Frequently Asked Questions

Order

• How to order?
• Can I receive an invoice?
• Is it possible to have my products delivered to another address than the billing address?
• Are all products in stock?
• Can my products be duty-free if I buy them for a non-Belgian company?
• What is the delivery period of my order?

Payment

• What payment methods are available?
• What are the risks of the payment methods?
• How to pay cash on delivery?

Delivery

• What delivery methods are offered?
• What happens if I am not at my delivery address at the time of delivery?
• I am not home very often. How can I have my products delivered?
• How can I complete or correct my delivery address?
• How can I receive the tracking number of my order?
• Can I pick up my parcel at ALTEREGO's office?

Reception of your products

• What do I have to do when I receive my parcel?
• What to do if the material is broken

Warranty / After Sales Service

• Are the products guaranteed?
• Can I return a product which does not suit me?

Q: How to order?

A: Select the product you want among the 6 categories (on the left side of the web site). Next, select the colour of the product by clicking on the little coloured square corresponding to the colour and choose the number of articles you want to add to your basket. Once you have completed your order, click on "my basket" just under the contact icon. To validate your order, click on "place my order" and follow the instructions.

Q: Can I receive an invoice?

A: To receive an invoice itemizing the tax paid, you have to check the box "I wish to receive an invoice" (Step 1) and give your billing information. The invoice will be sent to you by email.

Q: Is it possible to have my products delivered to another address than the billing address?

A: Yes of course, you just have to mention a different address of delivery at the second step of the order process.

Q: Are all products in stock?

A: We try to have a permanent stock of all our products. However, a colour of a specific product can go out of stock momentarily. If it is the case, a mention "under supply" will appear in the description of the product concerned. In this case, you can still buy the product but ALTEREGO can not guarantee a fast delivery period. You will of course be apprised of the delivery period.

Q: Can my products be duty-free if I buy them for a non-Belgian company?

A: Yes, if you have an intra-community VAT number and you make your purchases from a company situated outside of Belgium, you do not have to pay the VAT (21%). You just have to mention your complete intra-community VAT number at the first step of the ordering process. The total amount to pay should then appear free of tax at the third step of the ordering process. If it is not the case, the VAT number might have been encoded under the wrong format. In this case, please contact us at info@alterego-design.com .

Q: What is the delivery period of my order?

A: Your parcel will be shipped when we receive your payment. In the case of a payment in cash on delivery, your parcel will be shipped under 24 hours. For the payments by cheque, we will wait for the cheque to be encashed by our bank before shipping the parcel. The electronic payments are confirmed very quickly and the parcel can therefore be shipped under 24h. Bank transfers can take between 1 and 5 days (1-3 for national transfers, 2-5 for international transfers) before arriving on our account. Once the parcel has been shipped, the delivery period is 24h for Belgium/Holland and 48h for France/United Kingdom.

Q: What payment methods are available?

A: ALTEREGO offers you 5 methods of payment:

• Bank transfer (national or intra-european). Our banking informations will be sent to you after reception of your order.
• Cheque, addressed to: ALTEREGO sprl, 21 Avenue du progrès, 4432 Alleur, Belgium.
• Cash on delivery: you pay cash to the deliverer when you receive your parcel. This option is only available in Belgium and Holland.
• Secured electronic payment (Ogone). This 100% secured option includes: VISA, MASTERCARD, PAYPAL et 1EURO.COM.
• Cash when picking up our parcel at our office. See the question "Can I pick up my products at ATEREGO's office?"

Q: What are the risks of the payment methods?

A: We work with the best partners to guarantee the complete security of the payments. The cash you pay on delivery, the bank transfers and the cheques present no risks. The electronic payments (PayPal, Visa, Mastercard and 1euro.com) are 100% secured by our partner Ogone thanks to the use of a 100% encrypted platform (recognizable by the little lock at the bottom right of your internet browser). If you have doubts, feel free to contact us at info@alterego-design.be

Q: How to pay cash on delivery?

A: You just have to check the box "I wish to pay cash on delivery" at the bottom of the order form at step 2 of the ordering process. This payment method costs an addition of 8 euros for Belgium and 13 euros for Holland. This payment method is only available in Belgium and Holland.

Q: What delivery methods are offered?

A: There are 2 options:

• You can choose to have your parcel delivered to the address you will specify at step 2 of the ordering process.
• You can choose to pick up your parcel in one of our showrooms

Q: What happens if I am not at my delivery address at the time of delivery?

A: If nobody is present at the time of delivery, the deliverer will pass again twice. If, despite of these two attempts, the parcel has not been delivered, it will be available at the closest DPD/UPS pick up point and a notice will be left in your mailbox.

Q: I am not home very often. How can I have my products delivered?

A: The easiest way is that you give us a delivery address (step 2 of the ordering process) where someone will be present (at work, home, friend house) at the time of delivery. Otherwise, you can send us an email with another delivery address (where the deliverer will deliver the parcel if he can not find you at first).

Q: How can I complete or correct my delivery address?

A: If your parcel has not been shipped yet, you can send us an email at info@alterego-design.com. If it is already shipped, it might be possible to still change it but this will imply additional costs. In this case, please contact us as quickly as possible at +32(0)474/677959.

Q: Can I pick up my parcel at ALTEREGO's office?

A: Yes, you can come and pick your parcel at one of our pick-up points. For this, please send us an email at info@alterego-design.com and ALTEREGO will send you an email with all the information needed for the picking up process.

Q: What do I have to do when I receive my parcel?

A: It is essential that you check the content of your parcel. If you have doubts concerning the state of the parcel, you always have to mention "content under restriction of control" on the transport note.

Q: What to do if the material is broken

A: If you receive your product broken, the easiest is to refuse the parcel and write the restrictions regarding the state of the material received. Then, contact us under 24 hours after reception of the parcel to report us the damages. ALTEREGO will then give you the procedure to follow.

Q: Are the products guaranteed?

A: All our products are guaranteed for 2 years against manufacturing defects. You have to contact us before sending back the products to receive the procedure to follow. See our After Sales Service for more information concerning our guarantees.

Q: Can I return a product which does not suit me?

A: Yes of course, if you are not happy with your product, you have 15 days to contact us at info@alterego-design.com (in accordance with the distance selling legislation) to receive a return number and the procedure to follow. The parcel will have to be returned in perfect state in its original packaging, otherwise it will be refused.