Frequently Asked Questions (FAQ)

FAQ - Frequently Asked Questions

It is possible that not everything is immediately clear. What are the shipping times, warranty handling or what about your privacy at NovaCustom. On this page you will find the answer to the most frequently asked questions of NovaCustom.

Do you have another question which is not mentioned on this page? Please contact us.

General questions

Questions which are general.

How can I cancel my order?

Send an e-mail to [email protected] with at least your order number, or contact us in another way.

Can I return my order and get fully refunded?

When you place an order, you have 14 (fourteen) days the right to return your purchase. You do not have to give a reason for this. You can claim your return on this page: warranty page (you might have to be logged in). As an alternative, you can also contact us through the contact page. The shipping costs are for the buyer.

Please note that terms and conditions are applied. Most important is that we can resell the product as new.

At any case of warranty, other conditions are applied! Please see our warranty conditions.

Is it possible to get discount when I buy regularly?

For example as a business customer or IT project? Please send us a detailed e-mail. You can also use the other contact options.

Where can I find the privacy policy and Terms and Conditions?

You can find the Terms and Conditions of NovaCustom/configurelaptop.eu here. You can find our privacy policy here.

Do you have a showroom?

Not all of our products are in direct stock. We can show you our laptops which are in direct stock. We do not have an unnecessary showroom, but a simple office in the east part of the Netherlands.

If you would like to visit us, we would appreciate it if you would make an appointment first.

Payment

Questions about payments and invoices.

How can I pay my order?

You can pay securely and easily with iDEAL, Sofortbanking, Bancontact, PayPal, Giropay or via bank wire transfer. But it is also possible to pay by credit card or via a foreign payment processor such as KBC / CBC, Belfius or Apple Pay.

When do I get an invoice?

A digital version of the invoice is delivered by e-mail as soon as the order is being processed. When paid electronically other than by bank transfer, this is immediately after payment. Upon request, we will send a paper copy or send the invoice as a pro forma (if it has not yet been paid).

My payment has failed. What to do?

If you experience trouble with the payment of your order, please try to cancel the payment and try again. If problems continue to occur, please contact us.

Can I get a 0% VAT invoice (EU companies)?

Are you buying as a business customer in the European Union (Except the Netherlands), would you like to buy without VAT and would you like to get a 0% VAT invoice? Once you filled in your VAT number at the check-out page, the VAT disappears.

*This has to be a valid VAT number. The invoice data and shipping data should be the same as the address of the VAT number.

**Your IP adres will be saved to validate your VAT number.

***We will always check your VAT number and address manually.

 

Can I get a 0% VAT invoice in the Netherlands?

At the check-out page, you can fill in your company name and VAT number.

However, if you are buying for a Dutch company, it’s not possible to buy without VAT. You can reclaim the VAT at the Dutch VAT Office (Belastingdienst).

I live outside the Eurpean Union (EU). Can I get VAT returned?

Yes – no problem.

We may charge VAT in the first instance – but if it turns out that you live outside the European Union, we will refund the VAT. Keep in mind that shipping outside the EU has a surcharge with regard to shipping costs. The customs authorities of the country in which you live also have the right to charge their own import duties or VAT. Ask the tax authorities of your country if and how much import duties and / or VAT is levied.

Shipping

Questions about shipping.

What is the delivery time?

We notice this on the product pages, at the configuring section. This is because the delivery time is depending on the configuration. If the delivery time is longer than normal for any reason, we will keep you up to date. If this means you want to change or cancel your order, no problem. You would like to get a more precisely indication? Please contact us or send an e-mail [email protected] NovaCustom always tries to complete orders as fast as possible.

For certain countries, a longer delivery time is applied due to the longer distance:

CountryAdditional delivery time
The Netherlands
Belgium
Luxembourg
Northern and Western Germany
Eastern and Southern Germany+ 1 business day
Denmark+ 1 business day
Sweden+ 2 business days
France+ 2/3 business days
Spain+ 3 business days
Italy+ 3 business days
Austria+ 2 business days
Ireland+ 2/3 business days
United Kingdom+ 2/3 business days

Status and Track & Trace

We need time to process your order. How much time is specified when configuring; it depends on the chosen configuration. If the delivery time for whatever reason is delayed, we will send you a message in time. This allows you to adjust or cancel the order, if necessary. Fortunately this hardly ever happens. If you want to make sure your order arrives on time, please contact us or send an email to [email protected] NovaCustom tries to make the ordering process with every order as fast as possible.

If you have already ordered, you can find in your account when the order is likely to be delivered. You do not have an account? Then click here.

Once the order has been completed, you will receive the order the next working day (Benelux and West Germany). For shipments to other countries or areas, a slightly longer delivery time may apply due to the longer distance. Thanks to the effective UPS shipping system, this takes no more than 3 business days.

What are the shipping charges?

We ship to all countries of the European Union at no extra cost. We also ship to: the United States of America, Canada, Switzerland, Norway and Hong Kong where we refund the VAT and a 50 euro surcharge applies for shipping.

Can I pick up my order instead of shipping?

At placing an order, you can choose ‘Pick-up in Haaksbergen’. Once the order is completed, you can contact us to make an appointment to pick-up the order.

Can I get my order delivered at an Access Point?

You can choose to ship the order to one of the UPS Access Point across Europe. At the check-out page, you can choose ‘Delivery at UPS Access Point’. After that, please click on ‘Select Service Point’. After that, you can pick an Access Point close to you.

