FAQs.
Have any questions or comments about our products, or about an order or invoice?
We’re here to help. Take a look at the FAQs below or get in touch.
Customer account.
How do I create an ARP account?
Visit arp.nl/registration > Doesn’t work?
Have questions about creating an account? Get in touch with your account manager.
I’ve forgotten my password. What should I do?
Have any password-related issues? Get in touch with your account manager.
How can I change my personal details?
Have questions about modifying your personal account information? Get in touch with your account manager.
How can I modify my users’ rights?
Have questions about how to make changes to your users’ settings? Get in touch with your account manager.
How can I be sure my data are secure?
To protect your data and prevent information falling into the wrong hands, ARP has defined its own technical and organisational measures. You can find more information in our Privacy Policy available at https://www.arp.nl/dataprotection/
Orders.
How do I place an order?
Logged in users can place an order through our online shop, via e-mail to verkoop.nl@arp.com or through their account manager.
ARP also offers digital options such as XML ordering and billing. If you’d like more information, please get in touch here.
Can I change or cancel an order?
Have questions about making changes to an order? Get in touch with your account manager.
Yes: Do not accept the parcel and we’ll be in touch with you as soon as possible. If the delivery has already arrived, please return it to us.
No: Get in touch with your account manager.
How can I check if the product I need is in stock?
Want to see if a product is available? Get in touch with your account manager.
I would like to order an item, but I can’t find it in the online shop. What should I do?
We carry some 30,000 products in our shop, but if you need something else, we can also help you find it. Simply get in touch with your account manager for help.
I have an order I need very quickly.
We offer expedited shipping for some orders. If you’d like to take advantage of this, feel free to drop us a line.
Payment.
What payment options does ARP offer?
When you shop with ARP, you can pay by:
- Invoice
- Credit card
- iDeal
- Advance payment
ARP does not charge any fees for any of the above payment methods. Credit card and iDeal payments in the ARP online shop are processed by Wirecard, which guarantees the secure processing of your order and personal data in accordance with Dutch legislation.
What should I do if my payment fails or is declined?
In either case, please contact your account manager at verkoop.nl@arp.com or at crediteuren.mgmt-nl@bechtle.com.
Where can I view my invoices?
Have questions about billing? Get in touch with your account manager.
Can I use more than one billing address?
Have questions about using multiple addresses? Get in touch with your account manager.
You can choose from your list of saved billing addresses when requesting a quote / submitting an order. You can, of course, contact your account manager, but it’s quicker and easier to make any changes directly in your account.
I have returned an order and am entitled to a credit note.
How will my refund be processed?
If you chose to pay by invoice, the amount will be refunded on your next bill. Please let us know if you would prefer to have the amount refunded to your bank account and we will do so using the IBAN provided.
ARP reserves the right to refuse this request and instead apply the credit note to your next payment. In this case, you will be informed in writing.
I did not receive an invoice. Can I request one?
Of course! Invoices can be viewed at any time in your ARP account.
If you cannot find the invoice you are looking for, please contact your account manager.
How do I redeem a voucher?
Have questions about using vouchers? Get in touch with your account manager.
Enter your discount/voucher code under “Voucher” in the shopping basket, then click “OK”. If the code you have entered is rejected, you will see the notification “The code you’ve entered is invalid”. This may be simply because of a typing error, or if your voucher has already been redeemed.
Please complete your order as soon as possible after redeeming your voucher. Any open orders will not be saved!
Delivery.
How can I check the status of my order?
Want to see where your order is? Get in touch with your account manager.
Track and trace is available for 80% of our deliveries as, depending on the size of the parcels and customer requirements, ARP works with different logistics partners and they don’t all support tracking. If you are unable to locate your tracking information in your ARP account, please get in touch with your account manager.
Which delivery options do you offer?
Our standard delivery options include:
- Free partial delivery
- Free delivery
- Collection from our Maastricht warehouse
- Next business day delivery (before midday, phone orders)
- Courier service (phone orders)
ARP also offers tailored delivery and/or additional services based on your personal requirements.
Can I use more than one delivery address?
Have questions about using multiple addresses? Get in touch with your account manager.
Can I collect my order?
Have questions about picking up an order? Get in touch with your account manager.
I’ve not received my order.
We’re sorry that something seems to have gone wrong. You can check the status of your orders at any time under “My shipments” or “Orders” in your ARP account.
If your delivery has been shipped, we would kindly ask you to wait a little longer. Your order hasn’t been delivered? Need to report an issue with your delivery? Please get in touch with our Service Desk at www.arp.nl/contact
My delivery was incomplete.
Missing something from our order? Get in touch with your account manager.
Can I change the delivery address after placing my order?
No, but we can try our best to reroute your delivery. Give your account manager a call.
Can I schedule a delivery?
Have questions about delivery options for your order? Get in touch with your account manager.
Can I collect my order on the same day?
Yes, as long as your products are available in the Maastricht warehouse. Give your account manager a call.
Returns.
I’d like to return a product.
You can request a return on our website.
We’ll process your request as quickly as possible. Please note that in some cases, return and/or restocking fees may be incurred. Please also be aware that some return requests may be rejected because they do not comply with our Terms and Conditions which can be viewed here: https://www.arp.nl/nl-en/gtc
Once your request has been approved, you will receive a confirmation and return label via e-mail. Please enclose the confirmation with your product and affix the returns label to the outer packaging. All instructions are included in the confirmation e-mail.
ARP will collect all incorrect deliveries, but costs for all other returns must be borne by you. In this case, you may choose the carrier.
In both cases it is important that the product packaging is undamaged, so always pack your returns in an outer box.
I would like to swap a product for another one.
Unfortunately, it isn’t possible to swap products, but you can return items (if approved in accordance with our T&Cs) and reorder. Request a return on our website.
My delivery is damaged or something is missing.
Despite taking utmost care, it can happen that something is damaged during delivery. Always make sure to check your packages when delivered and do not accept any that are damaged. Please check immediately that your delivery is complete.
If a product is delivered damaged or defective, please open a case on our website within 2 business days of delivery.
We’ll process your request as quickly as possible. If a product has been damaged, please take photos of the product and/or the packaging and e-mail them to us with your case number in the subject line.
If a damaged or defective product is not reported within 2 business days of delivery, we may not be able to submit your claim to the carrier.
How do I track the status of my return?
When returning a product, you’ll receive a case number and information about the returns process via e-mail. If, however, you need to check the status, please contact our Service Desk:
Phone: 043-855 01 00
E-mail: retouren.nl@arp.com
What is the address for returns?
The returns address is:
ARP Nederland B.V.
T.a.v. Expeditie / RMA
Withuisveld 30
6226 NV Maastricht
As soon as your return request has been approved, you will receive a returns label and instructions on how to proceed. It may be the case that the product should be returned to a different location, so don’t worry if your returns label shows a different address to the one above.
Are there any returns fees?
In some cases, yes. These may be restocking costs resulting from opened packaging or extra handling costs incurred by the supplier. With this in mind, always check before opening your deliveries. If you are unsure if an item received is exactly what you ordered or need, please contact the Sales Department. We charge a fee for returning pallets and/or large packages.