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EME Napoleon | Customer Service

You will find the most frequently asked questions under the contact form. Is your question not listed? Then contact us!


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Frequently asked questions

Contact

Sometimes you have a quick question, you have forgotten something, something did not go quite right and you want clarity quickly. Then you would rather not wait until the next day or after the weekend, right? That is why we are available for you every day, 7 days a week, from 09:00 to 22:00.

You can call us on: (+31) 346 250 292 or (+31) 638 665 588. You can also send a WhatsApp or a message via Instagram or Facebook. Would you rather send us an email? You can do that to: [email protected] You can also fill in the contact form via the website. Would you like to visit us? We do not have a shop or showroom, but visits are always possible by appointment.

EME-Napoleon.com does not have a shop or showroom. We only sell our items online. You can always visit if you want to view the cutlery first. Please always contact us first to make an appointment. Our address is: Maagdenpalm 16, 3621 RM in Breukelen, The Netherlands (route).

EME-Napoleon has a complaints procedure and handles the complaint in accordance with this complaints procedure.

Have you found any defects? Complaints must be submitted fully and clearly described to napoleonbestek.nl within 7 days.

You will receive an answer from us within 14 days (calculated from the date of receipt). If the complaint cannot be resolved in mutual consultation, you can contact Stichting WebwinkelKeur, which will mediate free of charge. If a solution is not yet reached, you have the option to have your complaint handled by the independent disputes committee appointed by Stichting WebwinkelKeur, the decision of which is binding and both you and Napoleonbestek.nl agree to this binding decision. There are no costs associated with submitting a dispute to this disputes committee. It is also possible to register complaints via the European ODR platform.

A complaint does not suspend the obligations of napoleonbestek.nl, unless we indicate otherwise in writing.

If a complaint is found to be well-founded by Napoleonbestek.nl, we will, at our discretion, replace the delivered products free of charge.

Order

We only sell our items online. As soon as you have placed the order and are forwarded to the payment page, you will receive an order confirmation by email. The order will only be processed once we have received the payment. Do you need help? Please contact us (see contact details). We are happy to help you with your order.

We do not have a store that you can visit. However, it is possible to visit us after you have made an appointment with us.

We also sell through other sales platforms, such as Amazon. Of course you can order via these platforms. We would like to point out that the prices are slightly more expensive, because platforms demand a fee.

The orders via these platforms are forwarded to us and processed by us. So it does not matter whether you place the order through a platform or directly with us

As soon as you have placed the order and are forwarded to the payment page, you will receive a confirmation of the order by email. Sometimes it happens that the payment is not successful.

 

Have you canceled the payment yourself because you do not want to continue the order?

Then you don't have to do anything. Your order will be automatically canceled. You can also ignore payment reminders that are automatically sent. You can also send us an email and indicate that you would like to cancel the order. Then we will do this for you and you will not receive any e-mails with payment reminders. If you have an account, you can also log in and cancel the order in your account yourself.

 

Has the payment been interrupted or failed and do you want to continue the order?

If you have an account, you can also log in and pay for the order in your account. You can also transfer the invoice amount to our bank account number, quoting your order number. This information can be found on the 'Payment' page

Do you have a question about ordering or about your order? Our customer service is open from Monday to Sunday from 09:00 - 22:00. You can call us on (+31) 638665588 (you can also send a WhatsApp). You can also send us an email: [email protected] You can also use the contact form on the website.

No, we only deliver to consumers.

Pay

The following secure payment methods are active in this webshop:

 

iDeal - via mobile banking app or internet banking from your own bank

PayPal - online via your PayPal account

Klarna - by invoice, after you have received your order

Banktransfer - Once you have paid for the order, your order will be shipped.

Visa - via your Visa Credit Card

MasterCard - via your MasterCard Credit Card

American Express - via your American Express Credit Card

Maestro - via your Maestro Credit Card

Bancontact / Mister Cash - via your (Bancontact) debit card

KBC - via mobile banking app or internet banking from your own bank

Belfius - via internet banking from your own bank

Klarna Sofort - via mobile banking app or internet banking from your own bank

Cartes Bancaires - via your debit card

As soon as you have placed the order and are forwarded to the payment page, you will receive a confirmation of the order by email. Sometimes it happens that the payment is not successful.

