1. General
Welcome to our website www.filoufriends.com (hereinafter referred to as ‘filoufriends.com’).
The filoufriends.com website is managed by Filou Company nv, with offices at 5, 8510 Marke, Belgium, VAT number BE0435 732 215 (hereinafter referred to as ‘Filou Company nv’ or ‘we’).
These general terms and conditions apply to all use of filoufriends.com and specifically to the items and sales on this website. Please note that these terms are updated fromt time to time, so we recommend that you read them carefully each time you visit us. Filou Company nv does not accept any other conditions unless we have agreed to them in writing.
If you need help at any time, we refer you to the bottom of the homepage, where you can find practical information about payments, delivery, refunds and returns, as well as other general information about the services we provide. You can also click on the hyperlinks in these terms and conditions to be directed to other relevant information pages.
2. Privacy Statement
In our privacy statement, you will find information about how Filou Company nv will use your data. By accepting these general terms and conditions, you also agree to our pivacy policy.
3. The right to return your order
3.1 Online shopping via filoufriends.com
In accordance with the Economic Law Code, the consumer has the right to withdraw from a contract relating to an online purchase without giving any reason within 14 calendar days from the day on which the consumer, or a third party designated byt the consumer (other than the carrier), takes physical poseession of the goods.
To exercise the right of withdrawal, the consumer must inform Filou & Friends of their decision to withdraw from the contract within this period. To do so, the consumer may use their personal account on filoufriends.com or notify Filou & Friends of their decision in some other unambiguous manner.
Following this notification, the consumer has an additional period of 14 calendar days in which to return the goods.
There are several ways to return an item purchased online:
- via our online shop (at your own expense);
- via one of our shops (free or charge).
Returns via our webshop:
We recommend that you register returns via your personal account. Loyalty points will be automatically adjusted when returns are registered via your account.
Click on 'Orders' and select 'Register a return'. Then send the products you wish to return to our head office, along with the return confirmation you received by email.
Items purchased via the online shop cannot be exchanged, but will be refunded provided the conditions set out below are met.
The direct costs of returning the goods are to be borne by the consumer.
Filou & Friends will issue a refund no later than 14 days after receiving the notice of withdrawal. However, Filou & Friends reserves the right to withhold the refund until the returned goods have been received or until the consumer has provided evidence that they have returned the goods, whichever occurs first.
Returning an online purchase via a shop
Items purchased online may also be returned to one of our shops within 14 calendar days of Filou & Friends being notified of the cancellation.
In the shop, you can choose between:
- exchange for another item;
- refund via the original payment method;
- receipt of a voucher for the value of the returned items.
This voucher is valid indefinitely.
3.2 Shopping in a physical Filou & Friends shop
There is no statutory right of withdrawal for purchases made in a physical Filou & Friends shop.
As a customer service, Filou & Friends offers the option to exchange items for a different size or convert them into a voucher within 14 calendar days of purchase.
Refunds for purchases made in a physical shop are not possible, except where Filou & Friends is legally obliged to do so under the relevant consumer legislation.
If the desired size is not available, the customer will receive a voucher for the value of the purchase. This voucher is valid indefinitely and cannot be exchanged for cash.
3.3 Conditions for acception returns and exchanges
We will accept your return for an exchange provided the following conditions are met:
- The cancellation was notified in good time in accordance with Article 3.1 or, for in-store purchases, the return or exchange takes place within 14 calendar days of purchase.
- The item was returned via our online shop or one of our shops.
- The item is in good condition.
- The consumer has only handled and inspected the item in the same way as they would be permitted to do in a physical shop. If the item has been used beyons what is necessary to ascertain its nature, characteristics and functionning, Filou & Friends may charge a depreciation fee in accordance with the applicable legislation.
- The original labels and tags should ideally still be present. Their absence may result in a reduction in value if this diminishes the value of the item.
- At Filou & Friends' request, sufficient proof of purchase must be provided.
