How can I change my order?
Please email us within 24 hours of order being placed at firstname.lastname@example.org and provide your order number along with the changes you would like to make
What payment methods do you accept?
We accept prepayment.
When can I expect to receive the items that did not ship on my order?
In case of partial delivery, we always notify our customers in advance. All backordered items ship as soon as they become available unless notified otherwise. Back orders of less than 200€ will not be sent unless agreed upon, but will be cancelled.
What is your shipping damages policy?
Upon receipt, please inspect your order carefully and notify us of any damages. In the case of damaged product please email us pictures of the products along with the item number and invoice # to email@example.com. Damages incurred during shipping must be reported within 72 hours of receipt of merchandise.
Where are your products made?
Our products are shipped form our warehouse in Belgium. Our products are sourced all over the world from places such as Tunisia, India, Thailand, Vietnam, Indonesia, Bolivia and many more.
Yes, we ship to the UK.
New customs formalities are in place following Brexit. Please fin below the process in place for all our shipments to the UK.
As you must be aware of, since Brexit, all products from EU must be customs cleared before entering the UK. Our transport company will hold your shipment at its dock in the EU while customs clearance is carried out on your side.
To facilitate your clearance of the goods, you will receive an email from a clearing agent in the UK called “Hellman World Logistics” (Importpreadvicequeriesuk@hellmann.com) confirming that he can act as your clearing agent for this shipment. In this email, Hellman will invite you to fill in a document called “Customer Account Opening Pack” to clear your order. There is of course no obligation to do the customs clearance with Hellman. You can decide to work with another clearing company, in such case, please advise Helleman accordingly.
Once the goods are cleared and payment has been made, your order can then be shipped to the final destination.
Please also note that because of Brexit (and those new customs formalities) there is an important congestion at the border which is delaying all shipments. It is therefore very complicated to provide an accurate delivery time frame. We are in contact with our transport company on a daily basis to ease as much as possible every shipment to the UK.
Please be reassured that, up until now, all orders have reached final destination 😉