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Frequently Asked Questions

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!

Ordering

Which payment methods are accepted?
You can pay using Bancontact, Maestro, Visa, Mastercard or PayPal.

Your online payment will be handled by the well-known, frequently used payment processor Mollie. Security guaranteed.
Can I get an invoice?
Both individuals en businesses automatically receive an invoice via e-mail when their products are shipped.

During the setup of your account we will check the validity of your company details.
What warranty does Atmooz offer on its products?
Atmooz provides a 2-year warranty on all products. This warranty is not valid in case of intentional damage, neglect or improper use. General wear and tear are not covered.

If you have any questions please contact us on hello@atmooz.com. We will search for an appropriate solution for you.
Where can I find the products of Atmooz?
You can find the products of Atmooz in the Charrell Concept store in Geel.

Shipping

Can I pick up my order?
You can pick up your order in the Charrell conceptstore in Geel. Your order will be available in two bussinessdays. Please bring the orderconfirmation with you so we can swiftly assist you.

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?
We ship to all European Union countries.

Individuals and businesses outside the EU can always contact us via hello@atmooz.com. We will provide a solution to meet your needs!
What is the cost of shipping?
Shipping fees depend on the destination country and total price of your purchase.

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?
In principle, all of our products are in stock. If they are temporarily out of stock, this will be indicated in the e-shop, and they will not be available for purchase.

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?
The day before delivery, DPD informs you of the exact delivery time, by e-mail or text message. On the morning of the delivery, you receive a second message confirming a 1-hour timeframe for the delivery. In this e-mail, you are offered the opportunity to change the date and place of delivery, up to 1 hour before the planned delivery. If you wish to do so, you can also authorize unattended drop off.

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 Track & Trace shows that your package was delivered but you haven’t received anything, it’s best to check your mailbox. If the courier came by when you weren’t at home, he will have left a note with the necessary information. The package may have been delivered to your neighbors’ house or a Pickup parcel shop.

If you don’t find a note in your mailbox, be sure to contact our customer service department via hello@atmooz.com or at 014 39 48 88. We will locate your package for you.

Return - Right to cancel

Can I return my order?
Do you not like an article? Then you have the right to cancel your purchase within a period of 30 days without giving any reason. The withdrawal period expires 30 days after the day on which you or a third party designated by you, who is not the carrier, physically takes possession of the last good.

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 hello@atmooz.com. 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?
Returns from Belgium and neighboring countries (the Netherlands, Luxembourg, Germany and France) are entirely free of charge.

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?
Bear the following conditions in mind if you wish to be granted 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?
Sometimes things can go wrong... With the supplier, in our warehouse or somewhere along the way. Then we do our best to solve the problem as quickly as possible!

Immediately after receiving the item, please contact our customer service department at hello@atmooz.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
- Name
- 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.

Giftcard

How and where do I use my Atmooz giftcard?
Lucky you! You've received an Atmooz Giftcard! Every giftcard has it's own unique code. How do you use it? The first step is to browse our webshop and to put the choosen item in your shopping cart. When you proceed to checkout, you have to login or create an account. Now your in! Enter the unique code on your giftcard and press ‘Apply’ to activate it. If you want to use another giftcard or discount code, you can enter this the same way. Continue to payment. Here you will see the summary of your order. If the order exceeds the amount of the giftcard, you can choose a payment method to complete the remaining amount.
How long is the Atmooz giftcard valid?
The Atmooz giftcard is valid for an indefinite period of time.
Do I have to use the full amount of the giftcard at once? And what about the outstanding balance?
No. The amount on the Atmooz gift card can be redeemed on several occasions. If your order has a lower value than the amount on the gift card, the remaining amount will be linked to the unique code on the card. The code can be used until the full amount has been spent.
Can I use several giftcards together? Can you combine an Atmooz giftcard and a discountcode?
Yes. At the checkout you will find a field ‘gift card or discount code’ in which you can add the unique code. You activate the gift card by clicking on ‘Apply.’ Once you have done that, you can add other codes in the same field.
What can I do when I get an error message?
If you do not succeed in redeeming your gift card, please send an e-mail with your unique code to hello@atmooz.com. We will be happy to sort it out for you and find a suitable solution.
Does the right of withdrawal apply to Atmooz giftcards?
No. The right of withdrawal does not apply to gift cards. Gift cards cannot be returned. Gift cards or their residual value are not redeemable for cash.
What happens if I want to return my purchase made with a gift card?
Returns of items purchased with a gift card will be refunded with a new voucher. You will receive an email with a new unique code for the amount due. If you used more than one payment method for a purchase and you request a partial return of the order, the refund will usually be repaid to the other payment method rather than the gift card.

DIscount code

Where can I find a discount code?
On special occasions, we distribute promotion codes online that you can use with your order. You will find these on our home page and social media channels. If you want to stay informed about all of our promotions, be sure to subscribe to the Atmooz newsletter and/or follow us on social media.
How do I use a discount code?
Before you pay at your shopping cart, copy the promocode exactly as-is into the field 'gift card or promocode' and click 'Apply'. Your promocode is now activated. If you want to add another gift card, you can enter its code in the same way. You can now proceed to make your payment. You will find the overview of your order and see that the promocode has been deducted immediately.
What do I do if the discount code does not work?
This might be due to:

- 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 hello@atmooz.com. We will be happy to handle the issue and provide you with a suitable solution.

Customer Service

Phone: +32 (0) 14 39 48 88
You can reach Atmooz from monday to thursday between 9h00 - 12h30 and 13h00 - 17h00. On friday we are available between 9h00 - 12h30 and 13h00 - 15h00.
Email: hello@atmooz.com
During office hours we attempt to answer your email in 4 hours.
Office: Vossendaal 10, 2440 Geel, België
The office of Atmooz is located in the conceptstore of Charrell Home Interiors. We will be glad to welcome you.

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