Contact with Team Brenger

We are more than happy to answer all your questions. Curious to see the price of your delivery? You can check and see the price for your transport on our homepage immediately. Enter the pick-up and destination details to see your price and then arrange your transport. Chat with us or e-mail us for any other questions. Please mind! Offers for auctions can only be requested via the homepage, not via e-mail.

General questions

Could Brenger help me with my move?

You could definitely use Brenger for your move. We offer a suitable solution for items that are easy to load in and out of a van. Make sure you have all the dimensions of the items that you want to transport and enter them on brenger.nl. Do you have any particularly heavy items? Then we recommend you to choose the ‘two drivers’ option for an extra price of 40 euro. Our couriers do not disassemble, so make sure your belongings are ready. Brenger is not a removal company.

Note: do you want to move more than 5m3? Then we cannot guarantee that we will find a courier. You can try though, often it just works!

Does your transport request not fit in our dimensions?

If you have an odd, large of heavy item that needs to be transported, then we cannot guarantee that we can deliver it. However, you can always try to book the transport with us. There are certain couriers who drive in an extra large van or who happen to have special equipment to transport heavy items. If you place a transport request like this then we will contact you.

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.

If I place a transport request, am I obliged to go through with it?

Place a transport request is without obligation. Before you make a deal with a courier, your request can be cancelled at any moment. You will then receive the full payment back. If you cancel anywhere later than 48 hours prior to the transport, you will receive 50% of your payment back. The other 50% is for the courier because he or she is often unable to adjust their planning after that.

Are my things insured during transport?

All items that are sent via Brenger are insured with our standard door-to-door package, against theft and damage, up to €500. Damage that occurs when the driver is carrying or helping with lifting of objects within the home or building (at either the pick-up or destination) are not covered by this insurance.

Also, any damage to glass, stone (or similar) or foodstuffs, or damage that occurs during transport of other items that are not within our guarantee (larger than 400x180x160cm, or heavier than  200kg, or any items that require special equipment to load or unload) are not insured.

In case of damage, we ask that you make contact with us immediately. Make sure you take photos of the damaged items, make a written description of the damage, and keep any proof of repair costs and/or purchase value. Send these to info@brengertransport.com. Brenger will reimburse repair costs, as specified in a quote from a professional restorer, up to the original purchase value of the product.

Can I request two couriers 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.

How do I place a transport request?

You can read how simple it is to place a transport request here.

What does a transport using Brenger cost?

At the top of the homepage you can enter the destinations of the transport and the dimensions of the item, you’ll immediatly receive a price. This price is dependent on the rest of your choices during the process. Delivery to a certain floor for example, costs extra. All prices are including VAT.

Can the driver come with a tail lift or pallet-truck?

A Brenger driver usually comes with a regular delivery-truck with dust-sheets and straps. If you need extra equipment to move your items, then you can add these extra services to your booking. It is your responsibility to choose the right services needed for your items. With our ‘Extra services’  package, you can add the following services:

  • Extra person: The driver arrives with a helper - handy if there’s no help available at one of the addresses.
  • Tail lift: The driver comes with a tail lift, which is useful for wheeled items for example.
  • Tail lift and pallet-truck: The driver comes with both a tail lift and a pallet-truck, perfect for heavy pallets.
  • Tail lift and extra help with lifting: The driver comes with a van with a tail lift, and extra lifting help.

Be aware! Brenger doesn’t offer the following services, so you’ll need to arrange something separately for:

  • A moving-lift (for lifting items up to a window)
  • Disassembly
  • Packing material

Payment

Where can I find my invoices?

You can find your invoices by logging in and clicking on ‘Your overview’ in the top right-hand corner 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.

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 hold onto your payment and 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.

Delivery

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.

How can I check whether the items have been delivered?

You can check if 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 send 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.

Are the items guaranteed to be delivered if I place a transport request?

All transport requests within the Netherlands (except the islands) are guaranteed to be delivered within 7 working days of the day of transport originally booked .

The guarantee doesn’t apply:

  • If the job is larger than our maximum dimensions (400x180x160cm)
  • If it has a volume greater than 12m3
  • If the total weight is greater than 200kg
  • If the item is made of stone, glass, reproduction stone or cement (or similar)
  • If the item is a foodstuff
  • If it’s a piano or trailer
  • If it contains living organisms (animals, plants, etc.)

As these exceptions don’t work with our service concept, we can’t guarantee that a driver will be happy to carry them. However it’s often still possible to find a driver who can. We suggest you go ahead and place a transport request anyway, because you’ll probably still be able to arrange a transport that works for you. The only situation where you definitely cannot arrange a transport is for items over 200kg in weight. For items this heavy, it just isn’t possible for our drivers to transport them, so in that situation, you cannot place a transport request.

Can it be picked-up or delivered in a specific time-slot?

Of course! When you book your transport you can always select the date, and then you can choose a flexible time-slot from 9am to 6pm, or a specific time-slot for a small extra cost.

Marketplaces

Do I have to verify my bank account number?

You never have to give your bank account number to Brenger or the buyer. When the buyer makes the payment through Brenger, you will receive an email from Noreply@brengermail.nl with an invitation to verify your identity with Online Payment Platform. Invitations to confirm the payment through other channels, such as WhatsApp or other email addresses, can indicate phishing. Always report such attempts to the police or the online fraud helpdesk.

Can I also pay for the online marketplace product via Brenger?

Yes, you can! Start your request by filling in the city names on the homepage. As a type of transport you choose ‘home’ and after that you pick the appropriate option.

After filling in the description of the product(s), you’ll be asked if you want to process the payment of the product as well. You simply fill in the amount and later you can add the IBAN to the contact details of the seller.

Within 5 working days of the driver confirming your pickup the money will be transferred to the seller.

Please make sure you fill in the right details otherwise the seller can cancel the transport, in which case you will be liable for paying cancellation costs.

What if my transport isn't covered by the guarantee?

If your transport isn’t covered by the guarantee (for example due to dimensions, weight, or other exceptional conditions), you can still place a transport request, and arrange payment of an agreed price later.
In 90% of cases a driver can still provide the required service. Read more here.

How do I use Brenger if I want to deliver items purchased on an online marketplace?

Our service is often used to collect and deliver purchases from online marketplaces such as ebay or craigslist. 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. This gives the driver more flexibility to be cost-effective. 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.

Chat with us

Use the chat icon at the bottom right to open a chat with our customerservice. Chat is the fastest way to get your questions answered. We are available daily via chat during the hours mentioned below. You can also send us an e-mail at info@brengertransport.com or give us a call on +442038685346.

For couriers

Couriers that are interested in working with Brenger can reach us through mail via info@brengertransport.com or via the chat button in the bottom right corner. For urgent questions, active couriers can reach us from 8:00 until 17:00 through the emergency line provided during onboarding; check your activation email for the phone number.

Businesshours chat
Monday: 09:00 - 17:00
Tuesday: 09:00 - 17:00
Wednesday: 09:00 - 17:00
Thursday: 09:00 - 17:00
Friday: 09:00 - 17:00
Saturday: 12:00 - 17:00

We are less available during public holidays

Did you already book a transport?

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