Is it mandatory to have an account in order to buy on this online shop?

No. You can order as guest by filling in your name, first name and your email.

Creating an account is optional. It’ll make you save time for your next order.

I have forgotten my password. What can I do?

You can click on « forgotten password », you will be asked to confirm your email in order to be allowed to reinitiate your password.


Why do I have to accept cookies on this website?

If your Internet browser does not allow cookies, the program is not able to save your basket and you will not be allow to purchase your items.

The permanent website cookie only saves your basket on your hard disk.

Can I amend my basket?

When you add items to your basket and click on « Pay », a recap screen shows you the items, their prices (by unit or total) and the whished quantity.

If you want to modify the number of items, you can click on the drop-down menu. The final price on the right will automatically be adapted.

If you want to remove an item, you simply have to click on the recycle bin.

If you want to add other items, click on « Carry on my purchases ».

Is there a minimum or maximum price or quantity to order?

No. You are free to order items you wish, there is no mandatory quantity or amount..

Can I amend my order after buying it?

No. We daily handle orders in order items to be delivered as soon as possible.

Is an order confirmation sent?

Yes. Once your order validated, an email is sent to the address filled in as guest or used in your account.

How can I track my parcel?

Thanks to your parcel number, you can check the delivery status of your parcel in Belgium using this link

When your parcel is dropped off at a Point Relais®, Mondial Relay informs you by email.

When your parcel is sent to the chosen Point Relais® when ordering, you also receive a message or email.

I did not receive my entire order. What can I do?

Items you ordered can be delivered separately. We invite you to check if you receive all the parcels listed in the sending confirmation email.

If the delivery is incomplete, we invite you to send us an email at

The sent item is damaged or different from the one I ordered. What can I do?

We invite you to send an email at enclosing a picture of the item.

I did not receive any receipt? Why?

As mentioned in « Our values », we want to reduce our ecological footprint as much as possible. The receipt is therefore only sent by email.

I did receive all my ordered items but the receipt is incorrect? How can I get a new one?

We invite you to send an email at enclosing the receipt.


How much is shipping?

Shipping costs are offered on orders from euro 34 in Belgium (including VAT). For any order under this amount, the fixed price of euro 3.75 is charged (including VAT).

Shipping costs are offered on orders from euro 68 (including VAT) sent to Deutschland, France, Luxemburg, the Netherlands and United Kingdom. For any order under this amount, the fixed price of euro 7.50 is charged (including VAT).

(Free) shipping costs are specified in the basket, check-out, confirmation email and receipt.

What is the delivery time?

All the items sold on are in stock.

The time delivery stated by Mondial Relay is within:

- 3 working days for Belgium at a Point Relais® or at home;

- 3 working days for Luxembourg at a Point Relais® or 6 working days at home;

- 4 working days for the Netherlands at home;

- 5 working days for France at a Point Relais®;

- 6 working days for Deutschland or United Kingdom at home.

How can I collect my parcel from a Point Relais®?

You will have to show you identity card to the shopkeeper in order to collect your parcel.

Your collect is validated by an electronic signature.

Can I choose the day and hour of picking up?

When you chose your Point Relais®, the shopkeeper’s address and schedule were specified.

You can find that information by using the link below for Belgium, France or Luxembourg.

Your parcel can be collected at the shopkeeper’s address within 14 days.

Can the parcel be picked up by someone else?

Yes. The third person will have to show his/her identity card and yours too.


Which means of payment do you propose?

By using Mollie, you can pay by Bancontact, credit card, Apple Pay, Paypal, KBC/CBC Payment Button, Belfius Direct Net, ING Home Pay or by bank transfer.

How secure are these payments?

Mollie society encrypts bank data’s. Their certification to level 1 of the PCI-DSS standard proves the level of security offered to merchant sites as well as to consumers. Their security systems fully are in compliance with the standards established by the European authorities regarding online payment security.

In order to fight bank card fraud, the management of your order’s data’s is automated by Mollie.

In case of fraudulent use of a bank card, irregular declaration or any anomaly, the order’s data’s related to this unpaid amount could be entered in a payment incident file.

What happens if I do not finalize my order or if there is a problem with the payment validation?

If you accepted to receive our newsletter, you will get an email to inform you that your basket is pending or that your payment had been declined.  

How can I exercise my withdrawal right?

Once you picked up your parcel at a Point Relais® or got it home, you do have a withdrawal right within 14 years.

You have to fill in the withdrawal form available on this website.

From the moment you sent the form at, the item has to be sent back within 14 days at your charge to this address: Sentier Dewitte n° 8 à 6183 Trazegnies. The unwished item must be undamaged and in its original packaging. You also must add a copy of the receipt.

If the item is returned under the above conditions and deadline, you will be refund within 14 days maximum.


What kind of emails am I going to receive if I ticked the box « Sign up the newsletter » when making my account or when finalizing my order?

You will receive an email with a discount coupon for example or to inform you that a new item is available on our online shop or that there is a special offer.

Is it possible to unsubscribe?

If you do not want to receive promotional emails anymore, you only have to send us an email at


Can I use several discount coupons for the same order?

Only one coupon is allowed by order.

Why is my coupon declined?

To avoid any typing mistake, we invite you to « copy-cut » the received code.

We invite you to check the date of validity of your coupon.

Can my coupon be exchanged for money?

It is impossible to exchange a coupon for money or to apply it for older orders.

I did not find an answer to my question. How can I contact you?

We invite you to send us an email at will answer you as soon as possible.

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