Shipping conditions
Our aim is to ensure that the items you order reach you as quickly as possible and in perfect condition!
We use high-quality packaging and pallets to the best of our knowledge to protect your goods during transportation.
If something should not be to your complete satisfaction during transportation, we would be very grateful if you could inform us so that we can continue to improve our quality level in this area for you.
Our standard delivery service is provided by our well-known parcel service or freight forwarding partners with free kerbside delivery for furniture deliveries. On request, you can also book our premium delivery service, which includes a delivery service to the point of use, including assembly and disposal of packaging and pallets on request. The premium service is completely free of charge within a radius of 150 km around Eupen and for goods worth 2000 euros or more. It is also possible for you, the customer, to collect the goods yourself. Read all about the costs and the various delivery options here.
Shipping costs
Here you will find our general shipping costs for the delivery service. Individual agreements with your seller or price details on your quotation replace these standard terms and conditions.
Self collection
Free of charge
Standard delivery service:
Parcel delivery service ( up to approx. 20kg and depending on parcel size )
Forwarding partner ( furniture and larger objects from approx. 20kg )
For the countries: BENELUX, DE, FR
Purchase under 250 Euro 9,50Euro
Purchase from 250 Euro free of charge
For the countries: CH, AT
Purchase under 500 Euro 19,50Euro
Purchase over 500 Euro free of charge
*With CH customs clearance and payment of VAT of 8.1% included in the WEBSHOP - for offers in the store or by e-mail this can be provided differently.
For the countries: ES, IT, PT
Purchase under 2000 Euro 175Euro
Purchase from 2000 Euro free of charge
For the countries: GB(EN), PL, HR, GR, the Balearic Islands & Corsica
Purchase under 3500 Euro 350Euro
Purchase from 3500 Euro 200Euro
*For GB (EN) customs clearance, import tax and payment of VAT of 20% included.
Delivery to other countries and outside mainland Europe on request. Please contact us: info@homestorys.com or from 10 to 18 o'clock under the number +32-87/840675
Premium delivery service
(with assembly & disposal of packaging material)
On request, we can organize a premium delivery with assembly for you throughout Europe.
Please contact us personally for a quote so that we can calculate the best possible price for your project: info@homestorys.com or from 10 to 18 o'clock under the number +32-87/840675
Important to know for each delivery service:
For the standard delivery service:
Please note that shipping can only take place after receipt of payment - particularly important to note when paying in advance (bank transfer) and by credit card.
Delivery generally takes place in the countries BENELUX, DE, FR and AT within 1-5 working days after dispatch of the goods, in other countries and on islands within 7-12 working days and outside mainland Europe after consultation with the service provider.
As soon as the shipment leaves our logistics center, you will receive an e-mail notification and a tracking number to track the shipment. If the delivery is made by our shipping partner, the delivery date will also be agreed with you before the delivery of furniture.
Delivery is "free kerbside", i.e. not automatically to the front door. You are responsible for transportation to your home (or to the place of use) and disposal of the packaging material including pallets, including any costs for disposal.
If delivery is not possible because you are not present at the specified and agreed delivery address at the time of delivery, a second delivery within 2 working days will be charged with at least 50.00 Euro and from 3 working days with at least 200.00 Euro. Any additional (return) transportation and/or administration costs will be charged separately.
When goods are received by a parcel delivery company or a forwarding agent, the delivery (pallet, parcel, ...) should be photographed from all sides, even if it is intact. Any damage to the packaging should be noted immediately on the carrier's receipt. In the case of visible damage, additional information on the delivery vehicle, driver and exact delivery time must also be recorded, if possible. This is the only way to ensure that the costs of transport damage are covered by the insurance company or, in the case of intact packages, that they can be exchanged by the manufacturer. In the event of damage, this enables a smooth and speedy settlement. If you discover obvious damage to the goods on delivery, you can refuse to accept the goods, stating the reason for the damage.
Please do not dispose of packaging, pallets and means of transportation until you are sure that it will no longer be necessary to take back the goods.
will be necessary. Items can only be returned in the original packaging in the event of damage or if the purchase is revoked.
Premium delivery service:
Once the goods have arrived at our warehouse, they will be dispatched following agreement and receipt of payment. If payment at the place of delivery by card has been agreed, please discuss this with the dispatcher when making the appointment and make sure that your credit or debit card is authorized for the agreed amount. Payments at the place of delivery by bank transfer are possible if the payment is made in the presence of the supplier, the payment is confirmed and you can provide the supplier with proof of payment. Cash payments are permitted under Belgian law up to a maximum amount of 3,000 euros per purchase.
Deliveries are usually made from Monday to Friday by our professional delivery team. Our dispatcher will agree the exact delivery date with you.
