Customer service
Is your question not listed in our FAQ? Please contact our customer service via [email protected] or +31 786 748 414.
1 General questions
1.1 How do I reach the customer service?
We find our clients very very important, and therefore we want to be reachable for all of you.

Our general information:
Ferrini BV
Nijverheidstraat 11
3291 CH, Strijen
The Netherlands

You can reach us by telephone or e-mail:

Telephone number: +31 786748414 (on working days between 9AM and 5PM)
E-mail: [email protected]
2 Order information
2.1 How do I find a product?
At the top of the homepage you will find a rectangle in which you can write. For example, if you are looking for the "Sorano", you typ in the word "Sorano".
Then you click on the glass and the webite will show you all the "Sorano" products which are on the website.
These instructions are applicable for any search word.
2.2 How do I place a product in my cart?
If you are looking at one particular product that you like, you want to put it in your shopping cart. 
First you click the right size and the correct quantity you want to order.
Second, there is a blue button on the page which says: "add to cart", you click that button.
Now the product is in your shopping cart, and you can continue to shop more Q products!
2.3 How do I place an order?
If you're done shopping, and all your preferred products are in your cart, you can finish the order. 

1) Click on your cart at the right top of the page.
2) Check carefully if everything which is in your cart is correct.
3) Click on the button "Proceed to checkout".
4) Fill in your personal information
5) Choose a payment method, and finish the order. 
6) You will receive a confirmation of your order in your e-mail. 

You have made it! Your order with Q is a fact, we will send your order out within 24 hours on working days!
2.4 How do I register my account?
At the right top of the homepage there is a button which says "My account". 
You click on this button and you will have to make the choice between "log in" and "register".
You click on "register", now you will be able to fill in your information, when finished; hit "register".
Now you are officially a Q client, congratulations! 

2.5 I forgot my password.
We understand that it is annoying when you have lost your password. That's why, at the log in screen, we integrated a button which says "Forgot your password?".
If you click on that button, further instructions will be sent to you by e-mail.
3 Payment & Shipping
3.1 Payment methods
You can do your payment in different manners at Q, ease and safety are hereby crucial for us. 
Therefore we use MultiSafePay, which guarantees a safe and fast payment. You can option to pay with creditcard of by use of Ideal.
3.2 When can I expect to receive my order?

If you order a product on the internet, you want to receive it at home as fast as possible. We understand. Therefore we guarantee that on working days, your order will be sent within 24-72 hours.
DHL is our transporter, and we managed to have incredibly low shipping costs.

Benelux €6,95
Germany €10,-
Rest of Europe €25,-
Rest of the world €50,-
4 Return policy
4.1 30 days return policy

We aspire to give our clients enough time to consider keeping or returning our products, or it might happen that you prefer to receive another size or color of the article you purchased. Therefore you may return/exchange your order until 30 days after you received your order. The only thing we would like to ask you; please return our goods with good care, in the original state. 

4.2 How do I return my order?

We always hope that our clients keep the purchase they have made. However, if your order is not to be as pleasuring as you had hoped, your products do not fit, or you want to receive another color, you may use these instructions to help you return the order. 

1)   We added a returns form in the package, we would like you to fill in the complete form. If you want to exchange your order, you may fill in your wishes on what color/size you want to receive instead. If you only want to return the goods you have received, it is important you fill in your personal information as well.

2)   Consequently, you can return the package in original state to:

t.a.v. retouren Q1905
Zoete Inval 4
4815 HK Breda

3) You are responsible for the package until we have received at our office. Therefore we advise you to keep a proof of sending. The costs of returning your order are to be paid by you. Unless the return is caused by a fault that is ours. More about that in the part: Warranty.

4.3 Warranty

We always try our very best to deliver high quality products. Because we have made that one of our first priorities; we dare to take full responsibility when the quality is not in order.
If you recognize that your received product does not match our quality standards, you may return the good to us. When we have received your return we will examine within 60 days if we indeed delivered you a lack of quality good. If we agree, you will of course receive a new good, and we will refund you costs of returning. We find that very normal.

4.4 Process of returned goods
When you decide to return or exchange your ordered good, you may do that by using a transporter you prefer. This however, does mean that the responsibility for the package if yours until we have received it at the office. Therefore we would advise you to always ask for a proof of sending at the post office. When we have received your package, you will be notified immediatly.
4.5 Download the returns form

Click here to download a PDF document with the returns form.

5 Customer Service
5.1 Questions
We want you to experience the greatest service, therefore we would like to encourage all our clients to come to us with all their questions!

Telephone number: +31 786748414 (to be reached on working days between 9AM and 5PM)
E-mail: [email protected] 

5.2 Suggestions
Our clients are our priority. Therefore we are continuously investing in renewal and improvement, but you as clients often have the greatest ideas. We would like to welcome all these suggestions related to our products and services on our e-mail: [email protected]

5.3 Complaints
However we do everything with the greatest care, it might happen that something is not right. We are all human beings after all. But what is very important to us, is that you contact us when you experience this. Because when you let us know, we can anticipate and improve. Therefore we would like you to inform us directly when having any complaints.

Telephone number: +31 786748414 (to be reached on working days between 9AM and 5PM)
E-mail: [email protected]