Payment, shipping/delivery & Return 

May 01, 2021

 

This page contains frequently asked questions on Payment – Delivery – Pick up – Return.  

Terms are subject to General Conditions of Sale.

Q: Do you accept Cash On Delivery?

A: No we do not. 

Q: What are the payment options?

A: On our website, we accept payments by Bancontact, Maestro, VISA (CB), IDEAL, Paypal and many other payment cards.

A: At our showroom, we accept payment by payconiq apps and cash.

Q: How Secure is the website?

A: Ka Lab adheres to the highest industry standards to protect your personal information when you checkout and purchase from our online store. All website transactions are encrypted using secure socket layer (SSL) technology. Your payment information is only used to complete the requested transaction and is not subsequently stored unless you have accepted cookies when launching the Website.

Q:How are online payments organised?

A:We use a payment platform MultiSafepay.  This platform will be able to support common payment methods in different countries.  It’s a bridge between us and the client.  Your payment will be sent first to MultiSafepay, and we will retrieve it from there.  They will help us ensure payment is properly done so we do not have to deal with all the different banks or payment organisations. You will received payment confirmation from MultiSafepay, but all other communications regarding order confirmation, billing and tracking will be dispatched by Ka Lab directly.

Q: How to get my orders ?

A: 1. By shippers. You have options to receive them at your doorsteps or pickup points. Click here to see who are our shippers. 2. Pick up at our showroom in Brussels by appointment via this link.  In this case, you’ll be reimbursed the shipping fees.  3. For delivery in Brussels, we also offer collective delivery at specific dates (consult calendar).  

 

Q: Where are my items shipped from?
A: La Beer Epoque products are all made and shipped from Brussels in Belgium.  There is no reseller at the moment.

 

Q: Do you ship internationally and what is the shipping rate?

A: At this stage, we deliver to EU countries – Benelux, Germany, France and Italy.  New destinations will be added gradually.  Consult our shipping fees page.

 

Q: How is the shipping weight calculated?

A: Net product weight is mentioned in the production description.  Shipping weight (with packaging material) is mentioned in the ‘Additional Information’ of the product description.  Postage is calculated based on this shipping weight.

 

Q: How can I get my tracking number?

A: Tracking numbers will be provided when shipment is sent.  We pledge to send it within the same day if you order before 12h of the day, or the next day after you receive the Order Confirmation.  Saturdays, Sundays and public holidays are not counted.

 

Q: How long is the shipping?

A: The estimated delivery time provided by various shippers are indicative only and does not include possible delays. We can not be held responsible for missing the estimated delivery periods.

 

Q: What happens if my order does not arrive within the estimated delivery time?

A: You can use the tracking number provided to check the status of the delivery, or contact us so we can check it out for you.

This policy excludes errors made by customers when providing shipping details on their order(s) or missed parcel deliveries.

 

Q: Can I pick up my orders within Brussels?

A: Yes. This FREE option is now available in the web shop as an delivery option.  After you place the order, please contact us by phone or mail, or book an appointment via the appointment link.   

Our showroomm opening hours :

Mon-Tue-Wed-Fri: 0930 – 1300

Also Wed: 1430 – 1830

Closed on Weekends and public holidays.

Q: Can I send someone to pick up the order on my behalf?

A: Yes.  Please inform us beforehand and send us ID information of the person representing you.  The person has to sign receipt of your order.  

Q: Can I pick up my orders outside of Brussels?

A: Not for now, but we will keep updating our pick-up locations.

 

Q: How late can I pick up my orders ?

A: We will keep your order for 5 business days, after that, we will send you a reminder every other 2 day until you pick it up.  Paid pick-up orders are not refundable.

Q: Can I request to return or exchange the soaps if the colour is not what I thought ?

A: We cannot be held responsible for colour deviations due to monitor quality. Soaps are hygenic / cosmetic products.  We shall at our best to adhere to the product specifications as laid out in the product description.  

 

Q: Is there a product return policy?

Return is possible only if we have sent you wrong orders. You have to inform us of the wrong order within 7 business days after receipt, after that the order is considered accepted and no request to return will be accepted. In case of agreed returns, you’ll have 15 business days to do so, return postage fees is at costs of KA LAB. The product must be returned in its original package.  Please do not damage the individual box seals.

 

Q: What about the accessories?

A: In general, once the immediate packaging of the accessory is open, it cannot be returned unless there is a defect in the making you find before first use. Used items cannot be returned but we may be able to repair.  We can also repair some items if needed (within 12 months after purchase), contact us in case of doubt.. We’ll see what we can do for you.

 

 

Contact us at :

 

KA LAB 

infos@labeerepoque.be

 

Sep 2020