Our frequently asked questions

Received

When will my shipment be delivered?
The day before delivery and on the day itself, you will receive an e-mail with a time indication for delivery. In addition, you can follow the progress of your shipment via our Track & Trace system: my.vanduuren.com.

What do the Track & Trace statuses mean?
Arrival HUB: Your shipment has arrived safely at our depot

On hold, delivery on appointment: Your shipment is currently under storage in our warehouse and will be delivered as soon as a delivery appointment is scheduled

Scheduled for Delivery: Your shipment is scheduled for delivery

Estimated time of arrival: The evening before the delivery we will inform you by e-mail and via Track & Trace about the time of delivery

Out for Delivery: The delivery driver has loaded all the consignments and will begin his route

Delivered: Your shipment was delivered without any problems

Address closed: No one was home during delivery

With the status ”Scheduled for Delivery” and ”Estimated time of arrival”, you can see on which day your shipment will be delivered and the expected delivery time by clicking on the status.

Does the driver assist with unloading my shipment?
Yes, the driver unloads all shipments himself. For larger shipments, the driver has a pump truck at his disposal.

To where does the driver deliver my shipment?
Our drivers will deliver on the ground floor up to the first threshold. In the case of a flat or flat, this will mean that you should accept the consignment at the first door, usually the portal. The driver is not allowed to lift or carry shipments due to the Occupational Health and Safety Act.

What happens if I am not at home when the delivery takes place?
If you are not at home when our driver comes by, your shipment will be returned to our depot in Vianen. Your shipment will never be delivered to your neighbours or your doorstep without permission. You will be contacted for a new delivery appointment.

Can my shipment be delivered to a neighbour?
Yes, you can choose to have your shipment delivered to your neighbours. You can inform us by sending an e-mail to partnersupport@vanduuren.nl. We advise you to include the shipment number for quick processing.

How can I change the delivery appointment?
If the delivery appointment is not convenient, please let us know by sending an email to partnersupport@vanduuren.nl with your circumstances and your preferred date. Our staff will ensure that your delivery appointment is adjusted. You will receive a confirmation e-mail immediately afterwards.

Is it possible to have my package delivered to another address?
No, unfortunately this is not possible. For a change of address, we advise you to contact the shipper. Only they are able to do this.

The sender would like me to check the shipment before signing, will the driver wait?
No, unfortunately our driver cannot wait for you to unpack and check the shipment due to the tight time schedule for other shipments. If a shipment is found to be damaged upon delivery, please report this to the party you ordered or received the shipment from. They will find a suitable solution with you.

Who is responsible once the parcel is delivered to the agreed location?
Once the shipment has been delivered to the agreed place, you are the one responsible for it. Therefore, make sure you communicate a safe place.

What can I do if I have received a shipment that is not meant for me?
If you have received a shipment not meant for you, please contact us by sending an email to partnersupport@vanduuren.nl. We advise you to include a photo of the label of the wrongly received shipment and the shipment number of the correct shipment for quick handling.

 

Returns

How can I return my package?
Van Duuren is a transport company that delivers consignments for its customers and partners. Should you wish to return your received consignment, we kindly ask you to pass this on to the party you ordered from. They will arrange the return and possibly arrange to have Van Duuren collect the parcel from you. Should this be the case, we will contact you to make a collection appointment.

 

Complaints

Where do I file a complaint regarding delivery?
First of all, we find it very unfortunate that you have a complaint about the delivery. Our sincere apologies for this!

To make a complaint about the delivery of your shipment, please email partnersupport@vanduuren.nl. We take complaints very seriously and deal with them immediately.

What should I do if I have received my shipment with damage?
If you notice damage when you receive your shipment, you should report it to the sender (the company where you placed the order in question). We also kindly ask you to e-mail your situation and photos of the damage to partnersupport@vanduuren.nl.

Can I get compensation for a lost or damaged shipment?
Yes, depending on the situation, you may be eligible for compensation. Please fill in our complaint form for further instructions.

General

Who is Van Duuren?
We are a family business that focuses on transport, import and export within the logistics services sector. On behalf of our partners and customers, our drivers deliver your consignment to your home.

What is a shipment number and where can I find it?
A shipment number is a unique identification number assigned to a specific shipment that allows tracking of the shipment’s progress and location in transit. This number can be found in all e-mails sent to you. In addition, the sender also has the shipment number. You can request this from them if necessary.Wat zijn de bezorgdagen –en tijden van Van Duuren?

When do Van Duuren deliver?
We deliver every working day between 08:30 and 17:00