Customer service

DELIVERY TIME
ORDENING
GUARANTEES, EXCHANGES AND RETURNS
DELIVERING YOUR ORDER
PAYMENT
MY ACSI
PRIVACY AND COOKIE POLICY
TERMS AND CONDITIONS

DELIVERY TIME

As soon as your order has been dispatched you will receive a notification by e-mail. You can always check on the status of your order via 'My ACSI'. Click here for an indication of the delivery time.

ORDERING

Placing an order

Ordering with ACSI takes place in a few simple steps.
Create an Account
In order to place an order with ACSI you are asked to create a login for 'My ACSI'. An account will automatically be created via the purchase process. You can also go to 'My ACSI' at the top right of the page.

Finding an article

You can easily find a product, this can be done by typing the product name into the search box.

My ACSI

In order to place an order with ACSI you are asked to create a login for 'My ACSI'. An account will automatically be created via the purchase process. You can also go to 'My ACSI' at the top right of the page. The easiest way to avoid mistakes with your password is to 'Cut and Paste' the password that you will receive or have received.

Once you have logged in you can do the following:

Pay easily
View the status of your order
View earlier orders
Make changes to your address details
Unsubscribe to the newsletter and other product messages
Store several different delivery addresses to send an order to different addresses. Convenient for family and friends!

It is not possible to change your own password. You can request your password again by using the 'Forgot password?' button. Your password will be sent immediately to the e-mail address known to us. The easiest way to avoid mistakes with your password is to 'Cut and Paste' the password that you will receive or have received.

The status of your order

Status	Order
In progress	The order is received. Payment is verified.
Processing taking place	>The payment method has been checked. The order can be processed. Orders made before 10:00 will be handed over to the delivery company on the same day. You will receive an e-mail when your order has been dispatched.
Will be retained	The order cannot be fully processed.
Order dispatched	The order has been handed over to the delivery company. Click here for an indication of the delivery time.
Completed	The order has been dispatched and your payment has been processed.
Closed	The delivered order has been returned by the client, the amount paid has been credited to the client.
Cancelled	The order has been cancelled by ACSI.
Pending Ogone	The credit card payment process has begun.
Declined Ogone	Credit card payment has been declined. The order is 'in progress' and cannot be processed further at the moment.
Cancelled Ogone	Credit card payment suspended by the user.
Processed Ogone Payment	Credit card payment has been processe.

Guarantees, exchanges and returns

Guarantee

ACSI Publishing BV gives full guarantee against manufacturing faults provided these have been claimed within 7 working days of delivery. You should therefore send a message within 7 working days using the contact form, giving the name of the product ordered and a description of the fault or damage. You can also inform us by telephone or by writing to our return address within the period stated. If your complaint is upheld by ACSI the article will be exchanged. If the article is no longer in stock you will receive a refund.

Exchanging and returning

Purchases made via the ACSI Webshop can be returned within a period of 7 working days after delivery, provided the product is unused and still in its original packaging. Don't forget to enclose the original invoice/delivery note. ACSI Publishing BV will then refund the cost of the product in question, minus the delivery costs. You are responsible for paying the cost of returning a product. You can send your returned product to:

ACSI Publishing BV
Attn. Returns ACSI Webshop
Postbus 34
6670 AA Zetten
The Netherlands

Damage to your order

If you made a purchase via the ACSI Webshop and on delivery this article was damaged or defective, you can return the article to the return address within 7 working days in its original packaging and accompanied by the original invoice/delivery note. You will not receive a replacement article automatically. Once we have processed your remarks and your returned goods you will receive a confirmation within 7 working days. The payment liability for the article will terminate or any amount already paid will be credited to your account.

DELIVERING YOUR ORDER

Delivery

Check that your address is correct before placing an order. If you place an order with an incorrect delivery address, resulting in the product not being received, we will not send the product again, nor pay any refund or offer any sort of compensation. If ACSI receives an undelivered article via the postal services we will refund the total charge of your order, minus the delivery charges.

