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Delivery & return

GENERAL TERMS AND CONDITIONS OF MYWISH WEBSHOP

On this page you will find the general & legal conditions for the use of our website. Would you prefer something shorter and simpler? Please refer to our frequently asked questions (FAQ).
Be sure to contact our customer service if you have any further questions after this.

1. GENERAL TERMS & CONDITIONS
2. OFFER
3. ORDERING
4. PRODUCT AVAILABILITY
5. DELIVERY
6. PRICE & PAYMENT
7. RETENTION OF TITLE
8. SANCTIONS FOR NON-PAYMENT
9. RETURN
10. RIGHT OF WITHDRAWAL
11. COMPLAINTS
12. WARRANTY
13. PRIVACY
14. CUSTOMER SERVICE
15. PROOF
16. APPLICABLE LAW & DISPUTES
17. IMPAIRMENT OF VALIDITY & NON-RENUNCIATION
18. LIMITED LIABILITY
19. FORCE MAJEURE
20. AUTHOR RIGHT & INTELLECTUAL PROPERTY RIGHT

1. . GENERAL TERMS AND CONDITIONS

The sale of products via this site is organised by My Wish, a one-man business under Belgian law, registered with the Crossroads Bank for Enterprises (CBE) under the number 0743 353 362, with registered office at Kapelweg 16, B- 9200 Dendermonde. These general terms and conditions apply to all agreements made online with the My Wish webshop. Please read these conditions carefully before placing an order.
With 'the company', 'we' or 'our' we always refer to the My Wish webshop of the one-man business My Wish. With 'the customer' is always referred to the person or persons who purchase goods from the company or agree to purchase goods.
All agreements are subject to and shall be interpreted in accordance with Belgian law. Furthermore, all disputes shall be settled exclusively by the Belgian courts of Dendermonde. Nothing in these terms and conditions shall be deemed to affect your statutory rights.

By using this website, you agree to these terms and conditions and the privacy policy. If the customer does not agree with these conditions, it is recommended not to make any purchases on the My Wish webshop. Only the following general terms and conditions apply to the activities between you and My Wish. Other conditions only apply if they have been accepted by us in writing.

My Wish only sells to consumers over the age of 18 and only in quantities that are customary for consumers.

My Wish can change the terms and conditions at any time. Any order placed after the adjustment is deemed to have been accepted by you. The General Terms and Conditions may be supplemented by other terms and conditions if these are explicitly referred to. In case of contradiction, the present General Terms and Conditions prevail.

2. Offer

In spite of the fact that the webshop and website have been compiled with the greatest possible care, it is still possible that the information provided is incomplete, contains material errors or is not up-to-date. We try to ensure that the colours on the website correspond as closely as possible with those of the actual product. However, due to technical limitations, certain colours may vary.

If you have specific questions about, for example, sizes, colour, availability, delivery time or delivery method, please contact our customer service.

With regard to the correctness, updating or completeness of the information provided, My Wish is only bound by an obligation of means. My Wish is under no circumstances liable in the event of material errors, typesetting or printing errors.

The offer is valid as long as stocks last and can be adjusted or withdrawn at any time by My Wish.

My Wish has the right to refuse orders, to adjust the delivery times, to split the deliveries or to attach other conditions to the delivery, without having to give some reasons.

The products are exclusively intended for normal private use

.

3. Ordering

The presentation of our products in the My Wish webshop is a non-binding invitation to order products from us. By sending your order, you make a binding offer to conclude a purchase agreement. This offer is accepted by us because we supply the products. We are free to decide whether or not to accept an order. If we do not execute an order, we will inform you as soon as possible.

My Wish has the right to refuse orders including:

  • in the event of exhaustion of stock or the unavailability of a product;
  • if an invalid presentation of products is found in the My Wish webshop;
  • in case of serious suspicion of abuse of rights or bad faith on the part of the Customer;
  • force majeure;
  • when it can be assumed that the Customer has the intention to resell the items himself;

Customers who live in Belgium, the Netherlands, Germany, Luxembourg and France can order products in the My Wish webshop, make purchases and have them delivered. Customers from other countries can always place an order via email (webshop@mywish.be), after which we will look at the possibilities.