No time in the afternoon? Some UPS Access Points are opened until 9 PM.

To which countries do you ship?

We ship to all countries of the European Union at no extra cost. We also ship to: the United States of America, Canada, Switzerland, Norway and Hong Kong where we refund the VAT and a 50 euro surcharge applies for shipping.

Guarantee

Questions about guarantee and warranty handling.

What is the warranty at NovaCustom?

We always give 36 months (3 years) of guarantee + 30 days of dead pixel warranty, but orders before 2 May 2019 may have a shorter warranty period. In addition, we always pay the deliver costs at warranty cases.

We provide a return label so you can send back your product with UPS, without charges. We complete more than 90 % of our service and warranty requests within one week. That’s what we call service.

Dead pixel guarantee
Dead pixel guarantee means that we replace your screen if a dead pixel appears within the warranty period. Do you have multiple dead pixels on your screen, then we replace your screen under normal warranty.

What are the warranty options at NovaCustom?

The warranties

At configuring your laptop, you can choose the following warranty options:

WarrantyExplanationCosts
36 Months of warranty on the product and components + 30 days of dead pixel guarantee.Default. 36 months (3 years) warranty on the product and configured components + 30 Days of dead pixel guarantee (Your screen will be replaced for free if a dead pixel appears within this period)€0
36 Months of warranty on the product and components + 36 months of dead pixel guarantee.36 months (3 years) warranty on the product and configured components + 36 Months of dead pixel guarantee (Your screen will be replaced for free if a dead pixel appears within this period)€69

Dead pixel guarantee
Dead pixel guarantee means that we replace your screen without any charge if a dead pixel appears. If you have multiple dead pixels, normal warranty is applied.

Does my warranty expire if I apply a hardware upgrade?

No, no no! Wouldn’t that be too crazy? Your warranty will not expire if you upgrade your hardware. We think it’s important that laptop owners can upgrade and expand their device.

Please keep in mind that some components cannot be upgraded, such as some processors and video cards. Hardware upgrades should be applied with care, as we can not give warranty on products that have not been treated carefully.

If you would like us to upgrade your hardware, please contact us.

How can I claim warranty or return?

If you experience trouble with your purchase, and you don’t know if falls under warranty, you can see the warranty conditions here. You can also contact us or request warranty.

Where can I find the warranty conditions?

You can have a look at our warranty conditions here.

Stock

Questions about stock and availability.

The product is not in stock anymore, or it's no longer available

Please contact us so we can see if we can deliver the product yet or offer you an alternative product.

The configuration is no longer available

When you are looking for a configuration that is not available anymore, you can contact us and we will look if there is an alternative configuration or product available.

Privacy

Questions about stock and availability.

Privacy related to use of our services

When you sign up for one of our services, we ask you to provide personal information. This data is used to perform the service. The data is stored on NovaCustom’s own secure servers or those of a third party. We will never combine this information with other personal information we have.

Privacy and communications

When you send e-mail or other messages to us, we may keep those messages. Sometimes we ask for your personal details that are relevant to the situation in question. This makes it possible to process questions and answer your requests. The data is stored on NovaCustom’s own secure servers or those of a third party. We will not combine this information with other personal information we have.

Privacy and Cookies

We may collect data for research in order to gain a better understanding of our customers so that we can tailor our services accordingly.

This website uses “cookies” (text files placed on your computer) to help the website analyze how users use the site. The information generated by the cookie about the use of the website can be transferred to NovaCustom’s own secure servers or those of a third party. We use this information to keep track of how you use the website, to compile reports on website activity and to offer other services relating to website activity and internet usage.

Questions and Feedback

We regularly check whether we comply with this privacy policy. If you have questions about this privacy policy, you can contact us.

Our privacy policy

Read more information about privacy here: privacy policy.

Laptop and PC

Questions about the use of laptops and computers.

Linux has a password, what is my password?

Since most Linux distributions require a password at the set-up, we set a regular password. Your default password is: admin

You should change this password immediately after receiving your order to a personal password, as this password is very unsafe.

How to control the backlight of the keyboard?

Single colour backlight: please use the FN+F4 shortcut to change the brightness of the keyboard.

Multi colour backlight: for Windows, download and install the ‘hotkey’ package to control your backlight. Drivers and support

Multi colour backlight: for Linux, please follow these instructions.

How to get into the BIOS/UEFI settings?

All of our products have a BIOS settings environment. To get to this screen, you have to do the following:

  1. Fully shut down the computer.
  2. Press the power button to boot.
  3. Immediately after the computer starts, press the F2 key (don’t hold it but keep pressing).
  4. Once your screen becomes blue, you are in the BIOS/UEFI settings.

How to get into the boot menu?

All of our products have a boot menu. To get to this screen, you have to do the following:

  1. Fully shut down the computer.
  2. Press the power button to boot.
  3. Immediately after the computer starts, press the F7 key (don’t hold it but keep pressing).
  4. Once your screen becomes blue, you are in the boot menu.

My laptop doesn't start!

It sometimes happens that a laptop can not be started up. If you frequently press the on / off button, the laptop does not start up.

This problem can often be easily solved by resetting the battery. You can reset the battery, by;

  1. Remove the battery (if possible) from the laptop.
  2. Press and hold the on / off button for at least 10 seconds.
  3. Put the battery back in the laptop.
  4. Restart the laptop.

If you still can not start the laptop after following these steps, you can contact us or request warranty.

Other questions?

Do you have another question which is not mentioned on this page? Please contact us.