In the event of a valid cancellation of a full online order, the standard delivery charges paid by the consumer will be refunded in accordance with the applicable legislation. In the case of partial returns, the original delivery charges will not be refunded. Any additional costs incurred as a result of the consumer choosing a non-standard delivery method will not be refunded.
Gift cards and credit balances cannot be exchanged for cash.
Filou & Friends cannot be held responsible if a parcel has not been delivered via our shops or to the correct returns address.
Please feel free to contact our customer service team at info@filoufriends.com if you have any questions.
This paragraph does not in any way limit the statutory guarantee or other rights to which the consumer is entitled under Belgian consumer legislation should an item be defective or non-compliant.
Each party is entitled to cancel a sale in the event of a material breach of these terms and conditions by the other party.
4. Product Information
We have made every effort to ensure that the colours and descriptions of our products are as accurate as possible. Image and colour quality may vary depending on your screen settings. We cannot guarantee that your screen will display all the characteristics of the actual product correctly.
You will find a product description (colour, size, type of product, etc.) and digital photos for each product. All prices include VAT but exclude shipping costs. Prices may be subject to change. Please check the indicated price at the time you place your order.
5. Orders
- Filoufriends.com only sells to individuals. This means that if you are a person who intends to buy items that are not for your own use, but for resale, for example, or if you are a company, you cannot place an order and we cannot sell you any products.
- A binding purchase agreement between you as a consumer and filoufriends.com as a seller, on these terms, is made when you place an order on this website. Your order will be considered placed when you have completed the last step of the ordering process.
- By placing an order, you expressly agree to be bound by these terms and conditions, including all statements and components such as the privacy statement and return policy.
- In the unlikely event that a product you ordered is out of stock, we will notify you immediately and offer you an alternative solution (e.g. shipment at a later date, a replacement product or a refund).
- Filou Company nv reserves the right to modify or cancel an order if prices or discounts are not correctly displayed on the website or if they are incorrectly included in the invoice.
6. Payments
If you use credit card:
If you choose to pay by credit card, the amount will be debited from your account immediateley after you confirm the payment.
If the payment is confirmed, the amount will be debited in accordance with the terms agreed with the bank that issued the card.
(The seller) accepts payments by Visa and Mastercard. If you choose to pay by credit card, the amount will be debited from your account immediately after you confirm payment.
Upon receipt of your order, we will carry out a standard authorisation check on your payment card to ensure there are sufficient funds to cover the transaction. Your card will then be charged so that we can receive the funds.
Receipt of the funds will finalise your order, after which we will be able to dispatch the goods.
7. Shipping and delivery
You can choose to pick up the item for free at the store or have it delivered to your home. Your order will be delivered to your chosen story location within 6 business days. You'll receive an email as soon as the order arrives at the store. Your order will be held for you at the store for 2 wweeks. After 2 weeks, the order will be canceled.
You can also choose to have the item delivered to your home. We aim to ship your order within one working day after receipt of your payment. It may take 2 to 3 working days before we deliver your order to the address you have provided (weekends and holidays in Belgium and country of destination not included). If you are not home at the time of delivery, you can pick up the package at the designated postal location.
We offer delivery to the following EU countries:
- Belgium: 5 EUR, max 3 working days
- Luxembourg: 5 EUR, max 3 working days
- Netherlands: 5 EUR, max 3 working days
- France: 10 EUR, max 3 working days
- Germany: 10 EUR, max 3 working days
- Italy: 10 EUR, max 3 working days,
- Austria: 10 EUR, max 3 working days
- Greece: 10 EUR, max 3 working days
- Spain: 10 EUR, max 3 working days
- Sweden: 10 EUR, max 3 working days
- Portugal: 10 EUR, max 3 working days
8. Warranty
If the goods delivered do not conform to the order placed, the statutory two-year warranty period applies (Art. 1649bis et seq. of the Civil Code).
If you wish to invoke the legal guarantee, you must prove that you have purchased the delivered goods from Filou Company. You may provide proof of your purchase by any means under common law.
