FAQ
Frequently Asked Questions
Do you have a question about ordering, payment, shipping, returns, or the quality of our second-hand products? Below you will find the answers to the most common questions.
š Ordering
How do I place an order?
Choose the desired product and add it to your shopping cart. Then log in to your existing account or easily create a new account. Ordering is easier and faster with an account.
Continue through the ordering process, fill in your details, and choose an available payment method.
Before placing your order, you must confirm that you have read and agree to the general terms and conditions.
After a successful order, you will receive a confirmation by email.
Can I order multiple products at once?
Yes. You can add multiple different products to your shopping cart at once and check out together.
For some products, multiple copies are available. In that case, you can order multiple copies of the same product, as long as the available stock allows.
Because many products at Ed2cate are second-hand and unique, the stock of certain items is limited. For example, when only 2 copies are available, you can order a maximum of 2 copies.
Can I reserve a product?
No, products are generally not reserved in advance.
A product remains available to other customers until an order has been successfully placed and the stock has been processed accordingly through the ordering process.
Is a product reserved for me as soon as I place it in my shopping cart?
No. Adding a product to your shopping cart does not automatically mean that the product is reserved for you.
For second-hand products, stock may be limited. It is therefore possible that a product is no longer available if you do not complete the ordering process in time.
Why are some products only available in limited quantities?
Many products at Ed2cate are second-hand and often only available once or a few times.
Therefore, a product may have limited stock and it may happen that an item quickly sells out. We regularly update the webshop with new second-hand finds.
Can I still cancel my order?
If your order has not yet been processed or shipped, you can contact Ed2cate as soon as possible. We will then see if the order can still be modified or canceled.
After shipping, the statutory right of withdrawal may apply.
Can I still change my order after placing it?
Contact us as soon as possible if you want to change something after placing your order, for example your delivery address or the contents of your order.
We can only make a change if the order has not yet been processed or shipped and the change is practically possible.
š³ Payment
Which payment methods can I use?
Currently, you can pay at Ed2cate via:
* Bancontact
* iDEAL
*Bank transfer
* Apple Pay / Google PayĀ
* Other available payment methods
The checkout always shows the payment methods that are available at that time.
Can I pay by bank transfer?
Yes, when this payment method is available during checkout.
Payment by bank transfer must be made within 5 calendar days after placing the order.
The order will be processed and shipped as soon as the payment has been received by Ed2cate.
What happens if I do not pay on time?
If your payment is not received within the payment period, Ed2cate may send a payment reminder.
If payment still does not arrive after that, the order may be canceled, insofar as this is legally permitted.
Will I receive an invoice for my order?
Yes! After your order, you can easily download the invoice as a PDF via your order confirmation. You can also find the invoice in your customer account, so you can consult it again at any time.
Can I pay for my order upon collection?
No, payment at the door or upon collection is not possible at Ed2cate. Orders that you come to collect yourself must also be paid in advance via one of the available payment methods in the webshop.
š¦ Shipping & delivery
Where can I have my order delivered?
Ed2cate delivers to home addresses and pickup points/post points that are offered as available delivery options during the ordering process.
The available shipping methods, delivery options, and shipping costs are clearly displayed before you complete your order.
Are you choosing delivery to a pickup point or post point? Then select the desired pickup point via the provided selection procedure after payment. Do not forget this step, so that your package is sent to the correct pickup point.
Ā Ā Ā
You are responsible for picking up your package on time within the storage period indicated by the carrier.
How quickly will my order be shipped?
Ed2cate does its best to ship orders within a reasonable timeframe and without unnecessary delay.
During certain periods, such as holidays or temporary absence, processing and shipping may take longer. If this is the case, it will be clearly stated on the webshop in advance.
Will I receive a track & trace code?
When the chosen shipping method offers a track & trace code, you will receive this information via email and can also check it in your account as soon as your order has been shipped.
Can I track my order?
Yes. When track & trace is available, you can follow the shipment via the details in the shipping confirmation.
When you have a customer account, you can also consult your available order and shipping information there.
What should I do if my order does not arrive?
First check the track & trace information when it is available.
If your order is not delivered according to the tracking, the shipment remains in transit for a long time, or there is another problem with the delivery? Then contact Ed2cate via info.ed2cate@gmail.com and mention your order number and, if available, the track & trace code.
We will then look together at what is going on and what further steps are needed.
What if I receive a damaged package?
Check your order upon receipt as soon as possible.
If the package or the product is visibly damaged, it is useful to take photos of this and contact Ed2cate as soon as possible via info.ed2cate@gmail.com.
At that time, mention your order number and add photos of the packaging and the damage if possible.
What if I receive the wrong product?
Contact Ed2cate as soon as possible via info.ed2cate@gmail.com and mention your order number.
If possible, also send a photo of the received product and the packaging. We will then see what went wrong and look for a suitable solution together.
Can I also pick up my order myself?
Yes! You can choose to pick up your order directly at Ed2cate. This way, you do not pay shipping costs.
As soon as your order is ready, you will receive an email confirming that your package can be picked up. Wait for this email before coming to pick up your order
š My package is at a pickup point
What happens if I do not pick up my package on time?
If your package is not picked up on time, the carrier may automatically return it to Ed2cate.
When the package comes back to us, we will contact you to discuss how the order will be further handled.
I still want to receive my order. Is that possible?
Yes. When the package has been returned to Ed2cate and you still want to receive it, we can reship it.
Because a new shipping label is required for the new shipment, you pay the new shipping costs in advance.
I no longer want my order. What then?
Not picking up a package is not automatically considered an exercise of the right of withdrawal.
