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Frequently Asked Questions
Orders & Quotes
1. Do you also deliver to private individuals?
No, CitroenAir only supplies to business customers such as healthcare institutions, companies, architects and installers.
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2. Can I request a customized quote?
Yes, you can easily request a customized quote. Contact us and share your requirements or project details. Our specialists are happy to help.
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3. What if I can't find a specific product?
Feel free to contact us . Our experts are happy to help you find the right solution, also based on photos or project situations.
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4. Are the prices fixed?
The prices shown are indicative. For larger quantities or project prices, please contact us for a customized quote.
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5. Can I collect myself from CitroenAir? (Ex Works)
Yes, that's possible. With Ex Works, you, as the buyer, are responsible for transport and customs declaration. Please contact our order desk for more information.
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Delivery time & Shipping
1. What is the average delivery time of an order?
We usually deliver stock products within 1 to 3 business days. For other products, the delivery time is listed on the product page, or we will contact you.
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2. Can I track my order?
Yes, with our live tracking you can always see where your package is and adjust the delivery if necessary.
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3. Can orders be partially delivered?
Yes, if you need part of your order sooner, you can contact your regular contact person to discuss partial delivery.
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4. What are the shipping costs?
Shipping costs may vary by country. See our shipping countries page for more details.
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International Deliveries
1. Do you also deliver outside Europe?
Yes, we ship worldwide. Create an account and request a quote.
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2. How does VAT work for deliveries within the EU?
For a valid VAT number within the EU, we charge 0% VAT (intra-Community supply). Otherwise, the regular VAT rate applies.
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3. What are the rules for deliveries outside the EU?
For exports outside the EU, 0% VAT applies. The recipient is responsible for any import duties, VAT, and customs fees.
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4. Can you provide HS codes and weight?
Yes, we can provide the necessary export information such as HS codes, weight and country of origin upon request.
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Returns & Defects
1. Can I return a product?
Yes, products can be returned within 30 days if they are unused and in their original packaging. Always contact us beforehand.
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2. Are there any costs associated with returns?
For regular returns, we may charge up to 30% in return shipping costs. Shipping costs are your responsibility.
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3. Can specially ordered products be returned?
No, unfortunately, items ordered especially for you or items that are not in stock cannot be returned.
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4. What if a product is defective upon delivery?
CitroenAir will cover the return shipping costs for defective products. Please contact our customer service for more information.
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5. Can I return something without prior consultation?
No, returns can be refused without prior consultation. The payment obligation still remains.
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Account, Portal & Advice
1. How do I access the customer portal?
You can register through our website. You'll then have access to orders, quotes, quick lists, and your price agreements.
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2. What can I do in the customer portal?
Through the customer portal you can add products, track orders, manage quotes and clearly manage your sanitary range.
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3. Can I get advice for my project?
Absolutely. Our advisors are happy to brainstorm with you and provide professional advice based on your project or situation.
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4. How can I reach you for questions?
Our customer service is available on working days from 8:30 AM to 5:00 PM via +31(0)318-592930 or via the contact form on our website.
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5. Can I also manage quotes via the portal?
Yes, current quotes and requests are fully visible and editable via the customer portal.
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Questions not answered?
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Telephone
Customer service is available by telephone every day.
Opening hours: Monday to Friday: 8:30 am - 5:00 pm
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WhatsApp
Can't find the information you're looking for, have additional questions, or want to share photos or sketches? Feel free to contact us. One of our experts is ready to assist you personally.
Opening hours: Monday to Friday from 8:30 am to 5:00 pm
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Delivery and returns
View delivery information, delivery times, costs and returns.
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Schedule a meeting
Schedule a meeting with one of our experts.
