Secrid Care & Repair

FAQ

• Repair
  • What is the most common complaint?

    Sometimes the friction between the cards and the Cardprotector can get so low, you might loose your cards. You can solve this issue by replacing the parts in the Cardprotector.
    

  • How do you replace the inner parts of a Cardprotector?

    See the video underneath to see how you repair a Cardprotector.

    
  • The black knob of the Cardprotector is loose. How do you repair this?

    Watch this video to see how to solve this problem easily.

  • What can you do, when you cannot help your customer?

    If the customer has a complaint you can not you can you, please contact Secrid Heartquarters in The Hague.

    We are available every weekday, Monday to Friday (expect bank holidays) between 08:00 to 18:00 Central European Time.
    
    

    - Send an e-mail to: info@secrid.com

    - Call: +31 (0)70 390 2180
    
    

  • How do I register my repair?

    To register your repair, please fill in the digital Secrid Repair Form. Please also fill out this form for repairs you can not fix yourself such as loose stitching, scratches or a defective press stud. This helps us greatly in improving our products.

  • Why do I need to register my repair?

    By registering a repair, we gain insight into the various types of defects and how often they occur. With this information, we can make targeted improvements to our products, production processes and the new Care & Repair service to make users happy.

• Ordering parts
  • What do I need to carry out repairs?

    To carry out repairs you will need the following:
    
    

    

  • How do I order replacement parts to carry out the repairs?

    You can order replacement parts in three ways:
    
    

    • 1. Place an order via the Secrid Retail Platform. If you do not yet have access to this, please contact us.

    • 2. Send an e-mail to retail@secrid.com

    • 3. Call +31 (0)70 390 2180

    • 4. Add your order in the notes section of the Secrid Order Form.

  • What do I do with old parts?

    We are in the process of setting up a recycling programme. Until then, you can separate old parts with the relevant waste. Considering the transport impact, this is the least environmentally unfriendly solution.

• Contact
  • Where can I go if I want to know more or have questions?

    If you have any questions, need support or want to know more about Secrid repairs and the Care & Repair service, you can reach us from Monday to Friday from 8:00 a.m. to 6:00 p.m. via info@secrid.com or +31 (0)70 390 2180