Shipping policy
1. Processing Delivery Times
We aim to process and dispatch your items within 2-3 working days after receiving an order and the corresponding payment, or in the case of a bank transfer after the receipt of payment. Orders are not processed, shipped and/or delivered on public holidays or weekends.
Delivery times are the times we normally observe, these are without guarantee and not binding. In case of exceeded delivery times Familymatic.lu is not obliged and will not refund shipping costs, nor cancel the order made.
2. Shipping Rates
The applicable shipping rates will be indicated during the checkout process according to the delivery address you provided.
Our continental shipping rates (excluding overseas territories):
|
|
Standard shipping (orders under 120€) |
Reduced shipping (spend 120€ or more) |
Carrier |
|
Luxembourg |
14.34€ |
free shipping |
Post Luxembourg |
|
Belgium |
37,74€ |
23,84€ |
UPS/DPD |
|
France |
37,74€ |
23,84€ |
UPS/DPD |
|
Germany |
37,74€ |
23,84€ |
UPS/DPD |
|
Netherlands |
37,74€ |
23,84€ |
UPS/DPD |
| Other countries |
Please contact us |
All shipping rates including VAT, contact us for shipping rates to countries not listed above.
Familymatic.lu or our shipping carrier will use all reasonable efforts to deliver the order to the delivery address within the expected delivery estimates. If we are experiencing a high volume of orders or other unforeseen circumstances, shipments may be delayed. Please allow additional days in transit for delivery.
3. Damaged, Incomplete, Lost or Incorrectly delivered Products
You must inform our customer service as soon as possible (within 24 hours when having received the order) by e-mail, telephone or through the contact page on Familymatic.lu, if you:
- receive your order in a damaged or incomplete state,
- receive products that you did not order,
- or did not receive your order, in a timely manner.
In such cases, we will decide how to deal with the matter at hand. You must always inform us in the aforementioned situation(s) and wait for our instructions.
If you return one or more products at your own costs, without first contacting and awaiting our instructions, you cannot claim the shipping costs you have paid when ordering the product (nor hold us responsible for the return shipment that took place without our prior instructions).
In order to keep your satisfaction high, we will provide a suitable solution for you as quickly as possible. If the order has been lost during transport or if you claim not to have received the order (even if this appears from the tracking information), we will initiate an investigation procedure with the relevant shipping carrier. Usually we first wait for this investigation procedure and if the shipment is indeed declares lost by the shipping carrier, a new product will be sent to you or the purchase price will be refunded to you. You agree to fully cooperate with our shipping carrier in executing its investigation.
The risk of damage and/or loss of the shipment lies with Familymatic.lu up to the moment of delivery of the order to the delivery address, unless agreed otherwise. In case anything goes wrong with the shipment of an order due to an error in the delivery address made by the buyer, Familymatic.lu cannot be held responsible for the (partial) loss of the shipment.
4. Need Help?
If you have any questions about the shipment of your order, you are welcome to contact us using the information below. You can contact us at any time by e-mail or by phone from Mon to Friday 09:00h-17:00h, CET.
Phone: +(352)2665 4000
E-mail: info@familymatic.lu
FR - Si vous avez des questions concernant ces conditions, merci de nous contacter.
DE - Für Fragen zu unseren Geschäftsbedingungen stehen wir Ihnen gerne zur Verfügung.
LU - Wann Dir Froen hutt zu dësen Konditiounen kennt Dir eis gären kontaktéieren.
Version: 01/03/2023