1) Shipment

WHICH COUNTRIES DO WE DELIVER?

We ship worldwide!

SHIPPING TIMES COST

HOW LONG DOES IT TAKE TO DELIVER MY ORDER?

Souvenirs de Pomme strives to process and ship all orders within 1 – 5 days, provided the item is available. Your order will be delivered between 9 a.m. and 6 p.m. Our courier delivers from Monday to Friday. You can track the package by using the track and trace code, which we will send you by e-mail after your package has been shipped.

Please note that the delivery times stated in your order confirmation are only used to provide you with a basic overview of how many working days it will take for an order to be delivered after receiving your order confirmation, but this can be sometimes not accurate. Thank you for understanding that we have no control over delivery delays due to customs security measures or other possible delays. We cannot be held responsible if the delivery time is not respected. If the shipment has not arrived on time, we will not be able to provide you with a refund of the shipping costs based on non-compliance.

WHAT ARE THE SHIPPING COSTS?

Shipping costs are charged at checkout based on the delivery address. The rates depend on the total weight of your order, so they are automatically calculated during checkout (based on the country and total weight of your order). For some countries we offer free shipping (In Belgium, from a purchase above €100)

HOW TO TRACK AND TRACE MY ORDER?

When your order is ready to be shipped, you will receive a shipping confirmation email with a tracking link to track your order. It may take a while for the shipment status to be properly displayed at the above address. These delivery times may vary depending on the country you live in, or even the region. Thank you for understanding that we cannot control delivery delays due to customs and courier security measures.

ARE THERE ANY EXCEPTIONS FOR MY DELIVERY?

Yes: there are special conditions for deliveries to non-EU countries. Respective import taxes, TVA, customs fees or possibly tolls will be charged to you upon delivery of your order. Please see our “Terms of Service” for more information.

WHICH SHIPPING METHODS CAN I CHOOSE?

At the moment we only offer standard shipping through local logistics partners. Sometimes those logistics partners work with other local distributors to ensure that your order can be delivered on time, so you may receive your order from another courier service.

WHAT DO I DO WHEN AN ITEM IS DAMAGED?

Contact souvenirs de Pomme (info@souvenirsdepomme.be). Send us a photo of the damaged product and we will get back to you as soon as possible.

DO I HAVE TO PAY CUSTOMS AND / OR IMPORT COSTS?

Depending on the country or region you live in, you may be charged additional import taxes, VAT, customs fees or possible tolls upon arrival of your order. To be sure, contact us (info@souvenirsdepomme.be).

WHAT HAPPENS IF I AM NOT AT HOME WHEN MY ORDER ARRIVES?

The delivery company will leave a message in your mailbox stating that a delivery attempt has been made. You can then also find this information on the tracking link. This message contains instructions for contacting the carrier. Normally, a second and third delivery attempt is foreseen in the coming days. After 3 delivery attempts, the order is automatically returned to the sender. In some cases, your order will be delivered to a local DPD PARCEL SHOP after the first delivery attempt.

I DIDN’T RECEIVE MY ORDER, WHAT CAN I DO?

A good way to start is to first check whether the package has been delivered to the right place (and not at your neighbors, for example). If this is not the case, contact us (info@souvenirsdepomme.be  by forwarding your order number. This allows us to easily locate your package by checking the tracking link. This should have an up-to-date status of your order, so that it can be checked where the order is at that moment. Please note that your order may be delayed due to customs security measures and we have no control over delivery and courier delays.

If you have received a shipping confirmation and feel that your order is not being delivered within the specified delivery time, please contact us by email (info@souvenirsdepomme.be ) and we will start an investigation with our logistics partner. This can take several days. The refund or replacement shipment can only be made after an investigation and filling in a form or after 30 days. It may take a while for the shipment status to be properly displayed at the above address.

Before contacting us, please make sure you have checked the recent status of your order on the tracking link.

2) Returns

HOW DOES THE RETURN PROCESS & POLICY WORK?

Not satisfied with your purchase? Don’t worry!

You have 14 calendar days to cancel the contract and let us know via e-mail (info@souvenirsdepomme.be )  that you are returning the item. You are responsible for the costs of the return shipment. The costs depend on the shipping method you choose. Lost returns will not be reimbursed without proof of shipment with Track & Trace code. This may also be requested if the items have not been returned on time.

! Exception:  discounted items during sales period  (see “WHAT ABOUT RETURNING ITEMS DURING THE SALES?”).

WHAT ARE THE CONDITIONS?

You inform us via e-mail as soon as possible that you are canceling the agreement.

We recommend that you keep the items in their original condition and / or packaging. If the item you are returning is damaged or the packaging is missing, we may hold you liable for the depreciation that the good has suffered as a result and claim compensation commensurate with this depreciation. (article VI.51 §2)

How does this work?

STEP 1:

Send us an email  ( info@souvenirsdepomme.be ) informing us that you wish to cancel the purchase. You have 14 calendar days (after receiving your order at home) to return the goods to us.

STEP 2:

We recommend that you return the goods unused, undamaged and in the original packaging and accompanied by the original labels.

TO:

SOUVENIRS DE POMME

Soenenspark 58/Bus 204

9051 Gent

Belgium

STEP 3:

You will be asked to choose between a ‘gift voucher’  or reimbursement. The reimbursements are made every on the last day of the month after receiving the goods back at or atelier (inform us your  chosen bank account number).

EXCHANGE

If you require a different design or color of an item, you must place a new order and exchange the wrong item. (See steps 1, 2 and 3)

WHAT ABOUT THE RETURN OF ITEMS DURING THE SALE?

If the customer places an online order during the sales period and wants to return it, the purchase will not be refunded. SDP Joyas BV  will send to the client a ‘gift voucher’ to use on the website between 1 year. 

3) Payment

 IS IT SAFE TO ORDER ONLINE?

Because security is our number one priority, your transaction will always be done via a secure connection (https). All credit and debit card holders are also subject to validation and authorization by Mollie and the card issuer / service.

WHAT SHOULD I DO IF I HAVE PROBLEMS WITH MY PAYMENT?

Depending on your browser and internet connection, there may be some issues you may encounter when placing your order. Do not you worry; if we don’t receive payment, your order will be canceled, so you can always try again. If you continue to have technical problems, please contact your bank for more information. Payment issues are most likely due to insufficient funds or technical card issues. If you have checked this with your bank and the problem is not resolved, please contact us and provide us with the following information: 

o A clear description of the situation describing which page you are on and what action you took (which payment method, which step, …). 

o The operating system you are using (e.g., Windows Vista, Mac OS Lion). 

o The URL you are currently on (e.g., http://shoplostfrequencies.com). 

o A screenshot of the page or a copy / paste of the error you are facing. 

Before contacting us, always make sure that the problem is not caused by insufficient funds or technical problems with your bank, your browser or internet connection. So, try to close your browser and repeat the process before contacting us. Please refer to our terms and conditions for more information.