FAQ - Frequently Asked Questions

Order

1. How to order ?
2. Can I cancel my order ?
3. What's the delivery period of my order ?
4. Are all products in stock ?

Payment

1. Do I receive a bill ?
2. What payment methods are available ?
3. Is the payment method secure ?
4. What's included in the price ?
5. Do companies that are members of the EU pay VAT ?

Delivery

1. What kind of shipement methos are there ?
2. What is the delivery period ?
3. Will I be informed about the order status ?
4. Can the parcel be shipped to another address than my home address ?
5. How can I complete or correct my delivery address ?
6. What happens if I am not at my delivery ?

Reception of your products

1. To which countries do you ship ?
   
2. What to do in case of a damaged parcel ?

Warranty / After sales service

1. Are the products guaranteed ?
2. Can I return a products which does not suit me ?
3. I don't find the answer to my question.

How to order ?

Browse through the catalog b clicking on the various pictograms ('table art', 'lights', 'mural decorations'...). Select a  product by clicking on its picture.

At the bottom of the page, under “description”, you can find all articles of a product. Select the desired article by clicking on the shopping basket that is just next to the price of the article.

At this stage, you can choose to place your order or continue to shop.

The order process consists of 6 steps :

• Indicate the destination and choose the shipment method (home delivery or collection at the show room).
• New customers have to set up an account (fill in personal data), existing customers fill in their user name and password.
• Confirm the shipping details.
• Choose your payment method :
  • online : Visa, Mastercard, Bancontact ;
  • offline : bank transfer.
• Check your order and confirm.
• Carry out the payment by indicating
  • your credit card number ;
  • the expiration date of your card ;
  • the verification code (3 last digits on the back of your card in the signature area).

Note: you can empty your basket at any time.

Can I cancel my order ?

You can cancel your order within 7 work days. To do so, you need to send a request to the following e-mail address info@mdesign-belgium.com . We will confirm your cancellation by e-mail and give you instructions on how to proceed.

For more detailed information, please read our sales conditions. If these conditions are respected, we will refund your payment. Administrative costs and banc charges will be deducted

What is the delivery period of my order ?

Your parcel will be shipped when we receive your payment. In the case of a payment in cash on delivery, your parcel will be shipped under 24 hours. For the payments by cheque, we will wait for the cheque to be encashed by our bank before shipping the parcel. The electronic payments are confirmed very quickly and the parcel can therefore be shipped under 24h. Bank transfers can take between 1 and 5 days (1-3 for national transfers, 2-5 for international transfers) before arriving on our account. Once the parcel has been shipped, the delivery period is 24h for Belgium/Holland and 48h for France/United Kingdom.

Are all the products in stock ?

We try to have a permanent stock of all our products. However, a colour of a specific product can go out of stock momentarily. If it is the case, a mention "under supply" will appear in the description of the product concerned. In this case, you can still buy the product but Mdesign-belgium.com can not guarantee a fast delivery period. You will of course be apprised of the delivery period.

Do I receive a bill ?

Whether you are a private person or a company, we always send you a bill after confirmation of your order.

What payment methods are available ?

Mdesign-belgium.com offers you 5 methods of payment :

• Bank transfer (national or intra-european). Our banking informations will be sent to you after reception of your order.
• Cheque, addressed to: Mdesign at rue de l’Yser 341 4430 Ans in Belgique.
• Cash on delivery: you pay cash to the deliverer when you receive your parcel. This option is only available in Belgium and Holland.
• Secured electronic payment (Ogone). This 100% secured option includes: VISA, MASTERCARD
• Cash when picking up your parcel at our office. See the question "Can I pick up my products at Mdesign office ?

Is the payment method secure ?

We pay great attention to the security of your payments and choose to work with the certified company “Ogone” (www.ogone.be), who are the European market leader in secure payment. They offer an entirely secure platform for electronic payments. Your data will only transit within this secured platform. No associate of our company has access to your credit card information.

For more detailed information, please read our sales conditions.

 

What's included in the price ?

The prices are indicated including VAT, but exclusive eventual shipping costs, which are calculated according to the order and the destination. When you place your order, the shipping costs are automatically added to the amount due. You can visualise the total amount (including shipping costs) before conforming your order.

Do companies that are members of the EU pay VAT

Your purchase will be an Inter-Community acquisition. When you place your order, the amount will be billed without VAT. You can verify this before confirming your order.

What kind of shipement methods are there ?

Express shipment .

You can collect your order at our showroom. Please contact us by phone to make an appointment (+32 (0)4 266 13 68 or fax +32 (0)4 266 13 69).

What is the shipment period ?

The estimated shipment period is indicated on every product sheet. The shipment period is shorter when the ordered product is in stock (2 to 6 work days depending on the destination) and longer when the article is out of stock (4 to 12 weeks depending on the supplier). The shipment period starts when we receive confirmation of your payment.

Will I be informed about the order status ?

We will send you an e-mail for each of the following steps :

• order confirmation ;
• payment confirmation ;
• preparation for shipment ;
• shipment confirmation ;

Can the parcel be shipped to another address than my home address ?

Yes. When placing your order, you have the possibility to indicate your desired shipping address. Make sure to choose an address where somebody will be present to sign for the parcel. We recommend shipment to your work address.

How can I complete or correct my delivery address ?

If your parcel has not been shipped yet, you can send us an email at info@mdesign-belgium.com . If it is already shipped, it might be possible to still change it but this will imply additional costs. In this case, please contact us as quickly as possible at +32(0)4 2661368.

What happens if I am not at my delivery address at the time of delivery ?

If nobody is present at the time of delivery, the deliverer will pass again twice. If, despite of these two attempts, the parcel has not been delivered, it will be available at the closest DPD/UPS pick up point and a notice will be left in your mailbox.

To which countries do you ship ?

We ship to all member states of the European Union (see rates). To request shipment to another country, you can contact us by e-mail (info@mdesign-belgium.com ) and specify your order (country, ordered article(s), shipping address…). We will send you an offer including eventual custom duties. We do, however, reserve the right to refuse shipment.

What to do in case of a damaged parcel ?

At reception of the parcel, you have to verify the contents while the courier is still there. If an article is damaged or missing, you have to report this to the courier.

If you are unsure that the contents of the parcel are in good condition (external damage or suspicious breaking noises), you must refuse reception of the parcel. All refused parcels must be returned to the courier in their original packaging.

Contact us within 24 hours to report the problem and we will tell you how to proceed.

Are the products guaranteed ?

All our products are guaranteed for 2 years against manufacturing defects. You have to contact us before sending back the products to receive the procedure to follow. See our After Sales Service for more information concerning our guarantees.

Can I return a product that doesn't suit me ?

Yes of course, if you are not happy with your product, you have 15 days to contact us at info@mdesign-belgium.com (in accordance with the distance selling legislation) to receive a return number and the procedure to follow. The parcel will have to be returned in perfect state in its original packaging, otherwise it will be refused.

I don't find any answer to my question !

Send us a email at info@mdesign-belgium.com , and we will find a solution.