Frequently Asked Questions
Can't find the answer to your question? Send us an e-mail and we'll get back to you as soon as possible!
Which payment methods are offered?
We offer payment with credit cards, debit cards and bank transfer through 2 available payment methods:
1. Direct payment by credit card (Mastercard, Visa, American Express).
2. Payment through PayPal as a guest or with your PayPal account. PayPal allows you to pay by credit cards, debit cards and bank transfer.
Can I pay by PayPal without creating a PayPal account?
Yes, you don’t have to have a PayPal account to use PayPal. When you select PayPal as payment method you will be redirected to the PayPal guest checkout page where you can check out as a guest.
Are my credit card details safe?
Your payment details will be saved on our encrypted server. Your card information will be encrypted in our system using SSL technology. This high standard of security means shopping with a card on our website is safe and secure and ensures that your data will under no circumstance be accessible by third parties.
Where do you deliver and how much does it cost?
We deliver in worldwide using Bpost, DHL, DPD and PostNL. The shipping costs depend on where you want to have the products delivered.
- Belgium: €4,95
- France: €4,95
- Netherlands: €4,95
- Germany: €4,95
- United Kingdom: €4,95
- Luxembourg: €4,95
Delivery to these countries on orders above €60 is free.
Other delivery country? Contact us at email@example.com for more information and the applicable delivery and return rate.
How long does a delivery take?
Delivery times vary in function of the destination. We try to respect a delivery time of preferably 3 and maximum 5 working days. If you haven't received your package after 5 working days, please contact our customer service at firstname.lastname@example.org.
RETURNS AND EXCHANGES
How do I make a return?
Want to return something? If you are not pleased with your purchase - we doubt it but it can happen - you can return one or all items you bought with us for free within 14 days after your purchase.
Just sent an e-mail to email@example.com to notify your return and we'll provide you with a return label.
Belgium, France, Netherlands, Germany, United Kingdom, Luxemburg: 2 EUR.
As soon as we receive your parcel, we will refund you for the returned items. If you return all items, we will also refund you for the costs of standard delivery.
The costs of sending the items back to us, are at your own expense.
Can I exchange an item?
If the size you ordered does not fit and you want to exchange for a different size, please contact our customer service at firstname.lastname@example.org and we will help you out.
What if I receive an incorrect item?
If you received an incorrect item, please contact us at email@example.com, stating your order number, the item you wrongly received, the item you should have received and whether you would like a full refund or a free replacement with the correct item. Depending on what you prefer, we will then advise you on how to proceed with the return. We will than provide you with a return label, which will allow you to send the incorrect item back to us at our expense.
When should I expect to receive my refund?
We aim to refund returns as soon as they are received by us. Once the refund is issued, you will receive an e-mail confirmation. It will than take 3-5 working days for the payment to appear in your bank account or back on to your card.
Do I need to create an account to place an order?
No, you can place an order without creating an account. Creating an account is just a facility we offer to enable you to:
- Store your details to save time during subsequent visits,
- Manage your billing and shipping address and personal preferences,
- Receive collection updates and exclusive promotions
How Secure is your website?
We use the latest security technology to protect your personal information and safely process your payment. Our website is protected by an SSL certificate. All personal and payment information you enter at the checkout pages are therefore secured. Most browsers display a small padlock symbol on your browser to reassure you this is secure.