Frequently Asked Questions
Here you can find all kinds of questions that customers ask about our platform.
How much do deliveries cost with Brenger?
You can view the price for your transport request immediately on our homepage. Enter the pick-up and delivery locations, and then you can view the price. This price includes VAT and is based on pick-up and delivery on the ground floor at the main entrance to the building. Deliveries to upper floors are also possible, but there is an additional charge for this service. You can view these extra charges during the order process.
How do I place a transport request?
You can read how simple it is to place a transport request here.
Can the courier help me to lift and move the items?
Of course! You can let us know when you are placing the order, or at collection and/or delivery. You will pay an extra €40 for help with lifting and moving.
Can the courier help me to lift and move the items?
All items sent with Brenger are insured against damage and theft up to €1,000 during transport, from door to door. You can request higher insurance coverage for an extra charge by e-mailing firstname.lastname@example.org. Our insurer will then calculate an adjusted premium rate. Damage that occurs while the courier is lifting or moving an item inside the house or building at the pick-up or delivery address is not covered by this insurance. Damage to glass items or food is not covered. In addition, our insurance does not cover damage during transport of more than 2 large items, items larger than 400x180x160cm or heavier than 100kg, and items that need to be loaded and unloaded using special equipment. In the event of any damage, please contact us immediately by telephone and e-mail us with photos of the damaged items, a description of the damage and proof of the repair costs and/or purchase value to email@example.com.
If I make a transport request, am I obliged to go ahead with it?
You can place a transport request without obligation. Before your order is accepted by a courier, you can cancel the transport request at any time and you will be refunded the entire amount that you have paid. Once your order has been accepted by a courier, you can cancel free of charge up to 48 hours before the pick-up time. If you cancel later than 48 hours before pick-up, you will get a 50% refund and the other half will go to the courier. This is because often couriers cannot adjust their schedule.
Can I place a transport request to a destination outside the Netherlands and Flanders?
If you place a transport request to or from a location outside the Netherlands and Flanders, we cannot guarantee that we will be able to accept your request, but you can certainly place the request without obligation. Most transport requests for delivery in other European countries are successful: many Dutch couriers drive to other European countries every week. However, we cannot yet guarantee that all transport requests will be accepted.
What if my transport request does not fit into your formats?
If you have a very large, very heavy or just totally crazy transport request, we cannot guarantee that we will be able to accept your request, but you can always try it. Some couriers have an extra large van or special equipment for loading heavy items, for example. If you do place such a large, heavy or unusual transport request, we will get in touch with you.
How does payment work?
You pay us for the delivery when you place your transport request (or for orders that fall outside the delivery guarantee, when you accept an offer from a courier). We will make sure that the courier is only paid once you confirm that the transport request has been completed or if we do not hear from you 24 hours after the agreed delivery time.
Where can I find my invoices?
You can find your invoices by logging in and clicking on 'Your overview' in the top right of your screen. You will then see a tab marked 'Invoices' on the left and the rest is easy. If you are already logged in, you can also find your invoices by clicking here.
Are the items guaranteed to be delivered when I place a transport request?
Orders within the Netherlands and Flanders are guaranteed to be completed. This includes orders placed before 12:00 on the day of delivery. If no couriers are able to transport the order on their route, we will transport the order ourselves so that delivery is guaranteed.
The guarantee does not apply in the following cases:
- if the transport request is larger than our maximum dimensions (400x180x160cm)
- if the volume exceeds 3.5 m3
- if the total weight is more than 200 kg
- when it comes to glass
- when it comes to food
- if it is a piano
- if it is a living organism (for example, animals)
Despite these exceptions to our delivery guarantee, our platform usually completes these types of transport requests. Many couriers are able to fulfil this type of transport request. So, go ahead and place your transport request and it is very likely that a courier will be able to fulfil your transport request soon!
How do I know what time the courier will be arriving?
