General
    What is a Private order and what is a Business order?
    What does “Destination country” mean?
    Which email address do I have to use?
    Why do I have to fill in my manager details?
    I don’t have a location code; can I still place my Business order?
    To which address should I send my items?
    What is a cost centre and where can I find mine?
    What is my Corporate Key and where can I find it?
    I received a confirmation email. Do I need to take action?
    What is an order number and where can I find it?
    Can I cancel my order?
    Can I make an urgent order?
    I have some questions, who can I contact?

Shipping/delivery
    When can I expect my order to be delivered?
    I didn’t receive my order, who should I contact?
    Which company will ship my order?

Products
    The item I want to order is out of stock. When can I order it again?
    Can I order fewer products than the standard quantity?
    Which currency is used?
    How do I know which size to order?
    How will I receive my products?
    Is it possible to wrap my item in a gift wrap?
    Return policy

Payments
    I’m making a Private order. How can I pay for my products?
    Do I need to pay any taxes?


General

What is a Private order and what is a Business order?
A Private order is for personal use of the items. In this case, you can pay via your credit card, iDEAL or PayPal. A Business order is strictly business related, the costs will be charged through the internal payment system of ING.

What does “Destination country” mean?
The country where your item needs to be delivered to is the destination country. This destination country can be different from your country of residence. This is important to know so we can calculate the right amount for the shipping.

Which email address do I have to use?
For making an order, please use your ING email address. A confirmation email will be sent to this email address.

Why do I have to fill in my manager details?
When you are placing your business order, you are asked to fill in your manager’s details. After your order is received, a copy of your order details will be send to your manager.

I don’t have a location code; can I still place my Business order?
Yes, even without a location code it is possible to make an order. But if you do have a location code, it will make the delivery process go faster and easier.

To which address should I send my items?
Your items should be sent to the visiting address of your department for Business orders. Deliveries to your P.O. Box are not possible. The delivery process will go faster and easier when you have a visiting address. For Private orders please provide a full street address.

What is a cost centre and where can I find mine?
A cost centre is a number linked to your department in our financial system, and is used to specify which costs are incurred by your department. When you make a business order, the amount of your order will be charged directly to your Business Unit or Department. To make sure that the right Business Unit and cost centre is charged, please select the correct business, region and country you are in. For NL Business Units the cost centre numbers can be found in PeopleFinder.

What is my Corporate Key and where can I find it?
Your Corporate Key is a code which is given to each employee within ING. Your Corporate Key consists of two letters, two digits and again two letters. (e.g. AB12CD) You can find your Corporate Key in PeopleFinder under general information or with your HR department.

I received a confirmation email. Do I need to take action?
Yes, please click on the confirmation link included in the email within 72 hours. Otherwise, your order will be cancelled automatically.

What is an order number and where can I find it?
Your order number consists of one capital and four digit numbers if you are making a Business order or of 4 digits if you are making a private order. You will receive this number in the order confirmation email that is send to you when you’ve placed your order. Your order number is necessary to track and trace your items during the delivery process.

Can I cancel my order?
No, you cannot cancel your order once you have confirmed it by clicking on the link in the confirmation email.

Can I make an urgent order?
Your order is always delivered as soon as possible. For the delivery timings please click here. If you need your item quicker, please contact our helpdesk. Please note that for urgent deliveries the shipping costs are significantly higher.

I have some questions, who can I contact?
If you have any questions, you can contact the helpdesk via the Giftshop’s Contact Form.

Shipping/delivery

When can I expect my order to be delivered?
The expected delivery transit times are: Countries within the EU: 4 working days. Countries within Europe but outside the EU: 5-6 working days. Countries outside of Europe: 6-8 working days. These delivery times may vary due to time needed to clear customs in the destination countries.

I didn’t receive my order, who should I contact?
If you haven’t received your order within the indicated time, first check the delivery status. You will need your order number and confirmation mail to check on the delivery process. You can find your order number in the confirmation email you’ve received after placing your order. If your order will be delivered in the Netherlands, please forward your confirmation email to customerservice.mrs@cevalogistics.com For International Orders, please forward your confirmation email to desk.sameday.nl@dhl.com. Your request will be handled as soon as possible on the first business day.

Which company will ship my order?
The Giftshop’s warehouse is cooperating with DHL. All your International orders will be shipped and delivered via DHL. For more information about DHL, please visit www.dhl.com

Products

The item I want to order is out of stock. When can I order it again?
We always try to keep up with our stock. If the item you want to order is out of stock, please check the Giftshop regularly, since it should be in stock again soon. If you would like more information about it you can contact our Helpdesk

Can I order fewer products than the standard quantity?
Unfortunately, is it not possible to order a smaller amount of products than the standard quantity because all the items are already carefully packed.

Which currency is used?
All prices are stated in Euros.

How do I know which size to order?
For clothing sizes, there is a special size chart on the Giftshop.

How will I receive my products?
All of the items are carefully packed in boxes or plastic. Most items are packed per piece.

Is it possible to wrap my item in a gift wrap?
Because the items are packed already, it is unfortunately not possible to receive your items gift wrapped. It is possible to order a roll of ING wrapping paper through the Gift Shop.

Return policy
Returning goods of International orders is not advised, because of costs concerned. When you want to place a return request, please send an email to the Helpdesk, stating your order number, the goods you want to return, the reason, and the location from where you want to return the goods. We will contact you about the return procedure.

Payments

I’m making a Private order. How can I pay for my products?
For private orders payments can be done by: Paypal, iDeal or Credit Card.

Do I need to pay any taxes?
If you are making a private order, a tax of 19% is already included in the price. For business orders, the tax rate is 0%.