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Frequently asked questions

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How do I order a book at Sarphati?
To be able to place an order, you must create an account. It is possible to create an account while ordering.
Do I receive a track-and-trace code?
You will receive a track-and-trace code from PostNL when your package is packed and ready to be sent. On the website which is mentioned in the email, you can look up when your package will be delivered.
How much are the delivery charges?
Sarphati charges €5,95 per delivery, regardless of the size of the order.
Who delivers my package?
Smartbooks mails the books. Delivery is done by PostNL.
Do I have to be a member to be able to order?
You must be a member to be able to buy textbooks with discount. Not a member yet? You can sign up while ordering.
Can I also pick up my order at Sarphati?
Certain periods you can also pick up your order at Sarphati. if you can choose to pick up at Sarphati while ordering, you will receive a message from Sarphati when you can pick up the books there. Also keep an eye on the website of Sarphati.
How long does it take for my book to be delivered?
Books which we have in stock are delivered the next working day. That is why we can deliver almost all textbooks very quickly. If we don't have the books in stock, delivery of Dutch textbooks takes 2 and delivery of non-Dutch textbooks takes 3 working days; apart from exceptions.
Sarphati will always inform you if your book delivery takes longer than expected.

Textbooks are NOT sent the next day during the summer period. You can count on receiving your books before classes start.
Did you choose pick up? You will receive an email when you can pick up your books.
I have not received my delivery yet, what can I do?
You can check on our website under 'account' whether your order has been sent or if it's still being processed.
If your order has been sent according to our website, but you still haven't received it, please check the delivery status using the track-and-tracecode you've received in your mailbox. If you still haven't received anything 3 days after your order has been sent, you can send us an email. To be of service as fast as possible, we request that you mention your order number in your email. Please also specify that you ordered via Sarphati.

Further Questions? Click here to send us an email.
Which payment methods are available?
At Sarphati, you can use Ideal or credit card to pay for your textbooks online.

Where can I find information about my invoices and payments?
You can review your invoices and the state of your orders under my account. Have you forgotten your password? Request a new password via reset password..

How long does it take for my payment to get processed?
We process your Ideal payment directly. It will be stated on your invoice whether you have paid. You will also receive an email from your bank.

I would like to have a copy of the invoice. Where can I find it?
You can download a copy from my account.

Can I still change the information on my invoice?
You can't change information on the invoice by yourself. For a changed invoice, you can contact us via email.

I have returned a product or cancelled my order. When will my money be refunded?
Sarphati strives to refund money from returns and cancelled orders as fast as possible. If you haven't received your money after a week, you can send an email mentioning your name and the title of the book. Please also specify that it concerns an order via Sarphati.

Further Questions? Click here to send us an email.
How do I cancel my order?
You can cancel your order during the ordering process. Remove the books from your shopping cart to do so. Have you already completed your payment and would you like to cancel? Contact Smartbooks if this is the case. Please mention your order data in this email.

I have cancelled my order, but the book still got delivered. What can I do?
If you have received your order despite cancellation, the order was already processed and could not be cancelled anymore. If this is the case, contact Sarphati via email. Please mention your order information in this email.

Further Questions? Click here to send us an email.
Undamaged books can be returned in accordance with articles 6, 7 and 8 of our Delivery Conditions. The buyer is obliged by the Law of Distance Purchase to review the products to see if they meet their requirements. If this is not the case, the buyer is expected to notify students' union Sarphati of this in writing or via email within ten working days after reception. If it has been demonstrated that the products don't comply with the agreement, students' union Sarphati has the choice to either replace said products or refund the corresponding invoice value.

To successfully return a book, please attach (a copy of) your receipt to your shipment.

Please note: Textbooks can neither be returned during the week prior to the exam nor when the term has finished.

Which textbooks can I never return?
Apart from technical defects, books which have been sold sealed in and aren't sealed in anymore cannot be returned.
Books containing a code can also not be returned!
We only accept returns if the books are undamaged.

Who pays for the return?
The costs for the return are to be paid by the buyer.
Returns are incurred at the risk for the buyer. This means that Sarphati cannot be held accountable for damage to returned products or returned products getting lost. Because of this, we recommend to always ask for a track-and-trace code.

Do I get refunded automatically when I return an order?
If your return meets the previously stated requirements, you will receive the purchase amount on your bank account. Textbooks can ONLY be returned after consultation and with permission from a Smartbooks employee.

Further Questions? Click here to send us an email.
Sarphati offers a low-price-guarantee for purchases prior to and during the term in which the textbook is needed. If you can demonstrate that the textbook is being sold for a lower price at a different (online) bookstore in the Netherlands, you will receive the price difference from Sarphati. So-called third-party deliveries (deliveries where an online bookstore different from the bookstore you visited is involved; this third party delivers the book) are excluded from this guarantee.

Sarphati offers a money-back-guarantee for purchases prior to and during the term in which the textbook is needed. This guarantee only applies if the teacher has made clear that the book is not needed at all. Sarphati retains the right to verify information with your teacher.

Can I discuss these guarantees at Sarphati?
Yes, that is possible. Please bring your receipt when visiting us. You do have to meet the above requirements.

Further Questions? Click here to send us an email.
I don't have an account yet, how do I make one?
During the ordering process, you can enter your address as well as indicate whether you are a Sarphati member. You can become a member online. Sarphati will contact you afterwards to complete your membership. You can always review or change your account information via Account information on this website.

I can't use my email address
It is possible that you have previously created an account with a Students’ Unions that is affiliated with one of the Students’ Unions that is affiliated with
Sometimes you are automatically redirected to the Student Union where you have also created an account.
In case you want to order books through this site, you must use a different email address.

I've forgotten my password. What can I do?
Via Forgotten password on this website, you can request a new password easily. After entering your email address, you will receive an email with a link to reset your password.

I've moved, where can I enter my new address?
You can change your information via Account information. Would you like to change the delivery address of your recent order? In this case, contact Smartbooks. Please mention your order information when contacting us.
I'm using a different email address, where can I change it?
You can change your account information during your next order, or directly via Account information.

Further Questions? Click here to send us an email.
Which textbooks should I buy at Sarphati?
Only the textbooks that you need for your study. The information on this site is selected specifically for Sarphati members. Members can rest assured that our information on textbooks is right.

Im going to follow a subject, but it isn't mentioned on the Sarphati website. What can I do?
For some subjects, no books are prescribed. Those subjects are not mentioned on our website. It is possible that there are no books for a certain subject on our site, while there are prescribed books for that subject. In this case we kindly request you to send us an email.

I would like to buy all my textbooks at once, is that possible?
You can buy all your textbooks at once, but we advise against it. It is both very expensive and risky, because the prescribed literature may change. Additionally, textbooks can be replaced by newer editions. This means that you may buy the wrong book, or that you may buy a book which you don't need at all. Only order books for the upcoming term to be guaranteed to get the right books!

Further Questions? Click here to send us an email.
How much reduction do I get on my textbooks if I'm a Sarphati member?
As a Sarphati member, you can get great deals on textbooks. For more information, see the paragraph under 'Guarantee'. Buying textbooks from students' unions is always cheaper than elsewhere.

Further Questions? Click here to send us an email.
Does Sarphati sell second-hand books?
Sure! You can buy second-hand books from other Sarphati members who are selling books.

What price do I pay?
The price differs per book. During the ordering process, you can choose either 'used' or 'intensively used'. In the last case you pay even less, but then the book will contain more markings and notes.

Can I sell textbooks myself?
You can offer your textbooks for sale when you no longer need them. Sarphati informs you twice a year via email when you can offer your books through this site.

Further Questions? Click here to send us an email.
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