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FAQ
Easy shopping
How can I find, select, and order something on the Boutique?
· Login or create an account
· Click on the product category you’re interested in or use the search engine field to search for a specific product. You can also refine your search using the filters shown on the left side of the category page.
· To purchase a product, add it to your shopping cart by clicking on the button “add to cart”. If you desire more products, repeat this process.
· Once you have all desired items, click on the shopping cart icon on the top right corner of the page to view your cart and proceed to the checkout.
· Submit the following details during your checkout (If not already pre-filled):
· Billing address
· Shipping address (in the case it’s different to your billing address)
· Select your shipping method
· Verify if your filled in details are correct and proceed with the payment to place your order by clicking on “place order”.
· Select your payment method
· Add additional information if applicable
· Once your order is successfully placed, you will receive an order confirmation via email.
How can I login to the webshop?
If you already have an account, you can login using your credentials.
If you do not have an account, you can create an account here.
You can also access the account creation page via the link “create an account” at the top of the connection page.
What can I do if my selected item is out-of-stock?
If your desired item is out of stock, you can subscribe to be notified once it is back in stock. On the page of the product, you can click the link to be notified when the product is back in stock. If you have any other questions regarding out of stock products, you can contact our customer support via the contact page.
How do I know if my order was successful?
If your order was placed successfully, you will automatically be directed to an order confirmation page. Additionally, you will receive an order confirmation via the e-mail address linked to your account.
What if I didn’t receive an order confirmation?
It could be the case that the order confirmation email was delivered to your spam folder. However, if you do not receive an order confirmation, it could be due to an unsuccessful payment. In any case, feel free to contact our customer support via the contact page
Can I still edit or cancel my order once I’ve placed it?
To protect the content of your order, it is not possible to modify your order once it is confirmed. You can contact our customer support via the contact page to cancel the complete order as long as it hasn’t been shipped yet. If you are a consumer in the sense of the Consumer Rights Directive, you will benefit from a right of withdrawal (More information on question “Can I return my goods?”).
Can I choose between standard shipment and express shipment for my items?
Yes, you can choose between standard and express shipment. The expected delivery time will be mentioned during checkout. For standard and express shipment, the delivery time depends on the country of delivery.
When will I receive my order?
Delivery times depend on the selected transporter, shipment method and the chosen destination. All transit times are market standard. During checkout the expected delivery time will be visible under the shipping method.
What are the shipment costs?
The calculation of the costs is done during the check-out process on the webshop. Transport costs are calculated based on weight of the order, the delivery address, and the selected shipment method.
Can I ship worldwide?
Shipments are allowed worldwide.
Our delivery partners will deliver products to countries that are included in the shipping list of the webshop. You can view this shipping list by selecting the country in the shipping address form. If your country is not included in the shipping list of the webshop, you can contact our customer support via the contact page to discuss possible alternatives. Be sure to specify the destination country of your order. Additional charges may apply such as local customs taxes and/or import duties. All deliveries are being sent DAP (Delivery at Place).
How can I track my order?
Once your order is shipped, you will receive an email indicating your shipment number, the item(s), and a carrier track & trace link. This link will allow you to track the delivery of your order directly on the carrier’s website. If you have not received a shipment email, you can contact our customer support via the contact page to receive the tracking link.
What can I do if my delivery doesn’t contain my (entire) order?
Please contact our customer support via the contact page after checking your delivery note. Please mention the reference number on your order and the missing item(s).
What can I do if my delivered goods are not correct, are not conforming or were damaged during transport.
If you are not a consumer in the sense of the Consumer Goods Guarantees Directive, the product delivered will conform with the description of the products ordered. We, however, will not be held liable for any hidden default, to the extent permitted under French law. You are obliged to verify the products as to their conformity immediately upon delivery. Every complaint must be communicated to our customer support via the contact page as soon as possible, and in any event within eight (8) days (if within France) or fifteen (15) days (if abroad) following delivery, failing to which the complaint shall be null and void. If you don’t communicate your complaint within the above term or you have used or commercialized the concerned product, even in case of a timely complaint, you will be considered to have unconditionally and irrefutably accepted the delivered product. If a complaint is considered to be justified (damaged product upon arrival or wrong delivered goods), then we shall, without being held to any additional damages, either repair the concerned products or replace the concerned products. In order to be reimbursed for the return costs, you must provide proof of these costs. We may also choose to have the products collected from you at our expense. If you return products for a replacement, you are requested to include with the returned products a completed and printed copy of the return form that will be sent to you after contacting our customer support department. Unless expressly agreed in written otherwise, the products sold do not benefit from an additional guarantee offered by us or the manufacturer.
