Trade - frequently asked questions

Logging in Ordering Shipping Payment Changes and cancellations

Logging in

If you want to log into your Trade Account, make sure you're using the Trade Login form. You can log in using the e-mail address linked to your account. Can't remember your password? Don't worry, it happens to all of us sometimes. You can use the password reset form to request a new password.

There are several reasons why you may not have received the password reset e-mail. First check to make sure the e-mail didn’t end up in your spam folder.
If it's not there, there may not be an account associated with that e-mail address. In that case, please contact the POLSPOTTEN Sales Support Team to check the status of your account.

Don't have an account yet but would like to create one? Please fill out the Trade Onboarding form. The Sales Support Team will process your request and get in touch with you.

Ordering

Yes, you have to register as a POLSPOTTEN Trade Partner first. You can do that by filling out the Trade Onboarding form on our website. The POLSPOTTEN Sales Support Team will review your application, and if there are any questions or missing information, they'll contact you personally. Once your application has been approved, we'll send you your login information so you can log into your personal POLSPOTTEN environment and start shopping.

Placing an order is simple. Once you've made your selection, add your items to the shopping cart. From the shopping cart, you can place your order in just 4 steps. You can always go back to your shopping cart and change your order at any point in the order process. It's only finalised once you confirm your order in step 4.

Our product availability is real-time, which means you'll know exactly when we have the product ready to ship to you. Below the ‘add to cart’ button in the quick shop pop-up and on the product detail page the delivery timing is indicated. This timing indicates when a product is ready for shipment.

Most of our products are in stock or can be delivered within a set delivery timeframe. There's an indication of the delivery time on the product page. If the delivery time fits your schedule, simply place your order.

We're constantly developing our collection. That means that we also regularly phase out items, so a product may be in limited supply or may no longer be available. Can't find the product you're looking for in the online shop? Feel free to ask the POLSPOTTEN Sales Support Team about it.

After you've added items to your cart, all products with the same availability will be grouped together for you. This way, you can easily decide which products you want to have delivered in a single shipment.

Any items that you don’t select and that remains in your shopping cart can be completed in a new order at a later time. Shopping carts are stored for at least 30 days. You can also download the selection from your shopping cart as a PDF or CSV file.

Yes, you can enter a different delivery address for an order. You can also permanently change your delivery address. Your updated address won't immediately be displayed in the My Account section. First, POLSPOTTEN will evaluate your changes and then implement them into our system.

No, it won't. If another customer places an order at the same time, that specific product may no longer be in stock or may have a longer delivery time. So we recommend going straight through the checkout process as soon as you've made your selection.

The POLSPOTTEN Sales Support Team will be happy to help. They can get your order ready and in some cases even place it for you. If you can't complete your order, please send us an e-mail with a description of the problem.

Shipping

POLSPOTTEN serves customers all over the world, in more than 50 countries. We work with logistics partners who have broad international reach to ship to all of those countries. You can tell us where your organisation is located in the Trade Onboarding form. If we accept you as a customer, then it's safe to assume we'll be able to handle the logistics to your standard shipping address.

If it's a business address that can accept pallet shipments, you can have the order delivered to that address.
We aren't able to deliver to residential addresses because our Trade packaging is pallet transport only.

When you place an order in the POLSPOTTEN online shop, the order confirmation will give you an indication of our logistic partner's shipping date. If all of the items in your order are in stock, you can expect them to be dispatched within 3 to 5 business days. Once you've placed your order, you'll receive an e-mail with a track & trace link so you can follow the status of the shipment.

After you've added items to your cart, all products with the same availability will be grouped together for you. This way, you can easily decide which products you want to have delivered in a single shipment. Any items that you don’t select and that remains in your shopping cart can be completed in a new order at a later time. Shopping carts are stored for at least 30 days. You can also download the selection from your shopping cart as a PDF or CSV file.

Yes, your full order will be delivered at the same time. When you place your order, be aware that it won't be shipped until it is complete. You can see the estimated dispatch time for each product in your shopping cart. So your order will be dispatched at the latest estimated time of dispatch (ETD).

Once you've placed your order in the online shop, you can't split the shipment. We recommend taking the indicated shipping dates into account when placing your order. If you want your items sooner, please only select items with a delivery date that fits your schedule. You can then place a separate order for items with longer delivery times.

Orders within the Netherlands of over €500, excluding VAT, will be shipped free of charge. If your order is under this amount, we charge €47,50 for shipping.

For international orders, you can see the shipping costs for your order at checkout. The amount you see depends on the value of your order. That amount is calculated once you confirm your shipping address during the checkout process. In step 2, you'll see the final shipping costs. You can go back to your shopping cart and change your order at any point during the order process. It's only finalised once you confirm your order in step 4.

Yes, for each order we automatically calculate for you the related shipping costs. Shipping costs are based on the size of the order and the delivery location. Alternatively, you can choose to pick up your order free of charge at our warehouse in Aalsmeer, The Netherlands.

If the shipping costs for your delivery location aren't calculated automatically at checkout, you can choose between 2 options: 1. Pick up in warehouse and 2. Standard shipping - "rest of world". If you choose option 2, our Sales Support Team will invoice you for the costs.

All orders you place with us online can be found on your 'My Account' page. Here you can see the status of your order and easily add previously ordered products to your shopping cart again.

Absolutely. Select the "Pick up in warehouse" option at checkout. Our logistics department will let you know as soon as the order is ready.

Payment

You can choose which payment method you want to use in the payment step of the order process. We've partnered with a payment provider that offers a range of regional payment methods in addition to credit card payments.

If you didn’t pay immediately, you'll receive a pro-forma invoice with a payment link that will allow you to pay quickly and easily.
Our payment details are as follows:
Bank account: NL30 RABO 0348 0779 04
Account owner: Pols Potten B.V.
BIC: RABONL2U

Should you encounter any problems during the checkout process, please contact the POLSPOTTEN Sales Support Team. They'll be happy to help.

Direct payment is an hassle-free option to Trade customers with in advance payment terms. You can also choose the "pro-forma" option. If you choose this option, you will receive a pro-forma invoice with a payment link. We kindly request to pay this invoice as soon as possible, so we can start shipping your order.

At checkout, you have the option to pay directly online using one of the standard payment methods or to receive a proforma invoice. This proforma invoice contains a payment link, which can be used to easily pay the amount. Please note that paying for your order directly online or through the payment link on the proforma invoice significantly speeds up the processing of your order.

You can enter your discount code during checkout for your online order. It will immediately be deducted from the total owed.

Yes, you can. Make sure to fill in your finance contact person and email address in the My Account Section under "My Address". Your finance contact person will be copied in the emails that we will send you concerning invoice and payment information.

Yes, this is an option. Make sure to fill in your finance contact person and emailaddress in the My Account Section under "My Address". Your finance contact person will be copied in the emails that we will send you concerning invoice and payment information.

Changes and cancellations

Once you've confirmed your order in step 4 of the checkout process, it's final and can't be changed. Did you forget an item? Then you can place a new order.

Please contact the POLSPOTTEN Sales Support Team to cancel an order or an order line. They’ll help you find a workable solution.

On your 'My Account' page, you can request for a change in invoice and delivery address or request to change your contact details. If one of your colleagues wants to open a personal account with us, they first need to register online via our Trade onboarding form. Our Salessupport team will then add their details to your company profile and they will receive an automated welcome email with activation link. Please be informed that all requested changed on your ‘My Account’ page are manually processed by our Salessupport team. Your changes will be processed within in 48 hours in normal circumstances.