FAQ

Online Ordening

You can enter your coupon code in your cart by adding your coupon code in the field under “Coupon” and by clicking the button “APPLY”. You can also add your coupon code in the checkout by clicking “Have a ocupon? Click here to enter your code”, where you can fill in the couponcode and confirm by clicking the button “APPLY COUPON”.

You can enter your coupon code in your cart by adding your coupon code in the field under “Coupon” and by clicking the button “APPLY”. You can also add your coupon code in the checkout by clicking “Have a ocupon? Click here to enter your code”, where you can fill in the couponcode and confirm by clicking the button “APPLY COUPON”.

The Velleman Deals online store takes every reasonable precaution to guarantee the safety of your online transactions and accepts the following payment methods:

  • Credit Card
  • Paypal
  • Belfius Direct Net
  • KBC
  • iDEAL
  • Bancontact/Mister Cash
  • SOFORT banking

We may expand the accepted payment methods in the future; additional payment methods will be announced on the website.

Ownership of the ordered products will only pass when the amounts due have been paid in full, regardless of whether delivery has taken place.

For the moment it is only possible to send your order to a chosen address (f.e. your home address, your working address, …). You can’t chose any pick-up points or lockers.

Your order is only registered when you have gone through all steps of the ordering process and when you have subsequently received an order confirmation by e-mail. If you still wish to cancel your order, it is best to notify us as soon as possible via customercare.velleman.eu.

As a professional you can make an account and order on velleman.eu. For more questions about ordering on velleman.eu, you can contact our professional customer service team via customercare.velleman.eu.

When you put an item in your shopping cart, it is not yet reserved. The purchased item will only be taken out of stock when you actually pay.

Shipment & Delivery

When you’re not home when they try to deliver and you get the message that your package is in a local pick-up point, you have 2 weeks to pick-up your package. Please read the status in your tracking to see the exact date.

If you’re not home at the moment they want to deliver your package, you will get notified by a leaflet in your mailbox at home or by an email from the delivery partner (f.e. GLS). Just follow the instructions there.

When you make an order, you will receive an order confirmation email. As soon as we give your order to our delivery partner (f.e. GLS), you will receive an email with your tracking code to track your package with your order in it.

In Belgium we deliver in 1 – 2 working days.

Free shipping in Belgium on orders starting from 50. For orders less then 50 you will pay 3,99 (taxes included) for shipment.

For the moment we only ship in Belgium. But in the near future we will add some EU countries.

Problems?

In case you did not find the answer you were looking for in the options above, please send us a support ticket via customercare.velleman.eu and we will try to help you as soon as possible.

Describe your question or problem in English and if needed, include pictures. All information is of value to us to assess the matter.

Didnt find the answer you were looking for? Check out our more elaborate Terms and Conditions.

In the event that your purchased item was damaged during shipment, please send us a ticket via customercare.velleman.eu. Include a detailed description and pictures of the damaged item and our customer service will arrange replacements.

you placed an online order and have not received a confirmation email? If your order is successful, you will almost immediately receive a confirmation email in your mailbox. If you do not receive this email, make sure it has not ended up in your spam folder. If you have not received a confirmation email there either, please contact us through Customer Service. Then we will check for you whether the order has passed in our systems. Sometimes it also happens that you made a typo when entering your email address when you placed the order, so that the confirmation email cannot be sent.

Si les produits acquis ont été endommagés lors du transport, veuillez soumettre un ticket à customercare.velleman.eu. Veuillez nous fournir une description complète et des photos du produit endommagé. Notre service clientèle s’engage à vous retourner un produit de remplacement.

Returns

If you return your item(s), we’ll refund your purchase amount using the same payment method you used to purchase your item. For example, if you paid with VISA or Mastercard, we will refund this via VISA or Mastercard. Then you will receive a positive amount on the overview of your credit card payments. The repayment term is a maximum of 2 weeks after receiving your return package.

Returning your order or a part of your order is at your own expense, except when we have delivered wrong goods or goods that are damaged. In those two cases you can send us a ticket through customercare.velleman.eu and we will send you a retour ticket so you can return free of charge. Important: do not return damaged goods unless you have permission after contacting our customer care (customercare.velleman.eu).

14-day unmodified return policy

Is your order not what you expected or need? Dont worry, were here to help!

You can only return items that are unused and unmodified within 14 days after you have received it. If this is the case, please follow the instructions on the return page.

Items that were used, fully unboxed, mounted or not in its original state will not be accepted for return.

In every case, the cost and risk of the return shipment are at your own expense.

Once we receive the returned item in its original state and package, we will provide you with a full refund. Please bear in mind that this process can take up to but no longer than 2 weeks.

Used or modified product return policy

In case something went wrong while you assembled or used your item, returns are no longer an option, but our support team is always ready to help you out!

If you return an assembled or used item to us, a refund is not possible.

In case you believe that your item has a manufacturing problem or if it is incomplete, please contact our support team. We will repair or replace the defective materials as needed.

Damaged items

In the event that your purchased item was damaged during shipment, please send us a ticket via customercare.velleman.eu. Include a detailed description and pictures of the damaged item and our customer service will arrange replacements.

Coupon Codes

You can enter your coupon code in your cart by adding your coupon code in the field under “Coupon” and by clicking the button “APPLY”. You can also add your coupon code in the checkout by clicking “Have a ocupon? Click here to enter your code”, where you can fill in the couponcode and confirm by clicking the button “APPLY COUPON”.

Per order you can enter 1 coupon code. If you add a second coupon code, it will overwrite your first coupon code.