FAQ – Frequently asked questions

Orders

How can I find the product I’m looking for?

Products can be found in different ways:

  • Use the expandable category “products” in the menu bar on top of the page
  • Click the magnifying glass icon on top of the page. The search bar appears. You can search by brand, product name, description, EAN code or product number

Couldn’t find what you were looking for? Please contact our customer service team (T: +32 14 23 00 11 | E: web@saltandpeppershop.eu). We will be glad to help you!

How can I place an order?

Placing an order is very easy:

  • Go to the desired product
  • Click the "Add to cart" button, the product is automatically added to your shopping cart.
    Note: the order quantity is adjusted to the minimum quantity!
  • Click the symbol of the shopping cart in the upper right corner of the page
  • Click "Continue shopping" to continue shopping or click "Proceed to checkout" to pay
  • If your order is complete, fill in your details and complete the various steps: billing information, shipping information, shipping method, payment information and finally check your order.
  • You will receive an order confirmation once your order has been placed

Can I choose to ship my order to a different address?

Yes, that's possible. This can be indicated in step 2 "shipping information" of your shopping cart. To do this, tick the "Ship to different address" selection box and enter the details of the desired delivery address.

When the order has already been sent, we unfortunately cannot change anything.

What about the shipping costs?

A standard shipping cost of €15 will be charged. For orders over €150 the free shipping applies.

Can I still change or cancel my order?

You can easily change or cancel your order as long as the "update" button is available in your shopping cart. If you want to change or cancel the order immediately after completing the payment process, we advise you to contact the customer service team to discuss the possibilities (T: +32 14 23 00 11 | E: web@saltandpeppershop.eu). When the order has already been sent, we unfortunately cannot change anything.

Payment

Are all prices VAT included?

Yes, all mentioned prices are VAT included.

What are the payment options?

On the website www.saltandpeppershop.eu , it is possible to pay with:

  • iDeal
  • Bancontact
  • Paypal
  • Belfius pay button
  • KBC/CBC payment button
  • Sofort banking
  • Bank transfer
  • ING home pay
  • VISA
  • Mastercard

All payments take place within a secure payment environment. We use mollie.com, an online payment system that makes paying easier and more flexible.

How long does it take before Salt & Pepper receives my payment?

When paying with Maestro, Bancontact or Mister cash, we receive the payment immediately. In case of payment by credit card (Visa or Mastercard) the amount is debited with your monthly settlement.

I have lost my invoice. Is it possible to receive a copy?

Of course! Send us an e-mail with your order number and/or your address details so we can look it up in our system. We will send you a copy of the invoice as soon as possible.

Contact:

T: +32 14 23 00 11

E: web@saltandpeppershop.eu

Using a discount code with your payment.

If you received a specific discount code that is valid in our web shop, you can use it to pay. You can enter the discount code in the check-out page of the shopping cart by clicking the drop-down menu "discount codes".

Note: not every code can be combined with other promotions. If you have a question in this regard, do not hesitate to contact our customer service. We try to answer your questions as soon as possible.

Contact:

T: +32 14 23 00 11

E: web@saltandpeppershop.eu

Delivery

When will my order be delivered?

We always try to process and ship orders as soon as possible. Usually orders will be processed the working day following the day of placing the order. The final delivery will take place approximately 3-7 business days after you have received your confirmation. Orders placed over the weekend are handled on Monday (if working day). At peak times (such as sales, major promotions), it should be taken into account that it may take a little longer to process your order.

Can an order also be delivered in the evening?

At the moment, evening delivery is unfortunately not possible. If you are not able to accept your package during the day, we advise you to opt for delivery at an alternative address. For example, you can have your package shipped to your work.

Is it possible to receive my package at an alternative address?

That’s possible! In step 2 of the checkout process you have the possibility to enter a different delivery address. To do this, tick the "Ship to different address" selection box and enter the details of the desired delivery address.

Returns

How do I return my order?

You can easily return orders or parts of orders via the withdrawal form. We have almost completely filled in this form for you. Make sure you complete the form and forward it to web@saltandpeppershop.eu . We will send you a return voucher that you can add to your return shipment.

