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FAQs

Order

Is there a minimum order quantity?

Yes, we have a minimum order quantity of 15 euro excluding VAT and excluding shipment.

When will I receive my order?

As soon as payment for your order has been received, your order will be processed. You will receive email confirmation of your order, your payment, processing and eventually dispatch. We aim to dispatch all orders within 5 working days.

Can I change my order after ordering?

Changing your order after the confirmation and shipment isn’t possible.

Can I cancel my order?

Yes it is possible to cancel your order. You can do that by using our contact page.

What do I need to do when my order isn’t complete?

Please send us a private message using our contact page, so that we can solve your situation as quickly as possible.

Do I get a order confirmation?

Yes, you will get a order confirmation after the payment.

I haven’t received a order confirmation after payment?

Please check your spam box, if it isn’t in there just contact us to figure out what happend.

How can I track my orders and payment?

After logging into your account, the status of your checkout history can be found under Order History. For orders via registered postage, a tracking number (article tracking number) will be given to you after the receipt given from MyParcel or PostNL.

What happens in the event of unsatisfactory/wrong/missing products?

We take such matters very seriously and will look into individual cases thoroughly. Any product that falls under the below categories should not be thrown away before taking photo proof and emailing the photo of the affected product and your D.O (Delivery Order) to us at info@brooksespressomachines.com.

We regret to inform you that no refunds will be given for orders that fall under the below categories.

1. In the event that the sample you've received is unsatisfactory in any way you perceive, we will require photo proof of the product and your D.O (Delivery Order) as well and you may be required to send us back the product for close inspection and review before a decision is made to re-send a product to you at no cost, subject to availability. The postage cost will be credited back to your account after we receive the returned item.

2. In the event that you've received the wrong product, we will require photo proof of the wrongly sent product and D.O (Delivery Order) and after reviewing, you’ll receive our confirmation. After the confirmation, you must place a new order with the product that you want. You will be charged with the shipping costs.

3. In the event you've received your order with a missing product, we will require you to email us a clear photo proof of your D.O (Delivery Order) to info@brooks-espressomachines.com and after which, kindly give us a call at PLEASE SPECIFY PHONE NUMBER HERE and our customer service officer will attend to you to find out more before a decision is made to re-send the missing sample to you at no cost, subject to availability.

Confirmation

How do I know that my order has been accepted?

As soon as your order is received, you will receive an email confirmation with all the details of your order. When your payment has been received, you will receive a new email with the payment confirmation.

What is the current status of my order?

In order to keep you informed about the most recent information on the processing and delivery of your order, Harman will send you a new confirmation with the latest status at each step of the ordering process.

Products

Why is there a price difference between some parts?

The more `expensive` parts are custom made by us for each individual machine. The "cheaper" parts are quite often still in production with manufacturers.

The listing says that the part will be made on order, how long will it take when my shipment is ready?

On average this takes two weeks, but if it takes longer we will contact you.

Do I get warranty on the products I buy?

Yes you will get warranty on spare parts for a period of 2 years, except electronic components. For the espresso machines there is a warranty of 6 months on the parts.

Why are the restored machines so expensive?

The price varies per machine. If you have a more common machine like the Faema E61, they are cheaper because they aren't that rare. When you are looking for the early Faema or La Marzocco machines, they can be a lot more expensive because they are rare.

Besides that, for almost every machine the parts need be custom made. The next thing which makes it expensive is re-chroming a machine. This is a labour intensive job if you want to get the chrome even nicer than it originally was.

Payment

Which kind of payment methods do I have?

For payments we use Paypal and Sofort Banking.

How do I make payments using PayPal? How does it work?

Paypal is the easiest way to make payments online. While checking out your order, you will be redirected to the Paypal website. Be sure to fill in correct details for fast & hassle-free payment processing. After a successful Paypal payment, a payment advice will be automatically generated to Brooks-EspressoMachines.Com system for your order.

It's fast, easy & secure.

Can I pay using PayPal without a PayPal account?

Yes! It is commonly misunderstood that a Paypal account is needed in order to make payments through Paypal. The truth is you DO NOT need one, although we strongly recommend you sign up to enjoy the added ease of use.

Without a Paypal account, all you need is any Debit/Credit card stated below that is supported by Paypal.

By using Paypal, we can process & deliver your orders to you in a shorter time. Paypal is the easiest & most secure way to make payment online. No account needed.

For more details, click here (link to https://www.paypal.com/sg/webapps/mpp/how-paypal-works) to see how Paypal works for you.

Are the prices including or excluding VAT (Value Added Taxes)?

The prices are excluding VAT, so if you are located in the European Union there will be a extra 21% Dutch VAT with the final price.

If you are from outside the EU you don’t need to pay any VAT.

Can the VAT be deducted? (only for business in the EU)

Yes, if you have a registered VAT number you don’t need to pay the VAT. If you are a company from the Netherlands you still need to pay the VAT.

Shipment

Do you ship globally?

Yes we do ship globally! But we are not responsible for additional charges you may incur as a result of international duties.

How do you ship my orders?

All your orders are sent via MyParcel and PostNL.

How much can I ship and what are the rates?

Orders over 80 euros excluding VAT are shipped for free globally. Orders under 80 euros have a shipping charge.

Can I also have my product delivered to an address that is different to my invoice address?

When placing your order you can indicate whether the order should be delivered to your invoice address or any other address (e.g. your work address).

Can i change the delivery address when the item has been shipped?

The delivery address can’t be changed when the item has been dispatched.

My order has been dispatched, but I have not yet received anything.

We always provide a tracking number with the items, so that you can trace every movement.

The average transit times are:

Europe it is 3 - 5 working days;

Rest of the world 5 - 10 working days*

*For shipments outside of Europe this is excluding the time that customs takes.

Is there a cheaper way of shipping?

For the smaller objects which fit in a envelope we can ship them cheaper. But there is no tracking on these shipments.

If you want to track your shipment you need to send us a email so we can arrange that.

What happens if there's been a delivery mishap to my order? (damaged or lost delivery)

We take such matters very seriously and will look into individual cases thoroughly. Any product that falls under the below categories should not be thrown away before taking photo proof and emailing the photo of the affected piece and your D.O (Delivery Order) to us at info@brooksespressomachines.com.

We regret to inform you that no refunds will be given for orders that fall under the below categories.

1. In the event of damaged products received, we will require photo proof of the affected pieces and your D.O (Delivery Order) in order for us to investigate and review before a decision is made to re-send the product to you at no cost, subject to availability. In light of this, any product that falls into this category should not be thrown away before taking photo proof and emailing the photo to us at info@brooksespressomachines.com

2. In the event of lost mail, we will try to locate the delivery team in MyParcel or PostNL and if there's a clear indication that your order is indeed lost, we'll re-send the order to you at no cost, subject to availability.