FAQs

Discover the answer to our frequently asked questions.

Placing an order

Which payment methods can I use?

Payment can be made by credit card (Visa, Mastercard), Klarna, Bancontact (Maestro), iDEAL and PayPal.

How much shipping costs do I have to pay?

For Belgium & the Netherlands, shipping costs are €6.95 for orders under €49. For orders over €49, shipping costs are free!

Where can I track my order?

Once your package has been picked up by the shipping service, you will automatically receive an email with a tracking code to the email address associated with your account.

When will my order be delivered?

If you place your order before 9pm, it will be shipped the same day. Orders within Belgium will be delivered within 3 working days. Shipments outside Belgium may exceed this delivery time.

Once your package has been picked up by the shipping service, you will automatically receive an email with a tracking code showing the estimated delivery time.

I entered the wrong delivery address

Please contact us as soon as possible by phone at +32 (0) 468 28 57 27. If your package has not yet left, we can still change the delivery address. If your package has already been picked up by the shipping service, we cannot guarantee that a change can still be made.

I ordered the wrong item

Please contact us as soon as possible by phone at +32 (0) 468 28 57 27. If your package has not yet been shipped, we can still change the contents. If your package has already been shipped, you can return it (see section 'Exchanges & Returns').

Can I place a business order with a VAT number?

At the moment our webshop does not support direct business purchases with VAT number. If you want to place a business order, please contact us at contact@equicom.shop , and we will be happy to help you.

Shipping & Receiving

According to the tracking my package has been delivered, but I have not received anything?

Check all possible places around your home to see if the package has been put away in a safe place by the delivery person. Also be sure to ask if your neighbors have received the package.

If you can't find the package, please contact us so we can open an investigation with the shipping company. The average response time of the shipping company is 48 hours.

PLEASE NOTE: After 14 days after the last scan we can no longer start an investigation, so please contact us in a timely manner if you suspect that something is wrong with your shipment.

My package has not shown a tracking update for several days, what now?

If your package has not been rescanned for more than 3 business days, please contact us so we can open an investigation with the shipping company. The average response time for the shipping company is 48 hours.

PLEASE NOTE: After 14 days after the last scan we can no longer start an investigation, so please contact us in time if you suspect that something is wrong with your shipment.

I received the wrong item

If your order contains an incorrect item, you can best contact us immediately by e-mail. You will then receive a return label from us with which you can return the items. As soon as we have received your return shipment with the incorrect items, we will send the correct item (provided that the returned item is not opened or damaged).

My shipment was delivered damaged

If your order contains damaged items, you can contact us immediately by e-mail. After this, you will receive a return label from us with which you can send the items back. As soon as we have received your return shipment, we will proceed with a refund.

Damage caused by accidents, misuse or negligence will not be reimbursed.

PLEASE NOTE: the damage must be reported within 7 calendar days . The day of delivery is considered day 1. After this, it is no longer possible to report damage.

Exchanges & Returns

I want to return an item

If you wish to return one or more items, this is only possible if the following conditions are met:

  1. The item is unopened and undamaged
  2. You have had the order in your possession for less than 14 days

If these conditions are met, you can register your return via our return portal . Here you can choose from various return options and immediately create your return label.

The refund will be made in the same way as the original payment method and to the original account number. The account number cannot be changed before the refund.

I want to exchange an item

Exchanges are not possible, only returns. If you want an exchange, we advise you to place a new order with the item you want instead. You can also wait until the return has been processed and the money from the original order has been returned to your account before you order the correct item.

Not found what you were looking for?

Contact us via contact@equicom.shop or +32 468 28 57 27.