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FAQ

Frequently asked questions

1. How do I subscribe for your newsletter?

Simply go to our homepage, scroll down and enter your e-mail address. We keep you posted about all our news and actions! Or just send an email to sales@couleurlocale.eu

 

2. What is the best way to contact you?

Contact us via e-mail : [email protected]

During weekdays we’re also available to answer your questions via telephone: 0032 9 229 13 38 (between 8h30 and 17h00)

 

3. Where does Couleur Locale deliver to?

It’s our pleasure to deliver all your orders worldwide!

 

4. Do I recieve the same product as in the pictures? 

Couleur Locale sells unique items made from natural materials, it is always possible that two products are different from each other. Check multiple pictures when looking at the article, so you can get an idea of what the differences may be. 

 

5. How long does it take for my order to be delivered?

Your order will be send maximum 3 working days after your payment. Please forgive us if an article isn’t available anymore, we will contact you as soon as possible. The terms of delivery vary from 2 till 12 working days, depending on your location.

 

6. How can I follow the status of my order?

We work with transport companies GLS and Bpost. When you place an order you always receive a tracking number so you can easily follow your order.

 

7. What payments do you accept?

All payments on the website are made through the electronic payment system of MOLLIE.

If you prefer to pay by bank transfer that’s no problem at all. Please send us an e-mail with your request on [email protected]

 

Bank account:

KBC bank 
IBAN: BE86 7390 1269 2550
BIC: KREDBEBB

 

8. If I order online in the webshop, can I collect my order in one of your stores? 

Yes, you can! You can click this option when completing your order. You will not pay any shipping costs. We will get the order ready for you in one of our stores. 

 

9. What can I do when I receive wrong articles or damaged goods?

Our parcels are packed with the greatest care, and are sent with insured postal services.

Should damage occur during transport, we will replace or refund the damaged item.

To start a claim, we must open a case with the postal services within 5 days.

Please follow the procedure below strictly:

Send us an email to notify us of the damage ([email protected])

Send us pictures of the damage within 5 days

 

  • Picture of the outside of the box (with visible bar code)
  • Picture(s) of the inside of the box (packing material included)
  • Picture(s) of the damaged item

 

We will send you a return label so you can send us back the item free of charge

We replace the damaged item, or if you prefer, we proceed with a refund.


10. How can I return articles?

Couleur Locale strives for 100% satisfaction of its customers. If one or more articles are not to your satisfaction after receiving them, you hold the right to notify us within 14 business days and send it back to us. The items must be shipped to us in its original packaging and undamaged. Sending the item back to us is at your own expense. We will refund the purchase price of the items within 30 days after receiving the returned goods. Purchase price means the purchase amount of the item minus the original shipping charges.

 

Return address:

Couleur Locale
Kunstdal 2E
9900 Eeklo
Belgium

Phone: +32 9 229 13 38

 

11. What do I have to do if i want to exchange an article? 

Couleur Locale strives for 100% satisfaction of its customers. If one or more articles are not to your satisfaction after receiving them, you hold the right to notify us within 14 business days and send it back to us. The items must be shipped to us in its original packaging and undamaged. Sending the item back to us is at your own expense. We will refund the purchase price of the items within 30 days after receiving the returned goods. Purchase price means the purchase amount of the item minus the original shipping charges. The cost of sending it back to us and sending the new item to you is for your expense. 

 

Return address:

Couleur Locale
Kunstdal 2E
9900 Eeklo
Belgium
Phone: +32 9 229 13 38

 

12. When will an article that is sold out be available again?

For every item that is not in stock, you can enter your e-mail address to be kept informed.

 

13. Can I make an order without VAT If I live outside the EU?

Our website is set up so that the VAT is automatically deducted when you order from outside the EU.

 

14. Can I get larger items such as furniture delivered outside of the Benelux? 

Sure, send us an e-mail [email protected] and we will calculate the shipping costs for you. 

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