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FAQ

Is there a minimum amount to place an order?
Yes, in order to best respond to your requests and keep impeccable service, we require a minimum order of 50 euros


What if I lose my password?
If you have forgotten your password, use the "Forgot Password?"
By clicking on it you will receive a new password to your email address.


Edit my information
Change username, your email address or my mailing address?
You can change all your personal data in the "My Account"


Free delivery
Shipping is free from 100 euros a control amount in Belgium.


Delivery delay

Products available immediately will be borne by the carrier at the latest 1 working day after confirmation of the order.
The estimated time of delivery is 4 to 7 business days.

Delivery Price
For deliveries in Belgium under 100 euros order, the shipping fee is 12 euros. For orders above € 100 order, the delivery charges are offered.


How do I know if my order is shipped?
After finalizing your order, we will email confirmation of dispatch. If you already have an account, you can consult at any time the progress of your orders through the "My Orders" in the "My Account" menu, a tracking number of the carrier will be available.


Can I modify a pending order?
As soon as the order has been confirmed, there is no possibility of change. In case of emergency, please contact our customer service by phone or mail (see Note contact us)


Can I add items to an existing order?

No, for logistical reasons, where an order is confirmed we can not change it.


Is it possible to send my order in a relay spot?

YES, via DPD Parcel Shop,
• Our ParcelShop DPD network with already more than 1,300 shops in the BeNeLux, Germany + 8000 and again in any expansion!  Your client may delay the delivery of the package to a point / shop DPD its surroundings.
• more information on https://www.dpd.com/be_fr/home/pickup/pickup_parcelshop_finder

How do I know if my order has been sent?
As soon as your order leaves our warehouse and sent to our delivery service (DPD), you receive a shipping confirmation email.


What if the driver does not find me?
If the delivery service can not find the address or no one can retrieve the package, you will immediately receive a notification card in your mailbox.
You can then pick up your package at the post office indicated on the notice for 10 days. When a parcel is not claimed, it is sent to us and is available in an additional 10 days to pick our offices or may be redirected to the address of your choice at your expense.


How can I track the status of my order?
In the email confirmation of shipment, you will find a DPD tracking number. With it you can monitor delivery directly to their package tracking site.
https://www.dpd.com/be_fr


The delivery does not happen. What to do ?
In the unlikely event your order does not arrive, contact our customer service at 020 000 or by email at [email protected]
We will endeavor to resolve this problem quickly.

Right of withdrawal (upd 11/22/2014)
The right of withdrawal is 14 days under Belgian law. This period starts the day after the delivery of the product.
 

Order and purchase
Orders can be rejected without recourse or compensation. Partially completed orders are payable as provided for the part already performed. In case of non-payment we have the right to suspend any further deliveries until the customer has fulfilled its payment obligations. The customer must inform us immediately and in writing, any change of postal and email address.

The customer is supposed to elect domicile at the last address he has communicated in writing and is deemed to be aware of all written documents addressed to him at that address. He is responsible for the loss and damage of products after delivery.


How can I return my order?
In case you wish to return an order, you can get a return label to our customer service by phone Tuesday to Friday from 10:00 to 15:00 at 020 000 or by mail at [email protected]

Note: The due date is always later than the reflection period is granted to you is 7 days from the day following the day of delivery. If the customer maintains more than 7 days the items he received on the test, it is believed to have bought, accepted the items.

In order to make use of the right of withdrawal - in case it is applicable - the customer must return the items in original condition and in their original packaging within the legally prescribed period, the return costs being customer. You must return the item to return properly packed and postage paid to our postal address. Only use our feedback form to complete your data.

Guard it carefully to avoid any misunderstanding in case of loss of the parcel.

Excluded from the right of return, items of lingerie, intimate apparel and accessories, which for understandable reasons on hygiene can not be included: in this case the client does not have a period of reflection and can not abandon the purchase.

Apart from this waiver, we only exchange defective or incumbent an error on our part.

Some products provided with a security package (such as DVDs, books ...) can not be returned within the cooling off period only if the security package is intact.

After opening or changing the security package covering article entirely or partially, the customer can not cancel the purchase.
If an item has a technical failure during the delivery, you can contact our customer service for replacement.


What address do I send my return?
Please send your return to the following address:
Opalice Group
Route de Lennik 451 - Box 25
1070 Anderlecht
Belgium



How do I exchange an item?
The exchange is unfortunately not possible. If you want an item in another size or color, you can order it on our website. Articles already delivered can be returned to us with the return label.



How long do I have to return an item?
At the receipt of the article, you can give us your wish withdrawal within 14 days following working. Please see our terms and conditions for more information.


How am I refunded after the return of my order?
After an examination of the returned item, we will refund the amount. On your account except the transactional costs of your payment method.