In this case, your furnishings will be delivered to your home at the intended installation location (it is your responsibility to check whether there is enough space in the entrance area, in passageways and in any stairwells and elevators - if in doubt, ask the salesperson or the dispatcher about the size of the packages). Your furniture will be professionally assembled by our fitters and the packaging disposed of. The electrical connection of lamps, wall assembly (of box furniture, ...) and the assembly of umbrellas and sails with concrete foundations to be constructed are generally excluded from this service.
The fitters will call you approx. 1-2 hours before their arrival (in the case of morning delivery, only shortly before delivery).
If delivery is not possible because you cannot be found at the specified and agreed delivery address or delivery is not possible due to local conditions, a second or each additional journey will be charged at a minimum of 200.00 euros. Different costs may be incurred depending on the distance, i.e. our kilometer rates may also apply here. If the goods cannot be delivered because the delivery route from the delivery vehicle to the point of use is not designed for transportation, you shall bear the costs for the unsuccessful delivery. Additional transportation, administration and material costs will be invoiced separately.
If additional aids (e.g. external elevator) are required for the delivery, this requires a separate agreement.
The additional costs for this are to be borne by you as the buyer.
In the event of visible damage to the goods, this must be documented immediately upon delivery so that a complaint can be accepted. By signing the delivery bill, you certify that the goods delivered by our fitters are in good condition.
Please do not dispose of packaging, pallets and means of transportation until you are sure that it will not be necessary to take back the goods. Items can only be returned in the original packaging in the event of damage or if the purchase is revoked.
Collection by the customer
Please indicate at the time of ordering whether you wish to collect the goods yourself. If you decide to do so at a later date, please inform our dispatch department at least 5 working days before the agreed delivery date.
If self-collection has been agreed, you will be notified by our scheduling department as soon as your goods are ready for collection. Collection is possible from Monday to Friday from 9:00 a.m. to 5:00 p.m., other times only by arrangement with our scheduling department.
You can contact them directly at delivery@homestorys.com.
Payment is always made in advance by bank transfer. If payment by card is agreed, please discuss this with the scheduler when making the appointment and make sure that your credit or debit card is authorized for the agreed amount. Payments by bank transfer are possible if the payment is made in the presence of the seller in the store, the payment is confirmed and the payment receipt can be printed out there. Cash payments are permitted under Belgian law up to a maximum amount of 3,000 euros per purchase.
Upon receipt of the goods, the delivery (pallet, parcel, etc.) must be photographed from all sides, even if it is or appears to be undamaged. Any damage must be noted immediately on the delivery bill. You can also inspect and unpack the goods on site. Once the goods have been accepted, we can no longer be held liable for transport damage. The transfer of risk is the provision of the goods at the loading ramp or in the warehouse.
General information:
Please inform us at least 5 working days before delivery of any short-notice cancellations or changes to the agreed delivery dates.
If you wish to withdraw from a purchase contract, this must be agreed in writing with your sales advisor (e-mail to info@homestorys.com or from 10 am to 6 pm on +32-87/840675). If you have already received the goods, they must arrive at our logistics center within 10 working days after notification and written confirmation of the withdrawal by our sales department. In this case, you as the customer bear the costs for the proper return of the goods in the original packaging.
If an item is ordered for you from the manufacturer according to your desired configuration and is manufactured there, the right of withdrawal and thus a return or cancellation of the order is excluded. Even if the delivery time is longer. If the delivery time is more than twice as long as stated at the time of purchase, you can clarify with your contact person in each individual case whether the manufacturer still has the organizational possibility to cancel your order if it is not yet in production.
We expressly point out that all information on the availability, dispatch or delivery of an item is only an estimate and an approximate guide. The information does not guarantee binding shipping and delivery dates. Any claims for damages due to late or non-delivery are therefore excluded.
The return of items in the event of a complaint (once the goods have been accepted on delivery) is generally only possible after prior written agreement with our service department, i.e. you must have written confirmation including a return slip before returning the goods. Deviating agreements and returns are not possible and will not be processed or refunded. A refund of the purchase price can only be made after receipt and inspection of the goods. If you have any questions about complaints and returns, you can contact us by e-mail at aftercare@homestorys.com or by telephone from 10 a.m. to 6 p.m. on +32-87/840675.
Irrespective of the return "complaint" or "revocation", the customer must only pay for any loss in value if this loss in value is due to handling of the goods that is not necessary for checking their condition, properties and functionality.
If you have general questions, you can send us an e-mail at any time to info@homestorys.com or call us from 10 a.m. to 6 p.m. on the number +32-87/840675 by phone.
We will be happy to help you and hope you enjoy your new furniture!
Your Homestories Team