FAQs

 

A few answers to questions you may have.

 

What does Hausmerk mean?

The name Hausmerk is derived from ‘huismerk’, which is the Dutch word for private label. If you translate it literally it also means 'home brand'.

 

Where are your products manufactured?

Hausmerk feels right at home in Belgium so that’s why we source all our products locally. Not only to reduce our carbon footprint but mainly because it allows us to use the knowhow of local craftsmen who work with noble first class materials.

 

Where do you ship to exactly?

We deliver primarily within the EU but we also ship to the USA and Canada. In case your country isn't one of our current shipping destinations, please contact us at info@hausmerk.com.

You can have your order delivered to your work address if this is more convenient for you. Unfortunately we cannot deliver to a PO Box address and during holidays orders are not shipped nor delivered.

 

Will I be charged customs or import duties in my home country?

Perhaps. Items shipped to countries outside of the EU may be subject to taxes and customs duties, levied by the destination country. You will have to pay these charges. Unfortunately, we have no control over the charges and cannot inform you what they will be. For more information about this topic, please contact your local customs office for further information.

 

When will I receive my order?

All orders placed on www.hausmerk.com are processed once a week and we aim to dispatch them within the estimated lead-times mentioned in the product description. Once dispatched you should receive the goods within 1-3 working days in Belgium and 7-10 working days for other EU destinations.


Can I cancel my order?

Yes, it is possible to cancel your order within 24 hours after receiving the order confirmation. You can contact us at info@hausmerk.com. Please note that we cannot cancel an order once it has been sent from our warehouse.

 

Can I return my purchase?

There may be occasions where you feel it’s necessary to return an item. If so, please do contact us at info@hausmerk.com within 14 days of receipt and let us know why you would like to return the item. Please do not send any item back until you have contacted us first. No refunds or exchanges will be made for items returned without prior communication and agreement by us.

Please read our Terms & Conditions carefully regarding our return policy.

 

What if there is something wrong with my product?

In case the product is faulty, please contact us at info@hausmerk.com within 3 days of receipt. If possible, please describe the problem and send us some images.

 

Oops, that’s not what I’ve ordered, what now?

Sorry for that! Please contact us at info@hausmerk.com within 3 days of receipt and we will get back to you as soon as possible.

 

What payment methods do you accept?

All credit card transactions will be conducted securely via STRIPE. We accept MasterCard, Maestro, Visa, Diners Club, JCB and Discover.

Customers living in Belgium and The Netherlands will be able to make a secure online payment with their own bank using Bancontact/Mister Cash and iDEAL.

 

What if I don’t have a credit card?

Don’t worry, when checking out you will also have the option to make a payment via bank transfer. The only requirement is that you have a European bank account. Just follow the checkout process and select Bank Transfer as your method of payment.

 

Do your prices include VAT?

Yes, our prices (indicated in EURO) are inclusive of Belgian VAT, which is 21%. Please note that the shipping costs are not included in the unit price of each product and will be charged separately on each order.

 

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