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Frequently asked questions
How do I order a book with T.W.I.S.T.?
To be able to order you need to create an account. You can do this during the ordering process.
Will I receive a Track-and-Trace code?
You will receive a Track-and-Trace code via email from PostNL when your package is packed and ready for shipment. You can check when your package will be delivered on the website mentioned in the email.
Who delivers the books?
Namens T.W.I.S.T.. The VU Bookstore in Amsterdam will send the books. Delivery is done by post.nl.
How long does it take for a book to be delivered?
We deliver books that are in stock the next working day. We can therefore deliver almost all textbooks very quickly. If the books are not in stock, delivery of Dutch textbooks 2 and non-Dutch textbooks takes 3 working days; with some exceptions.
Questions? Click hier We will gladly answer your questions.
I did not receive my order (yet), what should I do?
You can see online whether your order has been shipped or is still being processed.
If your order has the status 'shipped' in your account, but you have not yet received it, first check the Track and Trace code you have received in your mailbox. If you have not received your order 3 working days after it has been shipped, you can send an email Click here
In order to be of service to you as quickly as possible, we kindly ask you to state your order number in the e-mail.
How can I pay?
You can pay through Ideal or credit card.

Where can I find information about my invoices and payments?
You can view the status of your orders online and view your invoices via mijn account. Have you forgotten your password? Request it online via wachtwoord vergeten.

How long will it take for my payment to be processed?
Your payment via Ideal will be processed immediately after you have paid online via the bank. You can see that you have paid electronically by a mention on the invoice and an email you receive from the bank. In our case, it is Ogone who processes the payments from the banks and credit cards.

How do I get a copy of my invoice?
You can download a copy of the invoice through mijn account.

Can I still change the information on my invoice?
You cannot change the invoice yourself (online). If you want a custom invoice, you can contact us by email.

I have returned or canceled my order. When will I get my money back?
We strive to refund returns and cancellations as soon as possible. If you haven't received anything after a week, you can send an email stating your name and the title of the book:
How can I cancel my order?
You can cancel your order during the ordering process. To do this, remove the books from your shopping cart. Have you already paid and still want to cancel your order? In this case, please contact us. Please state your order details in the communication.
Email: Click here

I canceled my order, but the book was delivered anyway. What should I do?
If your order was delivered despite a cancellation, the order was already too far in the process to be able to cancel. In this case, please contact us by email. Please state the order details in your email.
Email: Click here
Returns
You can always return undamaged books, in accordance with article 6, 7 en 8 of our Terms of delivery . The buyer has the obligation under the Distance Selling Act to check whether the goods comply with the agreement upon delivery. If this is not the case, the buyer must inform the seller in writing or by e-mail within ten working days of receipt. If it is demonstrated that the goods do not comply with the agreement, has the choice to replace the products concerned with new products after their return or to refund the invoice value thereof.

If you want to return a book, you must enclose the purchase receipt (a copy) with the shipment.

Which textbooks can I NEVER return?
With the exception of technical defects, books that have been sold sealed (with plastic packaging) and are no longer sealed may NOT be returned.
Books with a code may never be returned!
Returns are only accepted if the goods are undamaged.

Who pays the return costs?
The costs for these return shipments are at the expense of the buyer.
Return shipments are at the risk of the buyer. This means that T.W.I.S.T. can not be held accountable for the damage or loss of returned items. Always ask for a Track-and-Trace code.

Do I automatically get my money back when I return an order?
If your return meets the above conditions, you will receive the purchase amount back into your bank account.

Pay attention! Study books are NEVER taken back in the last week before the exam and when the period has ended.

I have bought a study book, but I am going to quit my studies. Can I return the textbook?
You can only return textbooks if you can demonstrate that you have quit your studies. The books must be in perfect condition. T.W.I.S.T. charges 20% return costs.
Do I have warranty on my items at T.W.I.S.T.?
For all articles that you have ordered on the website of T.W.I.S.T. the legal warranty rules apply. This means that an item must be in good condition. If you receive an article / book where this is not the case, we will be happy to help you find a suitable solution. We can send a replacement item or refund the purchase price.