If your order has been damaged by the carrier, you must provide detailed observations from the carrier's delivery (box punctured, damaged, wet, etc.) to our customer support.
Secure shopping & payment
How can I pay and is it safe?
We guarantee safe online payments and the safety of your personal data. Transaction data will only be transferred if the data can be encrypted with SSL technology. SSL technology will encrypt your connection to secure the payment. No special software is required to make payments with SSL.
Payments can be made using the payment methods mentioned on the webshop. The available payment methods will be exposed during the checkout, and if applicable, credits and/or budgets will be shown as well.
Please note that transaction costs may apply.
If your card issuer blocks your payment, we cannot be held responsible for possible delivery delays, and/or the non-delivery of your order. We do not retain any data related to payment methods (credit card details or security codes) in our system.
I forgot to pay an invoice. Can I still place a new order?
You can only place a new order if the payment of open invoices is completed. Until payment of the due invoices, we reserve our rights to suspend further orders and deliveries.
I don’t accept the invoice. What should I do?
For any objection regarding an invoice, please contact our customer support via the contact page within 8 days upon receipt of the invoice. In order to be considered valid, any dispute in relation to invoices must be notified in detail by registered letter within eight (8) days after receipt of the invoice. No cause exempts you of your payment obligation (e.g. filing a dispute).
Where can I introduce my promotional code?
Once you have collected all of your desired items in your shopping cart, you can review your order and proceed to the checkout page. Here, you will find a coupon or promotional code application field, either below your order total or below the payment method options. Type in your code and click on the “apply code” button. The discounts will be applied to the subtotal amount. Kindly note that promotional codes are not always available.
My promotional code isn’t working. What could be the reason?
Make sure your promotional code is still valid and didn’t expire yet. If the problem persists, you can contact our customer support via the contact page.
Easy return process
Can I return my goods?
If you are not a consumer in the sense of the Consumer Goods Guarantees Directive, you are not allowed to return your goods unless you have a specific reason (e.g. you received a damaged product or delivery is not correct). Please contact our customer support via the contact page. (More information on question “My delivered goods are not correct, are not conforming or were damaged during transport.”)
How can I return my articles?
Please contact our customer support via the contact page. Our customer support will provide the return form and provide additional information about the return procedure. Complete the return form and send a copy to the customer support department before shipment. Subsequently, include a copy of the form in the return-package and send it to the address that you received from our customer support department.
Who will pay for the transport costs if I return my goods?
If a complaint is considered to be justified, i.e., damaged product upon arrival, wrong delivery, incomplete delivery, etc… then the return costs will be reimbursed. In order to be reimbursed for the return costs, you must provide proof of these costs. We may also choose to have the products collected from you at our expense.
What’s the return address?
If goods need to be returned, the return address will be communicated to you by the customer support department.
How fast will a reimbursement be processed?
The reimbursement will be made shortly upon receipt of the returned product(s), using the same method of payment as the method you used during the original transaction. The products must be returned intact, complete, and in their original packaging. Reimbursements may be delayed until we have received the returned goods in our warehouse.
Customer support
How can I reach customer support?
You can contact our customer support via the contact page.
What are the customer support working hours?
Our customer support operates during local working hours. Our customer service is available from Monday to Thursday from 9 am to 5 pm, and on Fridays from 9 am to 4 pm (GMT+1). Our customer support is closed during the weekend and on local holidays. It is still possible to place orders when our customer support is closed.
How can the customer support help me?
Our customer service can help with:
· Processing orders
· Providing information
· Returning goods
· Assistance and technical support
· Handling queries or complaints about a product you have bought
In which language can I contact the customer support?
Our customer service provides support in English, French, Dutch, and German.
What is the response time of the customer support?
While the response time is contingent on the request submitted, we ensure that you will hear an initial response from our customer service department within 12 business hours from the moment your ticket is received.