Delivery time

We will do our utmost to deliver the articles ordered as quickly as possible. All articles will be dispatched from the Netherlands. Click here for an indication of the delivery time. Orders for addresses within the Netherlands will be delivered by TNT and Selektvracht. Orders for addresses outside the Netherlands will be delivered by Swiss Post. Camp site guides and combined orders will be delivered as packages. Package delivery generally takes place later in the day than letter delivery.

Delivering your order and delivery time

As soon as your order has been dispatched you will receive a notification by e-mail. You can always check on the status of your order via 'My ACSI'. Click here for an indication of the delivery time.

Delivery charges

You will pay delivery charges per order. The delivery charges will be calculated in the ordering process, based on the total weight and the destination country. It may be that not all articles can be delivered at the same time. In this case you will receive the products ordered in separate deliveries. You will not incur any extra delivery charges.

Import or customs duties

For countries outside the EU any appropriate import or customs duties will be charged once the goods have arrived in that country. You as a customer are responsible for these charges, which vary from one country to another. The amount of any charges will be calculated by the customs authorities in the country where the order is delivered. If you want to know the extent of any duties you will have to pay, you should contact the customs authorities in the appropriate country.

Different delivery address

We can deliver your order to an address other than your home address. ACSI cannot however accept responsibility for deliveries to an address that is not your home address. If your order is not received at the other address, not your home address, ACSI will not give any refund or compensation, nor will it send the order again. Re-sending will only take place once a new order is placed.

Delivery to a holiday address

You can have your order delivered to the address of the camp site where you are, or will be going on holiday. Log in to 'My ACSI'. Complete the delivery address of the camp site in the 'Company' field, and fill in the exact details of the camp site. If necessary use a second address line. ACSI cannot however accept responsibility for deliveries to your holiday address. If your order is not received at the holiday address, not your home address, ACSI will not give any refund or compensation, nor will it send the order again. Re-sending will only take place once a new order is placed.

Experience has shown that addresses in Southern Europe must be exact. Mistakes in the address may lead to the order not being delivered. This is beyond the responsibility of ACSI.

PAYMENT

Payment

During the ordering process you will be asked by which method you wish to pay for your order. Payment possibilities vary by country.

Payment methods

There are various ways of making payments to ACSI. Payment possibilities vary by country.

iDEAL

Customers with a bank account in the Netherlands can pay by iDEAL. Using this method of payment you can process the payment directly through your own bank, assuming that your bank is affiliated to iDEAL. You will pay using a trusted internet banking environment, based on the specific payment methods of your own bank.

Direct debit

Customers with a bank account in the Netherlands can pay by direct debit. ACSI will collect the total payment of your order from the bank account you have supplied once your order has been received.

MisterCash

Customers with a bank account in Belgium can pay by MisterCash. Using this method of payment you can process the payment directly through your own bank, assuming that your bank is affiliated to MisterCash. You will pay using a trusted internet banking environment, based on the specific payment methods of your own bank.

Credit card (Visa, MasterCard and American Express)

You can enter your credit card details securely using our protected SSL procedure and we will ensure a correct processing with your credit card organisation.

Bankeinzug

Customers with a bank account in Germany can pay by Bankeinzug. ACSI will collect the total payment of your order from the bank account you have supplied once your order has been received.

On account
Take note: from the 2012 edition onwards it will not be possible to pay on account.

Payment reminders

If you receive a payment reminder it means we have not received payment (or part of it) from you. After you make a payment it can take 5 working days before your payment has been processed. If you have any questions about payment reminders, contact us using the contact form. Please include your order reference number.

An invoice with no amount shown

You will receive an invoice or a delivery note with your order. If no amount is shown, this means it is a delivery note. If an amount is shown, this is an invoice. On this is indicated whether payment for your order is already in process or whether you should ensure the transfer of the total amount yourself. If you have supplied both an invoice address and a delivery address you will receive the invoice by e-mail and your order at the delivery address with a delivery note, without the amount being shown.

