Frequently Asked Questions
Ordering and delivery
Are the prices on your website inclusive or exclusive of VAT?
All prices on our website are shown including VAT and excluding VAT. This applies to the prices on the product page, in the shopping cart and on the invoice.
As a Belgian business customer, is it possible to purchase from the webshop without VAT?
No. Unfortunately, as a Belgian business customer, it is not possible to purchase without VAT. However, you will receive an invoice with the Belgian VAT paid on it.
You can find more information here.
Do you want your VAT number on our invoice as a business customer? Then add a space and your VAT number after your company name. If you have already placed your order, you can contact our customer service.
What is the status of my order?
You will receive a confirmation with invoice when the order has been completed. As soon as the order is shipped, you will receive an email with a track and trace code.
This allows you to view the shipping status of your order. Please note that it can sometimes take a while before the track and trace code works.
Will you be charged for shipping?
For orders under €99.95, shipping costs will be charged. The costs may vary per country and can be found on this page.
For orders from €99.95 including VAT, we do not charge shipping costs.
Netherlands: €9.95 via DHL
Belgium: €9.95 via DHL
How quickly will I receive my order?
We do everything we can to get your order to you as quickly as possible. That is why we apply the rule: Ordered before 10:00 PM on working days, shipped the same day.
This usually means that the order will be delivered the next day. Sometimes this may differ due to the busyness of the parcel service, but unfortunately we cannot do anything about this.
Order during the weekend
If you place your order after 10:00 PM on Friday evening or during the weekend, it will be shipped on Sunday evening. This usually means that the order will be delivered on Monday.
Who is the carrier of Cratex pro line?
We work with DHL as the carrier in both the Netherlands and Belgium. You can also use a DHL label for returning an order. Due to our collaboration, this is usually cheaper than sending the return package yourself via DHL or another carrier.
What happens if I am not at home when my order is delivered?
You can change the delivery address to a parcel point or give permission to place your order somewhere around the house or with the neighbors via the track and trace code of the delivery service.
If you do not do this and the parcel service cannot deliver the order, it will often still be taken to a parcel point or offered again the next day.
My Track and Trace says that the package has been delivered, but I have not received anything?
We would like to ask you to wait an extra two days. We often see that your package is still delivered.
Isn't that the case? Please contact us at customerservice@cratexproline.com.
Can I pick up my online order in a physical store?
No, items purchased online cannot be picked up in a physical store.
Can i cancel my order?
No, it is not possible to cancel an order. Orders are automatically processed by our systems and cannot be canceled after payment. You can return your order after receiving it.
Can I place a larger order?
That's certainly possible. We have set a maximum order quantity per product to ensure that the available stock is not immediately purchased. Would you like to order a larger quantity? Send an email to sales@cratexproline.com
Return
Can I return my order?
At Cratex pro line we have a return period of 14 days. You can feel, try on and view the products at home as in a physical store, but then return and package them neatly as you received them.
Our boxer shorts are considered a hygiene product . You may not break the seal on these products, otherwise the right to return will lapse.
How do returns work?
Returns can be registered online via our returns portal. You can log into this portal with your four-digit order number (the last 4 digits of the order number on the return slip) and email address or postal code.
Indicate in this portal which products from your order you want to return and follow the steps in the portal.
What are the return costs?
If you want to return a product, the return costs are in principle at your expense.
You can print a DHL returns label via the returns portal:
- The transport costs for returns from the Netherlands are €4.95
- The transport costs for returns from Belgium are €5.95
The return costs will be deducted from the refund after processing the return.
You can also send the package yourself with a parcel service of your choice. The costs for this are for the customer.
Can I also exchange or return at the physical store?
No, products purchased online can only be returned via the website.
What is the status of my return?
You can track the status of your return via our returns portal . To log in you need your order number and email address or zip code. If you have returned your order, you can check via your carrier's track and trace whether the return shipment has been sent or delivered.
I have returned an item, when will I receive my purchase price back?
When returning an item, we refund the outstanding return amount as soon as possible, but at least within 14 days. You will be informed of this via email.
What is the legal right of withdrawal?
You have the right to withdraw from the agreement within 14 days without giving any reason. The withdrawal period will expire 14 days after the day on which you or a third party designated by you, who is not the carrier, physically takes possession of the goods. To exercise the right of withdrawal, you must inform us of your decision to withdraw from the agreement through an unambiguous statement (for example, in writing, by post, fax, or email).
