FAQ

Ordering

  • + - new customer?

    You can visit 'Thevan' Webshop, without registration, just look around and see what we offer and if you want, put the item(s) you love in your basket.

    Of course, if you place an order, we eventually need your e-mail and delivery address so that we can send you the orderconfirmation and the goods.

    If you order for the first time, we ask you to register.

    You can register immediately or just before ordering.

    If you like to register immediately, just go to the right corner above 'my account'.

    Click the button 'Continue' in the right hand column.

    In the next screen you fill out your personal details.

    If you are done, click on the button 'register' at the bottom of the page.

    If you are a private customer, just fill out your name, address, phone number and password.

    Password must at least have 8 characters. We always ask to fill out your phone number, just in case we need to contact you regarding your order.

    You will receive an e-mail with your registered details. 

    If you are a business customer with a company name and a valid VAT number, you choose 'business' and fill out your VAT number.

    All the prices on our webshop are inclusive VAT.

    PLease note: for IC deliveries, we first calculate the prices inclusive Belgian VAT. Once we checked your valid VAT number, we will send you the correct invoice by mail and as IC deliveries our without VAT, we will pay you the amount of VAT paid back.   

    As soon as we confirmed the validity of your VAT number, we will send you an e-mail and ask you to inform us your bankdetails so that we can make the payment.

    If you like to register after looking around, you can do this. As soon as your items are put in your basket, we will ask you to register

    Once registered, every next order will be much faster, just log in with your e-mail address and password and all previous orders, details are saved, of course adjustments are possible in every step of the check-out.

    In case you forgot your password, just mention this during 'log in' and you will immediately receive an e-mail from us with the link to reset your password.

     

  • + - Can I get some help placing my order?

    Are you new to ordering online? Could you use a little help? Do you still have a few questions? You can call us on +32 (0)9 329 63 46 or send an email to info@thevangifts.be. We will be pleased to help you

  • + - existing customer / forgot password

    If you already are a registered customer, just go the 'my account' and fill out your e-mail and password.

    In case you forgot your password, just mention this during 'log in' and you will immediately receive an e-mail from us with the link to reset your password.

  • + - Are all items available for immediate delivery?

    On eacht product sheet, you can see if an item is available or not.

    If the product is available, there are two possibilities: 

    - "in stock ":  as soon as we receive your order and payment, we ship the goods.
    - "on demand" : the delivery term needed to receive the item, is clearly indicated, we ship the products within this term.

     
    If an item is sold out, and you would like to know if it will be available again, please fill in your e-mail address and we will inform you as soon as this item is availabe again.

    Should you have any other questions regarding a product, please do not hesitate to contact us by phone +3293296346 or by mail info@thevangifts.be. We will be pleased to help you.

  • + - Is there somewhere I can see your products?

    All our items are listed on our webshop.

    If you prefer to see the products, you can contact us and make an appointment to visit our warehouse, located at Klapstraat 55, Loods 6, 9831 Deurle. PLease e-mail to info@thevangifts.be or contact us +3293296346

  • + - Can I have an item packed as a present?

    Of course. If you want an item to be sent as a present, you just click, per selected item, the button "do you wish a gift wrapping?". Then you click on the button "add". We will also send you a nice postcard where you can write your own message. Standard, each item where "gift wrapping" is selected, will be seperately packed. If you want several items to be wrapped together as one present, please mention this in step 4 of the check-out in the field 'remarks'.      

    If you want us to send the package directly to the lucky receiver, you just mention his/her delivery address. If you filled in a message when selecting the gift wrapping, we will write this message for you on a beautiful card.

  • + - Can I receive an invoice for my order?

    The invoice is always made to the address you mentioned as invoice address

    All the prices on our webshop are inclusive Belgian VAT

    If you are a business customer with a company name and a valid VAT number, you choose 'business' while registering and fill out your VAT number.

    Please note: for IC deliveries, we first calculate the prices inclusive Belgian VAT. Once we checked your valid VAT number, we will send you the correct invoice by mail and as IC deliveries our without VAT, we will pay you the amount of VAT paid back.   

    As soon as we confirmed the validity of your VAT number, we will send you an e-mail and ask you to inform us your bankdetails so that we can make the payment.

    Invoices are sent by e-mail. In case you did not receive the invoice and you wish to receive it, please send an e-mail to info@thevangifts.be and we immeditaly send you the invoice by mail.

  • + - Can I pick up the order at your warehouse?

    Yes, you can choose to pick-up your order at our warehouse. Once the items are put in your basket, you click the button "order" in step 2 (delivery) and you click the option " I'll pick-up my product(s)". Then there will be no transport cost added.   

