Customer service

Do you have a question? We are happy to help you.

Order

Your order will be processed as soon as:the payment has been received correctly (for webshop orders).

or for professional customers: according to the agreed billing conditions.

Delivery & shipping

Delivery time

The delivery period that Deprez nv communicates to the customer is indicative and not binding. Any delay does not give any right to compensation, cancellation or refusal of delivery. This provision does not affect statutory consumer protection.

If exceptionally one binding delivery term was agreed (in accordance with art. 1.3.), the customer can cancel the order if the actual delivery exceeds 30 calendar days later takes place on the scheduled date. Any advances already paid will then be refunded. Consumer rights always remain applicable.

Delivery method

Unless otherwise agreed in writing, delivery will take place ex works from the warehouse of Deprez nv in Anzegem.

Transport is at the risk and expense of the customer, except for consumers, where the legal provisions apply.

Deprez nv can rely on subcontractors for maintenance and repair services.

Shipping costs

Free shipping within Belgium, the Netherlands and Luxembourg from €100.

Free collection at our collection points.

Below this amount, standard shipping costs will be charged.

PostNL - our shipping partner

Viva Sara ships all packages via PostNL.

PostNL is coming one time by for delivery. If you are absent, you will receive a collection message with information about where and when you can collect your package.

More information can be found on the PostNL website:

https://www.postnl.be/contact/niet-thuis-bij-bezorging/niemand-thuis-bij-bezorging/

Returns & exchanges

Consumers who order via the webshop have the right to cancel the purchase within 14 calendar days without giving reasons.

Start of the term

The 14-day period starts on the day on which:

the customer (or a third party, other than the carrier) physically receives the product, or

for partial deliveries: the customer receives the last part.

How to revoke?

The customer must send an email to Deprez nv within this period unequivocal statement inform,

per registered letter or email (info@vivasara.be).

The statement must be sent in a timely manner and can be formulated as follows:

“I hereby inform you that I revoke our agreement regarding the sale of the following goods (X), ordered on (X), received on (X), with order number (X).

Name – Address – Signature – Date

Refund

Deprez nv will refund all amounts already received, including standard shipping costs 14 days after receipt of the declaration of revocation.

Additional costs due to a more expensive shipping method chosen by the customer will not be reimbursed.

Deprez nv may wait with repayment until:

the goods have been received back, or

the customer proves that they have been shipped.

Returning the goods

The customer must receive the products within 14 days after the revocation statement, return it to the address of Deprez nv.

The costs for returning are borne by the customer.

The customer is liable for depreciation resulting from use that goes beyond what is necessary to assess the nature, characteristics and operation of the product.