Customer Service

We only sell our items online. As soon as you have placed the order and are forwarded to the payment page, you will receive an order confirmation by email. The order will only be processed once we have received the payment. Do you need help? Please contact us. We are happy to help you with your order.

We do not have a store that you can visit. However, it is possible to visit us after you have made an appointment with us.

As soon as you have placed the order and are forwarded to the payment page, you will receive a confirmation of the order by email. Sometimes it happens that the payment is not successful.

Have you canceled the payment yourself because you do not want to continue the order?

Then you don't have to do anything. Your order will be automatically canceled. You can also ignore payment reminders that are automatically sent. You can also send us an email and indicate that you would like to cancel the order. Then we will do this for you and you will not receive any e-mails with payment reminders. If you have an account, you can also log in and cancel the order in your account yourself.

Has the payment been interrupted or failed and do you want to continue the order?

If you have an account, you can also log in and pay for the order in your account. You can also transfer the invoice amount to our bank account number, quoting your order number:

IBAN: NL14INGB0005970700
Account holder: Napoleon Bestek Breukelen

BIC: INGBNL2A
Bank Name: ING Bank

Primarily, we sell our cutlery only to consumers. Since the supplier in the Netherlands has stopped deliveries, we are willing to, in exceptional cases, supply cutlery to businesses at a purchasing price determined by us. This depends, among other factors, on the type of business and the expected number and size of orders. Please note: We exclusively buy and sell EME cutlery from the Napoleon series.

Do you want more information? Please visit: Entrepreneurs Application Form

The following secure payment methods are active in this webshop:

As soon as you have placed the order and are forwarded to the payment page, you will receive a confirmation of the order by email. Sometimes it happens that the payment is not successful.

Have you canceled the payment yourself because you do not want to continue the order?

Then you don't have to do anything. Your order will be automatically canceled. You can also ignore payment reminders that are automatically sent. You can also send us an email and indicate that you would like to cancel the order. Then we will do this for you and you will not receive any e-mails with payment reminders. If you have an account, you can also log in and cancel the order in your account yourself.

Has the payment been interrupted or failed and do you want to continue the order?

If you have an account, you can also log in and pay for the order in your account. You can also transfer the invoice amount to our bank account number, quoting your order number.

IBAN: NL14INGB0005970700
Account holder: Napoleon Bestek Breukelen

(For payments from a foreign account number, you also need this information:)

BIC: INGBNL2A
Bank Name: ING Bank

IBAN: NL14INGB0005970700
Account holder: Napoleon Bestek Breukelen

(For payments from a foreign account number, you also need this information:)

BIC: INGBNL2A
Bank Name: ING Bank

Do you have a gift card from EME Napoleon and want to redeem it? You can do that on the Checkout page. There is an option: 'Add a discount code or gift card'. Once you enter the gift card code here, the amount will be deducted from the total.

Then you can enter a new code each time after entering and applying the gift card.

You can check your balance on the "Gift Card" page.

If you have insufficient balance on your gift card for the purchase, you can pay the remaining amount using another chosen payment method. If you have excess balance on your gift card, the remaining amount will stay on your card and you can use it for a future purchase. 

Do you have a discount code from EME Napoleon and want to redeem it? You can do that on the Checkout page. There is an option: 'Add a discount code or gift card'. Once you enter the discount code here, it will be applied.

We are often asked whether a discount can be given. We do not provide discounts outside of the discount promotions organized and communicated by us.

Do you want to stay informed about other discount promotions? Then sign up for our newsletter. We send a newsletter about 4 times a year with nice discount promotions and/or information about (new) products.

If you register for our savings program you will receive the first 15 points as a gift from us! For every euro you spend you will receive 1 point. You can redeem these points for euros on subsequent purchases. The longer you save, the higher the discount.

Have you saved 100 points? Then you can already exchange it for a € 3 discount. Would you rather save up to 150 points? Then your discount is already € 5,-. If you want to wait until you have 200 points, you have already earned € 10!

