— If you’re not satisfied with your purchase on koperhuis.be, you can return the item within 7 days of delivery for a full refund.
What payment methods do you accept?
— When an item is purchased on koperhuis.be we accept VISA and MasterCard through PayPal. We also accept following cards during the checkout: VISA, MasterCard, American Express, Diners Club, Discover, Jcb and Maestro.
All using the secure website Ogone (www.ogone.com)
When will I be charged?
— When an item is purchased on koperhuis.be your card will be charged at the end of the checkout process.
Is your site secure?
— Rest assured that our site is secure and you can shop safely. When you enter the checkout stage you will notice that the browser switches to secure mode (a little padlock appears somewhere on the browser screen). This guarantees that your card details are being encrypted and cannot be seen by anyone.
What is ‘MasterCard Secure Code’ and ‘Verified by Visa’?
— This is an extra security measure we and the banks like to use to keep your payment safe when shopping online. VbV and SecureCode allow you to create your own personal password to use as an extra security measure for any online Visa or MasterCard payments you make. Please refer to www.visa.com & www.mastercard.com/ukfor more details.
Why is my payment declined?
— If your payment is declined it means that your bank did not allow a charge on your card. If possible try another card. If the problem is not resolved you could contact your bank and they should be able to provide you with the reason for the decline.
How to return your item?
— We have a 7 days full refund policy from the day of delivery. The item should have not been used and should be in the original packaging, or of the same quality and in re-saleable condition. You are responsible for shipping the item back to us or bring it back to the store. Please, make sure that it has been packed well so that it does not get damaged during transportation. You will be refunded the full order amount, without the return transportation costs. Refunds are credited to the same card or account that was used for payment at purchase.
Our returns policy is valid for all standard items and does not apply to customised items and those that are made-to-order.
To claim a return you should do the following:
1. Email: email@example.com with the reason for the return as soon as possible.
2. You will then be emailed the returns note with returns address label. This needs to be sent within 7 working days from receipt of item.
3. You can also bring the object back to the store.
How to exchange your item?
— If you wish to exchange an item you should simply return the item you wish to exchange and make a new order for the item you wish to receive.
What to do when you received a faulty or damaged item?
ou must inspect the condition of your order upon delivery. If you notice that the package has some damages on the outside, we kindly ask you to notify the courier and mark it down on the delivery slip.
Then proceed to notify our Customer Service according to the procedure outlined below. If an item from your order is faulty or damaged, please email Customer Service via firstname.lastname@example.org
as soon as possible after receipt of item, but not later than 7 days after delivery
. Please include the following in your email
1. The order details: order number, your contacts and date of delivery.2. Information about the faulty or damaged product: product name and description and what is the problem with it. If possible, include a photo of the damaged product.3. Let us know if you have notified the courier upon delivery that the package is damaged during transportation.
You will have to pay for the return transportation of the product, but we will reimburse you for this cost once we receive and inspect the item. In some cases we can make arrangements for a courier to collect the item directly from you.
How do I cancel my order?
If you’d like to cancel your order, or a part of it, you can send us an email at email@example.com
or contact us between 11:00 and 18:00 (Monday to Sunday) by calling +32 495 84 41 87
. We’ll take care of it as soon as possible. Please note: It’s only possible to cancel an order before it has been sent.
If this is the case, it’s always possible to return the article(s) in question to us once they’ve been delivered to your address.