How to order

Payment

Delivery

Order changes

Returned goods

Warranty claim

 

Payment

 1. Payment card (3-D Secure)

A convenient and secure way of cashless payment is the use of MasterCard and VISA Internet payment cards.

To verify the cardholder with his issuing bank directly during the transaction, we use the 3-D Secure security protocol supported by card associations.
This solution reduces the risk of payment transaction claims by the user.

All payment details are transferred securely and Antonie & Emma LU as a merchant does not have access to or store them anywhere.

2. Transfer in advance

If you choose to pay by bank transfer, we'll automatically send you an advance invoice to your email. You will receive a tax document after the payment has been credited to our account.

For advance payment: the delivery date may be influenced by the date when the payment is credited to our account (we ship the goods only after the payment is credited to our account), the amount must be credited to our account no later than five working days after the order confirmation, otherwise it can be considered canceled.

 

Delivery

Certified DPD/DHL courier

The day before delivery you will receive an SMS message with tracking number. You can still edit the place and time of delivery.

 

Order changes

 Please contact us

If you need to change or cancel your order, do not hesitate to contact us. We will be happy to help.

 

Returned goods 

You can return the goods you have purchased from us without giving any reason within the extended 30-day period from the date of receipt. Of course, this also applies to orders collected in person. The right does not apply to orders within the framework of business or business activities, ie if your invoice states your company ID.

We recommend that you return the goods in undamaged packaging

The packaging is not part of the purchase nor part of the purchased product however antonieemma.eu reserve the right to charge full cost incurred when returning the goods. These costs are always assessed individually and as such are then charged to the customer and offset against the amount returned.

Compliance with 30-day period
In order to comply with the deadline it is decisive when the contract cancellation is sent.The compliance is fulfilled when the contract cancellation is sent within the period of 30 calendar days. The 30-days period is calculated from the next day when the goods were accepted/received by the customer. 

What documents do I need?

None, we know our products by heart :-)

Where to send the goods?

Antonie & Emma LU

5, rue Heicht

L-6926 Flaxweiler

Luxembourg

Recapitulation of returns

1. Write us an email informing you that you are sending the goods back.

2. Please return the goods to their original condition.

3. It's up to us.

Let's recap the return process

1. send us an email with the information that you are returning the goods.

2. return the goods as close to the original condition as possible. 

3. that's it, we will take care of the rest.

 

Warranty claim

 

What to do when…

Received goods is damaged

When receiving the goods from the carrier, please carefully check the delivered goods.
Do not accept shipments that show signs of damage.

In the event when the goods are damaged even when the packaging was intact, it is necessary to inform either the carrier or our company as soon as possible.

Incomplete delivery

If you miss anything, do not hesitate to contact us immediately.

Ideally send us an email with subject Incomplete delivery and describe everything in detail.

We will do our best to solve the problem as soon as possible. Usually you will receive a response within 24 hours and missing parts within 48 hours.

Defects, failures

The 5-year warranty period is for hidden manufacturing defects that could, over the time, lead to the product malfunction.

If you experience such a malfunction, please do not hesitate to contact us via email.

Send us an email with subject CLAIM and describe everything in detail and if possible attach a picture.

We will do our best to solve the problem as soon as possible. Usually you will receive an answer within 24 hours.

The problem is solved: A) by repair if possible, B) replacement of the damaged part/product with new one.

Color deviations from the illustrations are not a reason for a complaint.

 

 

 

 

 

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