We also like to give customers a gift for their birthday. No, no points but cutlery or just a discount coupon in euros. Would you also like to receive a gift from us? Then register for the bonus program and enter your date of birth! You will receive that 1 point as a gift for registering your date of birth and every year on your birthday you will receive a gift from us! Nice is not it?

Have you already registered as a customer? Then go to: Savings Program, click on 'My account/Register'. You will now be asked to verify your phone number. Once you have done this, you will participate in the savings program.

If you are not yet a customer, go to: Savings Program, click on 'My account/Register' and register as a customer. Once you have done this, you will participate in the savings program.

In your account under Accumulated Points, you can see the points you've accumulated.

If you have saved enough points, you can redeem them at the checkout of your next order. This is possible from 100 points (€ 3 discount). Would you rather save up to 150 points? Then your discount is already € 5,-. If you want to wait until you have 200 points, you have already earned € 10!

Products are sent from our warehouse in the Netherlands with PostNL. If you are not at home, the carrier will try it again later. It is usually possible to choose your next delivery time on the website of the carrier.

If you are not at home on a second attempt, the carrier will take the order back and you can pick it up at the nearest pick-up point of the carrier.

If the product is in stock, it will usually be delivered to you in the Netherlands the next working day, but in any case between 1 and 3 working days.  Within the Europe (EU countries), you must take into account a delivery time between 3 and 5 working days. Outside Europe and non EU countries, delivery can vary between 1 and 3 weeks. This depends on the time within which the goods are released by customs.

We send orders by registered mail. You will always receive a shipping confirmation. You will also receive an email with a link ('track & trace') so that you can track your order yourself.

An overview of the shipping costs can be found here. These are calculated automatically in your shopping basket.

• Belgium and Germany: € 12,50
• EUR1 countries: € 19,95
• (Denmark, France, Monaco, Italy, Luxembourg, Austria, Spain, Portugal, United Kingdom, Sweden)
• EUR2 countries: € 26,95
• (Bulgaria, Estonia, Finland, Hungary, Ireland, Croatia, Latvia, Lithuania, Poland, Portugal, Romania, Slovenia, Slovakia)
• EUR3 countries: € 26,95
• (Albania, Andorra, Bosnia and Herzegovina, Cyprus, Gibraltar, Greece, Greenland, Iceland, Liechtenstein, Macedonia, Malta, Moldova, Montenegro, Norway, Ukraine, San Marino, Turkey, Vatican City, Belarus, Switzerland)
• World (other): € 39,95

UK customers, please note: additional customs charges may be charged for shipments to the UK!

This can amount to 25% of the purchase amount. These costs are for your own account. If you want to cancel your order? Please contact us immediately. It is not possible to cancel your order after shipment.  After 4-6 working days you can track the status on your order on Parcel Force (use your track & trace code to follow your parcel). Your parcel is being held in our delivery depot awaiting payment of customs charges. You will receive a letter outlining the charges and how to pay. To speed up the process, please contact Parcel Force as soon as your parcel is on the depot.

Please contact us in the following cases (see contact details):

If you do not have a track & trace code and you have not received your order within 7 days after the shipment confirmation.

If you have received a track & trace code, but if it no longer shows any further information or progress (the status remains unchanged).

If according to the track & trace code the package would have been delivered, but you did not receive it.

What are we doing?

We contact the carrier and request for an investigation. The investigation can take a few days to a couple of weeks. If the investigation shows that the package was lost during transport, we will send you a new product free of charge as soon as possible.

If we cannot deliver the product (not in stock) or if you no longer wish to receive the product, we will refund the purchase amount to your bank account.

The cutlery can be washed in the dishwasher. The following precautions contribute to the quality, color, and durability of the cutlery and prevent breakage or corrosion:

Key measures include:

• Remove food residues before placing the cutlery in the dishwasher.
• Preferably, do not use dishwasher salt.
• If you want to use dishwasher salt, pay attention to the following: after pouring the salt into the tank, using the funnel, closing the cap, and wiping spilled liquids with a damp cloth, run an empty wash cycle to remove any salt residues, as they may otherwise damage the cutlery during the washing cycle.
• Place the cutlery with the handles facing up in the dishwasher.
• Use neutral, acid-free, and lemon-free dishwasher tablets ('classic').
• Do not wash at too high a temperature.
• Remove the cutlery from the dishwasher as soon as it is done and dry it if necessary with a cloth.

