Frequently asked questions
Ordering - shipping - returns - customer service
You will find most of the answers about the practial methods of Atmooz here. If you don't find what you are looking for, please contact our customer service.
Which payment methods are accepted?
You can pay using Bancontact, Maestro, Visa, Mastercard or PayPal.
Your online payment will be handled by the well-known, frequently used payment processor Mollie. Security guaranteed.
Can I get an invoice?
Both individuals en businesses automatically receive an invoice via e-mail when their products are shipped.
During the setup of your account we will check the validity of your company details.
What warranty does Atmooz offer on its products?
Atmooz provides a 2-year warranty on all prodcuts.
This warranty is not valid in case of intentional damage, neglect or improper use. General wear and tear are not covered.
If you have any questions please contact us on email@example.com. We will search for an appropriate solution for you.
Where can I find the products of Atmooz?
You can find the products of Atmooz in our outlets.
Can I pick up my order?
You can pick up your order in the Charrell conceptstore in Geel. Your order will be available in one bussinessday. Please bring the orderconfirmation with you so we can swiftly assist you.
Adress: Charrell Conceptstore, Vossendaal 10, 2440 Geel
Mon. – Sat. 10:00 AM – 6:00 PM, Sundays preferably between 1:00 and 2:00 PM and after 4:30 PM
Which countries does Atmooz ship to?
We ship to all European Union countries.
Individuals and businesses outside the EU can always contact us via firstname.lastname@example.org. We will provide a solution to meet your needs!
What is the cost of shipping?
Shipping fees depend on the destination country and total price of your purchase.
BELGIUM – THE NETHERLANDS – LUXEMBOURG – FRANCE - GERMANY
Purchase price > 100 euros = free shipping
Purchase price < 100 euros = 9 euros in shipping fees
Rest of the EU
Purchase price > 300 euros = free shipping
Purchase price < 300 euros = 25 euros in shipping fees
How long does shipping take?
In principle, all of our products are in stock. If they are temporarily out of stock, this will be indicated in the e-shop, and they will not be available for purchase.
Your package will be shipped using DPD or DHL. The maximum shipping time for Belgium, the Netherlands and Luxembourg is 2 to 3 business days. For orders bound for the rest of the EU, the shipping time is 3 to 5 business days.
As soon as an order is given to DPD, an e-mail with a tracking code is sent out, so that you can track the order until it is delivered. If your order is shipped with DPD you will receive a link to track the delivery of your order. All packages are delivered to the front door of your house or the main entrance of an apartment building.
For shipment of larger items, the delivery will be selected on a country-by-country basis.
Can I track my order?
The day before delivery, DPD informs you of the exact delivery time, by e-mail or text message. On the morning of the delivery, you receive a second message confirming a 1-hour timeframe for the delivery. In this e-mail, you are offered the opportunity to change the date and place of delivery, up to 1 hour before the planned delivery. If you wish to do so, you can also authorize unattended drop off.
DPD ensures that, throughout the shipping process, you can check where your package is and can communicate any changes.
Caution: you will be given the option to have your package delivered to a DPD parcel shop, BUT not all packages can be routed to a DPD parcel shop. Only packages with a maximum length of 100 cm and a maximum weight of 20 kg can be accepted in a DPD parcel shop.
If you cannot be at home at the time of delivery, opt for:
A second delivery attemnt at the same address.
Delivery on another address.
Authorize drop off: for example, under the carport or at the neighbors' house.
My order didn't arrive! Now what?
If Track & Trace shows that your package was delivered but you haven’t received anything, it’s best to check your mailbox. If the courier came by when you weren’t at home, he will have left a note with the necessary information. The package may have been delivered to your neighbors’ house or a Pickup parcel shop.
If you don’t find a note in your mailbox, be sure to contact our customer service department via email@example.com or at 014 39 48 88. We will locate your package for you.
Return - Right to cancel
Can I return my order?
Do you not like an article? Then you have the right to cancel your purchase within a period of 30 days without giving any reason. The withdrawal period expires 30 days after the day on which you or a third party designated by you, who is not the carrier, physically takes possession of the last good.
You can return the item free of charge up to 14 days after the cancellation.
What do you need to do?
Send your communication (name and en order number) by email to firstname.lastname@example.org. You would really help us improve our service by adding the reason of your decision.
Then, we will get back to you with advice on the best return method for your package, and we will provide a suitable return label.
Preferably pack the goods in the original packing and use the returnlabel you have received from Atmooz .
All items are checked upon receipt. If everything is as it should be, you can expect a refund within 7 business days.
Are there costs associated with returns?
Returns from Belgium and neighboring countries (the Netherlands, Luxembourg, Germany and France) are entirely free of charge.
For returns from the rest of the EU, you will be charged a handling fee of 25.00 euros per package. For paid returns, the handling fee is automatically deducted from the refund.
What are the conditions for a full refund?
Bear the following conditions in mind if you wish to be granted a full refund:
Preferably pack the goods in the original packing to prevent them from breaking during transportation.
The products must reach us whole, undamaged and unused.
My items are damaged or don't function properly. Now what?
Sometimes things can go wrong... With the supplier, in our warehouse or somewhere along the way. Then we do our best to solve the problem as quickly as possible!
Immediately after receiving the item, please contact our customer service department at email@example.com.
Send us as much information as possible, so that we can get a clear idea of the problem and offer a suitable solution.
Photos of the packaging and the defect
Description of the problem
It is also possible to return or exchange an item in the Charrell concept store in Geel. In that case, you should still start by following the procedure described above.
Customer service - monday to friday between 9.30 am en 17.00 pm
Phone: +32 (0) 14 39 48 88
You can reach Atmooz from monday to friday between 9h30 - 12h00 and 12h45 - 17h30.
During office hours we attempt to answer your email in 4 hours.
Office: Vossendaal 10, 2440 Geel, België
The office of Atmooz is located in the conceptstore of Charrell Home Interiors. We will be glad to welcome you.