The ordering process in the My Wish webshop consists of the following steps:

You can select individual products and collect them in an electronic shopping basket by clicking on the "Order now", "Add to shopping basket" and similar buttons. From the shopping basket, proceed to the checkout to pay and you will be asked to accept the General Terms and Conditions, you can then choose to continue to pay anonymously or to register. If you choose to register and you are not yet a user of the My Wish webshop, you will be asked to create a new account by registering your contact details. If you are already a user, you will be asked to log in with your account. We ask for a minimum of personal information that is necessary to process your order, after which you choose the method of delivery that you wish. You can have your order delivered free of charge to our My Wish store in Dendermonde or you can have your order delivered by one of our shipping providers, subject to payment of shipping costs if applicable.
Finally, you can choose one of the available payment providers and after clicking on the "Confirm" button, you will be redirected to the module of the chosen payment provider, where you will enter the payment information and approve the payment. As long as you have not confirmed the payment with the payment provider of your choice, you can change the order and the details of your order at any time. An order that is binding on you will not be established until you have entered all the information required for the conclusion of the contract, once you have confirmed that you are aware of and accept the general terms and conditions, once you have chosen the delivery method and once the payment via the module of our payment provider has been successfully completed. At the end of this procedure, you can print and/or save your order; an overview of your order can always be found under your personal account with which you have placed an order. On the other hand, if you have paid anonymously, we will no longer be able to provide you with an overview of your order(s). This confirmation of receipt only documents that your order has arrived with us. It is not an acceptance of the order and does not constitute a purchase agreement. The order is accepted by us because we deliver the products. The order will only be sent and delivered after receipt of your payment.

4. PRODUCT AVAILABILITY

If during the processing of your order we find that one or more of the products ordered by you are not available, we will unfortunately not be able to complete your order. We reserve the right to choose to partially execute or refuse the order in such a case. You will be notified immediately by email. An agreement on non-available products is not concluded, a refund is guaranteed.

5. DELIVERY

You choose the delivery method you want: collection in a My Wish store or delivery to an address in Belgium, the Netherlands, Germany, Luxembourg or France. For other countries, please contact the customer service.

Pickup at a My Wish store:

In our webshop you can choose to pick up your order for free in our My Wish store in Dendermonde. From the moment you have placed your order and it has been confirmed by us, your order will be available for 14 days in our shop, after which we reserve the right, in the event of non-pickup within this period, to offer the ordered items for sale again. If you have paid your order in advance, we will refund you the price of the ordered products within 30 days from the moment we put the ordered products back for sale.

Delivery to an address:

On payment of shipping costs and if applicable, you can have your order delivered by one of our shipping providers. Depending on the chosen provider, delivery can take place at home, at the office or at a pick-up point. Products are delivered in Belgium, the Netherlands, Germany, Luxembourg and France. For other countries, please contact customer service. In the course of the ordering process, you will receive an indication of the shipping costs. The shipping costs will be definitively calculated at the end of the ordering process, before you complete it and your payment will be handled by our payment provider.
Addresses provided incorrectly are the responsibility of the Customer and may give rise to additional costs. P.O. Box addresses and military APO addresses are not accepted.

Depending on the method of delivery chosen by you, the order will be dispatched as far as possible and in the normal course of events within about two to six working days after the date of the order, provided that your details are correct. Any delay will under no circumstances give rise to compensation.

Till we have started processing your order, you can cancel your order free of charge in the webshop or by contacting our customer service. You can only cancel an order via the webshop if you have placed this order with an account. In this case, your order can be found under your personal account and you can cancel it here. If you have ordered anonymously, you can only cancel by contacting our customer service. We will refund you the price of the ordered products within 30 days. If your order has already been delivered, you can return it (see our return policy), and we will do our utmost to ensure that you receive your order within the estimated delivery time. The maximum delivery time is 30 days from the day after your order. All goods are delivered subject to their availability. If, due to exceptional circumstances, we are unable to deliver your order within 30 days of the automatically generated confirmation email, you can cancel your order free of charge by contacting our customer service department. We will refund you the full price of the ordered products (including the shipping costs paid by you) within 30 days.
If the goods delivered by us during transport were damaged, do not correspond to the items listed on the delivery note or do not correspond to the items you ordered, you must notify us and return the items to us within 14 calendar days of their receipt. If we do not receive such notification, the customer shall be deemed to have accepted the items as satisfactory. We cannot be held responsible for any consequential damage due to late delivery or non-delivery by the carrier appointed by the company. In such cases, our liability shall be limited to the value of the items shown not to have been received by the customer.

6. PRICE & PAYMENT

All prices are in euro. They are always inclusive of VAT and all other taxes required to be borne by the customer. If transport, reservation or administrative costs are charged, this will be mentioned separately. The indication of price refers exclusively to the articles as described verbatim. The accompanying photo is intended to be decorative and may contain elements or items that are not included in the price. All prices are subject to change without notice.

