In principle, we ship orders within three working days after placement using GLS parcel service. When you place an order you will receive a tracking number which you can use to follow your order online from the moment we hand it over to GLS.
Deliveries take place between 8 a.m. and 5 p.m. and require a customer signature. If you are seldom at home, you may want to arrange for parcels to be delivered to a family member, a neighbourhood shop or your work address. You can register multiple delivery addresses in your account and choose the best one for each order. You may also leave a signed message for the driver, for example next to your doorbell, giving permission for him or her to leave the parcel at the door or with a neighbour. If the first delivery attempt is unsuccessful, the driver will return to your address the next day. If you are out again, the driver will return the parcel to us and we will contact you to make other arrangements.
We will send you an e-mail when we hand over your parcel to the driver. If you are in Belgium, Luxembourg or a specific part of the Netherlands, you will ordinarily receive your parcel the next day. Elsewhere in Europe you can expect to receive delivery within three to seven days.
Shipping within the Benelux countries is free on orders totalling €50 or more. Shipping rates vary per country and are shown alongside your shopping basket. If you are ordering multiple items, we advise you to do so in a single order whenever possible. We cannot merge separate orders, so each order will be subject to shipping costs. If you need more information about shipping rates, or would like to know the threshold amount for free shipping to a particular country, please e-mail us at firstname.lastname@example.org. If your country is not shown in the list, please e-mail us to request a specific shipping quote.
Shipping is at the customer’s own risk. However, we do take every precaution when shipping fragile items to ensure that they are protected by appropriate packaging. We use recycled materials for our packaging, and pack glass items in plastic bubble wrap.
If you change your mind, or if you are dissatisfied with any item, you may return it to us within seven calendar days. Items must be returned in their original condition. Please ensure that you adhere to the following instructions when returning any item:
- Send an e-mail to email@example.com with your order number, telephone number, address and bank details and state which products you would like to return. If you have paid using PayPal, we reimburse the amount to your PayPal account.
- Return your items to Zhen bvba, Fonteinstraat 12, 3000 Louvain, Belgium. Include a copy of your e-mail (as described above) so that we can link your returned items to your account and complete your reimbursement. Items should be packed appropriately. Remember to retain proof of postage.
- We will reimburse any shipping costs you paid for your order.
When you receive a parcel from us, please open the shipping box and the product packaging carefully so that you can use it if you decide to return items to us.
We receive payments via ICEPAY. We accept payments made using PayPal, iDEAL, Bancontact, Visa and MasterCard as well as bank transfers. Please not that bank transfers take longer to process, and that your order will only be shipped after we have received your payment in full.
You can reach us by e-mail at firstname.lastname@example.org or by telephone on +32 (0)16 22 43 30.
Our lines are open on Monday to Thursday from 9 a.m. to 4 p.m. and Fridays from 9 a.m. to 1 p.m.