Delivery & shipping with Whoppah

Courier Service: Convenient and Simple!

When you make a purchase, we offer the option to have it delivered to your doorstep via Whoppah. Our partners are experienced transporters and known for their helpfulness. Follow these steps to utilize the Courier Service:

1. During checkout, you can indicate that you'd like to use the courier service.
2. Complete the payment, and we'll take it from there.

Here's what happens behind the scenes:

• First, the seller receives a notification that the  Courier Service is being utilized. The seller can then schedule a suitable pickup time.
• Once this is done, you, as the buyer, will receive an email regarding the delivery schedule.

We ensure that the item is collected from the seller. 

Can I book a courier after my item has already been paid for? 

It may happen that you do not manage to collect the item yourself, even though the option for transport via our experienced courier partners was shown for your item at the time of purchase.

You can then book this option after you have already paid for the item. Please contact Whoppah for this, so we can go through the steps with you.

Contact Whoppah

Outside the Netherlands, Belgium, and Germany:

Whoppah is currently only offering transport solutions in the Netherlands, Belgium, Germany, France, Italy, Czech Republic and Poland. If you reside outside of these regions, we are more than happy to assist you, and we can refer you to a logistics partner or help you discuss a suitable solution with the seller. We aim to accommodate all your needs.

Whoppah offers the option of transport via Brenger for the Netherlands & Belgium.

Brenger is a transport platform that takes your item from place A to place B on a chosen day.
When you checkout your item, you will see if the option is available for your item and you can also purchase it directly via Whoppah.

Delivery steps

1. As a buyer, after checking out your item, you can directly select 5 preferred delivery dates.
2. The seller will receive a message with your preferred dates and can choose a date or suggest alternatives.
3. Once a date is chosen, the details are automatically transferred to Brenger.
4.  Brenger keeps you informed of the next steps, including a time window on the delivery day itself.
   
   

Does Brenger deliver with 1 or 2 couriers?
The number of couriers depends on the purchased item's dimensions. In most cases, it will be 1 courier.

Is my item insured during transport with Brenger?
Yes, items are covered for damage in transit up to € 1,500. If damage occurs during transport, Please contact Brenger.

How to report changes?
If you need to inform Brenger about something important during the item's collection or delivery, you can contact Brenger directly after scheduling the delivery day. 

Remember to inform the buyer or seller via the chat  so that everyone is aware of the next steps.

What to do in case of transport damage with Brenger?

If damage occurs during transport, please see this article.

As a business seller, you have the option to manually set a 'Custom Shipping Price' for each item you list. While creating your ad, you will encounter a section where you can input your preferred shipping cost. Please note, once you set a custom price, you are obligated to deliver the item for that amount, regardless of the buyer's location. If you choose to use our transport partners, the shipping cost will be calculated and fixed by us. However, for private sellers, the option to set a custom shipping price is currently unavailable.

If you have received an email from our courier partner regarding the delivery of your package, you have the option to directly contact them to arrange a different delivery date if necessary. 

However, please note that our courier partners carefully plan their routes, so we advise only changing the delivery date in exceptional circumstances. 

If you have not received a new date from the delivery company or if your package does not arrive as expected, please contact us so we can assist you further.

When you add an item to your basket, you will be prompted to log in. After logging in, you will be presented with options for collection and delivery, provided by our trusted courier partners. The available options indicate that it is possible for your item to be picked up and delivered. You can also choose the 'Pick up from seller' option if you prefer to collect the item yourself. Please note that additional costs may apply for certain delivery options. After placing your order, you will be contacted to arrange a suitable pick-up or delivery date. If you have any further questions about this process, please don't hesitate to contact us.

At Whoppah, our courier partners provide door-to-door delivery to ensure your purchased item arrives safely at your home. Please note, the extent of assistance provided by the courier in moving your item inside your home can vary. 

While our couriers are generally able to help, it is not guaranteed they can lift the item inside or place it in a specific location within your home. This service is dependent on the courier and the specific circumstances at the time of delivery. Therefore, we recommend you to make clear delivery arrangements in advance and, if necessary, arrange for additional help to move larger or heavier items. 

It's also important to remember that our standard delivery service is to the ground floor only. If you require delivery to another floor, we recommend contacting the courier partner in advance to check if they can assist, which may incur additional costs.

Our courier partners typically operate alone. If you require additional assistance for pick-up or delivery of items, please indicate this in the communication you receive from us or directly to the courier partner. Please be aware that additional costs may be incurred for extra courier services. Our couriers are not responsible for packaging items or ensuring their safe transport. If you have any concerns about the courier assigned to your order, please contact our customer support.

The estimated delivery times for each item can be found on the specific product's page. Delivery times may vary based on the item and its finishing. Please note, delivery times are calculated from the date of order confirmation, not the date of order placement. If you need further assistance or information regarding the delivery status of a specific product, please contact our customer service.

When the buyer has chosen to transport with our experienced courier partners , both the seller and the buyer will receive communication about the next steps.

Whoppah will inform which courier partner has been selected and what to expect. The courier partner will then send a proposal for collection and introduce itself. Scheduling is done based on efficiency and most sustainable route, which is why the partner likes to propose a day and time first.

You don't have to stay at home all day. You will be notified the day before at 13:00 with a timeframe of 2-4 hours.

