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View your billing statement

Your invoice will be available once your order has been shipped.

To your billing overview

Pay your outstanding bills

If you have open accounts you will find them here.

View your open invoices

More information & questions

Need some more information? Here you will find it

Refund

Including failed orders, cancellation and returns.

On this page:

Money back after return
Step-by-step:
Money back after cancellation
Payment failed, was it debited?
Paid too much or accidentally?

Money back after return

If you are not completely satisfied with your item, please register it as a return in your account and follow the shipping instructions. We will refund you within 14 days of your return notification, unless of course you have not yet returned it.

Step-by-step:

  1. Register your return in your account

    Within 30 days after you receive the item

    Have you received the item for less than 30 days, but are you unable to register it as a return? Please contact us.

    Contact

  2. Hand in your return at a parcel point

    Have the barcode that you receive when registering your return scanned via your phone and they will do the rest.

  3. We or our partner will process your return

    You will receive an email from us when your return has been processed.

  4. You will get your money back after processing

    Sometimes the bank takes a while to process the refund, but of course they do this as quickly as possible.

    • iDEAL / transfer yourself: within 3 working days at the latest
    • Credit card: within 5 working days at the latest
    • Debit card: within 3 working days at the latest
    • Gift voucher/card: topped up in your account within 4 hours at the latest
    • Gift voucher + other payment method: the gift voucher will be topped up in your account within 4 hours at the latest, we will deposit the remaining amount into the account you used to pay
    • Air Miles: you will receive the amount back in your Airmiles account
    • Not yet paid? Your payment obligation expires as soon as your return has been processed
    Check the status of your return
Questions & problems

Have you not yet received the money for your return?

If you have not received an email after 10 days that we or our partner have processed your return, please contact us. If you have received an email that your return has been processed, the money will be in your account within 5 working days at the latest.
When will I get my money back?

Do you receive a payment reminder?

It is possible that the processing of your return and the reminder have crossed each other. If you have received an email that your return has been processed, you can ignore the payment reminder. If your return has not been processed after 10 days, please contact us.
Contact

Money back after cancellation

  1. Cancel the item in your account

    This is possible as long as the item has not yet been shipped. We will process your cancellation within 24 hours and then refund you. You will automatically receive an email from us when your cancellation has been processed.

  2. You will receive your money back after your cancellation has been processed

    • iDEAL / transfer yourself: Within 3 working days
    • Credit card: The reservation will be canceled within 1 working day
    • Debit card: within 3 working days
    • Gift voucher/card: Topped up in your account within 4 hours
    • Gift voucher + other payment method: the gift voucher will be topped up in your account within 4 hours, we will deposit the remaining amount into the account you used to pay
    • Air Miles: you will receive your amount back via a europefamile.com gift voucher in your account
    • Not yet paid? Your payment obligation expires as soon as your cancellation has been processed
Questions & problems

Didn’t receive money after cancellation?

If you have not received an email within 24 hours that we or our partner have processed your cancellation, please contact us. If you have received an email that your cancellation has been processed, the money will be back in your account within 3 working days at the latest.
Contact

Payment failed, was it debited?

Then we will pay you back. How quickly you receive the money depends on the reason and your payment method:
Technical failure
  • iDEAL or afterwards : within 3 working days
  • Credit card : the reservation will be canceled within 1 working day
  • Debit card: within 3 working days
  • Gift voucher : topped up in your account within 4 hours
Transaction expired
  • Gift voucher/card + iDEAL payment: the gift voucher will be topped up in your account within 4 hours.

Paid too much or accidentally?

If you paid too much, we will automatically refund you. How quickly you receive the money varies by reason.

  • Overpayments: within 5 working days
  • Paid by mistake: within 2 weeks

Invoices

VAT, (credit) invoices and payment details

On this page:

View invoice or credit note
Pay the bill
Adjust invoice
VAT invoice

View invoice or credit note

All invoices and credit invoices are listed under Invoices in your account or can be requested from our partners (with your order). You will receive one invoice per delivery. If your order is shipped in different parts, you may receive multiple invoices.
To your billing overview

Pay the bill

Pay into your account via iDEAL or transfer the amount:

Pay with iDeal

Pay open invoices
Once your order has been shipped, your invoice will be available and can be found in your overview.

Want to transfer the amount manually?

NL79 INGB 0106 7088 09 (BIC: INGBNL2A).Provide the invoice number as a description.

Adjust invoice

To protect your data, an invoice cannot be adjusted once the order has been placed. If the order has not yet been shipped, you can cancel and reorder with the correct billing address.

VAT invoice

It may happen that no VAT is stated on your invoice. That depends on whether it is a europefamile.com article or an article from our partner:
Sales via europefamile.com
The invoice with VAT amount is in your account.
To your billing overview
Sales through a europefamile.com partner
You will find a payment overview in your account. There is no VAT on this, because europefamile.com is not the selling party. If your company name is entered at the billing address, you can request an invoice with VAT from the partner. You will then receive the invoice within 2 working days.

Private

To your orders
Contact the partner via the ‘contact link’ or ‘ask a question’ with your ordered item.

