Shipping & Returns
By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
1. General
Subject to stock availability. We try to maintain accurate stock counts on our website but from time to time there may be a stock discrepancy and we will not be able to fulfill all your items at the time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to wait for the restocking of the back-ordered item or if you would prefer us to process a refund.
2. Shipping Costs
Where free delivery applies there will be no charge for delivery, we leave to us the ability to change the minimum purchase amount and conditions for free delivery.
While we offer free shipping for orders over 79 euros, additional shipping costs may apply for bulk quantities or oversized items. For more information, please contact our customer service.
3. Returns
3.1 Return due to wrong delivery or damaged product
At Bilsen, we want to ensure that you are satisfied with your purchase. However, if you have received the wrong product, or if the product is damaged or does not meet your expectations, please contact us immediately via email at [email protected]. Mention your complaint in the email and, if possible, include photos of the product. We will process your request within 48 hours. If we approve your complaint, we will send you a return label so you can return the product at no cost.
3.2 Return without a valid reason
If you decide to return a product without a valid reason (such as a damaged or incorrectly delivered product), you are responsible for the return shipping costs. In this case, you must arrange the return label yourself. You can always email us at [email protected] so we can review your request. If you do not have a valid reason for the return, you will need to return the product at your own expense to the following address:
Lange Kievitstraat 65, 2018 Antwerp, Belgium.
Please note: return shipping costs are the responsibility of the customer, and we cannot refund the shipping costs.
3.3 Return period and refund
Returns must be registered within 14 days of receiving the product. Once we have received and approved the returned items, we will process the refund. The refund will be issued within 5 business days after approval of the return, but shipping costs will not be refunded.
3.4 Warranty Returns
Bilsen will happily honor any valid warranty claims, provided a claim is submitted within 90 days of receipt of items. Customers will be required to pre-pay the return shipping, however, we will reimburse you upon successful warranty claim. Upon return receipt of items for a warranty claim, you can expect Bilsen to process your warranty claim within 7 days. Once the warranty claim is confirmed, you will receive the choice of:
(a) refund to your payment method
(b) a replacement item sent to you (if stock is available)
4. Delivery Terms
4.1 Transit Time Domestically
In general, domestic shipments are in transit for 1-2 business days in Belgium Netherland, and surrounding countries, in other countries of the EU and UK general deliveries will take 3-4 business days.
In peak seasons and holidays, the shipping term can extend to 5-7 days.
4.2 Transit time Internationally
International shipping is not offered via the regular webshop options, We can provide this with an extra charge if you require, please contact us.
Generally, orders shipped internationally are in transit for 3 - 7 days. This varies greatly depending on the courier you have selected. We can offer a more specific estimate when you are choosing your courier at the checkout.
4.3 Dispatch Time
Orders are usually dispatched within 1-2 business days of payment of order. Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
4.4 Change Of Delivery Address
For a change of delivery address requests, we can change the address at any time before the order has been dispatched.
4.5 P.O. Box Shipping
If you would like to ship to P.O. Box Please contact us before you make the order
4.6 Military Address Shipping
If you would like to ship to Military Address Please contact us before you make the order
4.7 Items Out Of Stock
If an item is out of stock, we will cancel and refund the out-of-stock items and dispatch the rest of the order.
4.8 Delivery Time Exceeded
If the delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation
5. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
6. Parcels Damaged In Transit
If you find a parcel is damaged in transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with the next steps.
7. Duties & Taxes
7.1 Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the website
7.2 Import Duties & Taxes
For international shipments, import duties & taxes may be required to be paid.
Homeplace pre-calculates these costs and displays them at checkout and gives customers the choice of pre-paying these duties and taxes, or choosing to pay them separately upon arrival in your destination country. Homeplace encourages customers to pre-pay duties and taxes as pre-paying these will facilitate a faster delivery time as they will be less likely to be subject to delays at customs at their destination country.
If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to Homeplace at the customer's expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.
8. Cancellations
If you change your mind before you have received your order, we can accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.
9. Insurance
Parcels are insured for loss and damage up to the value stated by the courier.
9.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
9.2 Process for parcel lost in transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