We work hard to make this more and more predictable. However, furniture logistics can sometimes delay or speed up depending on location, weight and type of item. Thank you for your flexibility and understanding.

If you are unable to collect your purchased item yourself, you may opt for our courier service even after the item has been paid for. The transport costs will be calculated separately and billed by our logistics team. 

To avail this service, please contact Whoppah following your purchase. We will guide you through the necessary steps to book the courier service. Please note that you will need to select the 'Pick-up' option during the checkout process when purchasing your item on our platform.

The courier cannot be booked for certain items due to the size and scope of the items. The seller may also not have selected this option when creating their listing. Here are some reasons why this is not possible:

1. Size/Size

2. Self-disassembly

3. Safe Transport

It's also possible that the seller did not select courier delivery as an option when creating their listing. However, you are free to arrange delivery yourself by discussing in chat with the seller and hiring a courier. Please note that in certain cases, like if we do not operate in your area, you might be responsible for arranging transportation and settling the costs with the buyer.

Whoppah works with various logistics parties that carefully transport the items from A to B. Is there transport damage and was the item not delivered by Brenger or by post? Then make sure you report it within 48 hours via our damage form . If you report the damage after 48 hours, we cannot process the claim. Indicate in the Whoppah Chat that something is wrong with the item so that the payment to the seller is paused.

Delivery with Brenger

If your item was delivered with Brenger, please contact Brenger directly. They have the same policy that damage claims are processed within 48 hours . Indicate in the Whoppah Chat that something is wrong with the item so that the payment to the seller is paused.

Delivery by post

To generate shipping labels for parcel post, we work together with Wuunder. If the parcel is lost or damaged during transport, they can start a claim with the relevant shipping company. In this case, the seller must send an email to info@wearewuunder.com with the following information:

• Track and trace the package
• Purchase/Sales invoice with value (downloadable in your Whoppah account)
• A description of the packaging (color, logo, tape, straps, labels, etc.)
• A description of the content
• A signed transfer form (only if the shipment has never been scanned by the carrier)
• Photos of damage at least 3 photos (outside of package with label legible/visible, inside of package including how item is wrapped, damage to item)
• Please state in the email that you have sent a package via Whoppah

For any damage, the compensation and insurance conditions of the relevant parcel service apply. Below are the General Terms and Conditions and indication of compensation in case of loss/damage:

• PostNL ( General terms and conditions ) - PostNL reimburses on the basis of AVC/CMR. Domestic approximately 3.40 per kg. International transport = SDR 8.33
• GLS DE ( General terms and conditions ) - Own risk of 50 euros purchase value. Up to 500 euros for lost or damaged parcels.
• DPD ( General Terms and Conditions ) - Up to €520 for lost or damaged parcels
• DHL ServicePoint/DHL Home Delivery ( General Terms and Conditions ) - DHL ServicePoint/DHL Home Delivery reimbursed on the basis of AVC/CMR.
  Domestic approximately 3.40 per kg. International transport = SDR 8.33
• UPS Access Point ( Terms & Conditions ) - Up to €85 for lost or damaged packages.

Please note that you must provide Wuunder with the details within 7 days so that they can file the claim within the deadline set by the shipping parties. Indicate in the Whoppah Chat that there is something wrong with the item so that the payment to the seller is paused.

If you choose the courier option for transporting your item, packing is not mandatory. However, we highly recommend you protect any vulnerable parts and corners of the item in advance. This helps prevent any damage during transport and contributes to a more sustainable world by ensuring your item can be enjoyed by its new owner for many years to come.

If your delivery requires the use of a removal lift, you have the option to arrange this service yourself or request it from our courier partners. Please contact the courier company associated with your order to arrange this service. Contact details for our courier partners can be found in the email we sent you after your purchase. If you require any further assistance with this, don't hesitate to reach out to us.

Do you have a question about a planned transport? You can contact our delivery partners directly for the following matters:

• Updates about the collection or delivery of your item

• Request changes to the schedule

• Additional services, such as:

  • Pick up or delivery on a floor other than the ground floor

  • Arranging a moving lift

  • Additional couriers if you are unable to have the item ready on the ground floor or if the item is very heavy

They aim to help you as quickly as possible, so don't hesitate to contact them.

NB:

In principle, one courier will come to pick up the item. The item must be ready on the ground floor on the day of collection. For more information about which delivery partner is linked to your purchase/sale, we refer you to the email you received from us with the title:

→ It's almost here! Your item will be delivered by this delivery partner (for buyers)

→ It's almost here! This delivery partner will pick up your item (for sellers)

This email contains all the details about what you can expect from the collection or delivery.

Contact delivery partner

If you want to contact the courier company, please don't forget to mention the exact title of the item.

Contact details:

We support standard delivery to and from 

• the Netherlands
• Belgium
• France
• Germany
• Italy
• Poland
• Czech Republic
• Denmark
• Austria
• Hungary
• Spain
• Portugal
• Sweden (up to Stockholm/Uppsala)
• Switzerland (only inbound transport, not outbound)

We will add the following countries in the near future:

• Slovakia

Please note that if the country isn't listed yet, we're still working on adding the country to our platform. Please follow the instructions below to make the purchase and arrange transport with the seller.

Have you discovered a pearl and would like to have it delivered, but your country is not listed?

You can then arrange transport with the seller by yourselves. In order to proceed to payment please choose "pick up" as delivery method. After payment it will be possible to share contact details.