We will let you know by e-mail when a courier has accepted your request and in which time slot the courier will be arriving. We will give you a pick-up window of no more than 4 hours, and of course, this will be within the time slot that you have indicated. Both you and the courier will also be sent each other's contact details.
Is pick-up or delivery possible at a specific time and/or on a specific date?
Yes, when you place the order, you can choose your preferred time for pick-up and delivery.
How can I check whether the items have been delivered?
You can check whether your items have been delivered on the status page for your order (you will find a link to this page in the e-mail we sent you after payment), or by logging in and clicking on the 'Send' button in the top right of the screen, via the ‘Orders’ drop-down menu. If you are already logged in, you can also reach that page by clicking here. You will then see your transport request and you can click on ‘Confirm receipt’. When you have confirmed that the items have been delivered, we will pay the courier. If you do not confirm that the items have been delivered, we will pay the courier two working days after the agreed delivery date.
How do I use Brenger if I want to deliver items purchased on the Marktplaats website?
Our service is often used to collect and deliver Marktplaats purchases. Here is an explanation of the simplest way to arrange this:
1. Before you place your transport request, ask the seller which day he or she can be at home. It’s cheapest if the item(s) can be picked up and delivered in three or more working days. Also ask the seller whether the item can be picked up at the main entrance to the building on the ground floor, what the dimensions of the item are and whether it weighs more than 100kg.
2. Place your transport request on Brenger, indicating the preferred time slot for pick-up and delivery.
3. We will let you know which courier can pick up and deliver your purchase in the time slot you have chosen.
4. You and the courier will then be sent each other’s telephone number and e-mail address, so that you can contact each other.
But how can you pay for the product(s)? Recently, Marktplaats has introduced two new services, Simultaneous Payment and Payment Requests, which you can use to pay the seller in a secure manner.
You can also indicate in your order request whether you want the courier to check your purchase over a live video connection (Facetime, Skype etc.) before your make your decision. That way, you still have the option of cancelling the purchase. This service costs €15 extra. If you decide not to purchase, you will also pay half of the transport costs to the courier in addition to this €15 charge. The service means you do not need to drive all the way to the seller to see whether that sofa really does look like the photos!
Brenger for business customers
Can I place a transport request as a business customer?
Once you have registered, you can add the details of your business to your profile. All the prices on our website include VAT, and you will receive a business invoice from us after every transaction. All the couriers on our platform are VAT registered. If you are interested in fixed prices for transport, please contact us!
How can my company use Brenger?
Do you have your own business? Would you like to arrange your deliveries quickly and easily? Or are you interested in a partnership with Brenger? For more information, please visit our 'Brenger for companies’ page or contact us at firstname.lastname@example.org.
Are my items insured during transport?
During transport, your items are insured against damage and theft as standard up to €1,000. You can request higher insurance coverage for an extra charge by e-mailing email@example.com. Our insurer will then calculate an adjusted premium rate.
Brenger and Marktplaats
What is live quality control?
Do you want to make sure that the condition of a product matches the photos you have seen on Marktplaats? You can also indicate in your order request whether you want the courier to check your purchase over a live video connection (Facetime, Skype etc.) before you make your decision. You can arrange with the seller that you will pay for your purchase with Tikkie or a Payment Rrequest after the item has been checked. That way, you can still cancel the purchase. Unfortunately, this service cannot be used if you are paying via Simultaneous Payment. The live quality control service costs €15 extra, but in addition to this €15 you also pay half of the transport costs to the courier if you decide not to proceed with the purchase.
How do I pay for my purchase?
What if my item is not covered by the guarantee?
If your item is not covered by the guarantee because of its dimensions or weight or because it needs to be transported outside the Netherlands and Flanders, you can place the transport request and pay later. In 90% of the cases, we will still find a courier for you. You can read more about it here.
Heb je een andere vraag?
Stel je vraag via de chat, e-mail firstname.lastname@example.org of bel ons op 085-8881124. Wanneer je ons kan bereiken zie je hier.