Verzending & retourneren
We ship worldwide!
Currently Souvenirs de Pomme ships every order above 75 euros for free of charge to Belgium. Under 75 euro we charge 6 euro for Belgium. For the Netherlands we charge 7.9 euro.
When do we deliver?
Souvenirs de Pomme aims to process and ship all orders within 1 – 5 days, if the item is available.
In Belgium we offer ‘next day’ delivery for all orders placed before 10pm from Monday till Thursday. Your order will be delivered between 9.00 am and 6.00 pm.
Our courier DPD delivers from Monday to Friday. You can track the package by using the track and trace code, which we send to you by e-mail after your package is shipped.
The shipping costs will be added during checkout based on the delivery address. The rates depend on the total weight of your order, so they will be calculated automatically during checkout (based on the country and the total weight of your order). For some countries we offer free shipping.
Free shipping from €75 or higher for the following countries
We try to ship our orders within 24hours on business days.
Please note that the delivery times that are provided with your order confirmation are just used to give you a basic overview on the number of business days it takes for an order to be delivered after receiving your order confirmation, but this is definitely not accurate. Thank you for understanding that we have no influence on delivery delays due to safety measures of the customs authorities, or other possible delays. We cannot be held responsible if the delivery time is not respected. If the shipment did not arrive on time, we cannot grant you a refund of the shipping costs on terms of non-compliances.
To calculate the delivery costs, please add any product to your shopping cart, click on checkout and select your country. The delivery costs for your order will then be displayed automatically.
SPECIAL CONDITION FOR DELIVERIES TO NON-EU COUNTRIES
Respective Import Taxes, TVA, Custom Fees or possibly toll fees will be charged to you upon delivery of your order. Please refer to our Terms of Service for more information.
Thank you for understanding that we have no influence on delivery delays due to safety measures of the customs authorities, or other possible delays. We cannot be held responsible if the delivery time is not respected. If the shipment did not arrive on time, we cannot grant you a refund of the shipping costs on terms of non-compliances.
DO YOU DELIVER TO MY COUNTRY?
The complete list can be checked during checkout. If your country or region is not in the list, unfortunately we are not able to deliver to your country or region yet. In this case, contact email@example.com and we will help you out!
Please note that some regions or states are excluded for delivery. If you really want to know if it is possible to deliver to your region or province, please check it during checkout.
WHICH SHIPPING METHODS CAN I CHOOSE?
At the moment, we only offer standard shipping via local logistics partners. Sometimes, those logistic partners work together with other local distributors to make sure your order can get delivered on time, so it might occur that you receive your order from another courier service.
HOW LONG DOES IT TAKE FOR MY ORDER TO BE DELIVERED?
When your order is ready to be shipped, you will receive a shipping confirmation by email that includes a tracking link which allows you to track your order. Please allow some time for the status of the shipment to correctly display at the above address.
These delivery times can vary depending on which country you live in, or even the region. Thank you for understanding that we have no influence on delivery delays due to safety measures of the customs authorities.
DO I HAVE TO PAY CUSTOMS AND/OR IMPORT CHARGES?
Depending on the country or region you live in, it is possible that extra Import Taxes, VAT, Custom Fees or possible toll fees can be charged upon arrival of your order.
IS THERE A WAY TO TRACK MY ORDER?
Yes, once we have received your payment, we will pack your order and ship it as soon as possible. When your order has been shipped, you will receive a shipping confirmation e-mail which includes a tracking link so you can monitor your delivery.
WHAT HAPPENS IF I AM NOT AT HOME WHEN MY ORDER ARRIVES?
The delivery company will leave a message in your mailbox which states that a delivery attempt was made. You can also find this information then on the tracking link. This message will contain instructions on how to contact the shipping carrier. Normally, there is a second and third delivery attempt foreseen in the next days. After 3 delivery attempts, the order will automatically be shipped back to sender.
In some cases, your order will be delivered at a local DPD PARCEL SHOP after the first delivery attempt.
CAN I CHANGE MY DELIVERY ADDRESS?
Unfortunately, it is not possible to change your delivery address after your order has been shipped. So if you haven’t received a shipping confirmation, we can often still change your delivery address.
When you just passed your order and you realize that you made a mistake, please contact us and provide us with the following information:
- Your name
- Your order number
- The new complete (!) delivery address
We will do our utmost to pass the information to our logistics partner on time in order to change the delivery address.
Before placing an order, you can of course change your delivery address during checkout.
I DIDN’T RECEIVE MY ORDER, WHAT CAN I DO?
A good way to start is by checking your tracking link. This should have an up-to-date status of your order so you can check where your order is now.
Please keep in mind that your order may be delayed due to safety measures of the customs authorities and that we have no influence on delivery delays.
If you have received a shipping confirmation and you feel like your order is not delivered within the specified delivery time, please contact us via email and we will start an investigation with our logistics partner. This may take several days and a refund or replacement shipment can only be executed after this investigation, or after 30 days. Please allow some time for the status of the shipment to correctly display at the above address.
Before contacting us, please make sure you have checked the recent status of your order on the tracking link.
14 DAYS TO RETURN
Not satisfied with your purchase? No worries! You have the right to return it within 14 calendar days after you’ve received it. Only the costs of return are for you.
How does it work?
You have a period of 14 calendar days to cancel the contract and inform us that you will return the item. You are responsible for the costs of the return shipment. The costs depend on the shipping method you choose. Without proof of shipment with Track & Trace code, lost returns will not be refunded. This might be requested too if the items haven’t been returned on time.
What are the conditions?
You notify us within the term of 14 calendar days after receipt that you will cancel the agreement.
We advise you to keep the items in original condition and / or packaging. If the item you return is damaged or the packaging is missing, we can hold you liable for the depreciation that the good has suffered as a result and claim compensation for it that is proportional to this depreciation. (article VI.51 §2 WER)
How does this work?
You inform us within the period of 14 calendar days that you wish to cancel the purchase. You do this by mailing us : firstname.lastname@example.org. After this you have 14 calendar days to return the goods to us.
We advise you to return the goods, unused, undamaged and in the original packaging and accompanied by the original labels.
SOUVENIRS DE POMME
Xavier de Cocklaan 3
You will receive the paid amounts as quickly as possible on the account number you have chosen. We undertake to make the refund at the latest within a period of 14 days after we have received the goods back from you.
If you need a different design or colour of an item, then you’ll need to place a new order and exchange the wrong item.(see step 1, 2 and 3)