Q: Do you accept Cash On Delivery?
A: No we do not.
Q: What are the payment options?
A: We accept payments by bank transfer, Bancontact, VISA (CB), IDEAL and Paypal.
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: Where are my items ship 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?
A: At this stage, we only deliver to Benelux, Germany and France.
Q: What is the shipping rate ?
A: You will find shipping costs posted on our Website.
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: Our shipper is Post NL and Bpost. The estimated delivery time provided by PostNL or Bpost 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 not available in the web shop but you can contact us before you place the order. You can pick up your pre-paid orders at our workshop in Brussels as soon as you receive an email confirmation that your payment is confirmed and your order is ready.
Our workshop opening hours: Thurdays – Saturdays , 1400-1900hr.
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 10 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. Contact us in case of doubt.. We’ll see what we can do for you.