Frequently asked questions

I have a question that is not listed here. What should I do?

Ordering and payment

1. How can I place an order?

All products in the Dominoids Webshop are stocked by Keiretsu Europe BV in Rotterdam, Netherlands, and bear the Dominos logo.

If you want to purchase an item from Dominoids webshop, you can use the menu categories to view and order the relevant item. Orders are processed via a standard ordering process.

- You make an order by first adding items to your shopping basket at Dominoids webshop.

- You then click "Checkout". You must then log in or register.

- If this is the first time you are using Dominoids webshop, you must enter a few details about yourself in order for us to proceed with your order (see: “How do I register?”).

- If you have used Dominoids webshop before, you must use the e-mail address and password that you entered when registering. Once you have registered, you have the option to enter an alternative address for delivery of your order. Once you have confirmed your order and the delivery address, you must confirm that you have read and agree with the terms and conditions of delivery for Dominoids webshop.

Then click "Place order".

Once you have entered the payment details and have clicked "Place order", we will confirm your order by sending you an e-mail.

Prior to clicking "Place order", you can change your order or cancel the whole order at any time from the page showing your order details.

2. How can I remove an item from my order?

If you have not yet placed the order, you can remove an item from the shopping basket by clicking "My shopping chart" at the top or bottom of the page.

Your order is then displayed. You can remove an item by clicking the dustbin icon next to that item.

You cannot remove items from your order after you have entered your payment details and we have confirmed your order.

3. How can I change the number of items in my order?

If you have not yet placed the order, you can change the quantity of an item in the shopping basket by clicking "My shopping chart" at the top of the page.

Your order is displayed and you can change the quantity by entering a different number in the "Quantity" field for the relevant item. Once you have entered a new number, you must click "Update shopping basket" to update your order.

You cannot change the quantity of an item once you have entered your payment details and we have confirmed your order.

4. How can I cancel an order if I change my mind?

You can always cancel you order, provided you have not yet entered your payment details. Once your payment details have been submitted and we have confirmed your order via e-mail, you can no longer cancel your order online.

You can, however, always return your order within 14 days of receipt of the order. See also 5: Reimbursement and returns

5. What payment methods do you accept?

Pay-pal

Credit card (Visa, MasterCard, and American Express)

You enter your credit card details using our secure SSL procedure. We and your credit card issuer will ensure that the information is handled correctly. Your credit card is billed the moment an item is shipped.

6. Do I have to pay VAT?

No VAT will be charged when the delivery and invoice address is a VAT registered company outside the Netherlands. Each franchise company of Domino’s is a VAT registered company.

For orders placed through the shop from Dominos countries within the EU (i.e., excluding Switzerland), VAT will only be charged for employee orders.

As Keiretsu Europe BV is registered in the Netherlands, the Dutch VAT rate of 21% will be charged on top of the employee order amounts.

7. How can I order products I need that are not available on the webshop?

If your desired product is not available on the Dominoids webshop, there is the possibility to request a special production. This means Keiretsu Europe BV can produce the products you need for a specific purpose such as an event and deliver to the desired location. To start this process, you can either call us, send an e-mail or fill in your contact details in the “Contact” page in this webshop:

E: support@keiretsu-europe.nl
T: +31 (0)10 208 08 08

After Keiretsu Europe BV has received your inquiry, you will be contacted directly to go over all details.

8. Do I need to pay import duties for my order?

Recipients of international shipments may be subject to import taxes, fees, and customs duties (hereafter, "Import Fees"), levied by the customs office of your shipping destination. Import Fees vary according to the customs regulations of the destination country. Components that play a role in Import Fee calculations made by custom offices are (among others):
- Product category and price
- Shipping costs and package weight
- Customs clearance channel
- Import taxes based on custom duty amounts
Customs policies vary widely, and some countries don't charge Import Fees for shipments that fall below a minimum value. Contact the customs office of the destination country for more information.
The recipient is the importer of record and must comply with all applicable laws and regulations of the destination country. Customs delays can affect original delivery estimates.
Your order is being shipped from The Netherlands.

Your account

1. Why must I register to order from dominoids-shop.de?

The product range at Dominoids webshop is available to everybody and the prices are consumer prices that include VAT.

You can create your own account on the Dominoids website. You can do this in “My account” prior to placing an order, or during the ordering process before checkout.

2. I have forgotten my password. What should I do?

If you have forgotten your password, click on "Forgotten password" on the login page.

We will send a new password to the e-mail address you used during the registration process.

For security reasons, we advise you to change your password to a password that you can easily remember when you want to log in to your account.

You can change this at any time by logging into your account on the "My account" page at Dominoids webshop.

