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Terms & Conditions

Welcome to the odilejacobs.com website (the ‘website’). By accessing this website, you agree to these terms and conditions (the ‘Terms’). If you do not agree to them, you may not use this website and should leave it immediately.

The following terms and conditions apply to all purchases made on www.odilejacobs.com

1 GENERAL INFORMATION

This website is provided by:
Company name: ODILE JACOBS bvba
VAT registration number: BE0694.776.752 registered in BELGIUM.
Registered office address: Amerikapad 34b21, 8300 Knokke-Heist / Belgium

Please do not hesitate to contact Odile Jacobs’ Customer Care:

  • Email: welcome@odilejacobs.com
  • Phone: +32 475561561

2 IMPORTANT NOTICE

Before placing an order please read through these Terms.

These terms apply when you purchase an item from this website. The Terms may be updated from time to time (for example to reflect changes in technology, our business model, our system capacity, or relevant laws and regulations), and we therefore ask you to accept the Terms and Conditions every time you shop with us. Any reference to “you” or “your” means you as a user of this website, any reference to “we”, “us” or “our” means Odile Jacobs  bvba.

If you do not accept these Terms, you cannot order or purchase products on this website.

You have the right to withdraw from this contract without giving any reason within 14 days after the date on which you or a third party other than the carrier received the item.

The rules on lack of compliance in the Belgian Sale of Goods Act apply to your purchase, which means that you have certain statutory warranties for the products’ conformity with the contract. Read more under “Non-conforming products and incorrect products”.

2.1 PLACING AN ORDER

The online shop is open on specific days when announced on the social media and may be closed when we decide so.

An order placed on a Belgian public holiday or during the weekend will be processed on the following business day.

2.2 Delivery address

We can only process your order if the delivery address is a residential address or a business address in the area we deliver to. We do not deliver to PO boxes.

Among other things, we reserve the right to cancel the contract of purchase in one of the following situations, without being liable for compensation or other costs:

  • Your payment details are incorrect or cannot be verified
  • Your order is placed with the purpose of committing fraud etc. or placed in connection with a criminal offense or other unlawful activities
  • There is an inadvertent error on this website, such as a payment error or the like

Contracts can only be concluded on this website. We do not process orders made in letters or faxes.

2.3 ORDER VALIDITY

Before submitting the order, you have the option of changing the information that you have provided including payment information or delivery and billing information.

When you click “Complete order”, enter your payment information and the receipt appears on your screen you are bound by the contract of purchase.

If you experience any problems or made a mistake while placing your order, please contact our Customer Care, that is open Monday-Friday 9 am to 5 pm.

Your order has been confirmed when you receive a confirmation email from Odile Jacobs

After the conclusion of the contract, the provisions on withdrawal apply, see below.

2.4 ACCESS TO THE CONTRACT

You will receive a confirmation of the content of the contract by email. We store concluded contracts, including the order confirmation, for a reasonable amount of time, and we recommend that you save this information as well; they may not necessarily be available on this website subsequently. Please read more under “Order tracking and view history”.

2.5 MEASURES AGAINST FRAUD

In order to protect you and our other customers from fraud and maintain a high level of security for online purchases, we may carry out verification checks. The verification check may comprise the data that you send when ordering, including your address and payment information.

3 MEANS OF PAYMENT

We accept the following means of payment:

  • Visa
  • Visa Electron
  • Mastercard
  • Mastercard Debit
  • Maestro
  • Bancontact
  • Amex

We do not accept other methods of payment.

3.1 CVV (CREDIT CARD VERIFICATION NUMBER)

If you choose to pay by credit card, you will be asked to enter the card’s security code. You will find the three-digit security code on the back of your credit card, usually on the right side of the credit/debit card’s back. The security code is necessary for the payment to be processed and for maintaining a high level of security. There may also be other similar safeguards.

3.2 PAYMENT PROCEDURE

Once your order leaves our warehouse, your payment will be debited on the selected payment service. In some cases, we might reserve the order amount from your money account, but if the order is to be cancelled, your money will be released back to you.

4 DELIVERY AND PRICES

All the listed prices for products, delivery costs and other costs include taxes and value-added taxes.

Costs relating to delivery, freight or postage may vary and are added to each order.

4.1 DELIVERY

We deliver to the EU within 1-3 working days.

If you order several items and one or more are out of stock, we will partially ship the products available and inform you via email about the delivery window of the remaining products.

If we do not deliver to your country you will be prevented from selecting that country at the point of ordering.

We will not be held responsible for any delay or failure to comply with its obligations under these conditions if the delay or failure arises from any cause which is beyond our reasonable control such as if a package is lost by one of our carriers. This condition does not affect your statutory rights.

If you do not pick up the parcel or take any action regarding the delivery and the parcel is shipped back to us, we will charge a fee of €100.
If the package is not picked up and any kind off fee is added, you are responsible for the extra cost and will be charged all costs and expenses associated with the return shipment. This includes freight charges, any extra payments, duties, taxes, return charges, any additional fees, etc.
Please note that the risk of loss of or damage to the products passes to you after delivery. If the package appears to be damaged or ripped open, you should refuse to receive the products. If you wish to complain about any lack of conformity, you are required to give notice to us. Please read more under “Non-conforming products and incorrect products”.
We reserve the right to change the prices and are not responsible for any printing errors.

4.2 CURRENCY

The prices on the website are shown in EUR only. Your card will be charged in EUR.

4.3 ORDER TRACKING AND VIEW HISTORY

When you place an order on our website, you will receive a tracking number and link in a separate email to track your order via one of our courier’s websites. Please always contact Customer Care if you have questions regarding the status of your order.

5 RETURNS AND CANCELLATION

Customer satisfaction is always our top priority, and as such we handle each query on an individual basis to the best of our ability. While we hope that you are delighted with your order, if you are not satisfied with your order you may return your order within 14 days from the day you received the item.

HOW TO USE OUR RETURN SERVICE

The return form can be requested on web@odilejacobs.com
The withdrawal period will expire 14 days after the date on which you or a third party other than the carrier received the item.

All items shall be returned to:

Odile Jacobs bvba
ATT: Store
Baron Ruzettelaan 1/0.1
8310 BRUGGE
Belgium

The below are the steps to follow if you are to return an item:

  1. Return Form. Please ask web@odilejacobs.com for the return form that will be sent to you by e-mail.
  2. Fill out the return form and remember to write what you are returning and tick whether you wish to return or exchange your item.
  3. Book your collection. Contact your local Post Office.
  4. Pack the items. Pack your return item(s) using the original packing provided.
  5. Label the package. Attach one pre-paid  label securely to the box, ensuring the previous delivery label is covered.
  6. Complete the Return. Take the parcel to your local Post Office and ask for the tracking number

RETURN SHIPPING CHARGE

Returning an item will incur a charge of 20 EUR unless the return is a result of our error. The shipping charge will be deducted from the amount refunded.

REFUND

To prevent fraud, we are only able to refund the amount to the credit card that was used to place the order. We are entitled to retain the refund until we have received the items or proof of return of the items has been presented to us whichever is the earlier.

Please allow up to 14 days for us to process your refund.

If you need any assistance, please contact Customer Care on +32475561561 or email web@odilejacobs.com

In your box you’ll find a return label and a return form that shall be used for returning an item. The return form can also be found here.
The withdrawal period will expire 14 days after the date on which you or a third party other than the carrier received the item.

All items shall be returned to:

Odile Jacobs bvba
ATT: Store
Baron Ruzettelaan 1/0.1
8310 BRUGGE
Belgium

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