    Pick-up of goods is only possible upon appointment. Please contact us by phone +32(0)93296346 or  send an e-mail to info@thevangifts.be with your proposal (=date and hour) and we will send you a confirmation. 

    Our address : The Van bvba, Klapstraat 55 (loods 6), 9831 Deurle, Belgium

  • + - delivery cost?

    If you order for a total value of more than 50 euro and if your parcel weighs less then 30 kg and measures not more than the approved dimensions, we ship the goods free of charge within the Benelux.

    Bigger and heavier objects like furniture require special transport and delivery costs will always be calculated.

    Transport cost depends on the weight, dimensions and delivery address. As soon as your items are in your basket and you indicated the delivery address, transport cost will be automatically calculated so that you are informed prior to completing the order process.

  • + - Can I trace my order?

    All orders with weight less than 30 kg and within the allowed dimensions, are shipped with Bpost.

    As soon as we receive your order, we send you the order confirmation by mail.

    If you paid your order online, you will also find the link to the trackingnumber, so that you can trace your order any time you want. 

    If you ordered goods with a longer delivery period, you will also immediately receive the link but you will not be able to trace the package immediately as we ship and deliver the goods within the mentioned delivery term.

    If you paid your order with banktransfer, you will immediately receive the orderconfirmation but without the link.

    As soon as we receive your payment, we will ship the goods and you will receive a seperate mail with the link to the tracking number.

    Bigger and heavier shipments are shipped with the transportcompany GLS. For the moment, we do not have an online tracking system for GLS.

    Should you have any more questions, please do not hesitate to contact us by phone +3293296346 or e-mail info@thevangifts.be, we will be pleased to help you.

Fidelity card/ gifts

  • + - Do you have a fidelity card?

    Yes indeed. On each purchase, we calculate a discount of 5% of the purchased amount vat included, but excluded transportcosts. Each purchase is kept in our system. After 3 months, we will make the calculation. You will then receive an e-mail with a code, corresponding with the amount of the discount.

    You can use this code with your next purchase. Just fill in the code in step 3 ("PAYMENT METHOD") of the check-out. Then you click the button 'add' and the discount will automatically be calculated.  

    If a purchase is done, using a discount, then the new discount will only be calculated on the remaining amount to be paid minus the delivery costs.

    General conditions fidelity card

    Discount codes can only be used for online purchases at thevangifts.

    Discountcodes are personal and not exchangeable.

    Discountcodes are calculated as soon as the order is paid and delivered. 

    If you return one or more items, then the generated discount code will be re-calculated based on the real purchased amount of the goods.

    The amount of your order( excluded shipment costs) must be equal or higher dan the amount of the reduction.

    Thevangifts remains the right to change or cancel this fidelity card procedure without prior notice.

     

  • + - It's my birthday!

    We spoil you on your birthday!

    Fill out your birth date upon registration as a new client.

    Each year, on your birthday, we send you an e-mail with a discount code value 5 euro.

    You can use this discount code on our webshop any time you want.

    In step 3 of the check-out 'payment method' you fill out the code in 'gift voucher or discount code' click 'add' and the discount will be calculated.

    Should you have different discount codes, fill out one by one and click each time the 'add' button, the codes will be deducted one by one

  • + - How to use a 'discount code' or 'gift voucher'

    In step 3 of the check-out 'payment method' you fill out the code in 'gift voucher or discount code', click 'add' and the discount will be calculated.

    Attention: You can use only one discount code at the time. You do can use several gift vouchers at the time, just fill them out one by one and click each time the 'add' button, the codes will be deducted one by one.

payment methods

  • + - What are the accepted payment methods?

    At The Van webshop you can pay with VISA, MASTERCARD, MAESTRO , IDEAL and by BANKTRANSFER.

    In step 3 of the check-out 'payment method' you select your requested payment method.

    If you choose online payment, you will be re-directed to the safe OGONE payment environment, please hold your card reader and bankcart ready. As soon as the payment is made, you will receive the orderconfirmation by e-mail.

    In case you prefer to pay by banktransfer, you will receive the orderconfirmation and our bankdetails.

    Goods will be shipped after receipt of payment.

  • + - How to buy a gift voucher?

    Looking for the perfect gift, but finding it hard to choose? We offer you the perfect solution with our The Van gift voucher.

    Go to the top menu and click on gift voucher.

    Select the desired amount and indicate if you prefer a digital voucher or a paper version. In the first case, the voucher will be sent to you by email so you can print it yourself. In the second case you will receive a gift card sent by post or you can collect it yourself with us.

    Then you need to fill in the names of the giver and the receiver, and you can also write a personal message.

