Order and Delivery

Ordering

Ordering in 3 steps
- Place an item in your shopping cart
  - Proceed to ordering
  - View my shopping cart
- Fill in your details
  - Check your order
- Choose your shipping method
- Checkout your order
  - You will receive a confirmation e-mail from us within 24 hours
Questions and problems
- No account yet?
  - Then create one when ordering. Unfortunately, our staff cannot place an order for you.
- Problem during ordering?
  - Delete your cookies and try again.
- Didn’t receive a confirmation email?
  - Is your order not listed under ‘Orders’ in your account? And you ordered more than 1 hour ago? Please contact customer service via email contact@gold-collagen-belgium.be.
- Received the wrong article?
  - Register the article you actually ordered but did not receive as a return.
  - Send back the article you did not order.
  - Order the correct item yourself (again), so you will receive it faster.

Not satisfied with the above explanation? Then get in touch via our contact form on the website.

Changing your order
- You can no longer change your order.
- But what can you do? As long as the item has not been shipped, we can cancel your order and refund you after processing. It is best to contact us by phone or via the contact form on the website.
- Is this not possible? Then you can always return within the return period. You will be refunded after your return has been processed.
Cancelling an order online
- Once you have received an order confirmation e-mail, we unfortunately cannot cancel your order. If you wish to cancel before you receive the confirmation e-mail, please contact our customer service department.
Complaints
- Please contact us:
  - Call or email
- Submit a written complaint
  - Send a letter to Gold Collagen Belgium-FBNL attn. Complaints Department
    - Gilbert Decockstraat 2, 8300 Knokke, Belgium
    - Please include the following details so that we can help you quickly and properly:
      - Your name
      - Your address
      - Your order number (you can find it in your account)
    - You will receive confirmation of receipt as soon as we have received your letter. You will then receive a substantive response from us within 7 days.
- Good to know
  - If as a consumer you feel that your complaint was not handled properly, you can contact the Dispute Commission of BeCommerce. As a consumer within Europe you can also register your complaint with the ODR platform of the European Commission.

Delivery options and costs

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