Frequently asked questions (FAQ)

FAQ – Frequently Asked Questions

It is possible that not everything is immediately clear. What are the shipping times, warranty processing or what about your privacy at NovaCustom. On this page you will find the answers to the most frequently asked questions from NovaCustom. Do you have a question that is not mentioned at this page? Please contact us.

General questions

Send an e-mail to [email protected] with at least your order number, or contact us in another way to cancel your order.
When you place an order at NovaCustom, you have 14 (fourteen) days the right to return your purchase. You don’t have to give a reason for this, although we are very curious about this. You can make a return request via the warranty request page (you must be logged in for this). You can also contact us via the contact page. The shipping costs of returning within those 14 (fourteen) days are for the customer.

Please note that general terms and conditions apply. This means that the product is as new, complete and re-sellable just as you have received your order: if the product is damaged, a reduction in value will be charged.

For example for a company or IT project? Send an e-mail with all details to [email protected] to see what the options are.
You can find the general terms and conditions of NovaCustom here. The privacy policy of NovaCustom can be found here.

Yes. Please contact me so that we can make an appointment.

Payment and invoice

You can pay securely and easily with iDEAL, Sofortbanking, Bancontact, PayPal, Giropay or via bank transfer. But it is also possible to pay by credit card, or via another payment method such as KBC / CBC, Belfius or Apple Pay.

No transaction costs will be charged.
A digital version of the invoice is delivered by e-mail as soon as the order is being processed.

When paid electronically other than by bank transfer, this is immediately after the payment.

A pro forma or paper invoice is available upon request.
If you experience a problem while paying for your purchase, you can place the order again.

If you have created an account while ordering, you can still complete the payment in your account.

The failed order will be canceled. If the problem persist, please contact me.
Yes – No problem. Are you an entrepreneur in the EU (excluding the Netherlands), do you want to pay without VAT and receive an additional 0% VAT invoice? Then you can enter your VAT / VAT number at checkout.

*This must be a valid VAT number that corresponds to the company name and the country of the entered billing address.

**Your IP address is stored to validate the VAT number.

***We will always perform a manual check afterwards.
No. At the checkout of the order you can enter the company name and VAT number of a company.

If you are an entrepreneur in the Netherlands, you can reclaim the VAT on the invoice from the tax authorities.
No VAT will be charged at the checkout. Shipping costs may apply.

Keep in mind that the country in which you live may demand VAT and / or import duties. Please ask the tax authorities of your country if and how much import duties and / or VAT is being charged.

Shipping

For the Benelux and West Germany, the delivery time is 1 to 3 business days after receiving the payment.

For other countries this can take up to 2 working days longer.
You will receive an email with every status up-date. Once the order has been shipped you will also receive an email with tracking information to track the package.
For orders within the entire European Union, no shipping costs will be charged. An amount will be charged for shipments outside the European Union. See the amount of shipping costs at checkout.
Of course. When you place an order, you can choose the option “Pick up in Haaksbergen”. Once the order has been completed, you can make an appointment to pick-up your order.
You can choose to have your order delivered to one of your chosen UPS service points throughout Europe. At checkout you can choose a service point based on your zip code.

No time during the day? Some UPS service points are open until 9 p.m.

Tip: If you work during the day, you can have the package delivered to a service point in your area, so that you can pick up the package the same day.
To all countries of the European Union, Norway, Switzerland, the United States of America, Canada and Hong Kong. For non-EU countries, a surcharge applies to shipping (please see check-out).

Warranty

At NovaCustom, you always get a standard 36 month (3 year) warranty. In addition, the shipping and delivery costs are always reimbursed in a guarantee procedure.

After approval of the warranty, you will receive a shipping label to return your product. After the warranty process, you will receive the computer back without extra costs. The vast majority of guarantee cases are resolved within a week.
No, no no! Wouldn’t that be too crazy? Your warranty will not expire if you perform a hardware upgrade yourself.

Keep in mind that some components cannot be upgraded, such as the processor. Hardware upgrades must certainly be made with policy: damage occurs quickly when computers are opened too carelessly. Damage that is demonstrably caused by a hardware upgrade is of course not covered by the warranty.
That’s pretty simple. Simply contact me. The best way is to do this via e-mail so that I immediately have all the required information.

Privacy

When you sign up for one of the services, the website asks you to provide personal information. This data is used to perform the service. The data is stored on NovaCustom’s own secure servers or those of a third party. The data will not be combined with other personal data.

When you send e-mail or other messages to me, it is possible that these messages will be saved. Sometimes I ask for your personal information that is relevant to the situation. This makes it possible to process questions and answer your requests. The data is stored on NovaCustom’s own secure servers or those of a third party. The data will not be combined with other personal data.
This website uses “cookies” (text files placed on your computer) to help the website analyze how users use the site. The information generated by the cookie about the use of the website can be transferred to secure servers of NovaCustom or those of a third party. This website is used to keep track of how you use the website, to prepare reports on website activity and to offer other services with regard to website activity and internet use.