If in doubt, wash the cutlery by hand.

We provide a standard 1-year warranty on the cutlery. First, check if your cutlery is from EME. The brand is engraved in the metal of the cutlery. We are not the supplier of the cutlery. Therefore, we only provide a warranty if you purchased the cutlery from us. If you bought the cutlery from another store, you should contact that point of sale.

No warranty is provided if damages are due to incorrect use or maintenance (see dishwasher instructions). If the product is defective, please contact us first regarding the issue (see contact information).

In the case of a warranty, you will receive a postage label to return the product to us free of charge. We will replace or refund the product as soon as possible. You can also deliver and/or exchange the product in our showroom, but you need to make an appointment first. In the case of a refund, the full purchase amount will be reimbursed.

Napoleon's cutlery consists of 2 parts: plastic and metal. The weakest piece is always the connecting piece. The cutlery is simply more fragile than cutlery that consists of 1 piece of metal or plastic.

The cutlery from EME Napoleon is made of strong materials and of such quality that it can be washed in the dishwasher and that you can enjoy it for many years. We recommend that you read the maintenance instructions carefully.

The quality of the cutlery may diminish if you do not adhere to the maintenance instructions.

The key measures are:

• Remove food residues before placing the cutlery in the dishwasher.
• Preferably, do not use dishwasher salt.
• If you choose to use dishwasher salt, pay attention to the following: after pouring the salt into the tank, using the funnel, closing the cap, and wiping any spilled liquids with a damp cloth, run an empty washing cycle to eliminate any salt residues, as they could otherwise damage the cutlery during the washing cycle.
• Place the cutlery in the dishwasher with the handles facing upward.
• Use neutral, acid-free, and lemon-free dishwasher tablets.
• Do not wash at too high a temperature.

Are you in doubt? Then simply wash the cutlery by hand

1. We recommend regular cleaning of the metal spacer with a stainless steel cleaner to prevent discoloration.
2. In addition to the dishwashing Instructions we recommend the following:
3. A wad of aluminum foil in the cutlery tray or cutlery drawer prevents staining or tarnishing and restores shine to the cutlery.
4. Do not use salts or water softener when washing the cutlery.
5. If the spacer does get discolored, you can gently lighten it with a scouring pad and abrasive. Be careful not to scratch the other metal of the cutlery with the scouring pad. 

Have you owned cutlery for a long time and recently bought some more? Then it is possible that the new cutlery is sometimes slightly lighter or darker. Over the years, minor changes have been made to the manufacturing process. If you have had the cutlery for a very long time, it is possible that the color has changed slightly. Unfortunately we cannot solve this.

It can sometimes happen that after a number of years, one or more white dots become visible in the mother-of-pearl colored handle of the cutlery. You can easily remove this by heating the handle above a heat source (lighter). Do not hold it too close to the handle. Any black residue from the flame can be removed afterwards with water, soap, and a cloth. The white spots will then have disappeared.

If you are not satisfied and wish to cancel the purchase or exchange the product, you can send it back to us. You must register the return via the online return form.

You must let us know within 14 days after receiving your product. After this notification you have (another) 14 days to send the product to us. 

Returns within the EU are free. You will receive a shipping label. The return shipping costs have already been paid by us.

Returns outside the EU are at your own expense, unless the return is due to an error on our part (e.g., a defect or incorrect delivery). You must send the package to:

EME Napoleon
De Corridor 12-M
3621ZB Breukelen
Netherlands

If you have opted for an exchange or other product, we will send it to you as soon as possible after receiving your product. Did you return the product because you do not longer want the product and you want to cancel the purchase? We will refund the purchase amount, excluding the previously paid shipping costs, to your bank account as soon as possible.

You can use this return form:

Did you return the product because you do not longer want the product and you want to cancel the purchase? We will refund the purchase amount, excluding the previously paid shipping costs, to your bank account as soon as possible. So you will certainly receive your money back within the period of 14 days! 