You can use the model withdrawal form for this, but you are not obliged to do so. To meet the withdrawal deadline, it is sufficient to send your communication regarding your exercise of the right of withdrawal before the withdrawal period has expired.
Consequences of withdrawal
If you withdraw from the agreement, you will receive all payments you have made up to that point, including delivery costs (except for any additional costs resulting from your choice of a delivery method other than the cheapest standard delivery offered by us) without delay and in any event no later than 14 days after we have been informed of your decision to withdraw from the agreement. If you return only part of your order, the delivery costs will not be refunded.
We will reimburse you using the same payment method you used for the original transaction, unless you have expressly agreed otherwise; in any case, you will not incur any fees for such reimbursement. We may withhold reimbursement until we have received the goods back, or you have supplied evidence of having sent back the goods, whichever is the earliest.
You must return or hand over the goods to us without delay and in any event no later than 14 days from the day on which you communicate your withdrawal from the agreement to us. You are on time if you send back the goods before the 14-day period has expired. The direct costs of returning the goods will be at your expense.
Our return address
Promese c/o Cratex pro line returns
Flight Forum 2500, 5657DZ Eindhoven
Netherlands
You are only liable for any diminished value of the goods resulting from the handling of the goods other than what is necessary to establish the nature, characteristics, and functioning of the goods.
Warranty and repair
What is the warranty on Cratex pro line?
All Cratex pro line items come with a warranty regarding manufacturing defects. This applies only with proper use of the claimed item. Warranty claims can be submitted via an email to klantenservice@cratexproline.com with a clear description of the complaint and a photo of the issue. Please also include your name and invoice number so we can verify the warranty period. We will then assess whether there is indeed a manufacturing defect.
User errors and signs of wear and tear are excluded from the warranty. Complaints that fall outside the warranty period will not be processed.
For all items you purchase from us, the legal warranty applies. Legal warranty means that a product is or must do what the consumer can reasonably expect from it.
What should I do if my product is broken?
If the product is damaged within two weeks of purchase, you can register your product for return via our returns portal . Is your product broken after the 14-day return period? Send an email to customerservice@cratexproline.com with a clear complaint description and a photo of the problem. Please also include your name and invoice number so that we can check the warranty period. We will then assess whether there is indeed a production error.
User errors and signs of wear are excluded from the warranty. Complaints that fall outside the warranty period will not be processed
I received my product damaged, what now?
This is of course not the intention. In this case, go to our returns portal . You can then indicate that an incorrect or damaged product has been received and return your product.
Sizes and size charts
How do I know my outerwear size?
We think it is important that the size you order is really the right size. Since there are differences between the different garments, we have added a size chart to each product.
Measuring the chest circumference
The chest circumference is the widest part of the chest. This is often near the nipples.
- Wrap a measuring tape around your back and pass it under your arms
- At the front, place the ribbon over the widest part of your chest. Make sure the ribbon is straight around the body
- Do not tighten the ribbon but leave it loosely around the body
- The measured number is the chest circumference.
The length of your outerwear
Measure the length of the shirt from the bottom of your collar to the lowest point of the t-shirt. Here it is best to use a well-fitting shirt that you already have.
Difference in sizes
When choosing a jacket, make sure that it fits over several layers of clothing. This means that a jacket size M will have a larger chest circumference than a t-shirt in the same size.
How do I know my size for work trousers?
We think it is important that the size you order is really the right size. That is why we have added a size chart to the Luzern work trousers.
Measure the hip circumference
- Take a measuring tape and place it around your hips where they are widest
- Measure while you are relaxed. Expanding or contracting your abdomen can cause incorrect measurements
- Pull the measuring tape but not too tight. You should be able to fit a finger between them
- Read the distance in centimeters, this is the hip circumference
The correct total leg length
The inseam is the same for every size of work trousers, but the so-called front rise (the part between the waistband and the crotch) increases per size. The total length of this is the leg length. You measure this in the following way:
- Find someone to help you measure your leg length. Measuring your own leg length is very difficult
- Lie flat on the floor with your back on the floor and your legs hip-width apart
- Measure from the hip joint to the ankle. Do this with both legs because there may be a difference in length between the legs
Tip : To really measure your leg length properly, it is useful if someone else helps. By measuring yourself, the measured length could deviate from the real length.
