How much are the shipping/delivery/postage costs?

Delivery in Belgium

FREE with an order value of €135 or more.

If the value of your order is less than the above amount, the delivery charges are as follows:

International delivery

For a delivery outside Belgium, the shipping costs will be indicated in your shopping cart. The cost depends on the courier service and the destination country. Select your EU destination when entering the delivery address to know the exact shipping costs.

What is the delivery time? When should I expect my package?

Once you have placed your order, you will be shown an estimated delivery time for each courier service. More than 95% of the orders on our website are delivered within that time frame. The indicated delivery time applies once your payment has been completed and you have received a confirmation email.

Orders placed from Friday 1 p.m. to Sunday 11:59 p.m. will not be processed and shipped until Monday.

Do I need to be present when my order is delivered?

It is highly recommended to be present during home or office delivery. In your absence, the courier will hand the package to a neighbor, the front desk or deliver it to a nearby parcel shop. The courier will keep you informed of the status of your package by email or via a letter in your mailbox. This will tell you where you can pick up the package or how to contact your chosen courier to arrange a new delivery.

If it is not possible for you to be present during delivery, we advise you to have your package delivered directly to a pickup point. The package will remain available for several business days so you can pick it up when it is convenient for you.

Can I have my order delivered to an address other than my home address?

Yes. When you checkout your order, you can enter the delivery address. This does not have to be your residential address.

You can also have your package delivered to a pickup point or parcel vending machine near you!

Can I choose a delivery date for my order?

For a home or office delivery, choosing a delivery date is not (yet) possible. The courier services usually deliver during office hours. So you can expect your package approximately between 09:00 and 17:00.

When delivered to a pickup point or parcel vending machine, you choose when to pick up your order. Your package will remain available for 5 business days after delivery.

How do I know if my package has shipped?

You will receive a confirmation email when your payment has been successfully completed and when your package has been packed. When your package is handed over to the courier service, you will receive a third confirmation email with a tracking code and a link to a page where you can track the status of your package. Once you receive the packing confirmation, you can expect the package within the specified delivery time.

Can I track shipping status?

When your package ships, you will receive a confirmation email with a tracking code which allows you to track your order. Do you no longer have your tracking code? Then you can request your code again via email or info@collavita.eu.

I was not present at the time of delivery. Where can I find my package?

In your absence, you will be notified of the status of your package by email or via a letter in your mailbox. This will tell you where to pick up the package or how to contact your chosen courier service to arrange a new delivery.

More information about the status of your delivery can be found through the tracking code. If you no longer have your tracking code, you can request it again from us at info@collavita.eu .

The delivery time is taking longer than expected. What should I do?

Delivery in Belgium takes about 1 to 3 business days, after you have received a shipment confirmation e-mail from us. If you notice that the delivery time has been exceeded, it is best to contact our customer service department by email at info@collavita.eu, by phone or chat. We will be happy to investigate the cause of the delay.

Can I refuse a package?

If you were unable to cancel your order in time, you can use the 8-day right of withdrawal.

Home delivery

You can refuse your package by notifying the delivery service courier and not signing for receipt. You do not have to provide an explanation for this. The courier will then return the package to COLLAVITA.

If you do accept the package and wish to exercise the right of withdrawal, the products must comply with the return conditions. If this is not the case, we cannot issue a refund.

Collection point or parcel vending machine

Simply leave your package at the collection point and do not sign for receipt. The courier service will then return uncollected packages. Once the return is confirmed by the courier service, you will receive a refund if the products meet the return conditions.

I entered the wrong address. What now?

If you have not yet received a confirmation email that your order has been packed, please contact our customer service department by email at info@collavita.eu, by phone or chat. We can then change the delivery address before shipping.

If you did receive a confirmation email that your order has been packed, please follow these steps:

Bpost home or office delivery

If the courier considers your delivery address to be incorrect, the address cannot be changed. The package will then be returned to COLLAVITA due to incorrect information. In this case, COLLAVITA may charge an additional administrative cost of €13.95.

Delivery at a pickup point or package vending machine

If you wish to have your package delivered to a different pickup point than the one you specified when ordering, it is best to contact the service desk of the pickup point immediately. Once you have received a confirmation email that your order has been packed, your package can no longer be diverted to another pickup point.

My package is damaged. What should I do?

If the quality of your package upon delivery is questionable (torn, dented, wet...) it is best to refuse the package immediately. You do this by not signing for receipt. The courier will then take the package back and return it to COLLAVITA. We will then immediately arrange for a new shipment.

Are you only determining the damage after receiving the package? It is best to take photos of the outside and inside of the package, the damaged products and your order form. In order to provide you with an efficient solution, we ask that you send those photos to customer service within 3 days of receiving the package. You can contact customer service by email at info@collavita.eu, by phone or chat. In your email, it is best to include your order number.

My package was not delivered. What now?

If you chose delivery with Bpost, you may have missed the courier. These courier services deliver only once to the address indicated. In case of absence, you will be informed of the status of your package by email or via a letter in your mailbox. This will tell you where to pick up the package or how to contact your chosen courier service to arrange a new delivery.

More information about the status of your delivery can be found through the tracking code. If you no longer have your tracking code, you can request it again via email at info@collavita.eu .

An estimated delivery time is also always given with your order. A delivery in Belgium takes about 1 to 3 working days, after you have received a shipment confirmation e-mail from us. If you notice that the delivery time has been exceeded, it is best to contact our customer service department by e-mail at info@collavita.eu, via phone or chat. We will be happy to investigate the cause of the delay.I ordered the wrong product or received the wrong product. What now?

Ordered the wrong product?

No worries! You can return your product if it meets thereturn conditions, so we can help you without charging additional fees. Contact our customer service team by email at info@collavita.eu, by phone or chat to report your return and receive your return label.

Received wrong product?

Our apologies! We are happy to help you further to solve the problem. Therefore, we ask you to send a picture of the wrong products and your delivery note to customer service to help us correct your problem as efficiently as possible. You can contact customer service by email at info@collavita.eu, by phone or chat. In your email, it is best to include your order number as well.

My package is incomplete. What now?

In order to rectify your problem as efficiently as possible, please send a photo of the packaging, the products you received and your delivery note to Customer Service. You can contact customer service by email at info@collavita.eu, by phone or chat. In your email, it is best to include your order number.

According to the courier service, I have received my package, but it is not correct. What now?

Home delivery

If, according to the courier service, your package did get delivered and you did not receive a notice of absence, you can always consult the signed receipt with them. If you dispute the receipt, the courier service will start an investigation. Within the European Union, this can take up to 3 weeks. Outside the European Union, such an investigation usually takes longer. For more information and alternative resolution, please contact our customer service department by email at info@collavita.eu, by phone or chat.

Collection point or parcel shop

The employee at the pickup point or parcel shop will always ask to show the order confirmation or a proof of identity when picking up the package. When the clerk hands over the package, it is recorded and a receipt confirmation is available. If you dispute receipt, the courier service will initiate an investigation. Within the European Union, this can take up to 3 weeks. Outside the European Union, such an investigation usually takes longer. For more information and an alternative solution, please contact our customer service department by email at info@collavita.eu, by phone or chat.