 

Have you canceled the payment yourself because you do not want to continue the order?

Then you don't have to do anything. Your order will be automatically canceled. You can also ignore payment reminders that are automatically sent. You can also send us an email and indicate that you would like to cancel the order. Then we will do this for you and you will not receive any e-mails with payment reminders. If you have an account, you can also log in and cancel the order in your account yourself.

 

Has the payment been interrupted or failed and do you want to continue the order?

If you have an account, you can also log in and pay for the order in your account. You can also transfer the invoice amount to our bank account number, quoting your order number. 

IBAN: NL14INGB0005970700
Account holder: Napoleon Bestek Breukelen

(For payments from a foreign account number, you also need this information:)

BIC: INGBNL2A
Bank Name: ING Bank

Discount

We are often asked whether a discount can be given. We do not provide discounts outside of the discount promotions organized and communicated by us.

Do you want to stay informed about other discount promotions? Then sign up for our newsletter. We have a discount promotion about 4 times a year.

 

Subscribe to the newsletter

We send a newsletter about 4 times a year with nice discount promotions and/or information about (new) products.

 

We would also like to point out our loyalty program with which you can earn points for discounts on your next purchases.

Savings program

If you register for our savings program you will receive the first 15 points as a gift from us! For every euro you spend you will receive 1 point. You can redeem these points for euros on subsequent purchases. The longer you save, the higher the discount.

 

 

Have you saved 100 points? Then you can already exchange it for a € 3 discount. Would you rather save up to 150 points? Then your discount is already € 5,-. If you want to wait until you have 200 points, you have already earned € 10!

We also like to give customers a gift for their birthday. No, no points but cutlery or just a discount coupon in euros. Would you also like to receive a gift from us? Then register for the bonus program and enter your date of birth! You will receive that 1 point as a gift for registering your date of birth and every year on your birthday you will receive a gift from us! Nice is not it?

Have you already registered as a customer? Then go to: Reward Program - EME Napoleon, click on 'My account/Register'. You will now be asked to verify your phone number. Once you have done this, you will participate in the savings program.

If you are not yet a customer, go to: Reward Program - EME Napoleon, click on 'My account/Register' and register as a customer. Once you have done this, you will participate in the savings program.

In your account under 'Rewards' you can see the points you have accumulated.

Have you gone through the previous steps and registered for the savings program? Then go to your account and look under 'Rewards'. At the bottom left you will find a 'Birthday Rewards' heading. By clicking on 'edit' you can enter your date of birth.

If you have saved enough points, you can redeem them at the checkout of your next order. This is possible from 100 points (€ 3 discount). Would you rather save up to 150 points? Then your discount is already € 5,-. If you want to wait until you have 200 points, you have already earned € 10!

There is currently a disruption and points cannot be redeemed at checkout. Efforts are underway to resolve this issue. Do you want to redeem points? Please contact us and we can give you a discount code with which you can still redeem your points!

Shipping & Delivery

Products are sent from our warehouse in the Netherlands with PostNL. If you are not at home, the carrier will try it again later. It is usually possible to choose your next delivery time on the website of the carrier.

If you are not at home on a second attempt, the carrier will take the order back and you can pick it up at the nearest pick-up point of the carrier.

If the product is in stock, it will usually be delivered to you in the Netherlands the next working day, but in any case between 1 and 3 working days. Within Europe, you must take into account a delivery time between 3 and 5 working days. Outside Europe, delivery can vary between 1 and 3 weeks. This depends on the time within which the goods are released by customs.

We send orders by registered mail. You will always receive a shipping confirmation. You will also receive an email with a link ('track & trace') so that you can track your order yourself.

An overview of the shipping costs can be found here. These are calculated automatically in your shopping basket.