Payment of your order will be made according to the payment methods offered in the My Wish webshop and under the conditions mentioned there. Depending on the result of the verification of your data, we reserve the right to exclude certain payment methods. Please note that you may incur additional costs on account of your agreements with banks and other credit institutions.

The customer can choose between the following known payment methods: credit card, debit card or PayPal. Some of our payment providers also offer other electronic payment methods.

In exceptional cases, payments can be made by bank transfer, but only after contacting My Wish's customer service department in advance. The customer service department can be contacted by e-mail at webshop@mywish.be or by post at the following address: My Wish Webshop, Brusselsestraat 19, 9200 Dendermonde. If payment is made by bank transfer, the order will only be executed after receipt of the deposited amount. In the meantime, the ordered item is reserved for 10 days, within this period the transfer must have been made and the payment must have reached the seller, otherwise the order will be cancelled.

All credit and debit card transactions are subject to validation checks and approval by the card issuer. If the issuer of your card refuses to agree to your payment to us, we cannot be held responsible for delays in delivery and/or non-delivery of your order. Orders without valid payment in the name of the registered cardholder will not be accepted or processed.

We opt for a secure payment formula. To enter the card details, you will therefore be redirected to the module of our payment provider Mollie or PayPal, depending on your choice. The exchange of your data with our systems is secured by an SSL certificate (see FAQ for more information). We also refer to our privacy policy.

Please note: minors (under 18 years of age) may not proceed with the purchase unless they have permission from their parents or guardian.

7. RETENTION OF TITLE

The delivered items remain the exclusive property of My Wish until full payment has been made by the customer. However, the risk of loss or damage shall pass to the customer from the time of delivery. The customer agrees, if necessary, to inform third parties of My Wish's retention of title, e.g. to any person who may seize items that have not yet been paid for in full.

8. SANCTIONS FOR NON-PAYMENT

Without prejudice to the exercise of other rights available to My Wish, in the event of non-payment or late payment from the date of the default, the client owes an interest of 10% per year on the unpaid amount without notice. In addition, the customer is legally and without notice required to pay a lump sum compensation of 10% on the amount in question, with a minimum of 25 euros per invoice. Without prejudice to the foregoing, My Wish reserves the right to take back articles that are not (fully) paid.

9. RETURN

Provided that the original price tags and other non-removable labels are still attached to the products, you can return all products that are complete, unused and undamaged, without giving any reason, within 14 days of receiving them in their original packaging, together with all accessories, instructions for use and invoice or proof of purchase. It is only permitted to fit the products as is customary for fitting clothes in a store. Products that do not comply with the foregoing remain the property of the Customer. We will return these products to you and charge you for the costs incurred.

My Wish does not take back items if:

  • The item is clearly washed, worn, soiled, damaged or incomplete.
  • Original labels and/or non-removable labels have been removed.
  • The article contains penetrating odors such as perfume, detergent, smoke or other.
  • The item is custom made or adapted for the customer.
  • The article cannot be returned due to its nature.

You can return the products by following the instructions on the enclosed return document. If you do not find the return document, you can always download it on the following link return form. We will refund you the price of the returned products within 14 working days after receipt of the return, except for the return costs. If you use our return label, you don't pay anything when deposited at a post office or delivery point, but a return fee will be deducted from the refund. This return cost includes the return shipment and depends on the country of return:

  • Return from Belgium: € 3,95.
  • Return from the Netherlands: € 4,95.
  • Return from Luxembourg or Germany: € 6,95.
  • Return from France: € 8,95.
  • Return from other countries: on request.

You can of course also choose to return the products without using the return document and this to the following address: My Wish Webshop, Brusselsestraat 19, 9200 Dendermonde. We will refund you the price of the returned products within 14 working days after receipt of the return shipment. In this case, the direct costs of returning the goods will be borne by you.

If you have purchased a combined offer of products at a reduced price and wish to return this order in part, we will pay you the difference between the amount paid by you for the entire combined offer and the sum of the undiminished price of the products forming part of the combined offer that you do not return. The shipping costs incurred by us will not be refunded in case of a partial return of products if the amount of the sum of the products that you do not return is less than the minimum amount for free shipping.

If you wish to return an item because it is damaged, please fill in the details on the return note and/or the return portal with a description of the damage and within 14 calendar days together with the item in its original packaging to return to us. If appropriate, we will exchange the item or refund the full cost price, including all delivery costs incurred. The customer is responsible for the shipment of the goods. The risk of loss on return is for the consumer.

