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 concept store in Geel. Your order will be available in the store right away. Be sure to take confirmation of your order with you, so that we can swiftly assist you.
Because we value your visit so highly, when you opt to pick up your items, you will immediately receive a 5 percent discount on your order. This is automatically calculated in the last step when processing your shopping cart.
Adress: Charrell Conceptstore, Vossendaal 10, 2440 Geel
Opening hours: Mon. – Sat. 10:00 AM – 6:00 PM, Sundays 1:00 PM – 6:00 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. The maximum shipping time for Belgium and neighboring countries 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. 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 service 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.
Can I return my order?
Not satisfied with an item? Then you have the chance to return the item, within 30 days of receipt.
What do you need to do?
Provide the relevant information (name, order number, telephone number and bank details) by e-mail at firstname.lastname@example.org and give the reason why you wish to return the item.
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.
Pack the items in the original packaging (inside the box, as well) and make sure the return label is affixed to the box in a spot where it can easily be seen.
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 refund?
Bear the following conditions in mind if you wish to be granted a full refund:
The items must be sent in their original packaging.
The products must reach us whole, undamaged and unused.
The DPD return label must be affixed to the box in a spot where it can easily be seen.
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.