How do I know my safety shoe size?
We think it is important that the size you order is really the right size. That is why we have added a size chart for the different safety shoes.
Measuring your foot length
Measuring your foot length is quite simple. Make sure that when measuring you wear the socks that you also want to wear in the shoe.
- Place your foot on a piece of paper
- Draw a line at the big toe and the heel
- Measure the distance between these two stripes
- Do this with both feet, there may be a difference. Use the length of the longest foot
Measuring your foot circumference
You use the foot circumference to determine the width of the shoe. It is also important to wear the sock that you also want to wear in the shoe when measuring.
- Place your foot on the floor with the measuring tape under the ball of your foot.
- Measure the circumference of your foot at the widest part. This is the bone just under your big toe and the bone just under your little toe
- Do not pull the tape too hard, it should lie relaxed around your foot
- You now know the width of your foot. Measure both feet because there may be differences
Please note: When measuring your feet, it is important that you stand, otherwise the measurements may differ.
Hoe weet ik mijn maat voor handschoenen?
We vinden het belangrijk dat de maat die je bestelt ook echt de juiste maat is. Aangezien er verschil zit tussen de verschillende kledingstukken hebben we bij elk product een maattabel toegevoegd.
De lengte van je hand meten
De lengte van je hand meet je van het topje van je middelvinger tot de onderzijde van de hand, waar de handschoen zou eindigen.
- Houd je hand open en plat, met je vingers gestrekt en je hand ontspannen.
- Plaats een meetlint of liniaal langs de binnenkant van je hand, vanaf het topje van je middelvinger tot de onderzijde van de hand.
- Lees de lengte in centimeters af. Dit is de lengte van je hand.
De breedte van je hand meten
De breedte van je hand meet je net boven de duim, op het breedste punt van je handpalm.
- Houd je hand open en plat, zonder je vingers te spreiden.
- Wikkel een meetlint losjes om de hand, net onder de knokkels en boven de aanzet van je duim.
- Zorg ervoor dat het meetlint de hele omtrek van je hand meet, maar niet te strak zit.
- Lees de omtrek in centimeters af. Dit is de breedtemaat van je hand.
Let op: De maat van handschoenen kan per model en merk verschillen. Controleer daarom altijd de bijbehorende maattabel om de juiste maat te kiezen.
Payments
What payment options are there?
We offer to pay via iDEAL, Bancontact and Credit Card. It is not possible to purchase on account.
iDEAL is the payment standard for online purchases and payments in the Netherlands and is trusted, safe and easy.
Bancontact is a payment method that allows our customers in Belgium to pay easily and securely through their own trusted banking environment.
With Mastercard and Visa we offer two of the most used credit cards in the Netherlands and Belgium.
Is my payment safe?
Yes, your payment is safe. iDEAL is the standard for online payments in the Netherlands and Bancontact has this position in Belgium.
With a credit card payment, your purchases are automatically insured against loss, theft and damage.
Payments are processed via ShopifyPayments. Shopify Payment is PCI compliant. ShopifyPayment complies with the Payment Card Industry Data Security Standards (PCI DSS). PCI DSS is an international security standard established by various payment card companies. This standard is intended to protect payment card data and thus prevent misuse of card data.
How long does it take for the payment to be processed?
Your payment will be processed immediately. Once this has been completed, you will receive a confirmation by email and we will start processing your order.
General
What is Cratex pro line?
Cratex pro line is a new high-end line of work clothing. We want to make professional workwear available to everyone, whether you are an experienced professional, like to do odd jobs in your spare time or if you are renovating your home.
Pro line itself is new, but Cratex has been around for years. This has been Van Cranenbroek's workwear and safety clothing brand since 1968. These years of experience have been included in the development of Cratex pro line, Cratex's high-end clothing line.
Waar kan ik reviews vinden
We streven ernaar om onze producten zo goed en duidelijk mogelijk te omschrijven. Klantenreviews zijn hier een belangrijk onderdeel van.
Deze klantenreviews zijn terug te vinden bij de producten zelf. Hier staat hoeveel reviews er staan, wat er in de reviews staat en de gemiddelde beoordeling van deze reviews.