FAQ

Registration

• HOW CAN I BECOME A CUSTOMER?

  If you would like to order from Hunter Amenities and do not have a Customer Number, you will need to apply for one. Please first register your details here We would like to inform you that your registration can take a few working days to complete.

• WHERE CAN I FIND MY CUSTOMER NUMBER?

  If you do not remember your Customer Number, please send an email to Support-eu@hunteramenities.com so our team can assist you.

Log In

• WHAT IS MY USER NAME AND/OR PASSWORD?

  If you have forgotten your user name please be advised that most common used user names with our customers is their email address, if by any chance this is not the case with you, please send an email to support-eu@hunteramenities.com.
  If you have forgotten your password, please proceed with following link .

• WHAT IS REMEMBER ME IN LOGIN?

  Remember Me login is a convenient online feature, which remembers your user name and password each time you return to our SHOP. Plus, as an added security feature, we will always ask for your password before you access your sensitive account information on our site.

My Account

• HOW CAN I UPDATE MY ACCOUNT INFORMATION (EMAIL ADDRESS OR PASSWORD)?

  Login with your details then click on “My Account” and update your Contact details.
  To update or billing or shipping address please send an email to support-eu@hunteramenities.com with your:
  New address
  Statutory company name
  VAT number (if situated within EU)
  Other relevant details required for correct invoicing

• HOW CAN I CHANGE MY PASSWORD?

  Login with your account details then click on “My Account” and select “Change Password” from the dropdown.

• WHAT TO DO WITH A PASSIVE ACCOUNT?

  Your account will be Passive when you haven’t placed an order with us after 2 years. We kindly request you to create a new account via this link. Our team will make sure the information of your old account will be transferred to your new account.

• MY ACCOUNT IS BLOCKED, WHAT TO DO?

  Your account is blocked as there are overdue and unpaid invoices. Our customer service department can help you with the process of unblocking your account.

Order

• HOW CAN I PLACE AN ORDER?

  You can place an order via our webshop. Please create an webshop account with your account number. You can click on your order guide to see all your contracted items. If you are experiencing any hiccups with this, please inform our customer service department.
  Our customer service department also accepts orders over the email.

• CAN I PLACE AN ORDER OVER EMAIL?

  Placing an order via email, and not the webshop, is no problem. Please provide us with your account number, item number and the amount of boxes you would like to order. We will send you a reply within 2 working days about your order.

• HOW CAN I BECOME A RITUALS CUSTOMER?

  If you would like to order Rituals products from Hunter Amenities and do not have a Customer Number, you will need to apply for one. Please register your details here. We would like to inform you that registering can take a few days to complete.

Order status/shipping

• I HAVE PLACED AN ORDER. WHEN CAN I EXPECT TO RECEIVE IT?

  After you place your online order, in approx. 2 working days you will receive a reply from our customer service department.

• HOW CAN I CHECK THE STATUS OF MY ORDER(S)?

  Once your order is being picked and packed, taken along with our forwarding companies; you will receive an automatically generated shipping confirmation. This document will state the expected delivery date.

• WHERE DO YOU SHIP FROM?

  Depending on the destination country, we ship from The Netherlands, Germany or UK, where we have our distribution warehouses.

• CAN I CANCEL MY ORDER?

  If you need to cancel your order, there are exceptions where this is not always possible. Please ask for the conditions with customer service department when ordering your goods.

Invoice

• WHERE CAN I FIND MY CONTRACT PRICING?

  Login and click on order guides mentioned on the frontpage when you are logged in.

• HOW CAN I GET A COPY OF MY INVOICE?

  Yes, our customer service department can send you an copy of the requested invoice. Please provide us with the invoice number.

• WHERE CAN I CHANGE THE INVOICE DETAILS?

  Please send our Finance team an email on accounting-eu@hunteramenities.com with the request to change your invoice details. Mentioned the invoice address, contact person and VAT number, so your account will be updated correctly.

• CAN I GET A STATEMENT OF ACCOUNT?

  Yes, we can send you an overview of all the open invoices and account status over the email. Please request a statement of account at accounting-eu@hunteramenities.com

Return, credit note and refunds

• WHAT SHOULD I DO IF I RECEIVED A DAMAGED PRODUCT?

  We advise you to always check your incoming shipments carefully before signing off with the forwarder, as there will be transport costs and restocking fee applicable for returning accepted goods. Please send an email to Support-eu@hunteramenities.com so our team can assist you.

• CAN I RETURN A PRODUCT?

  Yes you can. Please check with our customer service team to see the options.
  We advise you to always check your incoming shipments carefully before signing off with the forwarder, as there will be transport costs and restocking fee applicable for returning accepted goods. You can only return the products within 2 weeks after delivery.
  In order to return the products send an email to Support-eu@hunteramenities.com so our team can arrange the pick-up for you. Do not send goods back before you have received a confirmation from our customer service department. This will not be accepted in our warehouse.

• WHAT IS THE DIFFERENCE BETWEEN A CREDIT NOTE AND REFUND?

  We usually offer a credit note. This means the amount will be as credit on your account. And can be deducted from your next payment.
  If you prefer a refund, the money will be transferred to your bank account.

• I HAVE RETURNED A PRODUCT. WHEN CAN I EXPECT TO RECEIVE A CREDIT NOTE?

  Once the products have been booked back on stock in our warehouse, you will receive the credit note. Please keep in mind our warehouse is mainly based in the Netherlands, so receiving and restocking can take some time.

• CAN I GET A REFUND INSTEAD OF CREDIT NOTE?

  Yes, this is possible. Please mention this to our customer service department when requesting to send back the products. We will need your banking details in order to transfer the money back to your account.

Contact Us

• CAN I CALL YOU?

  Yes, feel free to give us a call when you are facing any issues. Our phone number is +31 (0) 252 220 100.

• WHAT ARE YOUR WORKING HOURS?

  Our customer service team is available from Monday till Friday, from 9:00 to 17:00.