If you want to make use of your right of withdrawal, you must inform Ed2cate of this. Further handling takes place according to the legal rules and our Returns and Warranty Policy.
ā©ļø Returns & right of withdrawal
Can I return my order?
Yes. As a consumer, you generally have a statutory right of withdrawal of 14 days for an online purchase.
You do not need to give a reason for this.
When does the 14-day period begin?
The period generally starts to run from the day on which you, or a third party designated by you who is not the carrier, physically receives the product.
For an order with multiple products that are delivered separately, specific legal rules may apply.
Who pays for the return shipment?
The direct costs of returning are borne by the customer, as further described in the Returns and Warranty Policy.
Will I get my original shipping costs back?
In the event of a full withdrawal, the received payments are refunded according to the legal rules. This includes, where legally required, the cheapest standard delivery that was offered for the original order.
In the event of a partial return, the original shipping costs are not refunded when you keep the remaining products from the order.
Do I have to return a product in the original packaging?
You do not have to use the same shipping box or shipping packaging in which your order was delivered.
When the original packaging is part of the product, for example the box of a game, puzzle, or toy item, it must be returned together with the product during a return. The product may therefore not be returned alone out of the original product packaging.
In addition, pack your return firmly and carefully, so that the product is sufficiently protected against damage during transport. A sturdy box or other suitable protective packaging is therefore recommended. A thin plastic bag is, for example, not suitable for a product that can easily be damaged during transport.
Ed2cate cannot be held liable for damage that occurs during the return shipment due to insufficient or improper packaging by the customer. Any reduction in value that is the result of careless return packaging may, insofar as legally permitted, be borne by the customer.
How will I be refunded after a return?
In the event of a statutory withdrawal, Ed2cate will refund you via the same payment method with which you paid for the order. The refund takes place according to the legal timeframes and conditions.
Prefer a store credit? Would you rather receive the amount as credit on your customer account to shop at Ed2cate again later? This is possible if you expressly agree to this. State your preference in your email with your return request.
Is refund via the original payment method not possible? Then Ed2cate will contact you to agree on a suitable alternative refund method. An alternative method, such as a bank transfer or store credit, will only be used if this is legally permitted and you agree to this.
š§ø Second-hand products & quality
Are all products second-hand?
No, at Ed2cate you will find both second-hand and new products. Our offer consists mainly of second-hand toys, games, and educational materials, supplemented with new products.
Each product is carefully selected and checked before it is offered in the webshop. The condition of the product is clearly stated in the product description, so you know what to expect.
How is the condition of a second-hand product assessed?
Each product is personally and carefully checked before it is offered in the webshop.
We assess, among other things:
- the general condition of the product;
- the completeness and presence of the necessary parts;
- the functionality, when this is applicable to the product;
- visible signs of use, damage, or other peculiarities;
- the age and nature of the product and what you can reasonably expect from a second-hand item.
In addition, we look at the product from our educational experience: is it still well usable, what can a child discover or learn with it, and does the product fit the age and developmental phase for which it is intended?
Relevant signs of use, damage, or other deviations are stated as clearly as possible in the product description and/or photos.
Products that pass our Ed2cate Quality Control are provided with the Quality Control label.
Our goal is not to place as many second-hand products online as possible, but to offer a carefully selected and reliable assortment.
What does the Quality Control label mean?
The Ed2cate Quality Control label means that the product was personally and carefully checked before being placed in the webshop.
Depending on the type of product, the general condition, completeness, and functionality, where applicable, are looked at, among other things.
Are incomplete games or puzzles sold?
Ed2cate does not sell incomplete puzzles or games where essential parts are missing.
When a product has a specific missing part that does not affect the usability as described, this is clearly stated in the product information.
Why is not the same information stated for every product?
The products of Ed2cate are second-hand and can differ greatly from each other.
Therefore, we try to provide the information per product that is relevant for that specific item, including the condition, possible signs of use, contents, and peculiarities.
How do I know exactly what is included with a product?
What you see is what you get! You receive exactly the product and the parts that are shown on the product photos and mentioned in the product description.
Therefore, look carefully at the photos and product description before you order. We mention any missing parts or peculiarities as clearly as possible with the product.
š”ļø Warranty
Do I have a warranty on a second-hand product?
Yes. As a professional seller, Ed2cate offers the statutory conformity warranty for second-hand goods.
At Ed2cate, this statutory warranty period is 1 year from delivery, in accordance with the applicable legal rules.
What if my product is defective?
Contact us as soon as possible via info.ed2cate@gmail.com.
Preferably mention:
*your name;
* your order number;
* which product it is;
* what the problem is;
* and if useful, photos or a video.
We will then see if the problem falls under the statutory warranty.
Does normal wear and tear fall under the warranty?
Normal wear and tear that fits the age, nature, and previously stated condition of a second-hand product does not automatically constitute a non-conformity.
Damage that occurred after delivery due to incorrect or careless use also does not automatically fall under the statutory warranty.
More information can be found in our Returns and Warranty Policy.
š Gift Cards
How long is a gift card valid?
An Ed2cate gift card is valid for 1 year from the date of issue.
Can I combine multiple gift cards?
Yes. Multiple gift cards can be combined in a single order.
What happens if I don't use the full amount of my gift card?
The remaining balance will be available for a future order, provided the original expiration date has not yet passed.
Can I have my gift card paid out?
A gift card cannot be exchanged for cash or refunded, except where required by law.
š© Contact
I have a question that is not listed here. What can I do?
No problem. Feel free to contact Ed2cate.
You can reach us via:
Email: info.ed2cate@gmail.com
You can also use the contact form, the chat function on the website, or our Facebook page.
When asking about an existing order, please include your order number. This will allow us to help you more quickly.