SHIPPING & DELIVERY
Identification: Family Spirits is the seller of the products shown on the site. Family Spirits is a limited company with registered office at 8870 Izegem, Lodewijk de Raetlaan 5/4 and operating office at 8870 Izegem, Lodewijk de Raetlaan 5/4, Belgium and registered in the RPR in Kortrijk under the number BE0651.676.187;
You can contact Family Spirits via:
- Tel: INT. +32 (0)498 28 77 65
- Email: [email protected]
Family Spirits BV ships throughout the EU (excluding some member states)!
Currently Family Spirits BV ships every order above 75 euros free of charge. Under 75 euro the charge for shipment varies depending on the destination.
WHEN DO WE DELIVER?
Family Spirits BV aims to process and ship all orders within 1 – 5 days, if the item is available.
In Belgium and the Netherlands we offer ‘next day’ delivery for all orders placed before 10pm on a weekday. Your order will be delivered between 9.00 am and 6.00 pm.
Our courriers deliver from Monday to Friday. You can track the package by using the track and trace code, which we send to you by e-mail after your package is shipped.
The shipping costs will be added during checkout based on the delivery address. Free shipping for all orders from €75 on.
We try to ship our orders within 24 hours on business days.
Please note that the delivery times that are provided with your order confirmation are just used to give you a basic overview on the number of business days it takes for an order to be delivered after receiving your order confirmation, but this is definitely not accurate. Thank you for understanding that we have no influence on delivery delays due to safety measures of the customs authorities, or other possible delays. We cannot be held responsible if the delivery time is not respected. If the shipment did not arrive on time, we cannot grant you a refund of the shipping costs on terms of non-compliances.
To calculate the delivery costs, please add any product to your shopping cart, click on checkout and select your country. The delivery costs for your order will then be displayed automatically.
DO YOU DELIVER TO MY COUNTRY?
The complete list can be checked during checkout. If your country or region is not in the list, unfortunately we are not able to deliver to your country or region yet. We will continue to work hard on adding countries in the future.
Please note that some regions or states are excluded for delivery. If you really want to know if it is possible to deliver to your region or province, please check it during checkout.
WHICH SHIPPING METHODS CAN I CHOOSE?
At the moment, we only offer standard shipping via local logistics partners. Sometimes, those logistic partners work together with other local distributors to make sure your order can get delivered on time, so it might occur that you receive your order from another courier service.
HOW LONG DOES IT TAKE FOR MY ORDER TO BE DELIVERED?
When your order is ready to be shipped, you will receive a shipping confirmation by email that includes a tracking link which allows you to track your order. Please allow some time for the status of the shipment to correctly display at the above address.
These delivery times can vary depending on which country you live in, or even the region. Thank you for understanding that we have no influence on delivery delays due to safety measures of the customs authorities.
DO I HAVE TO PAY CUSTOMS AND/OR IMPORT CHARGES?
Depending on the country or region you live in, it is possible that extra Import Taxes, VAT, Custom Fees or possible toll fees can be charged upon arrival of your order. Family Spirits BV can not be held responsible for any of the above.
IS THERE A WAY TO TRACK MY ORDER?
Yes, once we have received your payment, we will pack your order and ship it as soon as possible. When your order has been shipped, you will receive a shipping confirmation e-mail which includes a tracking link so you can monitor your delivery.
WHAT HAPPENS IF I AM NOT AT HOME WHEN MY ORDER ARRIVES?
The delivery company will leave a message in your mailbox which states that a delivery attempt was made. You can also find this information then on the tracking link. This message will contain instructions on how to contact the shipping carrier. Normally, there is a second and third delivery attempt foreseen in the next days. After 3 delivery attempts, the order will automatically be shipped back to sender.
In some cases, your order will be delivered at a local post office or parcel shop after the first delivery attempt.
CAN I CHANGE MY DELIVERY ADDRESS?
Unfortunately, it is not possible to change your delivery address after your order has been shipped. So if you haven’t received a shipping confirmation, we can often still change your delivery address.
When you just passed your order and you realize that you made a mistake, please contact us via [email protected] and provide us with the following information:
- Your name
- Your order number
- The new complete (!) delivery address
We will do our utmost to pass the information to our logistics partner on time in order to change the delivery address.
Before placing an order, you can of course change your delivery address during checkout.
I DIDN’T RECEIVE MY ORDER, WHAT CAN I DO?
A good way to start is by checking your tracking link. This should have an up-to-date status of your order so you can check where your order is now.
Please keep in mind that your order may be delayed due to safety measures of the customs authorities and that we have no influence on delivery delays.
If you have received a shipping confirmation and you feel like your order is not delivered within the specified delivery time, please contact us via our contact sheet and we will start an investigation with our logistics partner. This may take several days and a refund or replacement shipment can only be executed after this investigation, or after 30 days. Please allow some time for the status of the shipment to correctly display at the above address.
Before contacting us, please make sure you have checked the recent status of your order on the tracking link.
Inadequate product or incorrect delivery
Upon receipt you must immediately inspect the goods. If you believe that the goods are not in accordance with the order, do not sign the delivery note and / or clearly state the problem on the courier’s receipt. Please notify us of the problem within 24 hours, stating your order number, by sending an email to the following email address: [email protected].
Submitted complaints will be answered within a period of 14 days from the date of receipt of your order. If a complaint requires a foreseeable longer processing time, we will reply your message within 14 days with a message of receipt and an indication of when you can expect a more detailed answer.
Distance Selling – Right of Retraction/Cancellation
The consumer has the right to notify the seller that he waives the purchase without payment of a fine and without a statement of reasons within 14 calendar days from the day following delivery
In case the consumer invokes this possibility, he must return the goods to Family Spirits at his own risk and costs. Goods designed specifically for the User will not be taken back and the User cannot rely on the waiver clause.
Returned goods will only be accepted by Family Spirits on the condition that the goods are unused.
In order to return the goods the following procedure needs to be followed:
Step 1: Please contact [email protected] and state your order number. We will send you our return instructions by email. The return costs, which we will mention in this email, are at your expense.
Step 2: Pack the goods before returning them (do not return any used goods), if possible in original packaging and complete with original labels, accessories. The original packaging ensures that damage during return is avoided.
Step 3: Print the return label and stick it on the box/boxes. The received label will contain all information to make sure the return goes smoothly (your information, our shipping address, the courier name).
Step 4: If you have questions after step 3, please do not hesitate to contact us. If no questions, you must return the goods to us within 14 days.
Step 5: If the goods reach us in good condition, you will be refunded within 14 days. Should the goods be incomplete or damaged, we will inform you.