Customer service

At gardenmachineshop.com, your satisfaction is our priority. Our customer service team is here to help with questions about your orders, international shipping, returns, warranties and spare parts.

Below you will find the most important information. If you need further assistance, our team will be happy to help.

My Account & Invoices

You can easily access your orders and download your invoices through your online customer account.

Visit My Account and sign in using the email address associated with your order.

Where Is My Order?

You can check the current status of your order at any time through My Account.

Once your order has been dispatched, you will receive a shipping confirmation by email, including tracking information where available.

International Shipping & Delivery

We offer worldwide shipping to eligible destinations using reliable carriers, including DHL, GLS and UPS, depending on your country and the type of product.

Shipping costs and estimated delivery times vary depending on the destination, package size and product availability.

The available shipping options, costs and estimated delivery times are displayed at checkout before you place your order.

For deliveries outside the European Union, import duties, local taxes and customs clearance fees may apply. These additional charges are the responsibility of the customer.

For more information, please see our Shipping Policy.

Changing or Cancelling an Order

Would you like to change or cancel your order?

Please contact our customer service team as soon as possible. If your order has not yet been processed or dispatched, we will check whether changes or cancellation are still possible.

Returns & Refunds

Would you like to return an item?

Please contact our customer service team or consult our Returns & Refunds Policy for instructions.

EU consumers generally have a statutory 14-day right of withdrawal, subject to applicable legal exceptions. Return conditions and rights for other destinations may vary.

Warranty & Repairs

Have you received a defective product or do you need assistance with a warranty claim?

Please contact our customer service team with your order number and a description of the issue.

Our team will review your request and guide you through the next steps, in accordance with your applicable warranty rights.

Finding Spare Parts

Looking for the correct spare part for your machine?

Browse our Spare Parts Catalogue to find genuine STIHL spare parts using the original manufacturer (OEM) part number.

If you cannot find the part you need, our team will be happy to assist you. Please provide the machine model, serial number or OEM part number whenever possible.

Contact Our Customer Service

Do you have a question about your order, a product or our services? We are happy to help.

Email: cs@gardenmachineshop.com

Phone: +31 53 572 78 78

You can also reach us through our Contact Form.

Customer Service Hours

Monday to Friday: 08:00 – 17:00 (Netherlands local time, CET/CEST)
Saturday and Sunday: Closed

We aim to respond to all enquiries within one business day. During particularly busy periods, response times may be slightly longer.

Gardenmachineshop.com is operated by Keizers Haaksbergen VOF, a Dutch family-owned business specialising in garden machinery and genuine spare parts since 1956.