ORDERS & DELIVERY
Do you have questions regarding Shipping and ordering information?
Change & Cancel
Can I cancel my order?
If you wish to cancel your order please contact us at: firstname.lastname@example.org. If the package has already left our warehouse by the time we process your request we will help you arrange a return as soon as the package arrive to you.
Can I change items in my already placed order?
We offer free and fast shipping globally. Shipping cost may vary per country and your order maybe subject to: VAT, import duties and/or taxes. For more information on the subject please contact your local postal office or customs office.
Can I change the deliver adress?
If you are in need to change your original delivery address and ordered express shipping, please contact us at: email@example.com
I received a faulty item. What do I do?
We want to sort this issue out as fast as humanly possible. To do this, please contact our Customer Service with the following information:
- Your order number
- A picture of the product and description of the fault
- Your full shipping name and adress
- Your phone number
We’ll get back to you as soon as we can and send you a replacement item as quickly as we can.
Are you not satisfied?
If you're not satisfied with your product you can off course return it! You have 14 days right under Belgium distance selling law to return your item. You must contact customer service before returning your item. You have the right to examine the goods you have purchased. But to cancel the purchase your item must be in the so-called essentially unchanged condition. Due to hygienic reasons your item cannot be used or tested.
If you receive your goods and discover that it does not match the one you ordered, if it is damaged, or have other defects, please contact the customer service directly, but within 14 days after you received your item. Please describe what is wrong with the product. Have your order confirmation on hand to facilitate customer service.
You will agree with the customer service about what you want: Refund or new product. If you choose a refund, we will transfer your money within 30 days. If you have made the purchase with cash on delivery, we will also pay that fee. You will get the address where to return the item and as soon as we receive the item and approve the condition, we will send you a new product or refund your money. You will have to pay for the return shipment cost.
International Shipping Costs
International Shipping Costs
We are currently offering free and fast shipping for countries only in Europe and United Kingdom. Shipping cost may vary per country and your order maybe subject to: VAT, import duties and/or taxes.
For more information on the subject please contact your local postal office or customs office.
Do I pay VAT on my purchase?
The taxes depend on the final destination of the order. You may be charged import or customs fees, depending on the laws of the particular country. The EU-countries are excluded from customs fees. Any customs or import duties are charged once the package reaches the destination country. Additional charges for customs clearance would have to be borne by the recipient; we have no control over these charges and cannot predict what they might be. Since customs policies vary widely from country to country, you may want to contact your local customs office for further information.
How long is your processing time?
After an order is placed, it can take 1-2 business days to leave our warehouse. Business days are currently defined as Monday – Friday. Please keep in mind; orders placed after 3pm (GMT+1) or on a weekend will begin processing the following business day.
Please Note: sometimes inclement weather conditions delay shipments, including expedited shipping methods. We are not responsible for late deliveries due to weather and natural disasters.
How long is your delivery time?
National Shipping: BELGIUM
We offer free Standard Shipping with 1-2 business day transit times. Goods are being shipped from Belgium directly to your location.
International Shipping: EUROPE + UNITED KINGDOM
We offer free Standard Shipping with 3-6 business day transit times. Goods are being shipped from Belgium directly to your location.
International Shipping: REST OF THE WORLD
We offer free Standard Shipping with 5-9 business day transit times. Goods are being shipped from Belgium directly to your location.
***Please note that in current situation with COVID-19, our carriers might have delays that we have no control over. We apologise for delays.
Do you have Track & Trace number?
We offer Track & Trace only with EXPRESS DELIVERY for our customers so they can follow their order. After payment, you will receive an order confirmation email and also a tracking number. You may notice your tracking number is ready for pickup and contains no transit record initially. Note that once your order has left the warehouse and is in transit to you, tracking details will become available at that time.
Where do you deliver?
We deliver our HelloPods Pro worldwide. They are shipped from lovely Brussels, the capital of Europe.
I haven't received an order confirmation, what do I do?