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FAQ

Frequently Asked Questions


Delivery times&rates


What is the delivery time?

The delivery time is 5 business days (provided the items are in stock). Delivery depends on how quickly the order is processed by the postal company (see ‘Delivery’).

 

When will I receive my order?
After placing an order, you will receive an order confirmation via email. As soon as your order is shipped, you will be notified via email.

 

Can I choose which day my order will be delivered?
You can only choose a delivery time if you have ordered a parcel to be sent to an address in the Netherlands. You will receive a separate email asking you to indicate when you wish to receive the parcel (only in the daytime).
If your order fits through the letterbox, it is not possible to choose a delivery time.



Delivery


Will my order of multiple items be grouped into one delivery?
Yes, orders are sent out in one delivery.

 

Can I have an order sent to a PO Box?
Having an order sent to a PO Box is no problem.

 

Can I have an order delivered outside the Netherlands?
Yes, at additional cost, depending on the destination. You can enquire about these costs through customer service.

 

What happens if my order doesn’t fit through the letterbox?
The order will be delivered as a parcel. The parcel can be followed using the Track & Trace code. The postman will ring the doorbell to deliver the parcel. If you aren’t home, they will leave a note to make a new appointment with the postal service.

 

How does a Track & Trace code work?
An order that doesn’t fit through the letterbox will be sent as a parcel with a tracking code. You can use this to follow the delivery.
After clicking on the Track & Trace code, you may receive the following message: ‘no packages found for this combination’. This refers to the combination of the code and the postal code where the parcel will be delivered. It is possible that you are seeing this message because the postal company has not processed the Track & Trace code yet. In that case you can view the status of your order the next business day.
If you have not received your order three days after it has been dispatched and you still see this message, please contact our customer service.

 

 

Payment


How do I pay? Which payment methods do you accept?
At www.artez.nl/artezpress we accept payment through iDEAL and credit cards.

 

 

Ordering


Will I receive an order confirmation?
After you have placed an order, you will receive an order confirmation (confirmation that the order has been received by the webshop).

 

My order has been dispatched, but I have not received it yet.
As soon as your order is dispatched, you will receive an email informing you of this. Your order will then be processedby a postal company. They are responsible for the actual delivery. If your order has not arrived four business days after you received the ‘dispatched’ email, please contact our customer service.

 

I have not yet received my order, but the payment has gone through on my account.
As soon as your order is dispatched, you will receive an email informing you of this. If you have not received this mail yet, your order has not been dispatched yet. It can take a few days before your order is dispatched.

 

I received an incomplete or incorrect order
If the items you have received do not match your order, please contact customer service.

 

Can I change an order that I have already placed?
Once you have placed an order and paid for it, it is no longer possible to change the items ordered. If you would like to change the delivery address, you can contact customer service. Whether this is still possible depends on whether your order is already being processed.

 

Can I cancel a payment I have already made?
This depends on whether the order is already being processed. In this case you can contact customer service. If it is possible to cancel the order, the payment will be refunded to your account within a few days.

 

 

Returns


How do I return one (or more) item(s)?
If you want to exchange or return an item, please use the Returns Form. You can return the item (and the completed form) to the address below. As soon as the return shipment has been received and processed, the payment will be refunded to your account within thirty days. Click here for the Returns Form.

 

Where do I return my item(s)? 
Please send your returns to the following address:

ArtEZ Press
Ladonkseweg 9
5281 RN Boxtel

Return postage is at your own cost. 



Until when can I return an item?
You can return an item or the whole order within 14 days after receiving the delivery.

 

How long will it take before a return item has been processed?
Returns are processed within 14 days after we receive them.

 

 

Account


How do I create an account?
You can make an account during the order process. You can also click on ‘log in’ at the top right of the website. If you don’t have an account yet, you can create one there.

 

Do I need to create an account to place an order?
You don’t need to have an account to place an order.You can place an order without an account. If you are planning to place more orders in the future, it is of course practical to create an account so that your details are stored.

 

How do I change my account details?
You can change your name, address, email address and delivery address in your account. Go to ‘log in’ at the top right of the website and change your details after logging in.

 

I have forgotten my password.
If you click on ‘Forgot password’, you will receive your password via email so that you can log in again.

