Info about orders
1. How do I order a product in the webshop?
Step 1: Discover
Explore and find the articles that appeal most to you by using the different categories at the top. Do you already have a specific item in mind? Then use the search bar to navigate to the product quickly and easily.
Step 2: In the shopping cart
Click on the product you desire, type in the number of products you wish to receive and indicate the correct size if necessary. Put the product in your shopping cart afterwards by clicking on "Add to cart". If you want to buy even more products, then you can keep navigating. The previously added products will remain in your shopping cart when you add a new product.
Step 3: To the checkout
When you are done exploring, go to the shopping cart by clicking on the shopping bag icon at the top right. Make sure your order is correct and then click on "Proceed to checkout"
Step 4: Checkout
Do you already have an account? Then sign in and follow the instructions on the screen
If not then you have two options:
- Check out as a guest: It's possible to pay without an account, but then you can no longer consult your order on the webshop and you will only receive information through e-mail. In addition, items ordered without an account cannot be linked to a new account afterwards. It is therefore recommended to create an account when you place your first order.
- Register and check-out: When you create an account, you will be able to consult your order on the website. You will also be able to re-order more smoothly because your details will be stored in your account.
2. How do I use a discount code?
Start by filling your shopping basket with the items you desire. Then go to the shopping cart by clicking on the icon at the top. Next to the overview of your products you will find a field in which you can enter the discount code. Fill in your code and click on apply. If you entered a valid code, your discount will be shown immediately. Only one code can be entered per order.
3. How accurate are product prices and descriptions?
We do our utmost to communicate the product data as accurately as possible, but we are not liable for the advice we provide, printing and typing errors on the website or technical data provided by suppliers or producers. For more information about this you can go to the "product information" section of the general conditions.
4. Will sold-out items become available again?
Has the item you had in mind suddenly disappeared from the webshop? There is a good chance that the product will be available again in the shortest possible time. However, there are also a few exclusive items that are only sold for a limited amount of time.
If you want to know if you will be able to find your product on the webshop again soon, please contact us using the contact form or send an e-mail to email@example.com
5. Can I order in large quantities?
Every item on the webshop has a maximum order quantity. If you want to exceed the maximum quantity you must request this by using the contact formor send an e-mail to firstname.lastname@example.org
6. I would like to order beer. What is the maximum that I can have delivered?
An order may contain a maximum of four 75 cl bottles. As you know, at Duvel we always choose quality over quantity. We wouldn't want broken glass fragments to arrive in your mailbox instead of your beloved beer.
7. How do I know you have received my order?
We will send you a confirmation e-mail when we have received your order. Don't forget to browse through your unwanted e-mails if you do not find the confirmation immediately.
8. Can I make changes to my order?
If after you placed an order, you find another item you want to have, you will have to follow the order procedure again. That is why it is smart to create an account, in this way a second order will go a lot faster.
9. Can I cancel my order?
If you have changed your mind, wait until the package arrives at home. After you received the package, you can send it back within 14 days without any motivation. Nevertheless, we would kindly and without any obligation ask you to state the reason for return. This allows us to keep improving our products and service.
Keep in mind! Delivery costs will only be reimbursed if the entire order is returned. The return costs are normally never reimbursed.
If you want more information about returning your order, click on this link: https://www.beergiftsbelgium.be/en/duvel/annulation
10. I asked to cancel my order, but it was sent anyway. What can I do?
When you receive a confirmation email after canceling your order, it is best to wait until your order arrives at home. If you refuse the product at the door, it will automatically be sent back to us. You can also simply return your order. You can find the return procedure on the following link: https://www.beergiftsbelgium.be/en/duvel/annulation
11. Can I exchange an item?
To exchange an item, it is best to follow the return procedure. If you want to know how to return an order, click on this link: https://www.beergiftsbelgium.be/en/duvel/annulation
12. What if I have not received part of my order?
If part of your order is missing, it's possible that the other part is still on its way. To check where the rest of your order is located you can use "multicolli" on the 'track and trace' tool of postNL. If no other package is visible after clicking on "multicolli", it is possible that something has gone wrong with your order. In this case please contact the customer service using the form or send an e-mail to email@example.com and we are happy to help you further.
13. What are the conditions for online orders?
If you want to know what the general conditions are, you can take a look at the info page: https://www.beergiftsbelgium.be/en/duvel/conditions
14. What about the warranty on the item I purchased online?
The purchasing department of Duvel Moortgat always works together with the best suppliers in order to aim for the highest quality goods. If, for any reason, our warranty conditions are met, these will be depending on the supplier of that specific article. Duvel will do their utmost to meet these conditions and provide you the right service in replacing the article. For more information, please read our general terms and conditions.
Info about payment
1. What are the payment methods available?
You can pay on the webshop using Visa, Mastercard, Maestro, Ideal & Bancontact.
