• Marktleider in 3D Printing
  • Hoogwaardige service en support
  • Fysieke showrooms

Complaints policy

Do you have a complaint?

If you have a complaint about a purchased product or service, you can contact us so that we can find the best possible solution. You can make your complaint known to us by emailing it to [email protected]. We will send a confirmation email of your complaint no later than 1 working day. At the latest within 5 working days we will send a substantive response by telephone (if you have stated your telephone number in your complaint) and otherwise by email.

If you are not satisfied with the way we handled your complaint after contacting us
you can submit these to the Dutch Foundation for Consumer Complaints Boards. Also
you can submit your complaint to the Complaints Board via the European ODR Platform

1 Ordering

1.1 How do I place an order at the Lay3rs 3Dprinting webshop?

You can place an order in our store by following these steps:

  1. Find the products you would like to order in our webshop.
  2. Place the product one by one in your shopping cart. You do this by clicking on the "add to cart" button.
  3. Open your shopping cart by clicking on the "shopping cart" button in the top right corner
  4. Check the contents of your shopping cart.
  5. Click on "complete order" to pay. Enter your details and follow the steps. Your order is not final until you press the "Confirm order" button. We will process your order as soon as possible and you will be informed of your order by e-mail

1.2 Can I have my order delivered to a different address?

Yes, this is possible. During the ordering process you can provide a different delivery address with your personal details. In that case we will send a separate packing slip to the delivery address. No price is stated on this. The packing slip does state who placed the order. We will send the invoice directly to you.

1.3 Can I also collect my order?

Yes that is possible.
Our shop and showroom is open from Tuesday to Friday from 10:00 am to 5:00 pm.
You will find the address details on our contact page

1.4 Do I receive a message when I have placed an order?

You will immediately receive an order confirmation by email. If you pay for your order directly, you will immediately receive the invoice.

1.5 Can I change or cancel an order?

If you want to change or cancel the order, it is best to contact our customer service.

1.6 Can I order a product that is no longer on your website?

If you want to order something that is not (or no longer) listed on our website, please contact our customer service.


2 Payment

2.1 What payment options does Lay3rs 3D printing offer?

View our payment options page for all the options you have to pay with us.

2.2 Is the order delivered at the same speed with every payment option?

Immediately paid orders are also delivered immediately. As a rule for the Netherlands this means:

  • Orders placed before 2 pm on working days, delivered the next day.
  • Deliveries within Europe have a delivery time of up to 5 working days.
  • Orders that you pay by bank transfer will be handled and delivered after the money is credited to our bank account. Payment by bank transfer is usually 2 to 3 working days on the way.

2.3 How does payment by bank transfer work?

In the ordering process you choose "transfer", in the screen you will see all payment specifications, which you will also find in your mailbox after confirmation. You can now transfer the payment. Please note that you mention your order number when transferring, so that we can quickly link your payment to your order!


3 Delivery 

3.1 What are the shipping costs of my order?

Different shipping method are possible. You can view all possibilities on our information page about shipping methods.

3.2 When will my order be delivered?

If you have placed and paid for your order before 2 pm on a working day, PostNL, DHL or DPD usually delivers the order to your home the next day. If you have opted for payment by bank transfer, your order will be offered to the shipper once payment has been received. Usually this takes 2 to 3 working days.

3.3 How do I see if a product is in stock?

In principle, we have all products in stock. If a product is not in stock, the delivery time is clearly stated with the product. If the delivery time is longer than expected, we will contact you.

3.4 What happens if I order multiple products with different delivery times?

We wait until the order is complete, so that we can send them to you in one time. Would you rather receive a particular product earlier? Then place two separate orders.


3.5 Who delivers my order?

PostNL, DHL or DPD deliver up to 30 kg. They deliver your order during the day to the shipping address indicated by you. PostNL, DHL or DPD deliver from Monday to Friday. Look at shipping methods to see what all options are. Deliveries over 30 kg are made by a private transport company, which is available at that time.

3.6 What happens if I am not at home during delivery?

If you are not at home at the time of delivery, PostNL, DHL or DPD will visit you again. Are you not at home? Then you will receive a message from the delivery person and you can pick up the package at the nearest collection point.


4 Warranty

4.1 Where can I find product warranty information?

You can find more information on the warranty terms information page.


5 Returns

5.1 Can I return my order?

Yes, you can revoke your agreement within 14 days after receipt of the items. After notification, you have 14 days to return the products. For more information, see our "Shipping and Return" page.

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