10. RIGHT OF WITHDRAWAL

You have the right to withdraw from the contract within a period of 14 days without giving any reason. In order to exercise the right of withdrawal, you must inform us My Wish Webshop, Brusselsestraat 19, 9200 Dendermonde or webshop@mywish.be of your decision to withdraw from the contract by means of an unambiguous statement (e.g. by in writing by mail or e-mail). You can use the attached model form for revocation, but you are not obliged to do so.
In order to comply with the revocation period, it is sufficient to send your notice of exercise of the right of revocation before the expiry of the revocation period.

If you withdraw from the contract, all payments made by you up to that point will be refunded by us without delay and in any event no later than 14 days after we have been informed of your decision to withdraw from the contract. We shall reimburse you using the same means of payment as you used to carry out the original transaction, unless you have expressly agreed otherwise; in any event, you shall not be charged for such reimbursement.
We may wait for a refund until we have received the goods back, or you have demonstrated that you have returned the goods, whichever is the earliest. You must return or hand over the goods to us immediately, but in any case no later than 14 days after the day on which you informed us of your decision to withdraw from the contract. You are on time if you return the goods before the period of 14 days has expired. The direct cost of returning the goods will be borne by you.

11. COMPLAINTS

Every visible damage and/or qualitative shortcoming of an article or other shortcoming in delivery must be reported immediately, otherwise any right to compensation shall lapse.

12. WARRANTY

a. Legal guarantee (for consumers only)

Under the Act of 21 September 2004 on the protection of consumers when selling consumer goods, consumers have legal rights. Each item is subject to the legal guarantee from the date of purchase by (if applicable, delivery to) the first owner. Any commercial guarantee does not affect these rights.

b. General

In order to invoke the guarantee, the customer must be able to present proof of purchase. For items purchased online and delivered to the customer's home, to another address or to a collection point, the customer must contact My Wish customer service in advance, after which the customer must return the item to My Wish. Any defect must be reported within 1 month of its discovery. Afterwards, any right to repair or replacement expires. The (commercial and/or legal) warranty never applies to damage caused by accidents, neglect, falls, abnormal or incorrect use, use of the article contrary to the purpose for which it was designed, non-compliance with the instructions for use, washing instructions or manual, modifications or alterations to the article, heavy-handed use, poor maintenance, abnormal or incorrect use. Nor does it apply to items with a shorter service life, or wear and tear articles. Defects that manifest themselves after a period of 6 months following the date of purchase, or delivery as the case may be, are deemed not to be hidden defects, unless the Customer proves otherwise. If the original order form or the return document of the product cannot be presented, is changed or is illegible, you will not be able to claim any guarantee. The guarantee is not transferable.

13. PRIVACY

My Wish recognises the importance of privacy and agrees to use your data exclusively for the execution of the contract concluded with you by means of your order, and to send you information from us without obligation. If you would also like to receive information by e-mail, please provide your e-mail address. We treat your data as confidential information and will never pass it on, rent or sell it to third parties. You can request, correct, modify or have deleted your data that we keep in My Wish's customer list at any time, and you can refuse that My Wish uses your data to send you information, by sending a written request to the address mentioned below: My Wish Webshop, Brusselsestraat 19, 9200 Dendermonde. The customer is responsible for keeping his login details confidential and for the use of his password. Your password is stored in encrypted form, so My Wish does not have access to your password. My Wish strictly respects the Belgian law of 8 December 1992 on the protection of privacy in the processing of personal data. My Wish strictly respects the Regulation of 27 April 2016 on the protection of individuals with regard to the processing of personal data and on the free movement of such data. Through your user profile you have access to all your available data on the My Wish website, which you can consult, change or delete at any time.

My Wish uses cookies. Cookies consist of a standard internet technology that enables certain information to be stored and accessed on the user's system. Cookies cannot be used to identify individuals, a cookie can only identify a machine. Every internet user can set his or her computer in such a way that cookies are not accepted. If your computer does not accept cookies, it is possible that you will encounter problems during the ordering process. If this is the case, please contact us so that we can still enter your order.

My Wish maintains (anonymous) visitor statistics online.

When using the My Wish webshop, the customer accepts this privacy policy. By ordering online in the My Wish webshop, the customer gives unambiguous permission to include all personal data in a file and to use it for the administration of customer data, the management of orders, deliveries and invoices, marketing and publicity purposes. The Customer has the right to access, change and oppose the use of all personal data for direct marketing purposes at any time.

