Help

Content

1. How to start online shopping?
2. Order info
3. FAQ

How to start online shopping?

Before you can start shopping, you first have to choose which country you want to send your product to. Then you can choose the currency in which you want to view the prices. The geographical location is important to calculate the shipping costs per area. We choose to do this because we pre-select the products deliverable in these countries, for a more enjoyable shopping experience. It also allows us to inform you about the total price, including shipping. No surprises at the end!

When you enter the store you may browse through the various groups of products that we offer. You will notice a small picture and a short description to assist you with your choice. You will notice that this list contains :

• Products that list a price. This means this is a 'unique' product with a fixed price.
• Products that list no price. This means you may combine this purchase in any combination you like. The chosen combination determines the final price. It is a 'make your own' concept.
• Products that list 'Price starting from' mean that you will have a number of combinations in the products, from which you are allowed to pick one. It usually refers to identical products that can be ordered in different sizes or luxury varieties.

When you click a picture or the name of a product in this list, you will get more details of your selection. At this level you can easily return to your list, pick another list or decide you like this product and 'order'. And don't worry, the orderprocess is fully secure. See our detailed security information.

Also when you added a gift to a shopping cart and you would like to send another person to a similar, or a different address (even in a different country!) you 'add another gift' to the shopping cart and let the shop guide you on 'how to order these multiple gifts' during one shopping process only. Of course, never hesitate to ask a question when you have doubts.

Order information

At Royal Boch you can order online, by fax or by phone. The full prices and conditions are shown to you in a virtual shopping cart - so no surprises afterwards. The prices shown include taxes (VAT) at all times. Unless stated otherwise, we also include duties for all shipments outside the European Union.

Companies that order from Royal Boch will be receiving an invoice (PDF) when they request so during the ordering process. The order confirmation contains all information necessary to use it as an expense ticket.

You will be given ample possibilities to communicate the delivery date, messages, special instructions and more during the order process. We encourage you to let us know as much as possible because we really want to customize your order and give it all the special attention it needs.

It is also possible to send gifts to multiple delivery destinations during one order. For very large orders, we are happy to enter all the necessary information into our system for you. Just e-mail us or send a fax to +32 (0) 51 69 68 37.

FAQ

1. What about VAT, duties and freight charges, and other pricing issues?
2. What are my payment options?
3. Can I cancel my order?
4. How do I follow-up on the status of my order?
5. What are the delivery procedures?
6. Do you have a return policy ?
7. Is shopping at Royal Boch safe?
8. What is your privacy policy?
9. Who can order?
10. What are your Terms of Use?

If the answers to your questions cannot be found on our help pages, please send us an e-mail today or call us.

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Pricing & shipping

General Guidelines
All prices are quoted excluding shipping costs, but including VAT and taxes where appropriate. Import duties are always included unless stated otherwise during the order process. In Norway, we cannot prepay VAT. Recipient will have to pay this, and the duties at all times.

Pricing Options
Prices assume order quantities of fewer than 20 parcels per delivery destination. If you are interested in larger quantities of products, or larger deliveries at a single location, please contact us by e-mail for a customized price quote or please visit the 'Multiple Order Section'.

Shipping Expenses
Deliveries picked up at Frucon NV in Roeselare are free of shipping charges. Shipments to EU countries are calculated starting at €9.75 ($14.63), while for the United States, Canada and all other international destinations shipments start at €11 ($18). Your exact shipping cost depends on the delivery destination and selected shipping method, and will always be quoted separately in the shopping cart. No surprises at the end of the order processing!
You can almost always choose between economy shipping (cheaper but also slower and without guaranteed delivery date) and express shipping (more expensive but faster and with guaranteed delivery date or... free shipping!). For some destinations, special weekend deliveries are possible on request. Read our important Delivery Address Guidelines.

Currency and Invoicing
All prices are quoted and billed and charged to your creditcard in the currency you selected. (One exception: orders in GBP paid with American Express will be charged in the EURO equivalent.) Invoices will be sent to you upon your request. Companies in the European Union will be asked their VAT number during the order process.

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Payments

Online Payments
At this time we accept the following credit cards: American Express, VISA and Mastercard. Our partner for safe payment is Ogone, a payment service of Absyss Consulting. All transaction are secured over SSL 128 encryption, and clients with a special ‘security code’ on their credit card can use the ‘Verified by Visa/Mastercard option’ during checkout. If you have a Belgian bank account, you also have the possibility to pay with home banking and BanContact. Only Belgian companies may request to pay upon receipt of an invoice. Other Belgian consumers may request to pay with a money transfer up front. Contact us for more details.

Offline Payments and Ordering
Although we have done our utmost to guarantee secure payment over the web, customers may still decide to order by fax or by phone with their credit card number during the office hours. At the level of the shopping cart, you have the possibility to automatically generate a fax document for the product(s) you selected. If you don't have a credit card, please call us at +32 (0) 51 69 95 05.

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Cancellations

Royal Boch allows cancellations at no charge unless we have specially ordered and created a product for you. The consumer has the right to return a product until 10 days after receipt of the goods. The shipping expenses are at the customer's expense.

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Tracking

Unless you have ordered for delivery in Belgium, we will ship via TNT Express, DHL or Federal Express, and, on your request, we will provide you with an order tracking section in the email order confirmation that you receive from us. However as a service to you, we will also track the package for you and we will not hesitate to contact you if we experience a problem.

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Delivery Policy

Holiday Orders
Holidays are busy times at Frucon NV, so it pays to place your order early. Orders will be handled on a first come, first serve basis until our delivery schedules are full. We will inform you promptly if we cannot meet your delivery requirements.

Non-Holiday Orders
When placing your order, please identify the exact delivery date. Same-day deliveries are accepted, but we request a phone order for these deliveries. They will also involve extra shipping expenses, often up to 0,45 Euro/km. Ideally, orders are placed at least 72 hours before the delivery date if the delivery is outside Belgium, and 48 hours or less if the delivery is in Belgium. During the shopping process we will at all times communicate what is 'possible'.

Recipient is not at home
If the recipient is not at home at the time of delivery, we will either:

• Leave a note at the recipient's door asking the recipient to call the shipper and arrange a convenient time for re-delivery. Service available for most countries!
• Leave the order with the back-up address you provided and attach a note to the recipient's door stating who accepted the arrangement on their behalf. Service available for most countries!
• Leave the order at the house. We only do this when it is safe, and when it is very obvious that the people will be back soon. Service only available for deliveries in Belgium!
• Return to the delivery destination a second time. Service available for most countries!

To avoid problems, we strongly prefer to have the option of calling the recipient in advance and arrange a suitable delivery time. If the recipient is at work all day, we suggest sending the arrangement to their place of work. This procedure may vary depending on the shipping method you decided to take.

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Returns

Royal Boch strives to satisfy all customers. If you have any suggestions or complaints we would like you to e-mail and we shall reply promptly.
Non-fresh products may be returned within 10 days after delivery. Pack and seal your return securely (in the original package if possible). Packages must be returned freight prepaid – we cannot accept C.O.D. deliveries. We will refund you via the Credit Card Company.

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Who can order?

If you are a person that is less than 18 years old please use a parents name in the billing address. Secondly state in the delivery info field explicitly that you have received approval of this parent.

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