Shipping & returns
HOUSE OF TILIA – SHIPPING AND RETURNS
House of Tilia ships your goods within 3 working days (Monday-Friday). When your order is placed during the weekend or on a holiday, the 3 days start counting on the next working day. In case you payed by bank transfer, the money needs to be received by House of Tilia before shipment can take place. If for any reason there might be a delay in shipment, you will be notified by mail or this will be clearly stated on the website landing page. We cannot accept responsibility for late deliveries due to circumstances outside of our control (ex. due to the carrier).
We strive for the shortest possible delivery period. The delivery period is a minimum of 1 working day and a maximum of 30 days after receipt of the payment for delivery in Belgium and a minimum of 2 working days and a maximum of 30 days in other countries.
Shipping costs are separately calculated when checking out, and depend on the weight and/or measurements of the products. House of Tilia maintains the right to adjust shipping costs when needed.
Non-Collection of goods
House of Tilia is not responsible for goods that were not collected by the buyer after attempt of delivery at the given address. Goods that were not collected will be returned to House of Tilia, and those shipment costs will be charged to the buyer. In case of an erroneous address, the responsibility and possible costs are also for the buyer.
It is very important that the buyer inspects the goods and their packaging upon reception. It is possible that the goods were damaged during transport, and this must be communicated to the transporter. The buyer immediately needs to inform us of the damage, with photographic proof. When it is clear the goods were damaged during transport, House of Tilia will refund or replace (in case of sufficient stock) the damaged ware free of cost.
14 days to return - right of renunciation
House of Tilia gives very explicit product descriptions and photographs to ensure you make a well informed buy. However, if the product(s) is/are not in line with your expectation, you have the right to return it/them within 14 calendar days after reception of the goods (starts counting the day after reception) without penalty and without giving reasons in accordance with articles VI 47-52 of the Belgian Code of Economic Law. Broken, used or damaged goods will not be refunded. If you have not contacted us within those 14 days, return and refund are no longer possible.
How to return?
STEP 1/ Inform us about your wish to return (a) product(s) and be refunded. Send us an email at firstname.lastname@example.org, clearly stating your name, account number, and the product(s) you wish to return. To correctly and quickly use your right of renunciation, you can, if desired, complete the withdrawal form. The model withdrawal form can be downloaded here.
STEP 2/ Pack the goods carefully, unused and with original packaging if this is how you received them. Label and send the package to the following address through your local post office transportation charges prepaid:
House of Tilia
STEP 3/ Once we have received and checked the returned goods, House of Tilia will refund the product on the account number given by you within the 14 days.
Goods that have been damaged, broken or clearly used can not be returned nor refunded.