Privacy and security

1. What do you do with the details that I enter on the dominoids-shop.de website?

We store the details you enter during the registration procedure at Dominoids webshop so that your orders can be processed as efficiently as possible. We do not do anything else with your data.

2. Will you pass my details to third parties?

No. Keiretsu Europe BV and Domino’s respect the privacy of all users of Dominoids webshop and we handle personal information confidentially.

3. Will my details be stored securely?

Yes. Keiretsu Europe BV and Domino’s take all reasonable and practical steps to store your details in a secure, protected way. Personal information is sent across the Internet in coded form and stored at a secure location.

Delivery

1. How long does it take for my items to be delivered?

Delivery times for standard shipments is between 24 and 48 hours.

2. What are the delivery costs?

Charges are applied for each delivery box. One delivery box can carry a maximum of 30 kg. This is automatically calculated based on the selected products in the online shop. The shipping costs are displayed before you send an order in the shopping cart.

3. Can my order be delivered to a different address?

Yes. You can change the delivery address before reaching the payment page. Tick "Deliver to a different address" on the "Order" page.

Enter the new address and click on "Proceed" to save this. The new delivery address is then displayed on the "Order" page.

4. Can some items in my order be delivered to a different address?

No. Only one delivery address can be entered for each order. If you want items to be delivered to several addresses, then please place separate orders for each address.

Reimbursement and returning goods

1. An item in my order is faulty or damaged. How do I get my money reimbursed?

An order can be returned free of charge within fourteen days of receipt if it is defective or damaged. The costs for return will be paid by Dominoids webshop. You must send an e-mail to support@keiretsu-europe.nl giving the order number, your account number, the name of the account holder and the reason for return. After receipt of the returned goods, the cost of the goods will be reimbursed to the account holder.
All returned products must be in the original packaging. Returned products must be sent back with the original invoice, delivery note or fax, and return note.

2. I have ordered the correct item, but it does not fit. Can I get my money back or exchange the item?

You can exchange and return an item within 14 days of receipt of the order.
All returned products must be in the original, unopened packaging, must be undamaged and must be suitably packaged for return shipment. The products must be suitable for resale. Returned products must be sent back with the original invoice, delivery note or fax, and return note.
Repair and replacement costs will be incurred if the returned products are damaged or missing. This can affect the level of reimbursement.
When returning goods to Keiretsu Europe BV, the administrative and delivery costs paid for by the account holder when ordering the product are offset against the amount to be reimbursed. An order can be changed free of charge within fourteen days provided the order has not been shipped.

3. How can I return an item or order if I change my mind?

You can exchange and return an item within 14 days of receipt of the order.
All returned products must be in the original, unopened packaging, must be undamaged and must be suitably packaged for return shipment. The products must be suitable for resale. Returned products must be sent back with the original invoice, delivery note or fax, and return note.
Repair and replacement costs will be incurred if the returned products are damaged or missing. This can affect the level of reimbursement.
When returning goods to Keiretsu Europe BV, the administrative and delivery costs paid for by the account holder when ordering the product are offset against the amount to be reimbursed. An order can be changed free of charge within fourteen days provided the order has not been shipped.

4. Where can I find the order number so that I can return an item?

The order number is indicated on the order confirmation and the dispatch confirmation e-mail that you received after placing your order. You can also find your order number by going to Dominoids webshop Click on "My account" and log in to the webshop. Click on "My orders" and look for the order number in the list.

5. Who pays the costs for returning an item or order?

When returning goods to Keiretsu Europe BV, the administrative and delivery costs paid for by the account holder when ordering the product are offset against the amount to be reimbursed. An order can be changed free of charge within fourteen days provided the order has not been shipped. In case of a regular return, you can return the goods to our warehouse: Keiretsu Europe B.V., attn: ordernumber, Delftweg 104b, 3043NA, Rotterdam, the Netherlands.
In case of a return based on guarantee, packing errors, damaged products during transportation, a pickup at your office location will be scheduled by Keiretsu. Please contact our customer support department, and they will communicate this with you.

6. What if there is a fault within the order?

When there is something fault within the order you can contact Keiretsu Europe.

These are example cases:

Return Label: Customer may return all box or just incorrect items

Missing items: Keiretsu Europe will send missing items free of charge

With a delivered surplus, the customer may keep the items in consultation with us (with one or more items)

Size will not fit: Return and new item will be send free of charge.

I have a question that is not listed here. What should I do?

Dominos Merchandise Support
Delftweg 104B
3043 NA Rotterdam

Telephone: +31 (0)10 208 08 09
Fax: +31 (0)10 208 08 09

E-mail: support@keiretsu-europe.nl

The Dominos Merchandise Support team will be happy to answer your questions.