Help & FAQ

Can I pay for products online?

You can pay online with your VISA or MASTERCARD or choose to swipe at delivery.

 

How long does it take to have my product delivered?

If you order online, we aim to have your order ready the next day. Your orders are handled by our staff during store opening hours. We will contact you before we start picking the order to allow you to make changes if necessary.  
  
For Pick-up: We aim to have your pickup order ready within one hour after the initial phone call and we always send an email when your order is ready for pick up in our Drive Thru.  
  
For delivery: We will discuss the delivery time beforehand, so you know when your items are arriving.  

 

When I choose delivery, do I have to pay delivery charge?

This depends on the size of your order. 
 
For orders containing only small/light items a Bbd$ 15.00 delivery fee applies, VAT included. 
 
Large/ heavy orders (building materials) have a delivery fee of Bbd$ 30.00, VAT included.

 

When will I be rewarded with Massy Points?

You will be rewarded with Massy Points from the moment you add your Massy Card number to your online account. A Massy Card number always begins with 32, 42 or 52 and has 11 digits in total. 

 

Can’t sign into your Kooyman account?

Please check if you are using the right username. Your username is the e-mail address you signed up with. In case you have forgotten your password, please click the link to reset your password Forgot Your Password.

 

Can I return products that I ordered online? 

Yes, you can return all online ordered products at the return desk in our store. Our 30-Day return policy applies, and you will need to bring your invoice. Without an invoice, returns cannot be accepted.  
 
For any returned item(s) up to Bbd$ 200.00 our standard operating procedure applies. This means you will receive a voucher when returning the items, which can be used for payments in store or can be exchanged into cash. If you have paid online with your VISA or Mastercard and the returned amount is over Bbd$ 200.00, Kooyman will issue a refund to your account within 7 working days. 

 

Can I cancel my order?  

Yes, you can cancel the order during the confirmation phone call. As soon as the goods have left the building for delivery the order can only be returned.  

 

What is the difference between the project list and the shopping cart?  

In the project list you can create your own quotations. You can create multiple project lists.  

The shopping cart is your online shopping basket, when you place items in the shopping cart, you can make an order at Kooyman.

When you choose ‘Pick up in our Drive Thru’ you can ONLY use the checkout system and pay using your credit card and when you choose ‘delivery’ you can pay at delivery via our mobile swipe device. We DO NOT accept cash for deliveries. We are not able to make reservations for your online orders. 

 

Can I see the complete Kooyman products range on the Kooyman website?  

Most of the product range is visible, be aware some new products still need to be added to the catalogue.  

  

Can my account have multiple users?  

In our online catalogue every individual can create an account. We are not offering accounts for multiple users in this online catalogue.  

 

Are prices including VAT?

Yes, all prices are the same as in-store and are VAT inclusive. 

  

What should I do if I did not receive the e-mail to validate my Kooyman account?  

In case you did not receive a confirmation email, we advise you to first check the spam-folder in your e-mail box. If it’s not there, please send an e-mail to customerservice@kooymanbv.com and we will help you resolve the issue.  

  

How do I contact Kooyman in case I have questions?  

You can contact us via the “contact” button, under Customer Service, at the bottom of each page. Fill out the form, please be as specific as you can, and we will get back to you. Make sure you type in your email address correctly for us to be able to respond.