 

I have forgotten the email address I used to create my account.
Please contact customer service to find out which email address is linked to your account.

 

 

Frequently Asked Questions about eBooks


General

eBook

An eBook is the electronic version of a book. Just like an MP3 file that can be listened to on an MP3 player, an eBook is a file that can be opened and read on an eReader, but also on a computer.

 

What is an eReader?

An eReader is a device that is specially made for reading eBooks. The screen is what makes eReaders different from other devices, such as laptops or desktop computers. An eReader screen is made of so-called ‘E ink’. Unlike an LCD screen, E ink screens are glare-free and are easy to read from, even in full sunlight.

ePub, the most common eBook format
Throughout the years, various formats have been developed by different manufacturers. Each supplier offers its own advantages and hopes to convince customers that way. This is comparable to the development of the digital formats of HD DVD and Blu Ray.

Internationally, Adobe’s ePub format has been adopted as the new format for digital reading. ePub is a file format that is supplied by Adobe. The files are protected by DRM. The text in the file adapts to the size of the eReader you are using. The eBooks on offer at Artez Press are all ePub files.

 

eReaders that ArtEZ eBooks can be read on
ePub can be read on the following eReaders:

  • Sony Ereader
  • Cybook Opus
  • COOL-ER
  • iRiver
  • iRex DR800S
  • BeBook

You can also read ePub files on your computer; you need Adobe Digital Editions software for this. The software can be downloaded for free at www.adobe.com/products/digitaleditions. It can be installed on Windows Desktops, Apple Max OSX for desktops and MacBooks.

DRM
Digital Rights Management, or DRM for short, is a technology that protects files from piracy and illegal copying, without charging the proprietors (the creators and/or publishers) with this task.

In the case of eBooks, this can mean, for instance, that the proprietor chooses to give the user permission to install and/or read the eBook only on a limited number of devices. The restriction can also have consequences for the printing of eBooks.

 

 

Downloading an eBook in your eReader (for ePub)


Buying an eBook is not very different from buying a physical copy. You put the digital book in your shopping cart and pay for it as usual. Once the payment has gone through, you will see a download button in your Account. If you click on the button, the download starts. Once you have done this, you can read the book on your computer or on an eReader. You can pay for your eBook with a credit card or with iDEAL. All the eBooks you have purchased will be available for download within 14 days in the ‘order status’ section of your account. Once you have downloaded your digital book, the download link will remain available in your order status. You can download the book onto a maximum of six devices.

ArtEZ Press only sells eBooks in Adobe formats. These books can’t be read on eReaders or other devices that do not support Adobe Digital Editions.


Step 1: Downloading / installing Adobe Digital Editions

To put an ePub format eBook on your eReader, you will need Adobe Digital Editions (henceforth ADE). This is free software that you can download from Adobe’s website. Subsequently, you follow these steps: run the installation programme and close it. ADE will start automatically. Then, ADE will ask you to authorise your PC. This is an essential step! To do this, you will need to create an Adobe ID using the link.

 

 

After this, when you log in with your Adobe ID, you can get started with your digital library in ADE. 

The books ArtEZ Press sells are protected against illegal copying through the Adobe technology. Because of how the technology works, you will need to make an Adobe ID. You can authorize your eReader with your Adobe ID by linking it to your computer using a USB cable and setting up your Adobe ID through Adobe Digital Editions. It is important that this is the same Adobe ID as on your computer, because the eReader will not be recognized otherwise. If you have WiFi on your eReader, you can set up Adobe ID on your eReader while you make an order through the eReader store. Before you can download the book you purchased, a screen will appear where you can enter your Adobe ID details.

 

If you have a Sony reader, you do not have to install Adobe Digital Editions. You can simply use the programme supplied with your device.

 

Step 2: downloading eBooks

After you have installed ADE, click on the link in your email and go to your Account in the web shop. You can download the eBook there. The book will automatically appear in your digital library. You can read your books here, but also organize them in different folders and of course transfer them to your eReader.

 

Step 3: putting eBooks on your eReader
To put an eBook on your eReader, follow these steps:

  • Connect you eReader to your PC using the USB cable.
  • ADE will recognize your eReader and a link to it will appear on the left side of your screen.
  • Drag the eBook from your digital library to your eReader.
  • The eBook has now been copied to your eReader.

