FAQ

Our warehouse is located in Dronten, the Netherlands. Pick ups and visits are only possible by appointment.

Yes, we offer different pricing for dealers if you buy 5 items or more per order. Send us a message, give us a call or simply add the product(s) of your interest to your list by clicking the ‘Add to enquiry’ button. This creates a list which you can send to us with your contact information, address and any other information and/or questions you have for us.

We offer the option to create a list of the product(s) you are interested in and send this to us. You can send us an inquiry if:

• You are an International customer and want to enquire about the shipping costs.
• You are a dealer and want to buy multiple items.
• You want to buy more than 1 item and want to see if we can offer you a special price.

When ordering from Rennalds (The Loods), you’re responsible for assuring the product can be lawfully imported to the destination country.

The recipient is the importer of record and must comply with all laws and regulations of the destination country. Orders shipped outside of the Netherlands may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the recipient’s country. Additional charges for customs clearance must be fulfilled by the recipient; Rennalds (The Loods) has no control over these charges, nor can Rennalds (The Loods) predict what they may be.

Customs offices in some countries may require the importer of record to provide identification before releasing the shipment.

Customs policies vary widely from country to country; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

All orders must be checked at the presence of the carrier at the moment of delivery. If you have received a damaged item you have to notify the carrier before accepting the delivery. You have to contact us at info@theloods.com the same day of receiving your order. All shipments are insured and we must comply with the insurance policy of the carrier in order to make a damage claim.

Yes we ship worldwide. Shipping price varies on location, item size and weight. Shipping costs are calculated based on carrier rates, delivery distance and packing complexity. There are two ways you can place your order as an international customer.

1. You make an Enquiry before placing your order.
Want to know the shipping costs before placing an order? Simply add the product(s) of your interest to your list by clicking the ‘Add to enquiry’ button. This creates a list which you can send to us with your contact information, address and any other information and/or questions you have for us. After receiving your request for a shipping quote we will contact you with an offer for the shipping costs.

2. You place your order and we will send you a shipping invoice separately.
You can place an order in our shop as an international customer. Add the item(s) of your choice to your cart and proceed with the check out. The only shipping method is ‘Local Pickup’. This means you can either arrange pick up of your order yourself or we will send you an invoice for the shipping of your order separately after receiving your order.

Please keep in mind that the shipping costs are excluding any import taxes, customs duties and fees levied by the destination country. These are to be paid separately by the recipient.

Do you want to arrange the shipping and delivery of your product(s) yourself? That’s no problem! Contact us to talk about the possibilities. Or let us know you would like to arrange delivery by your own carrier in the ‘Enquiry’ form.

For selected items we have the option to make us an offer. Simply click the ‘Make an offer’ button, fill out the form and send us the offer. We’ll get back to you after we have received your message.

We offer the option to rent any item(s) as props for filmsets and photoshoots or as decoration for fairs and events. Contact us or send us your ‘Enquiry’ list and let us know you are interested in renting the product(s) alongside any other relevant information.

The total value of the product(s) must be left as a deposit. In case of any damage, loss or theft the costs will be withheld from the deposit.

We strive to offer you the best possible customer service. Any item(s) you wish to return have to be send to us within 14 days of receiving your order. Returns will only be accepted after they have been notified to us and have been approved in advance.

All shipping costs including any additional costs such as import taxes, customs duties and fees are for the recipient.

The recipient is responsible for the item(s) during shipping until they are received back by us. Rennalds (The Loods) will not accept any responsibility for loss or damage. Any items lost or damaged during shipping will not be refunded.

HOW TO RETURN AN ORDER

Step 1
You must notify us of your wish to make a return by sending us an email at info@theloods.com. Always state your order number as the subject line. If we are not notified within 14 days of receiving your order, the item(s) will be considered sold for good.

Step 2
Wait for an email confirmation with all the info about your return.

Step 3
Pack the package in a safe way and send it to us. Make sure the package is properly packaged. A safe and correct delivery is your responsibility.

Step 4
Once we have received the package, it takes 2-3 business days before we have performed a quality check. We will contact you by e-mail. After approval, the refund is made within 7-10 working days.

All orders must be checked at the presence of the carrier at the moment of delivery. If you have received a damaged item you have to notify the carrier (check with the carrier for their contact information) and us at info@theloods.com the same day of receiving your order. All shipments are insured and we must comply with the insurance policy of the carrier in order to make a damage claim.

Only damage that has occurred during shipping and delivery is eligible for a damage claim. Please carefully read the items state of condition in the product description. Any damage and/or usage marks described in the product description and/or shown in the pictures is not eligible for a damage claim.

Any damage to the product must be notified to us and the carrier first before any further action is taken by the recipient. We do not accept claims for costs the recipient made after receiving the damaged item like repair or storage costs unless clearly approved by us prior.

Unless otherwise agreed we deliver to the ground floor only. We require someone to be present to receive the delivery. If no one is present upon the time of delivery we do not deliver the product(s), a delivery fee of €90,00 will be added and will have to be paid in full at the second delivery attempt. We only deliver on appointment.

All orders must be checked at the presence of the carrier at the moment of delivery. If you have received a damaged item you have to notify the carrier (check with the carrier for their contact information) and us at info@theloods.com the same day of receiving your order. All shipments are insured and we must comply with the insurance policy of the carrier in order to make a damage claim.

After placing your order we will get in touch with you to arrange the delivery of your product(s). We only deliver on appointment and we require someone to be present to receive the delivery.

Yes, you can pick up your order at our warehouse. Choose ‘Local pickup’ at checkout and we’ll get in touch with you to make an appointment. Pickups are only on appointment.