Delivery Conditions

How much are the shipping costs / delivery costs / shipping costs?

Delivery in Belgium

FREE for all orders from €201 incl. VAT.

If your order amount is less than the amount stated above, the delivery costs depending on the weight of your products are as follows :

Shipping costs

Delivery outside Belgium 

For deliveries outside Belgium, the shipping costs will be communicated to you by our customer service when confirming your order.

What is the delivery time? When will my order be delivered ?

When you have placed an order, the delivery service will provide an estimate of the delivery time. 

More than 95% of orders placed on our site are delivered on time. 

The delivery time indicated applies as soon as we have received your payment and you have received the confirmation email from our customer service.

Orders placed from Friday (1pm) to Monday (8:59am) will only be processed and shipped from Monday (9am).

Delivery times

Belgium 

5 to 10 business days

Destinations in the EU

10 to 15 business days

Other destinations

15 to 25 business days

Do I need to be present to receive my order ?

It is strongly recommended that you be present if you have chosen a delivery to a specific address. 

In case of absence, the delivery person will drop off the package at a neighbor's house, at the reception or at a nearby relay point.

You will be informed of the status of your package by email and/or via a notice in your mailbox by the delivery person.

This way, you will know where to pick up your package or how to contact the chosen delivery service to arrange a new delivery.

If you are unable to be present at the time of delivery, we advise you to have your package delivered to a pick-up point.

Your package will be available there for several business days so you can pick it up at a time that is convenient for you.

Can I have my order delivered to an address other than my home ?

When you complete your order, you can enter a delivery address. 

It doesn't have to be the one at your home. 

You also have the option to add different addresses to the address book on your personal account on Confort At Home. 

You can then select the address of your choice when your next order is delivered.

You can also have your parcel delivered to a nearby parcel shop, pick-up point or parcel machine.

Can I choose the date on which my order will be delivered?

For the moment, it is not (yet) possible to choose a home or office delivery date. 

Delivery services usually deliver during office hours, which are between 9 a.m. and 5 p.m.

In the event of delivery to a pick-up point, a relay point or a parcel machine, you can choose when you will pick up the order. 

After delivery, you have about 5 working days to pick up your package.

How do I know when my package has been shipped ?

You will receive a confirmation email when your payment has been made and your package has been prepared. 

Once your package has been handed over to the delivery service, you will receive another confirmation email with a tracking code and a link to a page where you can track the status of your package. 

When you have received confirmation that your package has been prepared, it means that your package will be delivered within the expected delivery time.

Can I track the status of my package ?

As soon as your package has been shipped, you will receive a confirmation email with a tracking code allowing you to track your order. 

Don't have your tracking code anymore ? 

You can retrieve it through your email address via the contact form. 

The tracking code and the link to track the status of your package will be communicated to you.

I wasn't at home at the time of delivery. Where can I pick up my package ?

If you are absent at the time of delivery, you will be informed of the status of your package by email and/or by a notice in your mailbox.

This way, you will know where to pick up your package or how to contact the delivery service to arrange a new delivery.

The tracking code will give you more information regarding the status of your delivery.

If you no longer have your tracking code, you can retrieve it via our​ contact form.

The delivery time is longer than expected. What to do ?

Delivery in Belgium takes about 5-10 working days after receiving our shipping confirmation email. 

Si vous constatez que le délai de livraison est dépassé, prenez contact avec notre service client par courriel à l'adresse "contact@confortathome.com", via le contact form or our chat. We will be happy to help you.

I moved. How can I enter my new address ?

You can add, edit, or delete addresses in your address book. The changes you make will be taken into account in your next order.

Can I refuse a package ? 

If you have not been able to cancel your order in time, you have the option of exercising your right of withdrawal for 15 days.

Delivery to an address of my choice

You can refuse a package by informing the delivery service driver and not signing the delivery note.

You are not required to provide an explanation. 

The delivery person will return the package to Confort At Home.

If you receive the package and wish to exercise your right of withdrawal, the products must meet the return conditions.

If this is not the case, we will not be able to provide any refund.

If the delivery person believes that your delivery address is not correct, this will be mentioned on the "track & trace" page of your parcel.

Dès que vous en prenez connaissance, veuillez contacter notre service client par téléphone, via leAs soon as you become aware of it, please contact our customer service by phone, via the contact form or by chat on our site.

We can only change addresses if they are in the same destination country.

If we do not have the necessary information, the package will be sent back to Confort At Home due to incorrect information.

In this case, Confort At Home may charge an additional administrative fee of €15.95.

Delivery to a pick-up point or parcel distributor

Simply leave your package at the pick-up point and do not sign the delivery note.

The delivery service will then return the uncollected packages.

You will be refunded as soon as the return has been confirmed by the delivery service, if the products meet the return conditions.

I entered the wrong address. What to do ?

If you have not yet received a confirmation email that your package has been prepared, you can contact our customer service team by email at " contact form or our chat.

We may change the shipping address before your package is shipped.

If you have already received a confirmation email that your package has been prepared, please follow these steps :

Bpost delivery to your home or office

If the courier believes that your delivery address is incorrect, it cannot be changed.

The package will be sent back to Confort At Home due to incorrect information.

In this case, Confort At Home may charge an additional administrative fee of €15.95.

Delivery to a pick-up point or parcel distributor

If you would like your parcel to be delivered to a different pick-up point than the one provided during the order, please contact the service desk of the pick-up point as soon as possible.

Once you have received a confirmation email that your order has been prepared, you can no longer change the pick-up point.

My package is damaged. What to do ?

If the quality of your package at the time of delivery leaves something to be desired (torn, folded, wet package, etc.), it is preferable to refuse it directly, which you can do by not signing the delivery note.

The delivery person will keep the package and then send it back to Confort At Home.

We will arrange a new shipment.

Did you notice the damage right after receiving the package ?

Take photos of the package (exterior and interior), damaged products, and your purchase order. 

In order to be able to offer an effective response, we ask you to send the photos to customer service within 3 days of receiving the package. 

Vous pouvez contacter le service client par courriel à l'adresse "contact@confortathome.com", via le contact form or our chat. 

Also make sure to include the order number in your email.

My package has not been delivered. What to do ?

It is possible that you missed the delivery man's visit. Delivery services only deliver once to the address provided.

In case of absence, you will be informed of the status of your package by email and/or by a notice in your mailbox.

This way, you will know where to pick up your package or how to contact the delivery service to arrange a new delivery.

The tracking code will give you more information regarding the status of your delivery.

If you no longer have your tracking code, you can retrieve it via our​ contact form.

When you place your order, an estimated delivery time is always indicated. 

A delivery in Belgium takes about 5 to 10 working days after receiving our shipping confirmation email.

Si vous constatez que le délai de livraison est dépassé, contactez notre service client par courriel à l'adresse "contact@confortathome.com", via le contact form or our chat. 

We will be happy to help you.