ORDERS
How do I place an order ?
Simply select your desired products, add them to your cart, and proceed to checkout. By confirming your order, you acknowledge and accept our Terms and Conditions, including product descriptions and pricing.
When is my order confirmed ?
Your order is considered final once payment has been successfully processed and you receive a confirmation email. We reserve the right to refuse or cancel any order in cases of suspected fraud, prior disputes, or obvious technical errors (e.g., incorrect pricing).
Can I modify or cancel my order ?
Requests must be submitted immediately after placing the order. Once processing or shipping has begun, changes may no longer be possible. However, you may still exercise your legal right of withdrawal where applicable.
Pricing & Payment
Are prices inclusive of taxes ?
Yes, all prices are displayed inclusive of applicable taxes (VAT), unless stated otherwise. Shipping costs are calculated and clearly displayed before order confirmation.
When will I be charged ?
Payment is due immediately upon order confirmation. Orders will not be processed or shipped until payment has been fully validated.
Are payments secure ?
Yes. All transactions are secured using industry-standard encryption (SSL) and processed through certified payment providers. We do not store your payment details.
Shipping & Delivery
What are the delivery times ?
Estimated delivery times are provided at checkout. In accordance with applicable EU law, delivery will occur within a maximum of 30 days unless otherwise agreed.
What happens if my order is delayed ?
In the event of a significant delay, you may request a new delivery timeframe or cancel your order for a full refund, in line with legal provisions.
Who is responsible for the goods during delivery ?
Risk transfers to you once you (or a designated third party) take physical possession of the goods.
What should I do upon delivery ?
Please inspect your package upon receipt. Any damage, missing items, or anomalies must be reported immediately to the carrier and to us.
Right of Withdrawal (EU Compliance)
Can I return my order if I change my mind ?
Yes. You have the legal right to withdraw from your purchase within 14 days of receiving your order, without providing any reason.
How do I exercise this right ?
You must notify us of your decision via a clear statement (e.g., email or return form). You then have 14 days to return the product.
What are the return conditions ?
Items must be returned:
- unused
- complete
- in their original packaging
We reserve the right to apply a deduction if the product shows signs of excessive use.
Are there any exceptions ?
Yes. The right of withdrawal does not apply to:
- personalized or custom-made products
- sealed items opened for hygiene reasons
- digital content already delivered
- perishable goods
Returns & Refunds
Who pays for return shipping ?
Unless the item is defective or incorrect, return shipping costs are the customer’s responsibility.
When will I receive my refund ?
Refunds are issued within 14 days of receiving your withdrawal request. We may withhold reimbursement until the returned goods are received or proof of return is provided.
Will I receive a full refund ?
Yes, including the cost of the product. Standard delivery charges are refunded where required by law; premium shipping options are not.
Account & Data Protection (GDPR)
How is my personal data used ?
In accordance with the General Data Protection Regulation (GDPR), your data is used solely for:
- order processing
- customer service
- legal obligations
What are my rights ?
You have the right to access, correct, delete, or object to the processing of your personal data.
Is my data secure ?
Yes. We implement appropriate technical and organizational measures to ensure data protection.
Legal Guarantees
Are your products covered by a warranty ?
Yes. All products are covered by:
- the legal guarantee of conformity (minimum 2 years under EU law)
- the guarantee against hidden defects
What if I receive a defective or non-compliant product ?
Please contact us as soon as possible. Depending on the situation, you may be entitled to repair, replacement, or refund in accordance with applicable law.
Products
Are product descriptions accurate ?
We strive to ensure all product information is accurate and up to date. However, minor variations may occur and do not constitute grounds for liability.
Are product images contractual ?
No. Images are provided for illustrative purposes only.
Liability
What is your liability ?
Our liability is limited to what is required under applicable law. We are not liable for indirect damages, misuse of products, or events beyond our control (force majeure).
Promotions
How do promotions work ?
- Promotions are non-cumulative unless stated otherwise
- Valid while stocks last
- Cannot be applied retroactively
Customer Support
How can I contact you ?
You can reach us via the contact methods listed on our website.
What is your response time ?
We aim to respond within 24 to 48 business hours.
Disputes & Governing Law
What if I have a dispute ?
We encourage you to contact our customer service team first to seek an amicable resolution.
If needed, you may also use the European Online Dispute Resolution (ODR) platform.
Applicable law: Belgian law.