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Terms of service
1. Identity of the business
Ter Hof BV
Dieudonné Lefèvrestraat 4
1020 Brussels
Belgium
Telephone: +32 (0)475 52 51 97
E-mail: contact@elisabeth.be
Company number / VAT number: BE 0472.526.392
Trade name: Elisabeth
2. Our products
Elisabeth takes due care over the description and presentation of its products. Images on the webshop are for illustration purposes. Minor differences in colour, shape, finish or presentation may occur.
Our products are made by hand. As a result, certain visual characteristics may differ between individual products without this affecting the quality or conformity of the product.
Elisabeth reserves the right to change its range, the composition and the availability of its products.
3. Prices
All prices are expressed in euros and include VAT, unless expressly stated otherwise.
The applicable price is the price shown on the webshop at the time of ordering.
Any shipping costs are stated separately during the ordering process. The total amount you owe, including applicable taxes and shipping costs, is displayed before you place the order.
4. Shipping costs
The current shipping costs are displayed during the ordering process. At the time of publication, the following rates apply:
| Zone | Price | Delivery time | Free from |
|---|---|---|---|
| Belgium | €5.95 | 1 – 3 working days | €55.00 |
| Netherlands & Luxembourg | €7.95 | 2 – 4 working days | €75.00 |
| France & Germany | €9.95 | 2 – 4 working days | €100.00 |
| Rest of the EU | €12.95 | 3 – 6 working days | Not available |
The stated shipping costs may change. The shipping costs that apply to your order are always displayed before you complete the order.
5. Ordering and payment
An order is placed through the Elisabeth webshop. You are responsible for providing the correct and complete information necessary for processing and delivering your order.
The available payment methods are displayed during the ordering process.
The order is processed once the payment has been correctly confirmed.
Elisabeth reserves the right to refuse or cancel an order where there is, for example, an obvious pricing error, a technical error, insufficient availability of a product or a suspicion of fraudulent use.
If an order that has already been paid for cannot be fulfilled, the amount paid for it will be refunded.
6. Delivery
Orders are delivered to the address you provided during the ordering process.
The stated delivery times are indicative, unless a specific delivery date or period has expressly been agreed.
We do our best to ship your order within the stated period. Delays caused by the carrier, exceptional weather conditions, customs formalities or other circumstances beyond our reasonable control cannot always be avoided.
The statutory rights of the consumer in the event of late delivery always continue to apply.
Where Elisabeth offers or chooses the carrier, the risk of loss or damage to the goods remains with Elisabeth until the moment you, or a third party designated by you who is not the carrier, physically take possession of the goods.
7. Chocolate and warm temperatures
Our chocolate is sensitive to heat. At high outdoor temperatures, Elisabeth may decide not to ship an order for the time being, in order to protect the quality of the products.
When weather conditions do not allow safe shipping, shipping may be temporarily postponed. If this is the case, we will inform you of this where possible.
We recommend choosing a delivery time when someone is present to receive the order.
8. Right of withdrawal and returns
Food products
For products that, by their nature, spoil quickly or have a limited shelf life, the statutory 14-day right of withdrawal does not apply.
This means that such products cannot be returned merely because, after purchasing the order, you wish to withdraw.
This does not affect your statutory rights where a product is not in conformity, was delivered damaged or does not correspond to your order.
Other products
If Elisabeth offers products to which the statutory right of withdrawal does apply, you, as a consumer, have in principle the right to withdraw from the contract without giving any reason within 14 days of receiving the goods, subject to the statutory exceptions.
If you exercise the right of withdrawal, the statutory conditions and time limits for returning and refunding the products concerned apply.
9. Problems with your order
Is your order damaged, wrongly delivered, or does a product show a quality or conformity problem? Please contact us as soon as possible at contact@elisabeth.be.
For prompt handling, we ask that you, if possible, contact us within 48 hours of delivery and include clear photos of the product and the packaging.
This 48-hour period in no way limits your statutory rights.
After assessing the situation, we will look for an appropriate solution, depending on the circumstances and the applicable statutory provisions. This may, for example, be a replacement, a refund or another appropriate solution.
10. Statutory warranty
As a consumer, you benefit from the statutory warranty that applies under the applicable consumer law.
For consumer goods, a statutory warranty of at least two years from delivery applies in principle in the EU. This warranty protects you when a product is not in conformity with the contract, for example when it does not correspond to what was ordered or does not have the properties that you could reasonably expect.
The statutory warranty cannot be limited or excluded by these terms and conditions.
In the event of a defect, we ask you to contact us as soon as possible. For food products, the assessment will of course take into account the nature, shelf life and storage conditions of the product.
11. Cancellation
You may request to cancel your order as long as it has not yet been processed or shipped.
For fresh or perishable products, cancellation after the order has been processed may no longer be possible, given the nature of these products.
Where cancellation is no longer possible, we will inform you of this. This does not affect any statutory rights to which you are entitled as a consumer.
12. Personal data
When placing an order, we ask for personal data that is necessary to process your order, carry out the payment and deliver the order.
Elisabeth treats your personal data confidentially and processes it in accordance with the applicable privacy legislation, including the General Data Protection Regulation (GDPR).
Your personal data is not sold.
For more information about the processing of your personal data, we refer you to our Privacy Policy.
13. Intellectual property
All texts, photos, images, logos, designs, trade names and other content on the Elisabeth webshop are protected by applicable intellectual property legislation.
It is not permitted to copy, reproduce, distribute or commercially use this content without prior written permission.
14. Liability
Elisabeth strives to keep the webshop and the information offered on it as correct and up to date as possible.
Obvious writing, pricing or technical errors may be corrected.
Elisabeth cannot be held liable for temporary interruptions or technical failures of the webshop where these are the result of circumstances beyond its reasonable control.
No provision of these terms and conditions is intended to exclude or limit the statutory rights of the consumer.
15. Force majeure
Elisabeth cannot be held liable for delay or non-performance of its obligations where this is the result of circumstances that are reasonably beyond its control.
Force majeure may include, among other things: strikes, accidents, fire, exceptional weather conditions, power failures, failures in communication or IT systems, problems at carriers, late delivery by suppliers and other circumstances that make performance of the contract reasonably impossible or considerably more difficult.
Where a situation of force majeure is temporary, Elisabeth may suspend the performance of its obligations for as long as the situation continues.
Where performance becomes permanently impossible, Elisabeth and the consumer may terminate the contract in accordance with the applicable statutory provisions.
16. Complaints
Do you have a question, problem or complaint about an order? Then please contact us first via:
contact@elisabeth.be
+32 (0)475 52 51 97
We try to handle every complaint as quickly as possible and to look for an appropriate solution together with you.
17. Applicable law
Belgian law applies to these terms and conditions and to the contracts between Elisabeth and the consumer.
This does not affect the mandatory consumer protection that applies in the country where the consumer lives.
Disputes will be submitted to the competent courts in accordance with the applicable statutory rules.
18. Changes to these terms and conditions
Elisabeth may amend these terms and conditions from time to time. The version that applies to your order is the version available at the time you place the order.
The most recent version of these terms and conditions is always available on this page.
19. Contact
For questions about these terms and conditions, you can contact us:
Ter Hof BV – Elisabeth
Dieudonné Lefèvrestraat 4
1020 Brussels
Belgium
Telephone: +32 (0)475 52 51 97
E-mail: contact@elisabeth.be
VAT number: BE 0472.526.392