    Next you can choose either to hand the gift voucher yourself to the recipient, or to have the gift voucher directly sent to the recipient by email. In the first case, you will receive an email with the discount code and the link to the voucher. Print the voucher and enter the discount code.
    In the second case, the recipient will receive an email with the message that a gift voucher has been donated to him/her by person X. In this email the discount code will be mentioned which can be cashed in the webshop. You will also receive a copy of this email.

    Attention : please note that gift vouchers can only be purchased with online payment, bank transfer is not possible in this case.

  • + - How to use a gift voucher?

    In step 3 of the check-out 'payment method' you fill out the code in 'gift voucher or discount code' click 'add' and the gift will be calculated.

    Should you have different gift voucher codes, fill out one by one and click each time the 'add' button, the codes will be deducted one by one

Wishlist

  • + - How to create a gift list?

    You can create your own gift list. To do so, you have to log in.

    If you are an existing customer, just fill out your e-mail address and your password and you can create your gift list.

    If you are a new customer, you can register immediately, just go to the right corner above 'my account'.

    Click the button 'continue' in the right hand column.

    In the next screen you fill out your personal details.

    If you are done, click on the button 'register' at the bottom of the page.

    Go back to 'My account' and select 'My gift lists'.

    You will be guided through the process with clear indications and examples for each field you need to fill out.

    You can choose the title of your list, the code, the description and if wanted an expiry date.

    After all products are added to your gift list, just go to 'my account' and select your gift list.

    You will see an overview of all your products. Now you can share your wishlist with friends and family.

    Just fill out the e-mail addresses of friends and family, and they will receive the invitation with the link of your gift list.

    You will receive the confirmation that your gift list has been sent.

    Of course you can also share the code in a different way (by mail or orally). In that case your friends/family should click on 'gift list' in the menu at the top of the page and fill out the code in the empty field. 

    Note that products in your gift list are without any obligation. You do not have to buy the products which nobody bought.

    You can, any time you want, add or remove products on your gift list. Given the fact that a gift list is without any obligation, it might happen that items mentioned on your gift list are sold out before someone wants to buy them for you. 

    We always recommend to mention several gift vouchers on your gift list.

  • + - I received an e-mail with a link to a wishlist, wat to do?

    If you received an e-mail with a link to a wishlist of your frined, family...

    They wanted you to know the products they would love to have.

    If you click on the link, you will immediately see the products, and if you want you can immediately buy them 

  • + - How to share my gift list?

    After all products are added to your gift list, just go to 'my account' and select your gift list.

    You will see an overview of all your products. Now you can share your wishlist with friends and family.

    Just fill out the e-mail addresses of friends and family, and they will receive the invitation with the link of your gift list.

    You will receive the confirmation that your gift list has been sent.

    Note that products in your gift list are without any obligation. You do not have to buy the products which nobody bought.

    You can, any time you want, add or remove products on your gift list. Given the fact that a gift list is without any obligation, it might happen that items mentioned on your gift list are sold out before someone wants to buy them for you. 

    We always recommend to mention several gift vouchers on your gift list.

  • + - Does a wishlist imply any commitments?

    Note that products in your wishlist are without any obligation. You do not have to buy the products which nobody bought.

  • + - I bought something from a gift list, what now?

    If you buy a product from a gift list, there are several options:

    1) You can have the gift delivered to the delivery address you fill out in the check-out of your purchase. In this case you will pay transport costs depending on the delivery address and the weight of the parcel.

    2) You can choose "I'll pick up my product(s)" (option at the 2nd stage of check-out), then you will not pay shipping costs. In this case we will contact you to set a date for the pick up of your purchase.

    3) You leave the gift in our warehouse where all gifts will be grouped. In this case there will be no shipping cost for you. You need to choose the option "I'll pick up my product(s)" (in the 2nd stage of check-out) and in the remarks field (in the 4th stage of check-out), you mention that The Van can hand the gift to the list owner.
    We will keep the list owner immediately posted of your purchase.

Return

  • + - Can I return an order?

    In accordance with consumer protection laws, you have at all times the right to return your order to us without explanation for a full refund. You may return most of the goods sold by The Van, except personalised goods and food. All items must be returned unused and undamaged within fourteen days after receipt of the parcel, in the original packaging. Returns should be sent to:

    The Van bvba
    Klapstraat 55
    9831 Deurle
    Belgium

    Please note that the customer is responsible for all return freight charges, including duty and tax if applicable. We cannot accept C.O.D. shipments. Put a note in the box with your name, your address and your bankdetails. You will receive a refund within 14 days after your shipment has been received by us.