Big Dutchman | Questions and Answers

Customer account

What can I do if I forgot my password?
Request a new password by clicking on “Forgot password?” and enter the email address you used when you registered. We will send you an email with a link to reset your password. After you have changed your password successfully, you will receive another message. Your previous password will no longer be valid after this process.

Can I add a new shipping address?
You can add a shipping address during the order process. Either enter a new address or select an existing address from previous orders.

Where can I review my orders and invoices?
Go to the myBigDutchman customer portal. Under "Orders", you will find all of your orders. The tile “Invoices” shows all invoices, starting from 2019.

Order and delivery

I am not a Big Dutchman customer. Can I still place orders?
Of course you can also purchase our products if you are a new customer. Simply follow the steps to register as a new user by clicking on "Register now".

How can I find out whether an article is immediately available?
The coloured dots below each article indicate its availability:

In stock: This article is available and in stock; standard delivery period.

Available for order: This article can be ordered, but is not in stock; extended delivery period.

On request: This article is only available upon request; individual delivery period.

Did you receive my order?
After you send your order, you will see the message "Thank you for your order". Additionally, an order number will be displayed. We will also email an order confirmation that shows your entire order. You can review all information and the current status of your order at any time in the customer portal under "Orders". If you have issues or questions regarding your order, please do not hesitate to get in touch with us.

How can I cancel an order I have already placed?
You may cancel an order as long as it has not been picked and packed. If you notice an error in your order, please call us immediately. We will try to find a solution with you. Orders that have already been picked and packed cannot be cancelled, however.

How can I use the fast article upload for an order?
For advanced users, we offer the option of adding multiple articles to the shopping cart at once. This can be helpful if you need to order the same articles time and again. For the fast article upload, simply create a CSV file using Excel. This file should be structured as follows:

First column with heading "sku" (for the article numbers)
Second column with heading "qty" (for the article quantity)

Example:
sku | qty
25-17-8758 | 2
11-21-1235 | 4

Save this file in the CSV format. Make sure that the columns are separated by a comma. The CSV file should look like this:
sku,qty
25-17-8758,2
11-21-1235,4

A sample file is available for downloadhere

What is the spare parts finder?
The spare parts finder is an innovative tool with which you can order spare parts quickly and easily. Detailed visualisations and intelligent search functions will help you around-the-clock to find the correct spare parts and to buy them rapidly. Spare parts such as sliding shut-offs for feed pans are easy to find based on detailed drawings. You can then add the spare parts you need and any other articles to your cart and order them through the normal order process. If you have additional questions about how the spare parts finder works, please do not hesitate to contact us.

What is the "My articles" function used for?
"My articles" shows you a list of the articles you have ordered in the past – irrespective of how we received the order. Good for you: you save time and can easily re-order the articles you need. Using the filters, you can for example filter for the order date to make the search easier.

I am looking for a specific article. How do I find it?
The fastest option is the search field at the top of the screen. You can use this field to search for articles numbers or product names. If you know the article number, enter it into the search field. As an alternative, enter the article name. A selection of the first six articles is then displayed as the search result. Click on "Show all results for ..." to see the full result list for your search. If no search results appear, check your spelling, try a more general term or a synonym. You can also navigate through the category structure. For example, click on "Climate technology" and continue with one of the sub-categories. If you are unable to find your article, please contact us.

How do I use the article identification?
Would you like to re-order an article but do not know the article’s number and name? No problem: just upload one or more photos of the article. We will be happy to identify the article for you and will contact you as soon as we have. Select photos of the article or use the camera of your smartphone or tablet. You can also add a comment. If possible, please also upload a photo of the batch card. This will help our service team identify the article. Please only send one article per request.

Can I ask for article identification using my smartphone?
Of course you can also install the article identification app on your smartphone according to the installation instructions.

Can I pick up my order myself?
Of course you can also pick up your order from our premises without any additional costs. Depending on availability, orders can be picked up between 8 a.m. and 4.15 p.m. (Mon – Fri) from Spare Parts Service, Auf der Lage 2, 49377 Vechta, Germany. Select "Pickup by customer" in the order process. Please contact us to make an appointment so we can ensure that your articles are ready for pickup when you arrive.

How fast can Big Dutchman ship?
We offer two shipping options:

Standard delivery: Orders we receive by 12 noon (Mon – Fri) will be dispatched as quickly as possible. Delivery usually takes 2 to 5 working days.

Express delivery: Orders we receive by 12 noon (Mon – Fri) will usually arrive by 8 a.m. on the next working day.

Delivery of individually packaged goods usually takes 2 to 5 working days. Total weight of the order > 30 kg, longer than 1.5 m.

All shipping options are subject to the availability of the article.

Payment

Which payment methods are available?
You can currently only purchase on account. We will add further payment methods shortly. We kindly ask for your understanding that we may not be able to offer specific payment methods in the future.

Return deliveries

Can I return opened goods?
We only accept complete, undamaged and originally packaged BD articles as return deliveries because this is necessary for re-use.

Can I return articles that may be covered by warranty?
Such goods can only be returned when the order number is included. To check the warranty claims (especially for pumps, medicators, compressors, etc.), these articles must be fully empty, clean on the inside and the outside, and not contain contaminants or deposits. You are only eligible to make a warranty claim if you complied with the provisions in operation and assembly manuals as well as on maintenance boards (e.g. inspection intervals, oil change intervals, etc.).

For how long can I return articles??
Articles that are returned to us must be part of current orders and not be older than 14 days.

Are there circumstances which fully exclude return deliveries?
Goods from regions with active epidemic warnings must not be returned and will not be credited.

Can I return my articles myself?
Articles can be returned in person Monday to Friday, between 8 a.m. and 4.15 p.m. Please notify us in advance of larger return deliveries (e.g. a full trailer) so we can guarantee fast unloading.

What does a return delivery cost if the case is more complicated?
For complicated return deliveries, we reserve the right to charge a handling fee of up to 10 %. This fee is deducted from the credit note subsequently.

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