FAQ

Shopping

Can I cancel my order ?
We are sorry, but once an order is confirmed, it is automatically processed and cannot be cancelled. The package can be returned as indicated in our Return Policy.

Can I change my order and add or remove other products ?
Unfortunately no. Every order is processed automatically and once confirmed, it is not possible to change the details. To purchase additional items, you must place a new order. Please refer to our return policy to return items.

How do gift voucher codes work ?
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Order status
Order in preparation:
The order has been confirmed and we have already sent a confirmation e-mail with the order number.

Order has been shipped:
Once the order is dispatched from our warehouse, we will send you a confirmation e-mail with the tracking number to track the delivery.
It is possible to check the order status at any time by entering the order number on the page Track your order Registered users can also find all information related to their orders in the My Account section.

More than 24 hours have passed and I still haven’t received an email with the order confirmation. What should I do?
Check your spam folder and make sure info@timmermans1845.be is in your email account’s safe senders list. This will prevent the anti-spam filter from blocking future communications.
If this does not work, please contact us as there may be errors in the e-mail address you registered with.

Personalisatie & Cadeauverpakking

Do you offer gift wrapping ?
Items purchased on our e-boutique are delivered in the distinctive branded packaging and we offer additional gift packaging in the colours of our shop identity. If you wish, you can select the corresponding gift packaging option when placing your order. The only exceptions are for ink refills.

Is engraving or embossing available online ?
Indeed, we offer free personalisation at the time of online purchase for the products that have the engravable/embossed statement in the descriptive section of each item page. If you have any questions, please contact us.

What is the colour of the engraving or embossing ?
We offer several options in our personalisation service. Generally, the engraving or embossing will be done in the colour matching the fitting. You can also opt for ‘blind’, i.e. without colour.
View details Engraving page or feel free to contact us.

Verzending

Shipping times and costs
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Can I choose a delivery date or time ?
Unfortunately, it is not possible to choose a specific date and time.
You can try contacting the courier directly to agree on a possible delivery date.

Where is my order?
You can check the status of your order and track delivery at any time. Enter the order number you received via e-mail on the page Track your order. If you are a registered user, you can find all information related to the order on your My Account page.

where do you ship my order from ?
We ship all orders from our store in Ghent (Belgium).

Betalingen

Payment methods
>The e-boutique Timmermans 1845 accepts the following payment methods:

Creditcard: Visa, MasterCard, Maestro en Bancontact.

Retouren & Terugbetalingen

Return policy
You can return any item you bought on e-boutique within 15 days of the delivery date. Here’s how:

Fill in the return form in order to get a return number.
Please ensure that the goods you return are in their original condition, including labels and packaging, otherwise we cannot accept your return and issue a refund.
Pack the items in the order box (or a sturdy cardboard box).
Contact the delivery service to arrange collection of your parcel wherever you like.

Personalised products cannot be returned for exchange or refund.

Once your parcel reaches us, it takes 3 to 7 working days (depending on peak hours) for your return to be processed. If your return does not meet the aforementioned conditions, the package will be returned to you. Once your return is accepted, your money will be refunded and you will receive a confirmation email.

Please note that ink, refills and open care and beauty products are non-refundable.

For more information on the conditions for exercising your right of return, see the Legal Space.

Can I return an engraved or embossed product?
Personalised products cannot be returned for exchange or refund.

Can I get my money back on another credit card than the one I used for the order ?
For security reasons, we cannot refund a credit card different from the one used for the purchase.

Can I exchange?
Currently, the only way to exchange a product is to return it and place a new order.
However, you can exchange your article within 15 days in our shop at Gent with proof that the article was purchased from us (order number, invoice…).

I want to return a gift. How does the refund work in this case ?
If the order was paid with PayPal or a credit card, the amount will be refunded to the account from which the payment was made. For security reasons, we are not authorised to refund to any other account.
However, you can exchange your article within 15 days in our shop at Gent with proof that the article was purchased from us (order number, invoice…).

Can I buy a gift voucher ?
Yes sure. You can buy it by clicking here.