You can’t find your order number? Of course we would like to assist you. Send an e-mail to web@saltandpeppershop.eu or call us at +32 14 23 00 11. We will respond as soon as possible.

Is return always possible, under all circumstances?

You can return the items from your order up to 14 days after the receipt. Only in this period, it is possible to tell Salt & Pepper that you want to terminate the agreement. After dissolution, a further period of 14 days applies in which the products can be returned in their original condition and with the original packaging. Salt & Pepper reserves the right to charge a reduction of the value if goods are damaged on return or if the original packaging or labels are missing. The same applies to items purchased during promotions or with discounts.

How long does it take before my payment is refunded?

Salt & Pepper will refund the returned items within 14 working days after receipt. This refund includes the total amount you paid upon purchase, including any possible shipping costs for the home delivery. These shipping costs include the original costs that were required to deliver the package to the customer.

Note: if the payment was made using a credit card (Visa, MasterCard), the money will only be available with your next (monthly) credit card bill.

On which account will the payment be refunded in case of return?

The amount will be refunded to the original account with which the order was completed. It is therefore refunded to the account whose amount was originally debited. It is not possible to specify another account for this.

Are there any costs associated with return?

Yes, the return costs consist of a fixed amount of €15. These costs will be charged to the customer himself.

Warranty

What is the exact duration of the warranty?

When ordering something from Salt & Pepper, you can assume that it is a high-quality product. Every article that is available at the web shop is subject to the legal warranty that a product is or must do what you as a consumer would expect in all reasonableness. This legal warranty ensures that you as a consumer are entitled to a 2-year warranty when purchasing a new product.

What should I do if the items I ordered are damaged?

The easiest way to solve this problem is to return your order. See: How do I return my order.

Business

Is it possible to create a business account with which orders can be placed more often?

In this case, we would like to direct you to our B2B-oriented website www.aertsnv.eu. This is the official website of Aerts NV, the company behind the brand Salt & Pepper. This way, you can enjoy additional B2B benefits.

Create an account!

Questions about pricing for large order quantities?

Do you want to purchase a large number of products? Please contact us via web@saltandpeppershop.eu or call +32 14 23 00 11. We will be glad to help you.

The product I want to order is not on your website, but it is a product of the brand Salt & Pepper. Is it possible to order this specific product?

Only the products shown on the website are available. Other products will be temporarily or permanently out of stock. If you have any questions, you can always contact our customer service via web@saltandpeppershop.eu or call +32 14 23 00 11.

Press/PR

Can I request images in high resolution?

Of course! Send us an email with the link to the product page or the corresponding article number. We try to process your request as quickly as possible.

Are you open to collaborations, such as a product review or a contest?

Such cooperation is certainly possible. Are you curious if there are possibilities for a collaboration at this moment? Contact our Marketing & Communication department via marketing@aertsnv.be.

Components

Is it possible to order a component of a product separately?

We ask you to contact our customer service (T: +32 14 23 00 11 | E: web@saltandpeppershop.eu). They will be glad to help you.

Product information

I would like to receive some more information about a specific product.

All information about a product can be found on the relevant product page. This consists of one or more product photos, a description, a list of the most important features and the technical details.

It is of course possible that you can’t find the right answer to your question. In that case, contact the customer service. This way we can also work on the optimization of our product pages.

Contact:

T: +32 14 23 00 11

E: web@saltandpeppershop.eu

Complaints

How can a complaint be submitted?

Quality and service are important core values to us. We strive to satisfy our customers and assist them when necessary. This is why we do everything we can to transform customer complaints into compliments. To us, a complaint is a challenge that we want to enter with full conviction with the aim of improving our communication, service and quality.

We strive for a quick settlement of a complaint. You can expect a response within 14 days. Once we have thoroughly investigated the complaint, we will contact you again to submit a solution. Every complaint is a learning process, and it offers us the experience to prevent the complaint in the future.

You can file a complaint via e-mail. Send an e-mail with the subject "Complaint" to web@saltandpeppershop.eu. This way, we can immediately see that we need to intervene quickly.