It is currently not possible to pay via bank transfer.
2. Can I pay by bank transfer?
No, payment by bank transfer is currently not possible.
3. How much will the delivery costs of my order be?
Duvel offers free shipping in The Netherlands and Belgium for all orders above 49 euro. If your total order amount is lower than 49 euro, we charge 5.80 euro shipping costs for Belgium and 7.75 euro for The Nethelands.
For other countries we work with standard shipping rates. The table with standard rates per country can be found on the info page.
4. Do I have to pay customs charges on my order?
No, ordering is only possible within Europe, so customs charges do not apply.
5. Do the prices include VAT?
Yes, the prices include VAT.
6. Is there a minimum order price?
There is no minimum order price, but the delivery is free for orders above 49 euros within Belgium and the Netherlands.
7. Is it possible to receive an invoice?
If you wish to receive an invoice, please complete the customer service contact form or send an e-mail to firstname.lastname@example.org. Keep in mind! An invoice is only possible with an order of at least 100 euros excluding VAT.
8. How do I request sponsorship?
On the following link you will find all the information you need about sponsorship: http://www.duvelmoortgat.be/en/sponsoring
Info about delivery
1. What are my delivery options?
Packages can only be delivered to your home or work-address. You currently cannot pick up your order in our Duvel shop in Puurs, the Chouffe shop in Achouffe or at any other pick-up point of your choosing.
When you are not at home, your order will automatically be offered to your neighbors and you will receive a letter in your mailbox. If your neighbours aren't at home, you will also receive a letter and your products will be delivered to a collection point. The package will be stored there for 14 days and will be sent back to us if you don't pick it up.
2. Can I have my order delivered anywhere in the world?
Your order can be delivered in the following European countries. Unfortunately, deliveries outside Europe aren't possible.
- Czech Republic
- Great Britain
- The Netherlands
The delivery costs differ for every country, be sure to check out the info page to know which costs apply to your country.
Info about returns
1. What is your return policy?
You can simply return your item within 14 days after receiving it without any motivation. Nonetheless, we kindly ask you to mention the return reason. This way, we can keep on improving our services and goods.
On the information page you can find more information about our return policy or how a product must be returned.
2. How do I return an item?
Returning your order can be done quickly and easily. It is best to carefully follow the instructions on the info page for the process to go as smoothly as possible.
3. Can I exchange an item?
To exchange an item, it is best to follow the return procedure. If you want to know how to return an order, you can use this link: https://www.beergiftsbelgium.be/en/duvel/annulation .
4. Can I exchange an item I bought in the Duvelshop?
No, only products that are ordered through our webshop can be exchanged.
5. I have returned an item that I have purchased on the Duvel webshop. When and how do I get my refund?
If you wish to receive a refund, we kindly ask you to send us an e-mail to email@example.com, mentioning the order number (starting with MCS) and your bank details (IBAN & BIC number). This way, we can process your refund much faster.
We will refund as soon as we have received and processed your return. We aim to complete the refund within 30 working days. When you receive a refund, this will amount to the value of the products ordered. Shipping costs will only be refunded if you return a full order. Shipping costs for returning an order will never be refunded.
6. Can I track the status of my return?
No, unfortunately you cannot follow the status of the return. Please keep the proof of the return in case something goes wrong, this way we can help you more quickly.
Info about your account
1. I have no account yet. How do I register?
To register, click on "ACCOUNT" at the top right and then "REGISTER" or use this link. Then enter your details and click on the red "REGISTER" button. When the details have been entered correctly, you will be taken to the "Dashboard" page and your registration will be completed.
2. I already have an account. How do I sign up or can I see that I am signed in?
By clicking on "ACCOUNT" at the top right and then on "MY ACCOUNT" you can check whether you are logged in or not. When you see a "Dashboard", you are logged in. If not, you can register here.
3. How do I change my account details?
Click on "ACCOUNT" at the top right and then "MY ACCOUNT" to view your data. If certain information is incorrect, you can adjust it by clicking on "EDIT". Enter the correct data and then click on "SAVE".
4. What if I forgot my password?
No worries, if you forgot your password, you can safely request it again using this link: https://www.beergiftsbelgium.be/en/duvel/customer/account/forgotpassword/ .
Enter your e-mail address and we will send you a link in which you can choose a new password.
1. How do I contact customer service?
To contact our customer service you can complete the contact form on the webshop or send an e-mail to firstname.lastname@example.org. We do our best to answer you as quickly as possible. Keep in mind that this can take a little longer during busy periods.
2. Is my privacy respected when I place an online order?
3. Is it safe to pay online?
Duvel works with the reputable partner called Ogone for its online payments and they ensure that everything runs smoothly. Ogone is the market leader in e-commerce and guarantees 100% secure payments.
You can find more information in the ‘General Terms and Conditions’ section.