EME is the largest cutlery factory in Europe. This factory is located in Italy, in the city of Lumezzane (near Milan). Do you want to know more about EME Napoleon? Then read our article Cutlery Information and the article About EME Napoleon. EME offers various types of cutlery. However, only the cutlery from the Napoleon series is available in this online shop.

The cutlery is made of stainless steel and has a plastic handle. The steel is made of stainless steel (also called chrome steel or chrome nickel). The steel consists of 18 parts chrome steel and 10 parts nickel. This is also referred to as 18/10. The nickel ensures that the cutlery shines beautifully. The handle is made of metal acrylic. It is a hard plastic (similar to plexiglass). It is heat resistant and very strong material. Ideal for cutlery. The cutlery can be washed in the dishwasher by using these high-quality materials. Please read the dishwashing Instructions from EME.

Napoleon's cutlery consists of 2 parts: plastic and metal. The weakest piece is always the connecting piece. The cutlery is simply more fragile than cutlery that consists of 1 piece of metal or plastic.

The cutlery from EME Napoleon is made of strong materials and of such quality that it can be washed in the dishwasher and that you can enjoy it for many years. We recommend that you read the maintenance instructions carefully.

The quality of the cutlery can decrease if you do not adhere to the maintenance instructions.

The key measures are:

• Remove food residues before placing the cutlery in the dishwasher.
• Preferably, do not use dishwasher salt.
• If you choose to use dishwasher salt, pay attention to the following: after pouring the salt into the tank, using the funnel, closing the cap, and wiping any spilled liquids with a damp cloth, run an empty washing cycle to eliminate any salt residues, as they could otherwise damage the cutlery during the washing cycle.
• Place the cutlery in the dishwasher with the handles facing upward.
• Use neutral, acid-free, and lemon-free dishwasher tablets.
• Do not wash at too high a temperature.

Are you in doubt? Then simply wash the cutlery by hand.

The metal of the intermediate piece is corroding. What can I do?

• • In addition to the dishwashing instructions, we recommend the following:
• We recommend regular cleaning of the metal spacer with a stainless steel cleaner to prevent discoloration.
• A wad of aluminum foil in the cutlery tray or cutlery drawer prevents staining or tarnishing and restores shine to the cutlery.
• Do not use salts or water softener when washing the cutlery.
• If the spacer does get discolored, you can gently lighten it with a scouring pad and abrasive. Be careful not to scratch the other metal of the cutlery with the scouring pad. 

There are small white dots / spots in the (mother-of-pearl) colored handle. What should I do?

Sometimes, after a few years, one or more white dots may become visible in the mother-of-pearl colored handle of the cutlery. You can easily remove these by heating the handle above a heat source (lighter). Do not hold it too close to the handle. You can remove any black residue from the flame afterwards with water, soap, and a cloth. The white spots will then have disappeared.

The color of the handle differs from my existing cutlery. How did that happen?

Have you owned cutlery for a long time and recently bought some more? Then it is possible that the new cutlery is sometimes slightly lighter or darker. Over the years, minor changes have been made to the manufacturing process. If you have had the cutlery for a very long time, it is possible that the color has changed slightly. Unfortunately we cannot solve this.

Napoleonbestek.nl is affiliated with Webwinkelkeur.nl.This quality mark guarantees an annual check on identity and contact details, mediates in disputes and annually inspects the webshop for compliance with European laws and regulations.You can read more about this on the Webwinkelkeur website:Reviews and quality mark

EME Napoleon is affiliated with Webwinkelkeur.nl.This quality mark guarantees an annual check on identity and contact details, mediates in disputes and annually inspects the webshop for compliance with European laws and regulations.After every order, customers are invited to write a review about EME Napoleon.You can read customer reviews on the Webwinkelkeur website:Overview reviews for EME Napoleon

We think it is important that reviews give the best possible picture about our products and service. Our reviews are therefore, impartial, managed by Webwinkelkeur. Webwinkelkeur has taken measures to guarantee the authenticity of reviews. You can read here what measures these are.

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