Orders
Will my order be shipped today?
Yes, orders placed on a working day before 11:00 will be shipped the same day. This means you will often have your order the next day.
Do I get free shipping?
Yes, we offer free shipping for all orders within Germany. You will not pay any additional shipping costs, regardless of the size of your order.
Can I change or cancel my order?
As long as your order has not been shipped, you can change or cancel it. Please contact our customer service via email or phone as soon as possible so that we can help you.
What is the status of my order?
You can check the status of your order by logging into your account and going to your order history.
View here : Order status
Can I pick up my order at your warehouse?
Yes, that is possible! Our warehouse is located at Hanzeweg 41 in Deventer. Contact our customer service to make an appointment.
How do I know if my order has been processed?
Once your order has been processed, you will receive a confirmation email with all details and a track and trace link.
What should I do if my order arrives damaged?
Please contact our customer service directly via the contact page, add photos of the damage so that we can provide a suitable solution.
Payments
Which payment methods can I use?
You can pay via iDEAL, credit card (Visa, MasterCard), PayPal, Klarna or bank transfer. All payments are safe and reliable.
Can I pay afterwards?
Yes, post-payment is possible via Klarna. You can receive your order first and pay later, so you know for sure that everything is to your liking.
Is my payment safe?
Yes, all our payments are processed via a secure payment environment. We use encryption and other security measures to protect your data.
Do you accept gift cards or discount codes?
Yes, you can enter a valid discount code or gift card during the checkout process.
Is my payment information safe with you?
Absolutely. We use a secure payment system that meets the highest safety standards.
What happens if my payment fails?
If your payment fails, you will receive a notification. You can try again or contact our customer service.
Returns
How can I return a product?
If you wish to return a product, please contact our customer service or follow the return instructions included with your order. Make sure the product is in its original condition and packaging.
Do I have to pay the return costs?
If you want to return a product for any reason, the return costs are at your own expense, unless the product is damaged or defective. In that case, we will pay the return costs.
How long does it take to get my money back after returning an item?
Once we have received and inspected your return, you will receive a full refund to the payment method you used within 5-10 business days.
Can I exchange a product instead of returning it?
Yes, exchanging is possible. Please contact our customer service to start the process.
How long do I have to return a product?
You have 30 days to return a product, provided the product is unused and in its original condition.
What should I do if I have not received a return label?
Please contact our customer service. They can provide you with a new return label.
Product information
What is your most popular product?
Our best-selling patio heater is the Heatix Wall Model Black 2500 Watt . This powerful and energy-efficient heater is popular because of its high performance and stylish design.
Are the patio heaters resistant to rain and moisture?
Yes, our patio heaters are designed for outdoor use and have a protection rating (IP rating) that makes them resistant to light rain. For long-term protection, we do recommend using a cover when the heater is not in use.
How do I know which patio heater is best for me?
When choosing a patio heater, you can consider factors such as the size of the outdoor space, the type of heating (gas or electric) and the desired heat settings. Our customer service will be happy to help you with personal advice.
Are there additional accessories available for your patio heaters?
Yes, we offer a wide range of accessories such as protective covers, stands and wall mounting kits.
How much energy does a patio heater use on average?
This depends on the model, but an electric patio heater consumes on average between 1,500 and 2,500 watts per hour.
Contact
How can I contact you?
You can reach us by email at bestellen@tuinverwarming.com . We will answer your questions as soon as possible. You can also follow and message us on Instagram @tuinverwarming.
Do you have a physical store or showroom?
No, we do not have a physical store or showroom. We sell all our products exclusively online through our website.
When will I receive an answer to my question?
We aim to answer all emails within 24 hours on weekdays. If you have any urgent questions, please feel free to contact us via Instagram for a quick response.
What are your opening hours?
Our customer service is available from Monday to Friday, from 9:00 AM to 5:00 PM.
Can I also contact you via WhatsApp?
No, we do not currently offer support via WhatsApp. You can reach us via email or phone.
How quickly do you respond to emails?
We aim to respond within 24 hours on working days.
Cooperation
Can we include your brand of patio heaters in our range?
Yes, you can! We offer partnership opportunities for resellers who want to offer our high-quality patio heaters. Contact us for information about our sales partnerships, terms and support.
Can we sell our own brand patio heaters through your platform?
Sure! We are open to collaborations with external brands. Send us a proposal and we will gladly discuss the possibilities to offer your products on our website.
Can we purchase patio heaters in bulk for our catering establishments?
Absolutely. We offer special wholesale prices and customized solutions for the hospitality industry. Contact us for a quote and customized advice for your hospitality needs.
Can we collaborate for promotion?
Yes, we are open to collaborations with influencers and companies. Contact us via the contact page.
Do you offer discounts for bulk orders?
Yes, for larger quantities we can offer special prices. Please contact our sales department for more information.
Can we get a demonstration of your patio heaters?
Yes, this is possible by appointment. Contact our customer service to schedule a demonstration.