Frequently asked questions

General

Can I become a Kersten customer?

We are a wholesaler and only sell our products to retail companies. Consequently, we only supply our products in wholesale quantities. If you would prefer to order smaller quantities we refer you to our Cash & Carry outlets.
Can I buy individual items from you?

No, that's not possible. We are a wholesaler, so minimum purchase quantities apply to most of our products; also, these minimum quantities differ per item. If you’re looking to buy a single vase, for example, we refer you to our Cash & Carry outlets.
Do you keep items in stock?

Below the item description you can see whether the product is in stock or not. If an article is not in stock you will be able to see whether it will become available again and when.
Are the prices listed in the online store the prices that apply to me?

Yes, the prices you can see in your account are the final prices, including your discount. However, shipping costs and VAT are not included; you will see these when you check out.
Can I buy on account?

Yes, but the first order must always be paid in advance. After that you can apply for a line of credit through our credit provider that will allow you to pay in advance.
Do you have a showroom?

Yes, we do. Our building in Nieuwegein features a 1200 m² showroom that you can visit by appointment. You can also visit the showroom virtually. To make an appointment please contact your account manager or e-mail us on info@kerstenbv.nl.
What can I expect to see in your showroom?

In the showroom we present our entire collection. Twice a year we set up an entirely new showroom with items for the coming seasons, but also a selection of items that are available immediately.
Who can I contact about acquisition options?

Please e-mail us at info@kerstenbv.nl. If we are interested we will be in touch.

Cash & Carry

I purchased an item in a Cash & Carry outlet but it is faulty. What do I do?

Please contact the Cash & Carry in question directly. They will be able to help you with their complaints and returns procedure.
Do you have a particular item in stock at Tica or Trends & Trade?

For information about stock items at Tica or Trends & Trade we recommend that you contact the Cash & Carry in question directly.
Where can I purchase items directly?

No, that's not possible. Orders placed directly with Kersten can only be delivered to a specified address, not to a Cash & Carry.
Can I place an order with you, pay for it and then pick it up at a Cash & Carry outlet?

By visiting one of our associated Cash & Carry outlets, including Tica in Aalsmeer or Trends & Trade in Venlo. For further information please check out our Cash & Carry page.

Cash & Carry's
Can I order an item from a Cash & Carry outlet?

Yes, you can. Please contact the Cash & Carry in question.

Delivery

I have received a faulty item or a wrong quantity. What do I do?

We're sorry something went wrong with your delivery. Please send the item number and some pictures illustrating the problem to customersupport@kerstenbv.nl and we will contact you as soon as possible.
What is the minimum order amount for free delivery?

Want to know the terms vor free delivery in your region? Read them here.
Can you deliver within a certain time frame?

In some cases we can so please indicate your preference when you place your order. We will contact our transport company and get back to you with the options. If you have any special delivery instructions please let us know as well.

Contact

I'm close by, can I pick up my order from you in Nieuwegein?

No, that's not possible. If you want to take items with you we refer you to one of our Cash & Carry outlets.

Order

When will my order be delivered?

If all the items in your order are in stock we will deliver as soon as we can. When we confirm your order we will always give you a delivery time. If items from your order will be arriving at different times we will make the appropriate arrangements.

Contact
I have a number of items on backorder, when can I expect them to arrive?

Please call us on +31 30 600 1800 or send an e-mail to your designated contact person.

Contact
I have a number of items on backorder that I want to cancel.

Please call us on +31 30 600 1800 or send an e-mail to your designated contact person.

Contact
When are items from my order expected to come in?

Please call us on +31 30 600 1800 or send an e-mail to your designated contact person.

Contact

Account registration

I’m trying to register for an account but the system is not accepting my VAT number. What do I do?

Two years ago a number of VAT numbers were changed. Please start by checking the VAT Information Exchange System ( VIES) to make sure you are using the correct VAT number. If the system still refuses to accept the VAT number, try to enter it without NL and without spaces. Still having problems? Please contact us on +31 30 600 1800 or info@kerstenbv.nl. It’s not possible to register with us without the VAT number.
I would like to register but I don't have a website. Is that a problem?

No problem! A link to a Facebook/Instagram/social media account is sufficient. Do you not (yet) have one of those either? Just enter a fictitious link, for example www.nowebsite.com.
I registered a while ago but I'm still not seeing any prices. Why is that?

After you register, one of our staff will contact you via e-mail or by phone. Please always check your e-mail, including your spam. It may be that one of our account managers has a question for you and the registration can't be processed until it has been answered.