14. CUSTOMER SERVICE

For all questions and/or complaints, please contact our customer service. My Wish customer service can be contacted by e-mail at webshop@mywish.be or by post at the following address: My Wish Webshop, Brusselsestraat 19, 9200 Dendermonde.

15. PROOF

The customer accepts that electronic communications and backups can serve as evidence.

16. APPLICABLE LAW & DISPUTES

Only Belgian law applies, with the exception of the Vienna Convention on Contracts for the International Sale of Goods (C.I.S.G.). All disputes relating to the conclusion, validity, interpretation or execution of the agreement or the present General Terms and Conditions fall under the exclusive jurisdiction of the Belgian courts. Should one of the present conditions be declared void or inapplicable, the remaining conditions will nevertheless remain in full force and effect. As a Consumer, you also have the opportunity to submit a dispute relating to the Terms of Sale to an independent dispute resolution body. For more information about this: https://ec.europa.eu/consumers/odr/main/.

17. IMPAIRMENT OF VALIDITY & NON-RENUNCIATION

If any provision of these Terms and Conditions is declared invalid, illegal or void, this will in no way affect the validity, legality and applicability of the other provisions. My Wish's failure at any time to enforce any of the rights listed in these Terms and Conditions, or to exercise any right whatsoever, will never be considered as a renunciation of such a provision and will never affect the validity of these rights.

18. LIMITED LIABILITY

My Wish is not liable for interrupted availability of or access to the My Wish webshop, technical defects, malfunctions, viruses or any other inconveniences, nor for damage of any kind that could arise from the use of this webshop to your computer and/or peripherals.

The information about the products, the pricing or about your order will be communicated subject to changes and improvements. We do our utmost to provide accurate information and to display the products accurately. We will regularly make changes to the content without you being explicitly informed. We accept no liability for incorrect information (e.g. due to technical defects).

Size and length information for the products remains an approximation. Nor can we guarantee that each screen will display a colour exactly, or that the colour will not deviate slightly upon receipt of the product.

My Wish is not liable for the loss or damage of any kind that the customer or a third party would suffer when using the products.

My Wish is not liable for failure to comply with any deadline, since all deadlines are purely indicative without any obligation on the part of My Wish.

My Wish is not liable for any damage that it would cause by its fault or negligence unless in case of intent or gross negligence, also of its employees. Any damage of any nature that cannot be foreseen at the time of the conclusion of the agreement is excluded from compensation. My Wish's liability is always limited to direct, personal damage and will never exceed the purchase price of the product in question.

My Wish is not liable for the content of third party websites to which we refer and redirect. The reference to another website via our website is for information purposes only. Information on the website can only be used elsewhere with the express permission of My Wish. It is forbidden to modify, copy, reproduce, download, distribute, transfer or commercially exploit and/or distribute the services, the pages of the webshop or the related computer codes.

19. FORCE MAJEURE

We are not responsible for the non-fulfilment of our obligations if this is the result of, or is caused by, labour disputes or any other circumstances beyond the reasonable control of the company, such as cases of force majeure, riots, flooding, fire, strike, lock-out, difficulties in finding transport and the enactment of laws. If, due to such circumstances, it becomes impossible for the company to deliver all or part of the ordered items within a reasonable period of time, the liability of the customer shall be limited to the value of the items already delivered, plus any associated delivery costs.

20. AUTHOR RIGHT & INTELLECTUAL PROPERTY RIGHT

We have developed the My Wish webshop for the personal and non-commercial purposes of the customer. The integral content of the My Wish webshop (including layout and design of the website, texts, photos, images, moving images, sounds, illustrations and software, etc.) is the property of My Wish or of related companies, licensees and/or content providers. These are protected by copyright, trademark law, and all other forms of intellectual property law. They may only be used with the permission of My Wish.

The customer may only download the content and make one copy of it for purely personal, non-commercial use, provided that the content of the material to which the intellectual property rights apply remains in its original state. The copying or storage of any content other than for personal, non-commercial use is not permitted.

All trademarks, trade names, logos and products used in the webshop are protected and may not be used without the prior written consent of My Wish, its partners or the legal owners of these rights. All signs, illustrations, images or emblems that appear on our products, accessories or packaging are and remain the exclusive property of My Wish. The reproduction thereof, in whole or in part, for any reason or for any means whatsoever, is strictly prohibited. The use of any combination with any other sign, symbol, emblem or other distinctive character is also forbidden.