System requirements

In order to read the books you purchased through ArtEZ you will need:

 

Required:
A computer with Adobe Digital Editions installed on it.

 

Optional:
An eReader, another mobile device or a computer compatible with eBooks with Adobe DRM.

 

The minimum system requirements for the Adobe Digital Editions software are:

For Windows:

Microsoft® Windows® 2000 met Service Pack 4, Windows XP with Service Pack 2, or Windows Vista® (Home Basic 32-bit and Business 64-bit), Microsoft® Windows® & Home Premium (Windows 7)

Intel® Pentium® 500MHz processor

128MB RAM

800x600 monitor resolution

 

For Mac:

PowerPC

Mac OS X v10.4.10 or v10.5

PowerPC® G4 or G5 500MHz processor

128MB RAM

Intel®

Mac OS X v10.4.10 or v10.5

500MHz processor

128MB RAM

 

Linux: not yet supported by Adobe

 

Frequently Asked Questions

 

Why does the link to the ePub format eBook in my account not work?

One of the reasons for this may be that you have waited too long to download the eBook. For ePub eBooks, the link is valid for two weeks after the date of purchase. After this, the link no longer works.

 

Can I read an ArtEZ Press eBook on my Sony eReader?

Yes, alle Pub eBooks can be read on Sony eReaders.


Can I read an ArtEZ Press eBook using iBooks on my iPad?

The iBooks app on iPads does not support the DRM protection on ArtEZ eBooks. These eBooks can therefore not be read using iBooks on an iPad. However, it is possible to read ArtEZ eBooks on an iPad using other apps. Please visit http://www.ereaders.nl/ebooks_lezen_op_de_ipad
(The page will open in a new window.)

Can I read an ArtEZ Press eBook on my Samsung Galaxy tab?
There is no pre-loaded app on Galaxy Tab devices that you can use to read ArtEZ Press eBooks. To do this, you first need to download an app. You can download the ‘Kobo’ app through the Google Play Store. This app allows you to read eBooks purchased from ArtEZ Press.


If I have purchased an eBook and it turns out to be the wrong book, can I get my money back?

No, unfortunately it is not possible to get your money back if this happens. After the ordering process, eBooks are your property, and you can put them on various devices, depending on the DRM. We cannot see whether you have in fact done this or not.

 

Problems after purchasing an eBook


Why does my eBook download not start as soon as I click on the button?

A common cause for this is hidden in the security settings of your internet connection. Your proxy server or firewall may be set up in such a way that the URL you have received to download your eBook is blocked. Consult your internet provider to adjust these settings. If you are using internet at work, consult the network administrator. In addition, the window that says ‘Your download is being prepared’ will stay active while your eBook download may already have started in another window. You must close this first window manually.


What should I do if I don’t receive a confirmation email after purchasing an eBook?
It is possible that our confirmation has been flagged as spam or junk mail by your email provider. We recommend keeping an eye on those folders when you are expecting a confirmation mail. In order to download your book, you can also log into your Account directly in the web shop.

Go to www.artezpress.artez.nl and click on Login on the Account page. You can find all your orders in the order history. There is a DOWNLOAD button in the information about the eBook order. This activates the download.

 

What should I do if the download link doesn’t work?

In the eight hours after your payment for the order has been received, we will attempt to make your download available. If this I not the case, it could be that your payment has not been received yet. If your digital book won’t open even though you have paid, you can contact our customer service for further support (order@support.hexspoor.nl).


eReaders

If you have a specific question about an eReader or about installing eBooks on your eReader, please click on one of the links below:

e-help eReaders:

e-help Ebooks:

 

 

 

 e-help: OYO Ereader

 e-help: BeBook NEO

Handleiding ePub Ebooks

 e-help: BeBook One & Mini 

 e-help: Cybook

Handleiding Mobipocket Ebooks

 e-help: COOL-ER

 e-help: iRex DR800S

 

 e-help: iRiver 

 e-help: Samsung E60

 

 e-help: iLiad en IREX digital reader

 

 

 

Returning or cancelling an eBook order is not possible

Consumers do not have the right to return digital products. Therefore, it is not possible to cancel your order.