After-sales service

How can I contact your after-sales service?

You can contact our after-sales service via our e-mail address, by telephone (+32 4 360 92 91 from 8.30 p.m. to 6 p.m.) or even via Facebook (from 8.30 a.m. to 4.55 p.m.).

In which languages do you offer after-sales service?

Our after-sales service is currently able to answer you in French, Dutch and English.

Orders & Deliveries

What should I do if I have a problem placing my order?

If you have a technical problem placing your order, please note that our ordering process needs your computer to accept cookies. The latter save the items you add to your basket in order to place the order. If session cookies have been disabled, you will need to amend your browser options accordingly. If you use an ad blocker, please check that it is not interfering with the functionality of our web site. If you continue to have problems, it is perfectly possible for you to phone us to place your order (+32 4 360 92 91).

When will my order be dispatched?

If all the products ordered are in stock (which is usually the case), your order is prepared and dispatched within 1 or 2 working days. Please note that if you placed your order on Friday, it is possible that your order will not be dispatched until the following Monday.

Can I change or cancel my order?

Until you have paid for your order, it can be changed or cancelled. If (as private customer) you have already paid and want to change or cancel your order, please contact us via our e-mail address or by phone+32 4 360 92 91). If your order has already been prepared, the cancellation can only happen by you refusing to accept the parcel, without opening it.

Which secure means of payment do you accept?

At present, we accept the usual means of payment:

Bancontact / Mister Cash, MasterCard, VISA, and PayPal.

Of course, all your payments on our site are secure and all your bank details are entirely encrypted between your computer and the servers of our payment portal (Stripe). All your information stays confidential and cannot be viewed or used without your knowledge.

Which delivery methods do you use?

Our orders (domestic or international) are shipped via GLS or TNT. As from the day after the day when you placed your order, we undertake to deliver to you within 3 or maximum 4 days in Belgium (from experience, the usual period is 1 day). Other periods are for guidance only, and international orders may take up to 10 days.

How much does delivery cost?

Please note that we do not currently offer the possibility of an express delivery. The charges for conventional delivery are available on our delivery charges page.

Where is my order.

All our parcels have a tracking number (that the carrier sends to the e-mail address that you gave us). If you want to know the status of your order, visit the tracking site of the relevant carrier (GLS or TNT).

Where do you deliver to?

At present, we deliver parcels of maximum 50kg to the following countries:

Albania, Austria, Belgium, Bosnia-Herzegovina, Bulgaria, Canada, Cyprus, Croatia, Czech Republic, Denmark, Estonia, Faeroe Islands, Finland, Germany, Greece, Hungary, Ireland, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Montenegro, Norway, Netherlands, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, United Arab Emirates, United Kingdom and United States of America.

If your order weighs over 50 kg or if your country does not appear in this list, please contact us via our e-mail address or by phone (+32 4 360 92 91) to see what we can do to help you.

Do you offer gift vouchers?

We don't offer gift vouchers at present, either in digital or physical form.

Can I receive compensation if the price of a product has been reduced since I placed my order?

If the price is reduced after you place your order, according to current commercial legislation, under no circumstances can we compensate this difference. Conversely, we would also be unable to ask you to pay a higher amount if our prices had just increased.

Need more information about delivery or import duties and taxes?

Visit the relevant pages (6. Import duties and taxes and 7. Delivery) in our terms of sale.

Sizes

What is my size?

You can find out your size by referring to our size guide on the product information sheets, or on the dedicated page.

What should I do if my size is not or is no longer available?

If we are planning to re-stock your size, an e-mail alert button will be available. If you activate it, we will send you an e-mail once the product is back in stock. If this option is not available, we have probably decided not to re-stock this product for the moment. However, we would be happy to suggest a similar product if you contact us via our e-mail address or by phone on (+32 4 360 92 91).

Will you be offering more sizes in future?

Each new product is the subject of a study to determine the sizes that will be available. If enough people in our community express the wish to have a particular new size, we could consider the matter for our new products or re-ordering.

Returns & Exchanges

What is your returns and exchanges policy?

In accordance with EU Directive 2011/83 of the European Parliament and the Council of 25 October 2011 on consumer rights, you have the right to notify us that you are cancelling your purchase without penalty or having to give reasons within 14 working days as from the day after delivery. If all the conditions required are met, we will arrange a refund or an exchange.

How can I return a product?

To make a return, just go to our page Support: Returns and complete the form to notify us of your decision.

Are the return postage costs refunded?

No penalty is applied should you wish to exercise your right of withdrawal. You will be obliged to pay only the return postage costs. We ask you to take the greatest care of the returned articles. On receipt of your return by our After-Sales department, a technician will check the contents and condition of the returned product.

When will I receive my refund?

If you send us a bank account number, we will send your refund as soon as possible (maximum 30 days) following the date when we have been informed of your wish to cancel and once the products have been returned to us. Otherwise, we will refund you using the payment mode that you used.

What should I do if a product is damaged, defective or incorrect?

In the case of products that do not correspond to the information given in the presentation of the products (wrong reference, incorrect product colour, functions shown on the article information sheet are missing, etc.) on the site or which have latent defects, they will be replaced or refunded based on the availability of similar products and your preference.

How can I track my return?

We will send you an email advising you of the process we will apply for your returned product.

What should I do if the amount of my refund does not match the amount of my order?

If you have requested a refund for a product that has not been dispatched, the amount refunded corresponds to the value of the product and the associated delivery charges. Please note that refunds of delivery charges are calculated pro rata to the number of parcels sent.

Breakdowns & Guarantees

Is my product guaranteed?

All the articles we sell are covered by the statutory conformity warranty, the statutory warranty against latent defects and the 2-year manufacturer's warranty (except accessories and consumables).

How can I return my product under warranty?

Before sending us a return, please contact us directly to make a preliminary diagnosis of the fault or defect, to check the warranty period for your product, to make sure that these repairs will be covered by the warranty and obtain a return agreement and inform you of the procedure to follow. This will help us to process your repair faster.

What should I do if the repairs are not covered by the warranty?

If the cause of the fault is not covered by the warranty conditions (for example: signs of impact, oxidisation, incorrect usage, etc.), unfortunately we will be unable to cover the repair costs.

In this case, we will send you a quotation for the repair. We will notify you by email, accompanied by a quotation. You can then choose one of the following three options:

Accept the quotation for the repairs.

Decline the quotation (if you wish to collect your unrepaired product, our workshop will apply an administration fee for the preparation of the quotation and diagnosis of the fault).

Abandon your device at no additional cost

Need more information about returns, exchanges or the warranty?

Visit the relevant pages (12. Right to cancellation and returns and 13. Warranties and after-sales service) in our terms of sale.