Terms & Conditions

Company information

— KOPERHUIS, Kraanlei 27, B-9000 Gent, BELGIUM, hallo@koperhuis.be, VAT BE 0509.947.806

 

General terms

— By approving these terms and conditions and confirming your order, you are entering into a binding agreement. When we receive your order, you will receive an automatic e-mail confirming your purchase.

We reserve the right not to deliver in the event that the stock level was incorrect at the time we received your order. If we are unable to deliver in accordance with the terms of the order confirmation, we will contact you and give you the opportunity to cancel the order. If payment has been made in advance, your money will be refunded.

 

Shipping & delivery

— Items that you buy through koperhuis.be will have different delivery methods, times and prices, depending on size, supplier and whether it is already manufactured or it is manufactured upon order; please refer to the product page for a delivery estimate. Your final shipping price will be clearly indicated at checkout. Items are usually delivered within 1-4 days for Belgium, 4-12 days for the rest of Europe and around 10-16 days for the rest of the world. Items manufactured upon order might take up to 60 days for delivery - if you have any queries just drop us an e-mail to hallo@koperhuis.be. Delivery restrictions may apply, so be sure to read the product information before you make a purchase.

You will receive an email from us as your order has shipped. Sometimes, when you have ordered multiple items, your order might ship in several different packages. You will receive an email every time that a package has been sent to you with details about the items that it contains.

You 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 hallo@koperhuis.be 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.

     

    Tax & duties

    — The prices indicated are in EURO and include 21% VAT. The prices shown on the website exclude shipping costs and any customs duties, taxes or tariffs imposed by the destination country. KOPERHUIS is not responsible for any fees charged by customs.

    If you decide to refuse a shipment from KOPERHUIS, you are responsible for the original shipping charges to you and any duties, taxes and/or customs charges that are incurred on the package (on both the original and return shipments, and the cost of returning the package to KOPERHUIS).

     

    Payment methods

    — 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 an item is purchased on koperhuis.be your card will be charged at the end of the checkout process.

    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.

    'MasterCard Secure Code' and 'Verified by Visa' 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 and www.mastercard.com for more details.

    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.

     

    Refunds & exchanges

    — 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: hallo@koperhuis.be 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.

    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.

     

    Warranty

    — Legal warranty (only for customers) Under the Act of September 21, 2004 of the customers ‘protection regarding sales of consumer goods, the customer has legal rights. Each article is subject to the legal warranty starting the date of purchase (if applicable delivery to) the first owner. Any commercial warranty leaves these rights without prejudice. In order to invoke the warranty, the customers must be able to show a proof of purchase. For items that were purchased online and that were delivered to the customer’s given delivery address, the customer needs to contact the customer service department, (hallo@koperhuis.be), after which the customer will have to return the goods at his costs to our shop. The repair of an item doesn’t give the right of reimbursement. Every default needs to be reported within 7 days of detection. After which, every right for free repair or exchange will be voided. The (commercial and/or legal) warranty is never valid on defaults that were created because of accidents, negligence, falls, abnormal or incorrect usage, use of the item for other purposes it is intended for, changes or modifications made to the item, hard-handed usage, bad maintenance.

     

    Privacy

    — When you place an order with KOPERHUIS you are required to provide personal information. Your privacy will be respected and we will only ask you for the information required to process your order. We do not share information with third parties.

    Please do not hesitate to contact us if you have any questions or queries.


    Yours faithfully,
    Evelien Faingnaert
    +32 [0]495 84 41 87
    hallo@koperhuis.be