Commercial

to your billing overview
Request the invoice from our partner via your invoice overview via the ‘Request VAT invoice’ button in your account with your invoice overview.

Payment Reminders & Collection

This is how late payments work

On this page:

Payment reminders
Collection
Bailiff

Payment reminders

If we have not yet received (complete) payment, we will remind you 3 times . The 2nd and 3rd reminder cost €3.50. We will then transfer you to the collection agency.

  1. The first time is free
  2. The second time costs €3.50
  3. The third time costs another €3.50
  4. We will then transfer you to the collection agency.
Questions and problems

Already paid in the meantime?

It is possible that the payment reminder and your payment have crossed each other. It takes a maximum of 5 working days for the payment to be processed at europefamile.com. You do not have to pay for the reminder.

Already returned?

The payment reminder and the processing of your return may have crossed each other. As soon as you have received confirmation of your return, the payment obligation expires.

Order not received?

Then check whether the delivery address is correct or whether the package is not at your neighbors. Really not received? Please contact us.
Contact

Can’t pay the invoice?

Unfortunately, we cannot help you with this, but you can get help to become financially fit again via the links below:

  • For everyone
  • For youth
  • For self-employed people

Collection

If we have not received your payment after 3 payment reminders , we will transfer the collection to the collection agency Accountor . We will then no longer have insight into your payment. If you have any questions, you can contact the collection agency:

Contact Accountor

030 2543778
incasso@accountor.nl
You can also log in to debtorweb.nl with the information you have received. Always state your Accountor reference number or your europefamile.com customer number.

Bailiff

If the collection agency does not receive your payment, we will transfer you to the bailiff GGN. We will then no longer have insight into your payment. If you have any questions, you can contact the bailiff:

Contact the bailiff

088 331 56 80
info@ggn.nl
Mention your GGN file number so that you can receive help more quickly.

Payment methods

Pay afterwards, gift card, credit card and more

On this page:

Payment options
Postpay
Payment failed, was it debited?
Gift voucher balance disappeared
Problem with payment?

Payment options

  • iDEAL
  • Bancontact / Payconiq by Bancontact app: via your bank’s payment environment.
  • Pay afterwards: via iDEAL or Bancontact or transfer the money (within 14 days after shipment of the item).
  • Credit card (Mastercard, Visa or American Express): the amount is reserved and only debited after delivery.
  • Debit card: the amount is debited immediately
  • europefamile.com gift voucher/card
  • National Entertainment Card
  • Book voucher gift card
Question about payment methods

Tip: Air Miles, VVV gift cards and the Paper Book Voucher are not valid, but:

  • Exchange your Air Miles for a europefamile.com gift voucher on the Albert Heijn website .
  • Exchange your VVV gift card for a europefamile.com gift voucher on the VVV website . In your mailbox within 1 hour and can be redeemed directly on our website!

Subscriptions For subscriptions such as Kobo Plus or Select, you pay by direct debit, which is approved once via iDEAL

Postpay

  1. Choose Pay afterwards

    From your shopping cart, click on ‘continue to order’ and select the payment method.

    Why can’t I choose Postpay?

    It may be due to one of the reasons below that Postpay is not possible. Check which one applies to you. In some cases you can ensure that Post-payment is possible again. If that is not possible, choose another payment method such as credit card. The amount will then only be debited after delivery of the item.

    • The amount of your order is too high
    • You are using an invalid email address. Change this to a valid email address
    • You still have outstanding invoices. Pay this first.
    • The delivery address is invalid. Choose a different address.
    • You have opted for delivery to a collection point. Choose a different address.
    • The type of product you ordered. Payment afterwards is not possible if you order digital products or want to take out a subscription. Postpay may also not be available for laptops, mobile phones and other electronic devices.

  2. Your invoice

    Once your order has been delivered you will find the invoice in your account . We will also send an email with the payment link.

  3. Pay

    Pay your invoice with iDeal via the payment button in your account or transfer it manually to NL79 INGB 0106 7088 09 (BIC: INGBNL2A). Provide the invoice number as a description.

    If you want to return your order, you do not have to pay. Once your return has been processed, the invoice will be cancelled. If you have already paid but still want to return, we will refund you as soon as your return has been processed.

Payment failed, was it debited?

Then we will pay you back. How quickly you receive the money depends on the reason and your payment method.
Technical failure
  • iDEAL, Bancontact or afterwards: within 3 working days.
  • Credit card: the reservation will be canceled within 1 working day.
  • Debit card: within 3 working days
  • Gift voucher/card: topped up in your account within 4 hours.
Transaction expired
  • Gift voucher/card + iDEAL or Bancontact payment: the gift voucher will be topped up in your account within 4 hours.

Gift voucher balance disappeared

In the event of a failed or uncompleted payment, where payment was (partially) made with a gift voucher, the balance of your gift voucher may have been debited. Don’t worry, this will be automatically upgraded within 4 hours.

Problem with payment?

A few tips:

  1. Please try again later, this may be a temporary glitch with your bank or credit card company.
  2. If possible, pay with another payment method.
  3. Pay with a different browser or device.
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