• How can I see the shipping costs ?

 

​You can select your country in the cart or at the check out and shipping costs will be added automatically.

If your country is not in the list, please send an email stating your country + city + the name(s) or link(s) of the item(s) you are interested in and we will get back to you with a shipping quote. 

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• Do you provide bulk shipping rates? 

 

If you are interested in multiple items we can sometimes provide a bulk shipping rate.

Please send an email stating your country + city + the names or the links of the items you are interested in.

We will get back to you with a bulk shipping rate.

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• Can I visit the showroom?

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The showroom is open by appointment only.

Please send us the day and time you wish to come and we will add the appointment in the agenda.

If the day/time doesn’t work we will let you know.

The warehouse is located in Rue des Alliés, 1190 Forest, Belgium. 

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• Can you hold / reserve items ? 

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We don’t do reservations.

There are no exceptions. 

We can hold items and ship them later only if the items are paid. 

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• Can I come pick up an item myself at warehouse ? 

 

It is possible to pick up an item at the warehouse.

Belgian customers can choose the “pick up at the warehouse” option when checking out on the website.

If you are not Belgian and you wish to come pick up an item at our warehouse please let us know by email and we will provide a payment link without the shipping costs. Please note that items are not locked nor reserved until you come to pick them up unless they are paid. 

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• Can I arrange my own transport? 

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It is possible to arrange your own transport. 

Please let us know by email and we will provide a payment link without the shipping costs.

We will let you know the dimensions and weight of the package so you can arrange your own carrier.

Please note that items are not locked nor reserved until your carrier comes pick them up unless they are paid. 

Please note that you will have arrange your carrier/yourself according to our agenda.

We are not at the warehouse all the time.

You should let us know a bit in advance to be certain there is someone to hand over the package. 

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• Do you do trade prices ? 

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Trade price apply only for people buying under a company / valid VAT number (not Belgian).

Without a valid VAT number there is no trade price.

Please send an email with your full invoice/delivery details and the name(s)/link(s) of the item(s) you are willing to buy and we will get back to you with the trade price. 

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• Can you source an item for me? 

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We don’t do sourcing. If you want to get an alert when new stock is added on the website you should subscribe to the newsletter on the website.

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• Can you let me know when a specific item is back on sale? 

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If you want to get an alert when new stock is added on the website you should subscribe to the newsletter on the website.

This is the only way to be alerted. 

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• Can you provide an invoice? 

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You can request an invoice only after ordering.

If you want specific details on your invoice, please send an email with your order number and the details you wish to be added on your invoice. ​​

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• Is it possible to pay by bank transfer? 

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Payment by bank transfer is possible.

In that instance, please send an email with your full invoice/delivery details and the name(s)/link(s) of the item(s) you are willing to buy.

We will get back to you with the bank details.

Please note items are sold and locked only upon reception of the payment / proof of payment. 

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• I wish to sell some items. Would you buy them? 

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In order to assess if this is interesting for us or not we need you to send by email:

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- The price

- The location of the item (country + city)

- The detailed condition

- Some pictures of the item

 

Without these information we will not get back to you.

Please note that we don’t do offers.

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• Where is my package? 

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When your order is shipped you will receive a tracking number and a link to follow your package.

On the tracking link there is always a section where you can see where the package is.

You can also always track your package with the same tracking number on https://www.17track.net/en or on the website of your national post provider.

 

If the package is brought to a collection point you are responsible to go pick it up.

If the item is shipped back to us due to non collection, returns costs will be at your charge.

 

Please note that we have the same information as you.

 

Please note also that we have no power over carriers and how they handle the packages or the delivery. 

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Please note that you will have the information faster if you call the customer service of the carrier from your country to locate the package than to ask us to locate the package via the Belgian customer service.

(For instance, if a package is shipped with UPS to Spain is is faster for you to call the Spanish UPS customer service than ask us to call the Belgian UPS customer service to start a search at UPS Spain). 

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• How can I return an order? 

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Returns are accepted for EU customers only within 14 days of delivery.

In that instance, you should ship back the item to us within 14 days of the delivery and provide a tracking link and number to follow the item.

Returns are not accepted after 14 days of delivery.

If you return an item after that deadline, you will not be refunded. 

 

Please ship back to :

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Kooloo Modern SRL

36-38 Rue Dautzenberg,

1050 Ixelles,

Belgium

 

And send the tracking information to info@kooloomodern.com

We recommend that you use a trackable shipping service and purchase shipping insurance to protect the item being returned.

You are responsible if the returned item is damaged during transport. 

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If the item bought online does not match the condition and pictures on our website, the additional postal, shipping or courier costs are on us.

The reclamation should be done within 14 days to delivery. Past that deadline we cannot arrange the return. This rule applies only for EU customers.

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Once we have received and inspected the returned item, we will then issue the refund.

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• How can I file a reclamation ? 

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Please be aware that any reclamations (returns, general claims, etc.) should be done within 14 days of delivery. Past that deadline, we will not be able to help you. 

 

If the item bought online does not match the condition and pictures on our website, the additional postal, shipping or courier costs are on us.

The reclamation should be done within 14 days to delivery. Past that deadline items cannot be returned.

This rule applies only for EU customers. Returns are not accepted for overseas / not EU customers.

 

Please remember that our Furniture is vintage and will never be in ‘NEW’ condition there will be marks of some description. Please contact our team with any questions prior to purchase. We are happy to help! 

 

Due to the nature of our business, pretty much all of our stock has been used in a former life and is either restored or has been preserved in a sale-able condition. 

Please be aware that as these lovely pieces have lived lives before and they will be subject to signs of aging and general wear, this is also reflected in our prices.

Whilst we make every effort to ensure our stock is sold in sound, safe and usable condition, all items are 'sold as seen'.

 

As we are not the manufacturers, we cannot give any performance, safety or quality guarantees. We advise you conduct your own safety assessment, in particular for items that are to be used in a commercial situation.

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• The item arrived damaged. What do I do? 

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Even if we put a lot of efforts while packing to make sure everything arrives safe and sound damage during transport happens sometimes.

 

If the item arrives damaged please send us the following pictures :

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- Shipping tag

- Package inside

- Package outside

- Pictures of the damages

 

within 48 hours of arrival so we can file a claim to the carrier.

Without these pictures we cannot start the claim and there will be no refund.

 

The carrier asks to file the claim within 3 days of arrival for their insurance to work.

After that deadline we won't be able to help you get the insurance money back.

In this case, when receiving the package, please check it immediately and thoroughly.

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• More info?

 

Please check our store policy : https://www.kooloomodern.com/shipping-returns

Or our shipping & returns policy : https://www.kooloomodern.com/shipping-returns 

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