Welcome to Haider Ackermann Customer Care
It is designed to help you understand our policies and answer your questions.
Additionally, you can always contact us at:
All goods and services are delivered to the address provided by you when ordering. The full list of countries where we are currently able to deliver is clearly stated in our legal mentions. When goods are in stock they will be delivered to the delivery address within a period of 2 to 5 working days. We will inform you of the delivery period in your order confirmation. We offer free standard shipping on all orders above €450,- (or equal in diffferent currencies).
Thanks to our partnership with UPS, you will be able to select at the end of the check out process the delivery service required (from standard to express delivery) for your needs.
If we are not able to deliver on time, we will always notify you before the end of the delivery period.
Most countries are shipped to on a DDP (Delivery Duty Paid) basis, all relevant import taxes and duties will be included in the product price. You can find the full list of DDP countries in our legal mentions. If a DDU (Delivery Duty Unpaid) destination is selected, product prices displayed are exclusive of all taxes and duties, as well as Belgian VAT. The customer is liable for all import duties, customs and local sales taxes levied by the country of destination. Payment of these is necessary to release the order from customs on arrival.
If you buy goods from us, you have the right to decide that you do not want to keep the goods within 14 days from the delivery. You can then return your order without penalty and without giving any reason (the cost of return is equal to the cost of delivery). Within 14 days after reception of your returned order or your indication that you wish to forgo the agreement, we will pay you back the full purchase price, by the same means of payment which you utilised for the purchase. We expect you to handle the order as well as the packaging with the utmost care.
The products may be returned by dispatching the package through the carrier used when placing the order or through another shipping agent or postage method. As advised by our company, returned products may be shipped by the package delivery company UPS, using the Electronic label sent during the return form procedure. If you use UPS, our company will be pre-paying the shipping costs and track the package at any time. Please contact ups to organise pick up. If you decide to use a different shipping courier or other postage method than the one provided by our company, you will have to pay for the cost of return shipping and will be responsible in case of loss or damage to the merchandise during transport in accordance with our returns instructions.
In order to return the goods, you need to complete the return form available on our web site in your personal account area. Do this by accessing your account and selecting the item in the order you wish to return by clicking on the « return » button in order for us to provide you with a return number and the return form completed with the details written above. You would also need to print 3 copies of the pro-format invoice provided by our system and place them on top of UPS boxes. Once the warehouse has received the returned products and we have checked that the returned products meet our requirements, you will receive an e-mail that the returned products have been accepted with a credit note. You will then be refunded following the payment method of your original order within 14 days upon receipt of your return in our warehouse.
Your order is complete and the contract between us is final once we confirm your order by mail and regarding your payment made by credit or debit cards, as soon as we receive approval from the issuer of your card. We accept Visa, Mastercard, Bancomat. Should the issuer of your card refuse to agree on your payment to us, we cannot be held responsible for any delays in the delivery and/or non-delivery of your order. Orders without valid payment by name of the registered cardholder will not be accepted or processed.