FAQ

 

 

Shipping Prices & Information

 

All orders are shipped by Bpost or by DPD depending on availability in the country shipped to. Your package is fully tracked until it arrives at its destination. Due to courier restrictions and the risk of credit card fraud we can not deliver to P.O. Boxes. We will not be liable for any loss, damage, cost or expense related to any delay in shipment or delivery.

Shipping costs will not be refunded for uncollected or rejected items.

​​Shipping rates depend on the country of destination:

They also differ per product, depending on size and weight. The correct shipping costs will automatically be included in the total amount charged.

Belgium:

For orders up to 20 kgs: Home delivery = 5,65€; Pickup Point delivery: 4,15€

For orders over 100€: Shipment free of charge unless otherwise specified*

Germany, Netherlands:

For orders up to 20 kgs: Home delivery = 8€; Pickup Point delivery: 6€

For orders over 200€: Shipment free of charge unless otherwise specified*

France: 

For orders up to 20 kgs: Home delivery = 11,25€; Pickup Point delivery: 9,25€

For orders over 200€: Shipment free of charge unless otherwise specified*

United Kingdom:

For orders up to 20 kgs: Home delivery = 12€; Pickup Point delivery: 9,5€

For orders over 200€: Shipment free of charge unless otherwise specified*

Danemark: 

For orders up to 20 kgs: Home delivery = 15€; Pickup Point delivery: 12,5€

For orders over 200€: Shipment free of charge unless otherwise specified*

Austria:

For orders up to 20 kgs: Home delivery = 14€; Pickup Point delivery: 9,9€

For orders over 200€: Shipping rate = 5€ unless otherwise specified*

Sweden:

For orders up to 20 kgs: Home delivery = 18€

For orders over 200€: Shipment free of charge unless otherwise specified*

Spain:

For orders up to 3 kgs: Home delivery = 11€; 3 to 9kgs = 14€

For orders over 200€: Shipping rate = 5€ unless otherwise specified*

Portugal: 

For orders up to 2 kgs: Home delivery = 11€;  2 to 5 kgs = 15€; 5 to 14 kgs= 20€ 

For orders over 250€: Shipping rate = 5€ unless otherwise specified*

Ireland, Italy:

For orders up to 20 kgs: Home delivery = 16€

For orders over 200€: Shipping rate = 5€ unless otherwise specified*

Luxemburg:

For orders up to 20 kgs: Home delivery = 9€

For orders over 200€: Shipment free of charge unless otherwise specified*

For delivery to another country, please contact us at info@ocasa.co for price.

You will get an email notification when your order has been shipped, with your parcel tracking number.

Delivery time:

Belgium: 1-3 work days

Rest of Europe: 2-7 work days

*Bulky goods will be shipped with a special carrier, freight cost will be different and depend on the country. 

Bulky goods:

When ordering furniture or larger goods, they will be shipped with a special carrier straight to your home within the EU.

You will receive an email with an estimated day of arrival. In this email, you will find the possibility to contact the carrier in order to select a day of delivery. You will be kept up-to-date about the status of your parcel. If you happen to not be home at the agreed time of delivery, and depending on your country, you will either have the possibility to reschedule a delivery, or the package will be delivered at the nearest parcelshop.

Please notice: Additional lead time must be expected​ with bulky items

Bulky freight cost: 

For delivery in Belgium: 26,5€

For delivery in Germany, France, Netherlands, Luxemburg: 34,50€

For delivery in Danemark, United Kingdom, Italy and Austria: 39,50€

For delivery in Spain, Portugal and Sweden: 47,50€

 

 

​Easy Returns & Exchanges

 

You have the right to return your ordered products within 14 days of receiving the products, given that the product is unused and in its original condition. In case of exchange or return, you will pay for the return shipping, and we will not refund any shipment or payment costs. In case of a quality claim due to a damaged or faulty product, we will replace the product free of charge (upon availability) or refund what you have paid, including the shipping cost. Please provide us with documentation for your expenses. We follow Belgian laws in case of returns and disputes.

Notify us by email within 14 days of receiving your order, that you want to return or exchange something. Please Contact us on e-mail: info@ocasa.co. You should then download and fill out the return form that you will find at the bottom of this paragraph and send it along with your items and the original packaging back to us within 10 days after sending us the email.

You will receive your refund within 14 days after we receive the item. The refund will be paid back to the credit card used to pay for the order.

The items are your responsibility until they reach us. Please ensure you pack the return safely to prevent (any further) damage to the product. And please keep receipts and tracking codes as a proof of sending the items back.

​Please note that returns are accepted on all items except sale items.

Return address: Ocasa, Avenue de l’Hippodrome 149, 1050 Brussels, BELGIUM

Download Return Slip clicking on this link

 

Quality Claims

 

If you need to make a claim regarding your Ocasa product purchased at ocasa.co due to a flaw in its quality, please contact us at info@ocasa.co. We will evaluate the defect and try to help you. Claim rights do not apply to defects caused by wear and tear or incorrect usage. To verify that the product was bought at ocasa.co we ask you to always present the original purchase receipt or the web order number in case of a claim. If you contact us by email, please explain the reason for your claim and send along high quality images of the defect plus your web order number or a scan or photo of your receipt.

If we approve your claim, you can either have a new product sent, a discount or return the product for a refund. This will be decided from case to case.

If you send back damaged or faulty items please fill out the return form that you can find in the FAQ section. Send it along with the items you wish to return.

If your claim is valid we will of course cover your shipping expenses for returning the item to us. Please provide us with documentation for your expenses.

The items are your responsibility until they reach us. Please ensure you pack the return safely to prevent (any further) damage to the products or boxes. And please keep receipts and tracking codes as a proof of sending the items back.

We follow Belgian consumer laws in claim cases.

 

 

Tracking Your Order

 

​Once your package is shipped we will send you an email with a tracking number for the package.

 

100% Secure Ordering

 

We currently accept Visa, MasterCard, Bancontact and IDEAL payments.

We use Stripe for our transactions. All transactions are SSL (Secure Socket Layer) protected. Your information are securely transmitted during the processing of all payments. Stripe is a PCI Service Provider Level 1 which is the highest grade of payment processing security. You can rest assured that your information is safe and secure. All credit card numbers are encrypted and safely stored in Stripe’s state of the art data-center. This ensures both the security and integrity of your information. We do not store any credit card data.

 

 

Privacy Policy

 

Protecting your privacy is important to us. We strive to keep your personal information confidential. We will never sell, loan, rent or distribute any personal information to third parties under any circumstance.

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