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 VAT free if I buy them for a non-Belgian company?

Payment

• What payment methods are available?
• What are the risks of the payment methods?

Delivery

• What delivery method is suggested?
• What is the delivery time of my order?
• What happens if I am not at home at the time of delivery?
• I am not at home very often. How can I have my products delivered?
• How can I receive the tracking number of my order?
• Can I pick up my parcel at ALTEREGO's office?

Reception of your order

• What do I have to do when I receive my parcel?
• What to do if the item is damaged?

Guarantees / After Sales Service

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

Terms & Conditions

These can be seen by clicking here

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Order

Q: How to order?

1. First, select the product you want among the 6 categories (on the left side of the website).
2. Next, select your favourite colour by clicking on the little coloured square.
3. Then choose the number of items you want to add to your basket.
4. Once you have placed your order, click on “my basket” just under the contact icon.
5. To confirm your order, click on “place my order” and follow the instructions.
6. IMPORTANT: Please also ensure you that your phone number is correctly specified in order to an optimal delivery service.

Q: Can I receive an invoice?

To receive an invoice itemizing the tax paid, you have to fill in the box “I wish to receive an invoice” and communicate your billing information. The invoice will be sent to you by email as soon as your item has been shipped to you.

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

Yes of course, you just have to mention the right delivery address at the second step of the order process.

Q: Are all products in stock?

We try to have a permanent stock of all our products. However, a colour of a specific product can go out of stock momentarily. In this case, several options can be considered:

1. We can refund you if you do not want to wait.
2. You can choose another product.
3. You can choose another colour
4. You can wait for the product to be in stock, we will then give you a delivery delay.

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

Yes, in case you have an ECEE VAT registration number and you make your purchases from a company located outside of Belgium, you do not have to pay our VAT (21%). You just have to fill in the ordering process at the right step with your ECEE VAT number so the total amount should then appear without VAT. In case it doesn't work, feel free to contact us at info@alterego-design.co.uk

Payment

Q: What payment methods are available?

ALTEREGO suggests you 3 methods of payment:

1. OGONE - Secured Electronic Payment :

This 100% secured option includes: VISA, MASTERCARD and PAYPAL.

2. BANK TRANSFER :

As soon as you have concluded you order, you will receive an automated email from ALTEREGO. In this email you will find out our banking information, the amount to pay and the communication to include.

The delay of an international bank transfer is 3 to 5 days.

3. CHEQUE :

You can then send your cheque and address it to:

ALTEREGO sprl 21, Avenue du progrès, 4432 Alleur, Belgium.

You will automatically receive an email with a tracking number to allow you to follow your item right up to your door. To track your parcel you just have to enter your tracking number on transporter's website: www.dpd.co.uk

Q: What are the risks of the payment methods?

We work with the best partners to guarantee the complete security of payments. The bank transfers and the cheques present no risks. Paypal payments are 100% secured. For more information, visit: www.paypal.co.uk

If you have doubts, feel free to contact us at info@alterego-design.co.uk

Delivery

Q: What delivery method is suggested?

We use the standard method to deliver parcels. The delivery will be performed by DPD (Parceline)

Q: What is the delivery time of my order?

In case your item is in stock, your parcel will be immediately shipped when we receive your payment.

For payments by cheque, we will wait for the cheque to be collected by our bank before shipping the parcel.

In case of electronic payments by Paypal, the confirmation reach us very quickly and the parcel can therefore be shipped under 24h.

Bank transfers can take between 3 to 5 days before arriving on our account.

Once the parcel has been shipped, the delivery time may vary between 3 or 4 working days according to location. The delivery will be accordingly delayed if there is a weekend. Unfortunately delivery time cannot be chosen.

Northern Great Britain: within 4 working days

Southern Great Britain: within 3 working days

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

1. In case you are not present to check and sign for your parcel, the driver will leave you a notice and will come back the day after.
2. If the next day you are still absent, the driver will leave you a second notice and you will have to contact him within 5 days to fix a meeting.
3. After 3 failed attempts, the driver will leave the parcel into the undelivered DPD depot. Then you will have 7 days to pick it up before it comes back to us.

