What should I do if I change my mind and don’t want the goods I have purchased?
If, for whatever reason, you relinquish your purchase in our online shop within 14 working days, you can return the goods undamaged and in their original packaging to Duvel Moortgat. You should report this return beforehand via firstname.lastname@example.org and send back the unwanted goods at your own expense within 5 working days. Duvel Moortgat will process reimbursement for the items as soon as possible. You can find more information in the section ‘General Terms and Conditions’.
Who should I contact if I have a complaint about an item I have purchased?
Duvel stands for quality and works hard to ensure quality at all times. If you have a complaint about a Duvel product you can contact us within 14 working days of receipt via email@example.com. If the complaint is justified, Duvel will send you a replacement at no cost to you. You can find more information in the section ‘General Terms and Conditions’.
In case of damage to the item purchased, you are requested to send an email to firstname.lastname@example.org. In the email you explain the damage and send pictures of the damage to the item and packaging.The damaged has to be addressed within 7 working days. If the complaint is justified, Duvel will send you a replacement at no cost to you.
You can find more information in the ‘General Terms and Conditions’ section.
When can I expect to receive my parcel?
Duvel aims to provide a speedy service and does everything in its powers to ensure your parcel reaches you as quickly as possible. If the item you have chosen is in stock, the parcel will reach you within one working week. We make deliveries twice a week. You can find more information in the ‘General Terms and Conditions’ section.
Will my Duvel shipment arrive safely and in one piece at its delivery address?
Duvel has carefully selected its shipping and packaging partner in order to keep the risk of breakages and damages to a minimum. Duvel handles the packaging of the parcels, but if you do notice a breakage or your product is damaged in any way, please report this to us within 7 working days via email@example.com so that we can follow this up.
What kind of guarantee is there for the Duvel item that I have purchased online?
The Duvel Moortgat purchasing department always ensures high-quality suppliers so that it can offer you the best quality items. If the conditions of guarantee need to be referred to, these are dependent on the suppliers of the items in question. Duvel will do everything in its powers to meet these conditions and to provide the best possible service when a product needs replacing. You can find more information in the ‘General Terms and Conditions’ section.
How safe are online payments?
Duvel works with the reputable partner called Ogone for its online payments and they ensure that everything runs smoothly. Ogone is the market leader in e-commerce and guarantees 100% secure payments. You can find more information in the ‘General Terms and Conditions’ section.
Can I pay via bank transfer?
For organisational and security reasons, Duvel has decided not to make the payments via bank transfer option available. Payment via home banking is possible and this ensures easy, secure online payment for your order.