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From order to delivery

These are the steps that are most important in the order process. You can also refer to the frequently asked questions section if something is not clear. If this doesn’t work, please contact the Sanjoya Service Team.

Your personal account

During the order process you can choose to create an account for which you select the options. Go to "My Account". You then receive confirmation of your login details by email. These login details include a password which you can later refer to or change.

Within your personal account you can also view your order history. You can see your order status and download the invoice for your own filing or for the guarantee. Do you want to login to your account? Click on 'My Account'.

How to order 'summary'

Click on the item of choice and then on the “shopping bag” button. Fill in your details and select your payment and delivery options. Finish by clicking on the “complete order’ button. 

Transport and delivery charges

Items in stock will be delivered to you within four working days. All prices shown are inclusive of 21% VAT, but exclusive of delivery charges. These charges will be shown separately in the shopping bag. If you spend more than € 45 delivery is free of charge. The shopping bag shows exactly how much the delivery of your order will cost, before you finalise your order.

Payment

Sanjoya makes paying for your order as simple as possible. You can pay for your order with:

  • Bancontact/Mister Cash
  • Bank transfer
  • iDEAL
  • Paypal
  • GiroPay 
  • Credit card (MasterCard, Visa and American Express)
  • Sofort Uberweisung 
Approval/cooling off period

Your order includes an approval period of 14 days. Within this period you can look at the item, examine it and/or try it on, unless otherwise stated. Not satisfied? Almost all items purchased from Sanjoya can be returned within the approval period, complete and where reasonably possible in the original packaging.

Items that can not be returned are
  • Products that have been adapted to your specifications.
  • Items that are clearly of a personal nature, or that cannot be returned because of their nature.  
  • For more information consult the general conditions and our customer service pages. 

Placing an order

Step 1: Select a product

If you wish to place an order, you first need to select a product. The different categories can be found in the main menu on the left. When you select one of the categories you receive a complete overview of all the items within this category. You can then use the menu at the top to make your search more specific.
If you see an item you would like to know more about please click on the item. The page you will now see gives you a complete list of product features. If you wish, you can click on the item illustration to enlarge it further. If the item meets your requirements, place it in the “Shopping bag”. The item is automatically added to your order. You can choose to shop further on the site or go to your Shopping bag. This is icon of a shopping bag in the upper right part of the screen.

Step 2: Options in the Shopping bag

The Shopping Bag gives you the following options:

  • Changes to the size and/or number of items to be ordered;
  • Entry of a discount code;
  • When you are ready, click “next” to complete your order. 
Step 3: Entering your details

If you have ordered from Sanjoya before you can log in at the top left of the screen with your email address and password.
If this is your first order enter the requested information. Then select your payment method. Once you have selected your payment method and agree with the general conditions, click “next’.

Step 4: Review your order

You see an overview of your order. Please make sure that all the details are correct. Now click on the “confirm and pay” button. You can now complete your order within a secure payment area.

Step 5: Confirmation

You can safely make and track your payment on line. For payments we use Ogone: ‘one of the most reliable Payment Service Providers’. Ogone ensures safe processing of online payments. After completion of your payment you will receive an email confirmation of your order within a few minutes. If you have not received anything within 10 minutes, you are advised to check your spam folder to see if the confirmation has gone there. If the order confirmation is not in your spam folder, please contact the Sanjoya Service team.

Payment

You can safely pay for your order online at Sanjoya. We use Ogone for payments. Ogone makes it possible to complete your payment in several ways. Ogone is well known for its high standard of security measures. After you have completed the payment you receive a confirmation of your order within a few minutes. Here is an explanation of the different online payment methods: 

1) Bancontact/Mister Cash

For Belgian customers one means of payment is Mister Cash. Safe and familiar payment with your own card. Mister Cash uses the following banks: Dexia, Fortis, ING, Fintro, KBC, CBC, AXA Bank and VDK Spaarbank. 

2) iDEAL – How do payments work using iDEAL?

Do you use internet banking? A large number of banks in the Netherlands use iDEAL payments. Paying via iDEAL works in the same way as internet banking. You need your bank card and identification method (e.g. random reader, e. dentifier, etc.)

Costs
We do not charge for iDEAL payments.

Advantages:
- Reliable method of internet banking
- You pay using the safe software of your own bank
- We send your order immediately, if items are in stock
- Payments via iDEAL are free of charge

3) Credit card – How do payments via credit card work?

Sanjoya accepts payments using the following credit cards: Visa, MasterCard and American Express. Using an SSL secured screen (recognisable by the url beginning with https and a lock icon on the screen) you fill in the requested information. Credit card payments are processed by Ogone. Ogone meets the strict criteria required by credit card companies for online payments.