Belgium and Germany: € 9.00:

EUR1 countries: € 18.00

(Denmark, France, Monaco, Italy, Luxembourg, Austria, Spain, Portugal, United Kingdom, Sweden)

EUR2 countries: € 25.00

(Bulgaria, Estonia, Finland, Hungary, Ireland, Croatia, Latvia, Lithuania, Poland, Portugal, Romania, Slovenia, Slovakia)

EUR3 countries: € 30.00

(Albania, Andorra, Bosnia and Herzegovina, Cyprus, Gibraltar, Greece, Greenland, Iceland, Liechtenstein, Macedonia, Malta, Moldova, Montenegro, Norway, Ukraine, San Marino, Turkey, Vatican City, Belarus, Switzerland)

World (other): € 35.00

Please contact us in the following cases (see contact details):

If you do not have a track & trace code and you have not received your order within 7 days after the shipment confirmation.

If you have received a track & trace code, but if it no longer shows any further information or progress (the status remains unchanged).

If according to the track & trace code the package would have been delivered, but you did not receive it.

 

What are we doing?

We contact the carrier and request for an investigation. The investigation can take a few days to a couple of weeks. If the investigation shows that the package was lost during transport, we will send you a new product free of charge as soon as possible.

If we cannot deliver the product (not in stock) or if you no longer wish to receive the product, we will refund the purchase amount to your bank account.

Flaws

First check whether you have cutlery from EME. The brand is engraved in the metal of the cutlery. We provide a standard 1 year warranty on the cutlery. You only get a warranty if you have purchased the cutlery from us. If you have bought the cutlery elsewhere, you must contact this point of sale.

No warranty is given if damage is due to incorrect use or maintenance (see our maintenance instructions).

If the product is defective, you must first contactus about the defect (see contact details).

Returns are free of charge in case of a defect covered by the warranty. We will replace or reimburse the product as soon as possible. You can also deliver the product to us and/or exchange it. You must first make an appointment for this.

In the event of a refund, the full purchase amount will be refunded, the previously paid shipping costs and the shipping costs for the return will be reimbursed.

Napoleon's cutlery consists of 2 parts: plastic and metal. The weakest piece is always the connecting piece. The cutlery is simply more fragile than cutlery that consists of 1 piece of metal or plastic.

The cutlery from EME Napoleon is made of strong materials and of such quality that it can be washed in the dishwasher and that you can enjoy it for many years. We recommend that you read the maintenance instructions carefully.

The quality of the cutlery can decrease if you do not adhere to the maintenance instructions. The most important measures are: put the cutlery with the handle up in the dishwasher; use neutral, acid-free dishwasher tablets and do not wash at too high a temperature.

Are you in doubt? Then simply wash the cutlery by hand

The metal intermediate piece may discolour after some time if you do not follow the maintenance instructions. The most important measures are: put the cutlery with the handle up in the dishwasher; use neutral, acid-free dishwasher tablets and do not wash at too high a temperature. It is also possible that the hardness of the water has an influence. A wad of aluminum foil in the cutlery tray or cutlery drawer can also prevent discoloration.

Are you in doubt? Then simply wash the cutlery by hand.

You can simply lighten the metal intermediate piece with a scouring pad and abrasive. Then use silver polish. Be careful not to scratch the other metal of the cutlery with the scouring pad.

Have you owned cutlery for a long time and recently bought some more? Then it is possible that the new cutlery is sometimes slightly lighter or darker. Over the years, minor changes have been made to the manufacturing process. If you have had the cutlery for a very long time, it is possible that the color has changed slightly. Unfortunately we cannot solve this.

Return policy

If you are not satisfied and wish to cancel the purchase or exchange the product, you can send it back to us. You must register the return via the online return form.

You must let us know within 14 days after receiving your product. After this notification you have (another) 14 days to send the product to us. After the notification of the return, we will send you a return label. No costs will be charged for the return. The shipping label has already been paid by us. You must return the product unused, undamaged and in its original packaging. Used or damaged products are not taken back. You can deliver the package to a Post agency. As soon as we have received the product, you will receive a confirmation.

