All other returns are at the expense of the customer and with the carrier of your choice.

We apologise for any inconvenience. Please complete the form on our website here: https://www.arp.nl/contact/service.html
Your request will then be processed as quickly as possible.

Once your request has been checked and approved, we’ll send you confirmation and a returns label by email. Please include the confirmation email and stick the returns label to the outside of the package. You’ll also receive instructions in the confirmation email. Incorrect deliveries will be collected by ARP.

You will be kept up to date by automatic updates when you return an item. If you would like an additional status update, please contact our service desk:

Phone: 043-855 01 00
E-mail: servicedesk.nl@arp.com

Our returns address is:

ARP Nederland B.V.
z. Hd. Expeditie / RMA
Withuisveld 30
NL-6226 NV Maastricht

In most cases, once you have submitted the returns request form, our service desk will send you a returns sticker featuring our address.

In some cases, return or re-stocking fees may apply, depending on the state of the opened packaging. With this in mind, please open packaging with care. Returns consisting of palettes and/or large packages will incur a charge.