Frequently Asked Questions
Frequently Asked Questions
How do I place an order?
I cannot find my confirmation e-mail. Where is it?
I see a very low price on your website, is this correct?
I want to cancel my order. How do I do that?
I cannot provide my VAT number. What do I do now?
I can no longer find a certain product on your website. Do you still sell this product?
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Do you charge shipping costs?
What delivery time can I expect?
I entered a wrong shipping address. What should I do?
What do I do if I am not at home when my parcel arrives?
I did not receive my Track and Trace number. Why?
Which countries do you ship to?
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How can I pay?
What’s included in the price?
Why did I receive a double invoice?
Why has my credit card payment been declined?
Returns and warranty
How to return my order?
What does a “55-day return policy “ mean?
Exceptions to the 55 days return period
I have ordered a bundle, but wish to return part of it. Is this possible?
What is the warranty period?
What are the warranty limitations?
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Coupon codes & Rebates
What kind of coupon codes can I get?
How can I use my coupon code?
I have received a discount code, but it is not working. What should I do?
My discount code has expired. Can I still use it?
Can I get a new discount code?
Is it possible to use multiple coupon codes for one product/order?
Installation of smart home products
What are the costs of an installation?
What is included in the installation?
Are there any terms and conditions for smart product installation?
How do I request an installation?
Do you install any product from your website?
Do you also install smart thermostats?
Technical Help General
Questions about our products?
Products - General - A part of my order has been broken. Do you have a spare part for me?
Products - General - How can I check if my WiFi is strong enough? (speed test)
Products - General - How can I check if my WiFi is strong enough? (wifi analyzers)
Products - General - Problems / updates with the app
Products - General - I cannot scan the QR code of the product
See all 9 articles
Technical Help Security
Products - Security - Tips against theft
Products - Security - Which cameras work without a subscription?
Products - Security - Which security cameras can I use to save recordings on my NAS?
Products - Security - Do I have to have a subscription with a Nest or Ring camera / doorbell?
Products - Security - Nest Aware
Products - Security - What do I need to install the Nest Hello?
See all 19 articles
Technical Help EV Chargers
Products – EV Chargers - Which charging station do I need for my home?
Products – EV Chargers - What is the difference between 1-phase and 3-phase?
Products – EV Chargers - How does a 1-phase or 3-phase charger work?
Products – EV Chargers - How do I check if I have a 1-phase or 3-phase connection?
Products – EV Chargers - Dynamic Load Balancing
Products – EV Chargers - How long will it take to charge my car?
See all 7 articles
Technical Help Heating
Products - Heating - Recommended Wi-Fi network and router settings for the Nest thermostat
Products - Heating - Tip: keep your old thermostat
Products - Heating - What is the difference between on-off and modulating / OpenTherm heating?
Products - Heating - I have a malfunction in my boiler / thermostat. What can I do?
Products - Heating - What information do we need to help you with a malfunction?
Products - Heating - Troubleshooting checklist
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Technical Help Multi zone
Products - Heating - I want a multizone system. Do I need a smart radiator valve on every radiator?
Products - Heating - What is the difference between the Evotouch / Evohome with and without gateway?
Products - Heating - What is the difference between the smart radiator vales from Evohome (HR92 - HR80)?
Products - Multi zone - The battery of my Evohome Control Panel runs out quickly. What can I do?
Products - Heating - My Evohome valve does not respond (anymore)
Products - Heating - Frost protection: My Evohome valve is switching on unprompted.
See all 11 articles
Technical Help Lighting
Products - Lighting - Is the product [x] from Osram product compatible with Philips Hue?
Products - Lighting - Which brands work together with Philips Hue?
Products - Lighting - How many Philips Hue products can I link to 1 bridge?
Products - Lighting - Can I link Hue lamps with my HiFi system or my TV?
Products - Lighting - How to reset a Philips Hue lamp with the Hue dimmer?
Products - Lighting - How can I connect my Innr lamps to the Philips Hue bridge?
See all 10 articles
Technical Help Home Automation
Products - Home Automation - Why does the brush of my Neato robot vacuum cleaner no longer work?
Products - Home Automation - Does a Powerline work in every outlet?
Products - Home Automation - How many Netgear Orbis do I need for a complete Wi-Fi coverage in my home?