Frequently Asked Questions (FAQ)
FAQ Index
Registraion
Why should I register?
I forgot my password. What do I do now?
Ordering
what if a product is not available?
Do you have a shop that I can visit?
I bought a product on promotion, but it is out of stock. What happens now?
Payment
What payment methods can I use?
Is it safe to buy online?
What is iDeal?
I have a Dutch bank account, but still I can't pay with iDeal. Why is that?
I have questions about iDeal and I don't find the answers here!
Shipment
when will I receive my order?
How can I trace my package?
Can I pick up my package in person?
There is something wrong with my package!
Registration
Q: Why should I register?
A: Making an account at LoungeAvenue is important to guarantee a successful delivery. Also you can choose to keep abreast of key promotions and offers. Data are in no way shared with third parties.
Q: I forgot my password. What do I do now?
A: You can easily change your password on this page: click here. In the "forgot your password" section, fill in the email address you registered with and click on "request a new password". A random temporary password will be mailed to that email address. Using that password, you will be asked to set a new password for your account.
Ordering
Q: What if a product is not available?
A: If a product is no longer in stock, you will be notified via email. If this product is part of an order, then the order will be delivered as soon as all of your order is in stock, unless otherwise required by you. It is also possible we offer you an alternative product in a different color/model.
Q: Do you have a shop that I can visit?
A: You can visit us at our offices, where we also have a showroom: Uilenbaan 148b, 2160 Wommelgem, Belgium. Is this too far for you, then we can provide you the address of a shop in your area that sells the same article too.
Q: I bought a product on promotion, but it is out of stock. What happens now?
A: Usually promotions are limited by availability of the product in our stock or by a date range, whatever comes first! This means that if you bought a product on promotion and it is out of stock, your order will be canceled and you will have the right to choose to get a full refund or to get a credit in the form of a coupon.
This is very rare to happen as we will stop the promotion as soon as the stock is empty. For this exact reason we recommend you to buy the product you are interested in as soon as you can.
In case that you bought a product on promotion that was reported to be out of stock, and you notice after a while that it is in stock again, you have the right to buy the product for the promotional price, even if the promotion is no longer available. Please note that this is only applicable if you bought the product during the promotion period. Please also note that this is applicable only for the exact same product. It will not apply for newer versions of a product. To fulfill this right, you must supply proof of purchase of the product during our Promotion period.
Payment
Q: What payment methods can I use?
A: LoungeAvenue works with Visa, American Express, MasterCard, Bancontact/Mister Cash, Paypal,Billy and iDeal. All transactions are processed and secured by Ogone (www.ogone.com).
Q: Is it safe to buy online?
A: Our transactions are 100% encrypted and securely transferred via the web for verification by Ogone (www.ogone.com), worldwide known and respected provider of internet transactions.
Q: what is iDeal?
A: iDeal is one of the most commonly used online payment solutions in the Netherlands. It allows you to pay us by means of a bank transfer. But, unlike a traditional bank transfer where we receive the payment in 3-4 days, with iDeal we get an immediate confirmation and we can start processing your order on the spot.
iDeal is available only for customers with a Dutch bank account. Participating banks are ABN AMRO, ABN AMRO (previously Fortis Bank NL), ASN Bank, Friesland Bank, ING, Rabobank, SNS Bank, SNS Regio Bank or Triodos Bank.
Q: I have a Dutch bank account, but still I can't pay with iDeal. Why is that?
A: To be able to use iDeal, you also need to have your online banking activated. To do that, please contact your own bank. For more Questions & Answers about iDeal, please click here.
Q: I have questions about iDeal and I can't find the answers here!
A: For more Questions & Answers about iDeal, please click here.
Shipment
Q: When will I receive my order?
A: We process your order the moment you have made it on our website. Delivery time depends greatly on the country we are shipping to:
Benelux: within 2 days
EU countries: 3-5 business days
Rest of Europe: 4-10 business days
Rest of the World: 5-16 business days
You can always track the status of your package at www.tracktrace.nl with the track & trace code you received from us (see next Q).
If this is not possible you can contact us via customercare@loungeavenue.com or via telephone: +32 (0)3 324 50 24.
It is possible you don't receive your order for alternative reasons, such as out of stock or not yet delivered by the manufacturer. In any case we will always notify you, and we will do the best we can to satisfy you 100% as a customer.
Q: How can I trace my package?
A: After we process and ship your product, we will send you an email notification with a tracking code. You can use this code here: www.tracktrace.nl. That way you can easily see where your package is at that moment.
Q: Can I pick up my package in person?
A: When ordering, you have the option to mark as shipping: "pick up from office." Then, You can pick up your order in person, at our showroom, on monday to thursday from 9am till 5pm, and on friday from 9am till 3pm. Our Address: Uilenbaan 148b - 2160 Wommelgem - Belgium.
Q: There is something wrong with my package!
A: If upon receipt your product is damaged (DOA), we kindly ask you to send it back to us within 14 calendar days after receipt, accompanied by the original invoice. This way we can exchange the product as soon as possible. To read more about our Return Policy, click here.
We're only people, so incorrect deliveries are a possibility. Should this be the case, please contact our logistics via walter@loungeavenue.com, so he can make the necessary arrangements.
Any more questions? E-mail us: customercare@loungeavenue.com
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