Shipping policy
📦 Shipping Policy Prohaar.nl
This shipping policy applies to all orders placed through the official webshop Prohaar.nl (prohaar.nl), owned by Kiljano Group. By placing an order, the customer agrees to the conditions below.
Order processing time
Orders placed on working days (Monday to Friday) before 15:00 are — provided the items are in stock — processed and shipped on the same working day.
Orders placed after 15:00 are processed on the next working day. Orders placed on Friday after 15:00 are processed on Monday.
During busy periods such as holidays, promotions or Black Friday, the processing time may be extended by 1–2 working days.
Product availability and delivery time
All products in the webshop are displayed with a current stock status. If a product is temporarily unavailable, an indicative delivery time will be shown on the product page.
If an order contains products with different delivery times, the order will be shipped once it has been fully assembled, unless otherwise agreed in writing.
If delivery of an ordered product proves impossible, Prohaar.nl reserves the right to cancel the order and refund the paid amount within 7 working days.
Large and bulky products – furniture, large electronics and technical equipment
Different conditions apply to large and bulky products such as salon furniture, wash units, chairs, tables, large electronics and technical equipment:
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the standard processing time is 5–7 working days,
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for special-order products or if the customer specifies another preferred date, the delivery time may be up to 14 days,
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the transport company contacts the customer directly to arrange a delivery time.
For this reason, the customer is required to provide a correct telephone number and email address when placing the order.
Deliveries of bulky products are carried out by specialised carriers, including DACHSER and RABEN.
Shipping takes place from one of our warehouses in the Netherlands, Germany or Poland, depending on availability and logistical optimisation.
Shipping costs and free delivery
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Netherlands, Belgium and Germany – free shipping from €99,
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other EU countries – free shipping from €150.
Below these thresholds, shipping costs start from €6.50, depending on weight, size and carrier.
For bulky and pallet shipments, delivery is always free.
Deliveries outside the European Union depend on the country of destination. The customer is fully responsible for import duties, customs fees and local taxes.
We currently do not deliver to the United Kingdom.
Carriers and logistics partners
Our standard carriers are DPD, DHL, PostNL and Bpost.
For pallet transport and special transport, Prohaar.nl works with DACHSER and RABEN.
If a product is not shipped on a pallet, but its weight or size exceeds the limits of DHL, Bpost, PostNL or DPD, Prohaar.nl reserves the right to:
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use a more expensive shipping option (for example GLS),
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entirely at its own expense, without additional costs for the customer.
This is done solely to ensure safe delivery.
Pick-up points and safe delivery
If, from a logistical or safety point of view (for example in the case of an unclear or incomplete address), it is more sensible to deliver a shipment to a pick-up point, Prohaar.nl reserves the right to:
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convert the delivery to a carrier pick-up point,
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choose the nearest pick-up point with broad opening hours.
This choice is made in the interest of shipment safety and involves no additional costs for the customer.
Indicative delivery times
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Netherlands – usually 1 working day,
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Belgium and Germany – 1–2 working days,
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other EU countries – 2–5 working days,
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bulky products – 5–7 working days or by appointment.
The stated delivery times are indicative and may vary due to circumstances beyond the control of Prohaar.nl, such as carrier delays or weather conditions.
Track & Trace
Every shipment is provided with a Track & Trace code, which is sent by email once the order has been shipped.
Customers with an account can track the status of their order via their personal customer dashboard.
For delivery to a pick-up point, the customer receives a separate notification once the shipment is ready for collection.
Responsibility for delivery
An order is considered delivered once the carrier indicates in its system that the shipment has been delivered.
Delivery to a neighbour, housemate or pick-up point is considered a correct delivery.
Prohaar.nl is not liable for loss or theft after confirmed delivery by the carrier.
If a shipment disappears before confirmed delivery, Prohaar.nl will start an investigation with the carrier, provided the customer reports this within 14 days of the purchase date.
Uncollected or refused shipments
If a shipment is returned because it was not collected or was refused:
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the order amount will be credited minus the actual shipping and return costs,
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for orders with free shipping, these costs will still be deducted.
For bulky and pallet shipments, the actual transport costs will be charged.
Damage and missing items
The customer must check the shipment immediately upon receipt.
In the event of visible damage, a damage report must be drawn up together with the courier. A copy of this report, together with photos, must be sent immediately to
📧 info@prohaar.nl
Damage reports without an official damage report may be refused by the carrier.
Missing items must be reported by email within 48 hours after delivery.
Shipment insurance
All shipments are sent by default with the carrier’s basic insurance.
For higher-value orders, we recommend choosing additional insurance, if this option is available during checkout.
Contact for delivery questions
For questions about shipping, delivery or delays:
📧 info@prohaar.nl
📱 WhatsApp: +31 6 8257 4808
🕒 Mon–Fri: 9:00–17:00
Prohaar – Kiljano Group
📍 Geurdeland 17g, 6673 DR Andelst, Netherlands