Delivery and returns

Where we deliver

We sell within the Netherlands, across the EU and worldwide. When you send a quote request, choose the delivery country in the form. If the goods need to go somewhere specific, such as a warehouse, a port or a cold store, add the address or location in the message field.

How your goods travel

How an order is shipped depends on what it is and how much of it there is. As a rough guide:

• Cartons and pallets of groceries and packed goods usually travel by road, on a truck with other freight or as a dedicated load.
• Larger quantities of bulk food, feed and raw materials are often shipped as a full container load (FCL) in a 20ft or 40ft container, by sea for longer distances.
• Frozen and chilled products need temperature-controlled transport, such as a refrigerated truck or container.
• Livestock and other special goods are shipped under the specific rules that apply to them, which we discuss with you before quoting.

We can help arrange forwarding and transport for you. Your quote states how the goods will travel, whether transport is included in the price, and the expected delivery time. If you'd rather use your own forwarder or collect the goods yourself, tell us in your request and we'll quote accordingly.

Delivery terms explained

In international trade, the split of transport costs and risk between buyer and seller is usually set with an Incoterm. Your quote names the one that applies. The most common ones are:

• EXW (Ex Works): you collect the goods from the agreed location and arrange everything from there.
• FCA (Free Carrier): the goods are handed to the carrier you nominate at an agreed place.
• FOB (Free On Board): for sea freight, the goods are loaded on board the vessel at the port of shipment, and you take over from there.
• CFR and CIF (Cost and Freight, and Cost, Insurance and Freight): sea freight to the destination port is arranged for you, with insurance added under CIF.
• DAP (Delivered At Place): the goods are delivered to your named address, ready for unloading. Import duties and taxes are for you.
• DDP (Delivered Duty Paid): the goods are delivered to your address with import duties and taxes already paid.

Not sure which suits you? Leave it open in your request and we'll suggest an option in the quote.

Delivery times

Delivery times vary a lot between products. Goods that are ready to ship can move quickly. Commodities that are sourced or packed to order, or that travel by sea, take longer, and shipping schedules and customs clearance also play a part. The quote gives an expected delivery time for your order. Unless we agree a fixed date in writing, delivery times are estimates.

Documents, customs and import rules

International shipments travel with documents such as a commercial invoice and a packing list. Depending on the product and the destination, a shipment may also need a bill of lading, a certificate of origin, or health or phytosanitary certificates for food, feed and plant products.

Import rules differ from country to country. Tell us in your request which documents your import needs, and we'll confirm in the quote what comes with the shipment. Who pays import duties and taxes follows the delivery term in your quote. For deliveries outside the EU, unless the quote is DDP, these are normally paid by the buyer.

Receiving your delivery

Please make sure someone is available to receive the goods, and that there's a way to unload them. Pallets usually need a forklift or pallet truck. If your address has no loading dock, mention it in your request so a truck with a tail-lift can be arranged where possible. For containers, allow for the unloading time agreed with the carrier.

Checking your goods

Check the goods when they arrive, before the driver leaves if you can. Count the cartons or pallets, look for damaged packaging and, for frozen or chilled goods, check the temperature.

If something is damaged, missing or not what you ordered:

1. Write it on the delivery note or CMR before you sign.
2. Take photos of the goods, the packaging and any labels.
3. Keep the goods and packaging as they are.
4. Email us at info@kwbwitteenburg.com as soon as possible with your order details and the photos.

The sooner we hear about a problem, the easier it is to resolve with the carrier or supplier.

Returns

Many of our products are food, feed, livestock or bulk goods, which can't simply be sent back like a parcel. Returns are therefore agreed case by case, under the terms of your order. Please contact us before sending anything back. Tell us the order, the product and what's wrong, and include photos. We'll look into it and agree the next steps with you.

Goods that are returned without being agreed first may not be accepted, because we need to arrange how they're transported, stored and checked.

Replacements, credits and refunds

If we agree that goods were damaged, short or not as ordered, we'll agree a solution with you. Depending on the situation, that can be a replacement, a credit against a future order or a refund.

Questions about a delivery

Email info@kwbwitteenburg.com or call +31 97010210284, and have your order details ready. See also our terms of sale and the FAQ.