Any defects in the product must be reported within two (2) months of their discovery. After that period, any right to repair or replacement expires.
In any case, you will not be able to claim any warranty:
- for normal wear and tear of the product
- in the event of injudicious or abnormal use of the product or use contrary to the purpose for which it was designed
- in the event of non-compliance with the operating and/or maintenance instructions
- in the event of damage to the product as a result of intent or negligence
- if the product has been modified by yourself or by intervention of a third party not authorized by Filou Company
- for commercial use.
9. Gift vouchers
The following conditions apply to gift vouchers:
- Gift cards and paper gift vouchers are valid indefinitely.
- New digital gift cards can be used in the online store and in-store. (The older paper gift cards can be used in-store and can be converted there into a digital card, which can then also be used online.)
- Gift cards cannot be exchanged or redeemd for cash.
- Gift cards are sent to the recipient through our online store once the order has been processed and the payment has been received.
- Filoufriends.com is not liable for the shipment of a gift card to an incorrect or nonexistend address. This is the buyer’s responsibility.
- Filoufriends.com is not responsible if gift card is lost, stolen or destroyed, or if it is used without authorization.
- Filoufriends.com reserves the right to cancel gift card if such action is deemed necessary.
10. Intellectual property
All content (images, text, brand names, ...) of filoufriends.com is protected by copyright and trademark law.
It is not permitted to use, copy or distribute any content from this website without the express written permission of filoufriends.com.
11. Copy of Contract
Filou Company nv keeps an electronic copy of your order as long as legally required. If you would like a printout of your order, you can print the order confirmation you received by e-mail after you have placed your order and your payment has been processed.
12. Applicable law - jurisdiction
All offers and agreements are governed exclusively by Belgian law, to the exclusion of the principles of conflicts of laws.
Any disputes relating to, or arising from, Filou Company offers, or contracts concluded with it, will be submitted to the competent court in Kortrijk (Belgium), unless a mandatory legal provision expressly designates another court as having jurisdiction.
13. Limitation of liability
The information on the website is of a general nature. The information is not adapted to personal or specific circumstances, and therefore cannot be considered as personal, professional or legal advice to the user.
Filou Company makes every effort to ensure that the information provided is complete, correct, accurate and up-to-date. Despite these efforts, inaccuracies may occur in the information provided. Should the information provided contain inaccuracies or if certain information on or via, the site is unavailable, Filou Company will make every effort to rectify this as soon as possible.
However, Filou Company cannot be held liable for any direct or indirect damage arising from the use of the information on this website.
If you notice any inaccuracies in the information provided on the website, please contact the website administrator.
The content of the site (including links) may be adapted, amened or supplemented at any time without prior notice or notification. Filou Company does not guarantee the proper functioning of the website and cannot be held liable in any way for a malfunctioning or temporary (un)availability of the website or for any form of damage, direct or indirect, that would result from accessing, or using, the website.
Under no circumstances can Filou Company be held liable to anyone, directly or indirectly, in any specific or other manner, for any damage resulting from the use of this site or any other site, in particular as a result of links or hyperlinks, including, without limitation, all losses, work interruptions, damage to programmes or other data on the computer system, or to the user's equipment, software or other property.
The website may contain hyperlinks to websites or pages of third parties, or refer to them indirectly. The inclusion of links to these websites or pages does not imply in any way an implicit approval of their content.
Filou Company expressly states that it has no control over the content or other features of these websites and can under no circumstances be held liable for their content or features or for any other form of damage resulting from their use.
14. Problems or complaints?
If you have a problem with an item or a complaint, please do not hesitate to contact us via info@filoufriends.com and we will do our best to assist you as soon as possible.
Alternatively, you may opt to use the European ODR platform (http://ec.europa.eu/odr) to submit your issue to the relevant authority and resolve the dispute in an alternative manner. To do this, you will need the email address info@filoufriends.com to initiate the procedure.
The platform can only be used if you live in the EU.