PRIVACY AND COOKIE POLICY

Privacy policy

ACSI Publishing BV respects the privacy of all the users of its site and takes care that all personal information which you supply is handled confidentially. We use your details to assist your order to be dealt with as quickly and easily as possible. We will only make other use of these details with your permission. ACSI Publishing BV will not sell your details to third parties and will only make them available to third parties which are involved in the processing of your order.
ACSI Publishing BV uses the combined details to deliver the following services to its clients:

When you place an order we need your name, e-mail address, delivery address and payment details to process your order and to and to keep you informed of the progress.
To make shopping at ACSI Publishing BV as pleasurable as possible, we will store your personal details with your permission; details with regard to your order and the use of our services. In this way we can personalise the website and recommend titles which you may possibly be interested in.
With your permission we will use your details to inform you about developments on the website and about special offers and promotions. If you are no longer interested in these you can let us know by using the contact form.
When you create a login to 'My ACSI' with ACSI Publishing BV we will store your details on a secure server so that you do not need to fill these in for each new order.
Details on the use of our site and the feedback we receive from our visitors help us to develop and improve our site further.
If you decide to write an evaluation you can choose for yourself whether to add your name or other personal details. We are keen to hear the opinions of our visitors but we reserve the right not to publish anything that does not meet the conditions of our site.
If you respond to a promotion or competition we will ask you for your name, address and e-mail address. We will use these details to carry out the promotion, to announce the prize winner(s) and to measure the response to our marketing activities.

ACSI Publishing BV will not sell your details

ACSI Publishing BV will not sell your personal details to third parties and will only make them available to third parties which are involved in the processing of your order. Our employees and third parties engaged by us are obliged to respect the confidentiality of your details.

Your personal details are safe with ACSI Publishing BV

We value the trust you place in us and we therefore take great care of your details. When you place an order or consult your details in 'My ACSI', use is made of the most modern technology. Your details will be protected and handled confidentially at all times.

Non-personal, anonymous information

We accept that the other party (for example AddThis, which enables our content to be shared via the social media) may collect anonymous information when you make use of this party’s applications. This relates to non-personal, anonymous information which is obtained for example by means of a cookie.

Cookies

Cookies are small pieces of information which are stored on your computer by your browser. ACSI Publishing BV uses cookies to recognise you on a subsequent visit. Cookies allow us to collect information on the use of our services and to improve them and adapt them to the wishes of our visitors. Our cookies provide information related to personal identification.

If you have any questions about the ACSI Publishing BV Privacy Policy please make use of the contact form on the website. You have an undisputed right to make corrections to your details. Should changes be necessary to our Privacy Policy you will always find the most recent information on this page.

TERMS AND CONDITIONS

ACSI Webshop is an enterprise of ACSI Publishing BV, registered at the Chamber of Commerce in Arnhem under reference 10017059.
If you require more information you can contact the ACSI customer service using the contact form.
Internet: www.acsi.eu
Chamber of Commerce: 10142919
VAT: NL805927244B01

Applicable sales conditions

By placing an order via the ACSI Webshop you agree to these sales conditions. The order will be confirmed immediately by e-mail. Dutch laws and regulations apply to products sold via the ACSI Webshop.

Distance contracts for financial services

All articles sold on the ACSI Webshop via its own websites or via partner websites are subject to the Dutch 'Distance Contracts for Financial Services' law. This law offers consumers protection when purchasing products through the medium of the internet.

Product information

The most important characteristics of the products can be viewed when you click on 'more info' in the ACSI Webshop. You can use this option to read a more detailed product description and view a larger image of the article.

Prices

The sale price is shown below each product. If a particular product is on special offer this is shown in green. The regular price is then shown next to it with a diagonal line through it. Prices are quoted in euros including VAT and delivery charges.

Validity of special offers

Special offers are valid for as long as the articles and prices are shown in the ACSI Webshop at reduced rates. If an article is no longer available you will receive notification of this.

Submitting changes

You can change your own name, address and/or bank details via 'My ACSI'. If you do not yet have a login you can submit changes using the contact form.

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