We aim to answer all your questions within a working day.
Online Store address:
Toos Franken (hereafter ‘we’, ‘our’ and ‘us’)
SHIPPING AND RETURNS
HOW CAN I PAY?
We accept Paypal, credit cards VISA, MASTERCARD, American Express, iDEAL, Bancontact, Belfius and KBC/CBC.
Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
HOW MUCH DUTY AND TAX WILL I HAVE TO PAY?
The price of the Goods shall be the price listed on the website on the date of the acceptance of your order. The prices displayed are inclusive of all charges for VAT.
For countries in the EU, all products are subject to Belgium VAT of 21%. The VAT is included in the prices displayed on the web store. All countries out of the EU are subject to a customs charge. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order from customs on arrival. We are unfortunately unable to advise the amount of these charges.
CAN I CHANGE MY ORDER AFTER I HAVE PAID?
Unfortunately, it is not possible to make any amendments to your order once it has been placed. In this case, if you do not want your item, you will have to adhere to our returns policy.
We deliver worldwide. All orders above 250€ are shipped for free.
HOW MANY DAYS DOES IT TAKE TO RECEIVE MY ORDER?
All orders take approximately 2-4 business days to dispatch.
We don’t process or deliver orders during weekends and national holidays. Every order placed on Friday after 3pm GMT, Saturday, Sunday or national holiday will be processed on the following working day. We can’t be held responsible for any delay due to the weather, mistakes from the delivery service or due to customs delays.
If the goods are not delivered within 4 business days after the order was placed and accepted, the Customer requests us to deliver the goods within an additional period that is appropriate in the circumstances. If we fail to deliver the goods within the additional term, the Customer has the right to terminate the agreement.
WHERE CAN I TRACK MY ORDER?
All orders are shipped via Standard Postal Service, using bpost. On their website you can track your order using your tracking reference number which will be sent to you once your order is shipped.
HOW DO I RETURN AN ITEM?
You have 14 days from the receipt of your order to exchange or return your item(s). The period starts the day the goods are received. We kindly ask customers exercising this right to return the goods unused, in the original packaging and with the tag attached, with all user information.
Please note that our Gift Card is a non-returnable item.
The Distance Selling Regulations state that you are allowed to examine the products as you would in a shop, for example you can take the garment out of its packaging and examine it, and you can try it on. However, we ask that you do not wear it for more than the time needed to try it on (5-10 minutes).
To exercise this right please contact us. We need confirmation in writing, as well as your name, address and order number. Please submit this via email to firstname.lastname@example.org. To return your product, you should send your product to: Nationalestraat 25 – B2000 Antwerp, or deliver it in store together with your email confirmation.
When replacing or returning a purchase, you cover the shipping costs. Please ensure that goods are packed with sufficient outer packaging to ensure that no damage is caused in transit. You have responsibility of the products until we receive it.
EXCEPTIONS TO THE RIGHT OF WITHDRAWAL
Consumer is not entitled to exercise his right of withdrawal when the supply of goods was made to the Consumer’s specifications, or are clearly personalized.
WHEN WILL I GET MY REFUND?
Assuming that our returns policy has been adhered to, returned goods will be refunded within 14 days after the day we were informed about the use of the right of withdrawal. The refund will be carried out by means of the same payment method you used for the initial transaction, unless you expressly agree otherwise.
No additional fee will be charged for the refund.
If you have any questions or doubts about the Shipping & Returns policy, please contact us by email email@example.com and we will be happy to help.
Items sent back without authorization may not be accepted for a refund or exchange.
Every Customer has a legal warranty period of two (2) years. The Customer may rely on this legal warranty if the Products delivered do not match the requested or ordered Product (non-conformity), in so far as the Customer could not establish this non-conformity upon receipt of the Product.
The legal warranty is not applicable in case of damage caused by normal wear and tear; accidental or intentional changes caused by the Customer to the Product, including improper and incorrect use; or other external causes.
WHAT HAPPENS IF MY ITEM IS DAMAGED OR INCORRECT?
All items are quality checked before dispatching from our warehouse.The Customer or the third party designated by the Customer is required to examine the Products accurately on their conformity as soon as he receives the Products. If the Product is affected by a visible defect, and the receiver perceives this defect, he must submit a complaint.
If the Customer receives an item that has been damaged or is incorrect, the Customer has to email us within 48 hours of receipt detailing the order number and a description of the damage or incorrect item(s) to firstname.lastname@example.org.After 48 hours, the item will fall within the 14-day returns policy.
Once we receive the return/exchange request we will agree an exchange or credit and provide instructions on how to return the item.
The Customer returns the Product in the original condition, including their packaging, accessories and documentation, and always accompanied by the original invoice or a valid proof of payment.Any failure to comply with this obligation will result in a proportional reduction in the repayment.
Assuming that our return policy has been adhered to returned goods and if the abovementioned conditions are met, the Customer is firstly entitled to a free repair or replacement of the ordered Products, if the situation renders it possible. Please note that we will only replace the Product with the same item of the same size, depending on available inventory. If the Product cannot be repaired or the same Product is not available, the Customer will receive a refund within thirty (30) days.
LIMITATION OF LIABILITY
We shall not be held liable for any failure or delay in performing our obligations where such failure or delay results from any cause that is beyond the reasonable control we can perform.
We will be responsible for any foreseeable loss or damage that you may suffer as a result of our breach of this Shipping and Return Policy (or the Contract) or as a result of our negligence.Loss or damage is foreseeable if it is an obvious consequence of our breach or negligence or if it is contemplated by you and us when the Contract is created.We will not be responsible for any loss or damage that is not foreseeable.
Nothing in this Shipping and Return Policy seeks to exclude or limit your legal rights as a Customer.
These Terms of Sale shall be governed and interpreted exclusively in accordance with Belgian law. All offers and Sales Contracts are governed exclusively by Belgian law. The applicability of the Vienna Sales Convention is expressly excluded.
In the event of any dispute regarding the execution or interpretation of this Shipping and Return Policy, we will do everything in our power to find an amicable solution. In the absence of an amicable solution, the dispute may be submitted to an arbitration and mediation center.
As a Customer, you can also submit a dispute regarding the Shipping and Return Policy to an independent dispute resolution body.
For more information: https://ec.europa.eu/consumers/odr/main/?event=main.home2.show.
Subscribe to our newsletter for the latest news, exclusive offers & limited edition releases!