Questions about your order
When will my parcel be sent?
We ship your parcel within 1 to 2 working days. You will receive shipping confirmation from us when your parcel has left our premises.
My parcel is meant to be delivered today and I am not at home. What now?
No problem. Your parcel will be delivered to your neighbour. Are they not at home either? Then your parcel will be taken to a pickup parcel shop near you. This way you will have your parcel in your possession as quickly as possible and you can decide when you will pick it up.
The DPD driver will leave a note in your letterbox stating the address of the Pickup parcel shop and the time from when you can pick up the parcel. You will also
receive an email message from DPD when the parcel has arrived at the Pickup parcel shop.
Take your proof of identity with you when you pick up your parcel. You have 7 days to
pick it up otherwise it will be returned to us and there will be new shipping costs to send it to you again.
On www.dpd.be you can check the status of your parcel and you will find more information about our pickup parcel shops (locations, opening hours, etc.).
I have already placed my order, but I would like to add something to it. Is this possible?
No, that is not possible. In exceptional cases, we can be extra flexible and it might be possible. For this it is best to contact us by telephone at the following number:
Do I have a warranty on my Cleverclixx?
Has your Cleverclixx parcel been delivered and did you notice that it contains a damaged tile when opening it? We are very sorry to hear that, as we take the quality and safety of the tiles very seriously. Contact our customer service department and it will see what we can do for you.
Can I return my Cleverclixx?
Did you order it directly from us? Then this is certainly possible; please contact us at email@example.com.
Did you order it from a retailer? Then be sure to contact them. Returning an item is always possible if the return conditions are met, but you have to send it back to the company from which you bought it.
Can I track my parcel during the shipping process?
DPD always informs you in advance of the day your parcel will be delivered. Are you not available on that day? No problem, you can still make changes up to 1 hour before delivery! You can have the delivery time and address changed and your parcel:
- Taken to a Pickup parcel shop in the area
- Delivered on another day
- Delivered to a different address
- Stored in a safe place after
giving DPD permission to do so.
You will receive an email from DPD on the morning of the day of delivery, with a time slot of one hour in which the delivery will take place. You haven’t received it? Be sure to check your spam!
I have just placed an online order, but I havenot received an order confirmation. What now?
Don’t worry! In most cases, we have received your order and payment well. Have you already looked in your spam or unwanted mail? Sometimes emails end up there.
Have you checked everything and still received nothing? Mail us via firstname.lastname@example.org.
I have received the wrong product. What now?
Oh no! That was certainly not the intention. Of course, you would have preferred to receive
the product you ordered. You can send us an email at email@example.com with
your order number and a photo of the incorrect product.
We will then arrange for the return of the unwanted product and ensure that you have your ordered item at home as quickly as possible.
I see in the tracking that my order was delivered, but I have not received anything. What now?
Do not panic! Very often DPD gives your parcel to your neighbours or they put it in a
safe place around the house (behind a garbage can, under the carport, etc.)
If you have checked all of these options and you still have not received your parcel, it is
best to send us an email at firstname.lastname@example.org. Be sure to mention your order number in it.
We will immediately register it with DPD and resolve it for you as soon as possible.
My discount code doesn’t work. What now?
Via some smartphones, it is not possible to enter a discount code. Try a laptop or desktop computer. You can only use one discount code per order.
How can I pay and is my payment safe?
You can pay safely via
- PayPal (Visa/Mastercard)
- iDEAL (only for Dutch customers)
- Bank transfer. If you choose one of the first 3
options, your order will be processed in the same day.
- Klarna: pay afterwards
- Credit card
If you opt for a bank transfer, you must make the payment within 2 days. The parcel will only be sent when we have received the payment.