Terms & Conditions

The business and your staircase

Esen Trappen B.V., Nieuw Zeelandweg 15B, 1045 AL Amsterdam, Netherlands. Email: info@esentrappen.nl. Telephone: +31 6 24876503. KVK number: 85809276. VAT identification number: NL863750229B01.

These terms cover made-to-measure wooden staircases and any finishing, delivery or installation included in the agreed order. The confirmed specifications identify the dimensions, model, wood, risers, balustrade, finish and installation scope.

Configuration and order confirmation

Check every measurement and selected option carefully. Contact us if a dimension or site condition is uncertain. The calculation shows the selected configuration and price; measurements and design are checked before production. Contact us to resolve any uncertainty before work begins.

An order number identifies the order record and is not proof that a bank transfer has been received. Bank-transfer orders remain awaiting payment confirmation until Esen Trappen verifies receipt.

Prices and payment

Amounts shown as excluding VAT have 21% VAT added. The checkout total displays VAT and the applicable delivery charge. Payment options are those available in checkout, including card, iDEAL, Klarna and bank transfer. Klarna determines the options it offers to eligible customers.

The full order total is payable; there is no deposit or instalment arrangement offered by Esen Trappen. Any payment options offered by Klarna are managed by Klarna. Do not treat the creation of a bank-transfer order as payment confirmation.

Delivery and collection

Collection is free. Delivery within 50 kilometres driving distance of our workshop is free. Above 50 kilometres, the extra delivery charge is €50 excluding VAT (€60.50 including 21% VAT). The delivery address is used to calculate the distance. International delivery requires an agreed quotation.

Delivery takes no more than two weeks from the date Esen Trappen receives the full payment. Installation is included only where selected and confirmed in the order. Tell us about access limitations that affect delivery or installation.

Cancellation and custom-made goods

A staircase manufactured to your individual specifications may fall within the statutory exception to the 14-day withdrawal right for customised goods. The applicable exception must be made clear before purchase. Contact us promptly if you wish to change or cancel a custom order; any proposed costs must be explained and legally justified.

The custom-goods exception does not remove your statutory rights if a product is defective or fails to conform to the agreement. Separate rules may apply to non-custom products or services.

Problems and complaints

Contact info@esentrappen.nl with the order number, a description of the problem and relevant photographs. Your statutory consumer rights remain applicable. These terms do not limit your statutory consumer rights.