Costs:
We do not charge for credit card payments.

Advantages:
Secure payment method, everything occurs via a secure link (SSL).
We send your order immediately, if items are in stock.
We do not add charges for credit card payments.

4) Giropay

Giropay is for customers with a German bank card. You can pay with your own card from the Deutsche Postbank, Sparkassen and Volksbanken Raiffeisenbanken.

5) Business customers

Business customers with a positive payment history at Sanjoya can also buy on account. To do this please contact our customer service department via dealers@sanjoya.nl. We kindly ask you to attach a certified statement from the Department of Trade, which must not be more than 6 months old.

6) Cash on delivery (COD)

You may decide to choose for cash on delivery as well (COD). In case of COD you will pay the invoice amount to the carrier during the receipt of the package. COD shipments are only possible within the Benelux and Germany and will always cost you € 25 extra.

Transport charges

Sanjoya applies the following transport charges:

The Netherlands, Belgium, Luxemburg, Germany, Great Brittain and France (category 1):
  • Free delivery above € 45 euro. 
  • For orders below € 45 you pay € 4.50 for transport within the Netherlands, Belgium, Luxembourg, Germany, Great Brittain and France.
  • B2B will be charged € 12.50 on all sendings.
Other EU countries (category 2):
  • € 9.95 for orders up to € 250. Orders over € 250 are sent free of charge within the EU.
  • B2B will be charged € 22.50 on all sendings.
Countries outside the EU (category 3):
  • € 25 for orders up to € 250. Orders over € 250 outside the EU will cost € 15. To be sure, please check that we can deliver to the country you require. 
  • B2B will be charged € 35 on all sendings outside the EU.

Delivery times

Orders placed after 20 December can no longer be delivered in time for Christmas!

The expected delivery time is given for each item but this is only an indication. It can happen that the item is no longer in stock. We will try and let you know this as quickly as possible.

Delivery of multiple items

When you order a number of items from us we try to send the items in one delivery. The delivery time of your order will in that case be that of the item with the longest delivery time. If you wish us to send items separately, please contact us. Our orders are sent through BPOST (Belgian Post). As soon as we hand your order to BPOST you receive an email with a Track and Trace code. You can then follow your order on the BPOST website.
In other countries BPOST uses alternative recognised delivery services. Your order will be delivered to you within 3 to 4 working days of this confirmation of sending, depending on your country of residence.

Delays

If you have not received your order within 4 or 5 working days of its being sent by Sanjoya we ask you to wait a little. 98% of packages in Belgium are delivered by BPOST the following working day. In exceptional circumstances your package may not be delivered by BPOST within 24 hours. If you have not received your package after 5 working days, please contact the Sanjoya Service Team. To enable us to help you more quickly, please have your order number available.

Order status

Do you need information about the status of your order? This information can be found in your account. Once your payment has been received we will send your order as soon as possible.

When Sanjoya has given your order to BPOST you will receive an email with a Track and Trace code which you can also find in your account. You can use this to trace the progress of your order. BPOST will deliver your order to you on the next working day. If you are not home BPOST will call again on the following working day. If you are not home the second time, then you can collect the package at the Post Office in your neighbourhood.

Delivery

Sanjoya sends items via BPOST (Belgian Post)

Sanjoya sends all packages via BPOST. Once your order is recorded as sent, in 98% of cases it is delivered to your home address in Belgium on the following working day. Outside of Belgium it may take 2 or 3 additional working days. 

NOT AT HOME

If you are not at home and we cannot deliver your package to you we try and leave it with a neighbour. If this doesn’t work either, the postman will leave a card. The card will include a ‘not at home’ code. Using this code you can arrange for a second delivery on a day and at a time and location that suits you better. 

Package collection

If you or your neighbour are not home for the second delivery attempt and have not been able to receive the package you can take the notification card to a named Post Office or delivery point. You have three weeks to do this. After this time the package will be returned to the sender. When collecting your package you should carry some proof of identity.
Packages with increased liability will not be left with a neighbour. A second attempt at delivery will be made. If you are not home for a second time, you can take the delivery card from the postman to one of the Post Offices or collection points listed.

Proof of identity

You should always carry proof of identity when picking up your package.

Cancelling an order

Orders can be cancelled without charge. You can cancel an order in two ways, via email or by telephone, but we would recommend email. We ask you to give us your name and order number so that we can reimburse all payments made.

If the order is already on its way to you then cancellation is no longer possible. If the order has already been sent by us, you have 14 days from receipt of the order to return the item to Sanjoya. Please also see the contact details for returns.

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