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FAQ

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FAQ
What countries do you ship to?
We’re happy to ship our items worldwide, but for now our shop only supports orders within Belgium and the Netherlands. If you do want to order from another country, get in touch with our Customer Care team via service[at]annorlunda.be. We’ll help you get your order to you.
How much will it cost to ship my order?

If you spend over €100 and your parcel is being delivered in Belgium or the Netherlands, shipping is free. For orders below €100 we’ll charge €3.99 for delivery in Belgium or the Netherlands. A small price to pay to have your parcel delivered to your doorstep, isn’t it?

How do I return my order?

It’s easy. Simply go to our returns portal https://annorlunda.shipping-portal.com and fill in your order details and tracking number.
Choose a drop off point of your liking and confirm the return.
Print the return label, pack the items you want to return – if possible in the original packing – add your order confirmation to the package and tape the return label to your parcel.
Make sure not to tape over the barcode, since it might cause problems to scan the package. Remove the original barcode from the box.
When your package is safely packed, bring it to the selected drop off point. At that point, you should not be charged for the return.

How much does a return cost?

For returns from Belgium or the Netherlands, we’ll charge €3,99 if the return is made through our returns portal https://annorlunda.shipping-portal.com
We will deduct this cost from the amount we will refund for your return. So at the drop off point, you should not be charged for the return.

What are the return conditions?

You have 14 calendar days to return an item to us.

We only accept returns from items that are unused, clean, in the original state and with the original labels attached. Please keep this in mind when returning an article.

When will I receive my refund?

We will refund the amount – minus the €3,99 return cost – within 14 days after the return has been made. If we have not received the items within that time, we’re allowed to postpone the refund.

How do I place an order?

It’s easy-peasy. Select the quantity and color of your favourite item and click on the ‘Add to cart’ button. Continue shopping or finish your order and select a delivery and payment method. After your payment has been accepted, you will receive a confirmation e-mail. After that: sit back, relax and wait for the deliveryman to pop up on your doorstep!

How can I pay for my order?

We accept the following standard payment methods: Bancontact, iDEAL, Visa, MasterCard and American Express.

Can I track the delivery of my order?

Of course! You can follow its journey right up until your doorstep. We’ll send a confirmation email with all the details once your order has left the warehouse.

When will I receive my order?

We strive to deliver all orders within 2 working days. If you need your order for a special occasion, please get in touch with our Customer Service team via service[at]annorlunda.be to double check our actual delivery times. This way we’ll do our best to ensure that your order will arrive on time without delay.

What currencies can I use to pay for an order?

For now, we only accept your Euros.

Can I get an invoice for my order?

If you need an invoice made out to you or your company, simply get in touch with our Customer Service team via service[at]annorlunda.be

Can I cancel or amend my order after I have placed it?

We aim to make shopping with us easy and simple, but cancelling is unfortunately not possible. You do however have 14 days to return your order back to us, whatever the reason is. If you do have some issues with an order, get in touch with our Customer Service team: service[at]annorlunda.be

I have paid for my order but didn’t receive a confirmation email yet. What should I do?

Please check if the confirmation email has not landed in your junk or spam mailbox. If this is not the case, drop us a line on service[at]annorlunda.be. We’ll check immediately if your order has been registered correctly.

I’m missing an item from my order. What now?

We may have sent your order in separate parcels. Check your email to see if this is the case. If not, contact our Customer Service team via service[at]annorlunda.be or reply to the order confirmation email you received.

Is there a minimum hire order?

We are happy to deliver hire orders starting from 600 euro excluding VAT and delivery fee. If your hire order does not meet this minimum or you want to collect and return small items from and to our warehouse, drop us a line at hello[at]annorlunda.be. We are happy to check what we can do for you!

What is your rental period?

Generally the rental period is for 48 hours. If you want to keep your order longer, please get in touch for more information.

Where will my order be delivered?

Our delivery team will unload the goods at the agreed location. Please ensure easy access for our truck.

Your planner or stylist can take it from there setting up the goods as you please. If you wish to use our set-up service, get in touch. We love to decorate or style your event!

When will my order be collected?

Our delivery team will pick up the goods at the agreed time and place. Please make sure all the goods are packed, stacked and ready for pick up the same way you received them. If for some reason the goods are not ready, we will charge a waiting fee. Re-stacking and/or –packing costs extra time and therefore additional costs. Pro tip: make a photo of the goods upon arrival.

How do I pay my order?

If you agree with our invoice, we require a 50% deposit. Six weeks before the event we will send you an invoice for the remaining amount. Please be aware that we can’t deliver the goods, if the order is not fully paid. The delivery fee on the invoice is an estimate. After the event you will receive a final invoice regarding delivery fees, working hours and/or damages fees.

Can I cancel or change my order?

Once the deposit is made, the booking is considered final. Deposits are non-refundable. Please select your items wisely. We reserve them especially for you and make them unavailable to other customers. We understand something can happen that makes you want to change or cancel your order. Unfortunately, the closer to the event, this may not always be possible. Contact us to discuss the options.

What if I received a faulty or a damaged item in my order?

No worries, we want to sort out any issues straightaway. As soon as you discover a fault or a damage, get in touch with our Customer Service team via service[at]annorlunda.be

How do we take care of the furniture?

Unfortunately, our furniture is not Belgian-weather-proof. We expect you to take care of the items accordingly and protect them at all times against rain or other weather conditions that can damage them. At night, we expect them to be stored safely in a dry, humid and frost free space. We would love to see them return in a clean state to the warehouse. If this is not the case, we might charge an extra cleaning fee.

Oops, I broke it.

No worries, it happens! If something gets broken or damaged during the rental period, we will charge a small fee. For example an upholstery cleaning fee if something got spilled. If you notice some damage upon delivery of the goods, please contact us immediately. This way we won’t charge you for it after the rental period.

Can we return the tableware without cleaning?

Of course! We do charge a small cleaning fee of 0,20 euro per piece excluding VAT though. If your kitchen team at the location can spotlessly clean and dry our cutlery, glasses and plates, we won’t charge you a thing. But be careful: not all our items are dishwasher safe.

What is the delivery fee?

Our delivery fees vary for each order. We take into consideration the hours spent loading and unloading at both our warehouse and the location. This service costs 59 euro excluding VAT per hour. Deliveries after 17h and before 8h or during the weekend are charged at 150%.

For the fuel and truck expenses we charge 0,60 euro excluding VAT per kilometer, this is calculated from the warehouse to the location * 4, since our delivery team will drive this route four times.

Do you require a security bond?

Yes! We really care about all our items and love to see them return safely to our warehouse. Generally we require a bond of 25% of the total order amount, with a minimum of €300. This will be returned within 15 days after the event.

Can I pay with eco cheques?

Unfortunately, this is not possible.

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