If you have opted for an exchange or other product, we will send it to you as soon as possible after receiving your product. Did you return the product because you do not longer want the product and you want to cancel the purchase? We will refund the purchase amount, excluding the previously paid shipping costs, to your bank account as soon as possible.

The return form can be found here: online return form

Did you return the product because you do not longer want the product and you want to cancel the purchase? We will refund the purchase amount, excluding the previously paid shipping costs, to your bank account as soon as possible. So you will certainly receive your money back within the period of 14 days! 

Material and Maintenance

On this page you will find all information about the cutlery of EME Napoleon. EME is the largest cutlery factory in Europe. This factory is located in Italy, in the city of Lumezzane (near Milan). Would you like to take a look at the EME factory? Then read our article: 'a look at the EME factory' and watch the video. EME has different types of cutlery. Only cutlery from the Napoleon series is available in this webshop.

The cutlery is made of stainless steel and has a plastic handle. The steel is made of stainless steel (also called chrome steel or chrome nickel). The steel consists of 18 parts chrome steel and 10 parts nickel. This is also referred to as 18/10. The nickel ensures that the cutlery shines beautifully. The handle is made of metal acrylic. It is a hard plastic (similar to plexiglass). It is heat resistant and very strong material. Ideal for cutlery. The cutlery can be washed in the dishwasher by using these high-quality materials. Please read the maintenance tips for cutlery from EME.

 

EME Napoleon cutlery

The Napoleon series from EME is characterized by its beautiful (baroque) appearance. The cutlery is available in various beautiful colors. The colored handle with mother of pearl, in combination with its design, makes the cutlery very popular. The model of this cutlery is suitable to set a romantic table and with the wide range of colors you can create surprising combinations. The cutlery from this series can be combined well with your existing cutlery set and ensures beautiful combinations at the table.

 

Cutlery types

EME Napoleon also has a very extensive range of cutlery. The entire range of this cutlery line is available on the website in various color variations. And the great thing about this web store is that you can buy the cutlery both in a cutlery set and separately. In addition to regular spoonsforks and knives for dinner, EME also has breakfast cutlery, various types of serving cutlerycake cutlerytapas cutlery and more. Let us surprise you!

The cutlery of EME Napoleon is of high quality and can be washed in the dishwasher. To maintain quality, we recommend that you follow the instructions for the maintenance of the cutlery.

However, it is preferable to wash the cutlery by hand and dry immediately, but the cutlery from EME is dishwasher safe.  If you wash the cutlery in the dishwasher, do not use acid detergent (including lemon) and do not wash the cutlery at a high temperature (not higher than 60 degrees).

To guarantee the quality and durability of the cutlery, we recommend the following:

  • Wash the cutlery in the dishwasher at a temperature no higher than 60 degrees.
  • Place the cutlery with the handle up in the dishwasher.
  • Prevent food scraps from remaining on the cutlery for more than 6 hours.
  • Avoid contact with heavy and corrosive (cleaning) substances that contain the following substances: acetic acid, citric acid, lactic acid, and especially sodium chloride.
  • Avoid cleaning substances with acids, such as lemon / lemon, especially if the water has a high chlorine content.
  • If possible, remove the cutlery from the dishwasher as soon as it is ready and dry with a tea towel.
  • Superficial stains can be removed with a cloth with green soap.

Is EME Napoleon reliable?

Napoleonbestek.nl is affiliated with Webwinkelkeur.nl. This quality mark guarantees an annual check on identity and contact details, mediates in disputes and annually inspects the webshop for compliance with European laws and regulations. You can read more about this on the Webwinkelkeur website: Reviews and quality mark (webwinkelkeur.nl)

EME Napoleon is affiliated with Webwinkelkeur.nl. This quality mark guarantees an annual check on identity and contact details, mediates in disputes and annually inspects the webshop for compliance with European laws and regulations. After every order, customers are invited to write a review about EME Napoleon. You can read customer reviews on the Webwinkelkeur website: Overview reviews for EME Napoleon (webwinkelkeur.nl)

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