I have ordered textbooks through T.W.I.S.T., however, these have arrived in damaged condition. What can I do?
You have the right to return damaged books purchased at within 14 days. You can return the books by post.
How do I make an account?
During the ordering process, you enter your address details and choose the delivery method. You can then view and change your data via mijn account.
You can change your delivery address the next time you order.

I forgot my password, what should I do?
Through mijn account you can easily request your password on the website. After entering your email address you will receive a password reset link by email.

I have moved, where can I report this?
You can change your details the next time you order or directly via mijn account. Would you like to have your book delivered elsewhere than at the address you specified when placing your order? If the book is not yet at post.nl, we may be able to adjust it. Send us an email immediately. Please state your order details in your message.
Email: Click here

I have a different e-mail address, where can I pass this on?
You can change your details the next time you order or directly via mijn account. Do you not want to order anything and do you find it easier that we adjust it? In this case, please contact one of the employees of the order department. Please state in the communication that it concerns an order via T.W.I.S.T..
Email: Click here
Waar kan ik mijn studieboeken kopen?
Study books on this website from T.W.I.S.T. you can buy online here. Thanks to the unique lowest price guarantee that T.W.I.S.T. provides you will not find your study books cheaper anywhere!

Lowest price guarantee
You will not find the textbooks that T.W.I.S.T. provides cheaper anywhere else. As a member you get a lowest price guarantee! Can you buy the study book cheaper at a regular Dutch webshop (also Bol.com!)? Then you will receive the difference back. Please note: this guarantee only applies in the run-up to and during the period that you need the study book.
Did you find it cheaper somewhere else? Mail hier

Can I see which textbooks T.W.I.S.T. still has in stock?
You cannot see which books are in stock on our website. The rule of thumb is that all study books for the current and coming period can be delivered the next working day if you order them online. Do you want to be completely sure? Send an email: hier and receive an answer the same working day.

I need a textbook and the course has already started, but the book is out of stock. What now?
Occasionally there may be some delay in the delivery of textbooks. We do everything we can to have the compulsory study books in stock as soon as possible. Usually the following applies: if you don't have it, then the others don't have it either. We do our utmost to deliver the book to everyone as soon as possible. We inform the teacher in case of problems.

I have bought a study book, but I want to quit the course. Can I still return the book?
You can return textbooks in exceptional cases. Send an email: hier State immediately that it concerns an order via T.W.I.S.T.

I am going to follow a course but I can not find it on the website of T.W.I.S.T.. What do I do?
No books are prescribed for some courses. Those courses are therefore not available online. Of course it may be that a subject is not listed and a book is needed. We would like to hear that mistake through: email

Ik wil graag al mijn studieboeken in een keer kopen, kan dat?
You can buy textbooks for the whole year, but we strongly advise against it. Not only is it expensive, but you also take a risk. Sometimes changes occur in the prescribed literature, or new editions of books appear. This could mean that you bought the wrong book, or that you bought a book that you don't need at all. If you order books per period, you are always in the right place!

I need a syllabus, can I buy it at T.W.I.S.T.?
T.W.I.S.T. verkoopt geen syllabi.

How much discount do I get on my study books if I am a member of T.W.I.S.T.?
If you are a member of T.W.I.S.T., you get a very high discount on your study books.

Discount on Nederlandstalige studieboeken
Before a period starts, you will receive a 10 percent discount on Dutch titles when ordering via T.W.I.S.T.. This has to do with Dutch legislation. You will only receive this discount in the period stated online with the titles. Once the period has started, you will receive a 5 percent discount online when you purchase 2 different Dutch-language books from a study association.

Discounts on Engelstalige boeken
English (study) books are always super affordable if you are a member of T.W.I.S.T.. Also pay attention to the lowest price guarantee that applies to you as a member of T.W.I.S.T.. This way you always pay the lowest price for foreign books.

Where can I join T.W.I.S.T.?
Become a member of T.W.I.S.T. while ordering! That is easy to do. With your first order you usually already cover the membership fee through discounts!
Verkoopt T.W.I.S.T. second-hand textbooks?
If a book is available second-hand, it will be sold through this website to members of T.W.I.S.T..

What price do I pay for a second-hand book?
That differs per book. When ordering you can choose from 'used' and 'intensively used'. In the latter case you pay even less, but then there are more marks present in the book.
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