We cannot be held responsible for non delivery of items if the given delivery address is not correct or incomplete (i.e. no house name or number/street details etc).

Any liability for a returned delivery due to no one being present at the delivery address at the time of delivery will be with the buyer. Unfortunately, if this should occur then you will be liable for the costs of the item to be returned to us and then re-dispatched back to you.

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

1. The easiest way is to give us a delivery address (step 2 of the ordering process) where someone will be present (at work, home, friend house, neighbour) at the time of delivery.
2. Otherwise, you can send us an email at info@alterego-design.co.uk to communicate to us another delivery address (where the delivery man will deliver the parcel if he cannot find you at first).

Q: How can I receive the tracking number of my order?

As soon as we have received your payment, when your parcel is being dispatched, you will receive an automated email including tracking details.

In case you do not receive your tracking number, please let us know at info@alterego-design.co.uk and mention your order number. We will then send you back a tracking number that you can enter on the transporter's website.

If you have an active Spam-filter, please bear in mind that our mails will possibly end up in a Spam-folder.

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

Yes, you can come and pick your parcel at our office in Angleur, 53 rue de chênée, in Belgium on Monday to Friday during our opening hours. In this case, please send us an email at info@alterego-design.co.uk and we will send you back an email with all required information for the picking up process.

Reception of your order

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

When you receive your parcel, please check the packaging carefully in order to detect possible damages. In case of doubts, do not hesitate to check the product inside in the presence of the delivery man. It is IMPORTANT to ensure that the packaging of your goods is checked and in good condition BEFORE signing the delivery note.

If the packaging has been badly treated or is torn, please indicate it on the transport note. You must mention: “content under restriction of control”.

Q: What to do if the item is damaged?

Right after the delivery, in case your product is damaged or flawed, could you please report it to us as soon as possible by email at info@alterego-design.co.uk or by writing to ALTEREGO sprl, Parc d'affaires DONY, 53 rue de Chênée, 4031 Angleur, Belgium” within 48 hours (working day) after reception of the product.

Could you please attached to the email or letter; your order number, 3 pictures of the damaged product and a short description of the damages. These information will help to speed up the replacement process. We will then give you the procedure to follow.

If, within 48 hours after the delivery, you have not briefed us about the defects of your item, we will therefore estimate that you have accepted your parcel in its state and any right of complaint will expire after this delay.

If the complaint is well-justified, we will then pay a compensation with a total corresponding to the invoice amount of the delivered parcel or replace for free the delivered items. ALTEREGO does not have to pay other awarded damages or compensations under any denomination.

Guarantees / After Sales Service

Q: Are the products guaranteed?

All our products carry a 2 year guarantee against manufacturing defects.

All our products also benefit of:

• The legal guarantee of conformity
• The legal guarantee of hidden defect
• The constructor guarantee which cannot exceed 2 years

In case the product presents defects, ALTEREGO Team is engaged to replace defective pieces for free.

In case the item is out of stock, you will have choice between choosing another model, receive a total refund or waiting for the item back in stock.

Beware that the guarantee is not applicable, or is applied partially, to the repair of damages resulting of:

• an external cause (accident, choc, fall...),
• a mistake of the user not conform to the constructor specifications,
• a detrimental use to the good conservation of the object,
• a use of commercial nature.

For any problem of guarantee, thank you for sending us an email at info@alterego-design.co.uk with your order number, as well as a detailed description of the problem. We will then send you 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?

In case you change your mind after ordering an item, ALTEREGO Team gives you the right to cancel your order within 15 days and receive a full refund for the product. This 15 day period will begin on the day you receive the item. The return of the parcel is at the cost of the user

In order to resell the item, we will accept to refund only complete products (accessories, notices...) in their original state and returned in their original packaging. In case the item is returned damaged, unfortunately we will then not be able to offer you a refund.

After reception of the parcel, we will then proceed with the refund of your parcel.

Before any return, could you please send us an email at « info@alterego-design.co.uk » with your order number and your intention to return the object.