We answered the most frequently asked questions about the practical operation of Atmooz here. Everything you need to know about ordering, shipping & returns, giftcards & discounts can be found here.
Your question was not answered? Then be sure to contact our customer service. We will be happy to help you!
Which payment methods are accepted?
Your online payment will be handled by the well-known, frequently used payment processor Mollie. Security guaranteed.
Can I get an invoice?
During the setup of your account we will check the validity of your company details.
What warranty does Atmooz offer on its products?
If you have any questions please contact us on email@example.com. We will search for an appropriate solution for you.
Where can I find the products of Atmooz?
Can I pick up my order?
Adress: Charrell Conceptstore, Vossendaal 10, 2440 Geel
Mon. – Sat. 10:00 AM – 6:00 PM, Sundays preferably between 1:00 and 2:00 PM and after 4:30 PM
Which countries does Atmooz ship to?
Individuals and businesses outside the EU can always contact us via firstname.lastname@example.org. We will provide a solution to meet your needs!
What is the cost of shipping?
BELGIUM – THE NETHERLANDS – LUXEMBOURG – FRANCE - GERMANY
- Purchase price > 100 euros = free shipping
- Purchase price < 100 euros = 9 euros in shipping fees
Rest of the EU
- Purchase price > 300 euros = free shipping
- Purchase price < 300 euros = 25 euros in shipping fees
How long does shipping take?
Your package will be shipped using DPD or DHL. The maximum shipping time for Belgium, the Netherlands and Luxembourg is 2 to 3 business days. For orders bound for the rest of the EU, the shipping time is 3 to 5 business days.
As soon as an order is given to DPD, an e-mail with a tracking code is sent out, so that you can track the order until it is delivered. If your order is shipped with DPD you will receive a link to track the delivery of your order. All packages are delivered to the front door of your house or the main entrance of an apartment building.
For shipment of larger items, the delivery will be selected on a country-by-country basis.
Can I track my order?
DPD ensures that, throughout the shipping process, you can check where your package is and can communicate any changes.
Caution: you will be given the option to have your package delivered to a DPD parcel shop, BUT not all packages can be routed to a DPD parcel shop. Only packages with a maximum length of 100 cm and a maximum weight of 20 kg can be accepted in a DPD parcel shop.
If you cannot be at home at the time of delivery, opt for:
1.A second delivery attempt at the same address.
2.Delivery on another address.
3.Authorize drop off: for example, under the carport or at the neighbors' house.
My order didn't arrive! Now what?
If you don’t find a note in your mailbox, be sure to contact our customer service department via email@example.com or at 014 39 48 88. We will locate your package for you.
Return - Right to cancel
Can I return my order?
You can return the item free of charge up to 14 days after the cancellation.
What do you need to do?
1.Send your communication (name and en order number) by email to firstname.lastname@example.org. You would really help us improve our service by adding the reason of your decision.
2.Then, we will get back to you with advice on the best return method for your package, and we will provide a suitable return label.
3.Preferably pack the goods in the original packing and use the returnlabel you have received from Atmooz .
4.All items are checked upon receipt. If everything is as it should be, you can expect a refund within 7 business days.
Are there costs associated with returns?
For returns from the rest of the EU, you will be charged a handling fee of 25.00 euros per package. For paid returns, the handling fee is automatically deducted from the refund.
What are the conditions for a full refund?
Preferably pack the goods in the original packing to prevent them from breaking during transportation.
The products must reach us whole, undamaged and unused.
My items are damaged or don't function properly. Now what?
Immediately after receiving the item, please contact our customer service department at email@example.com.
Send us as much information as possible, so that we can get a clear idea of the problem and offer a suitable solution.
- Photos of the packaging and the defect
- Description of the problem
- Invoice number
- Telephone number
It is also possible to return or exchange an item in the Charrell concept store in Geel. In that case, you should still start by following the procedure described above.
How and where do I use my Atmooz giftcard?
How long is the Atmooz giftcard valid?
Do I have to use the full amount of the giftcard at once? And what about the outstanding balance?
Can I use several giftcards together? Can you combine an Atmooz giftcard and a discountcode?
What can I do when I get an error message?
Does the right of withdrawal apply to Atmooz giftcards?
What happens if I want to return my purchase made with a gift card?
Where can I find a discount code?
How do I use a discount code?
What do I do if the discount code does not work?
- The code was not copied exactly: try cutting and pasting
- The conditions to benefit from the promotion were not met
- The promotion is no longer valid
- You did not click 'apply' after entering the code
If none of the above reasons is the cause, please send an email to firstname.lastname@example.org. We will be happy to handle the issue and provide you with a suitable solution.