Orders
Returns & Exchange
Verzending
MIJN ACCOUNT
Payments
Purchase as a Guest
Orders
How can I find the status of my order?
Easy! Log in to your account and view your Order History on the Order page under My Account. Please note that the Order History will not be updated until the product(s) have shipped. After shipping we will sent you an e-mail with the track & trace code. If you purchased your item as a guest and want to track your order, click here.
How do you keep me updated regarding my order and the status?
First you’ll receive an e-mail for the order confirmation after the payment.
The second e-mail will be regarding the order invoice. We will than start processing the order. When your order leaves our warehouse to the destination you indicated, you will receive an shipping confirmation email, with a link to track your package!
I have placed an order but it is not I stock anymore, what can I do?
We do our utmost to keep the stock up to date. If you order a product which is unfortunately out of stock, we will inform you as soon as possible. You then have the choice to wait (subsequent delivery) or cancel the order. If subsequent delivery is possible, we will keep you informed when the product is back in stock. You will be notified within 24 hours. If subsequent delivery is no longer possible, you will be notified and the order will be canceled. In that case, payments made will be returned to you as soon as possible, but no later than 20 business days after cancellation.
Will you restock items that are indicated as “out of stock?”
Yes, we try our best to replenish our stock as quickly as possible. If it is not possible to restock the item, we will remove it from the shop.
How can it happen that I received a different size, product look or composition of the product?
Bonus size: Some images show bonus sizes. We always send standard sizes, unless bonus sizes are in stock.
Product look: It is increasingly the case that manufacturers renew their labels. It is therefore possible that you receive a product with a new look, which differs from the image shown on the website. You can request a photo by e-mail / WhatsApp at any time.
The composition of the product: The products are renewed regularly. It is not possible to keep track of the composition of all products. If you want to know if a composition is still correct, you can always send an e-mail or an WhatsApp message to us. We will then email you a copy of the composition (back of the jar or bottle).
Have you ordered a product, but the composition is different than you expected? Then you may return the product, but the shipping costs are for your own account. Please follow our returning process!
Can I cancel an item in my order?
As long as you have not finalized the entire purchase process, you can delete any item from your shopping basket. Otherwise, you should cancel your order.
Once you have paid for your order it is not possible to cancel the order by yourself. Please contact the customer service department, and we will solve the problem as quickly as possible.
Verzending
What are the shipping cost and delivery times?
BELGIUM AND THE NETHERLANDS
Orders must be placed by 14PM to start processing on the same day. Processing time usually takes 1 business day. Delivery times are based on orders placed between Monday – Friday (if in stock.) When placing an order you will also receive the expected delivery date. The delivery time depends on the carrier, you will find more information on the site of our partner carriers:
BPOST – www.bpost.be
DHL– www.dhl.nl
All orders are shipped on Monday through Friday (with DHL also saturday), excluding federal holidays within Belgium and Holland.
|
Shipping Methods |
Costs |
|
Pick up in store* |
Free |
|
Standard Shipping (BE/NL) |
€6,95 |
* Click here to find us our local stores! Please remember when you pick-up your order, you will need to present your ID document.
A written authorization and a photocopy of the buyer’s ID document will need to be submitted at the drop point/ Tropy shop if the order is being collected on behalf of the buyer.
International Shipping
We ship international (inside the EU) orders through DHL, PostNL, DPD and BPOST. The shipping rate depends on the weight and the country. Tropyshop.com free shipping for orders up to €450, -. Where available, you will be able to select your preferred shipping method at checkout.
All orders are shipped on Monday through Friday, excluding federal holidays within Belgium.
Note: While beauty and quality knows no boundaries, international orders may be subject to import taxes, customs duties and fees charged by your country’s customs department upon arrival. When you order from Tropy Shop, the recipient of the shipment is the importer of the package and is responsible for all such import costs, as well as for complying with all laws and regulations of the destination country. Tropy Shop doesn’t collect duties and taxes, and no matter how smart we are, we can’t predict what your specific costs will be. Customs policies vary from country to country, so please check with your local customs office for more information.
Which countries does Tropy Shop ship to?
Tropy Shop accepts orders from and ships internationally to: Belgium, Germany, France, the Netherlands, Luxembourg. All the products of the Tropy Shop webshop are also available for purchase at our stores in Belgium and the Netherlands. Click here to find us our local stores!
What happens when I am not home when my order arrives?
Depending on the carrier, you will find more information on our partners site:
BPOST – www.bpost.be
DPD – www.dpd.com
POSTNL – www.postnl.nl
payments
What forms of payment does Tropy Shop accept?
We currently accept all major credit cards (MasterCard, and Visa), PayPal, Belfius and IDEAL.
What should I do when I am having trouble with the payment?
If you receive an error message related to credit card authorization failure, double check that the billing address on the credit card and matches your account billing address, try re-entering your CVN or security code, and be sure that the card is current (not expired) and valid. After validating the information you’ve entered and an error message is received a second attempt, contact your financial institution for further assistance.
What is included in the price?
All shown prices are included VAT. The order does not include local taxes and shipping costs, the shipping costs will be determined at the checkout page.
Tip: If you live nearby the Tropy store you can save on shipping costs and choose for the local pick up.
Returns & Exchange
How can I return or exchange an item?
It’s easy! For orders from Belgium and the Netherlands just follow our return process.
Return or exchange the items within 14 days of purchase. Unfortunately, we can’t accept returns or issue refunds after 14 days.
Step 1
Get in touch with us by mail (info@tropyshop.com) and let us know that you want to return/exchange your order, the reason, your order number, the replacing item and your name. In case of receiving a wrong or defect item please contact us within 24 hours after receiving the package.
Step 2
Put a mark around the item you wish to return/exchange on the packing list and put your item(s) in the original packaging, or any well-padded envelope or box. For quick processing always attach a copy of the purchase invoice with the statement ‘cancellation’. Psst.. You can also bring the package to our local Tropy shop in Belgium or the Netherlands. Checkout our store locations trough our contact page.
Step 3
Create and print your return label in your account portal and attach it securely to the package. Make sure your name is on the document. Seal up the box and drop it off at your local return point. The costs for returns is for the buyer.
Our adress:
Tropy Shop
Returns Department
Kloosterstraat 3
3920 Lommel, Belgium
Step 4
Once we receive the items, we’ll process your return/exchange as soon as we receive it. Please note it may take up to 20 business days for the credit to appear on your account. Tropy Shop cannot be held responsible for shipments that do not arrive at our depot. So consider whether you want to send your shipment registered and insured. Also make sure you frank the shipment sufficiently, otherwise we cannot accept it. For more information check our FAQ return & exchange procedure.
Note!
- If you do not return the products in the same condition as in which you received the products, we can charge you for the products or the costs of collecting the products.
- For hygiene reasons headcaps and other hair accessories (hair clips, elastics, scrunchies, etc.) may not be returned or exchanged.
FOR INTERNATIONAL ORDERS
Unfortunately, we can’t offer merchandise exchanges on orders shipped internationally. Only credit back to the original form of payment is available.
In special cases, if you’re returning a purchase, you may be eligible for a refund of a portion or all of the duties and taxes from your local customs office. Contact that office directly for details. Please note it may take up to 20 business days for the credit to appear on your account.
What should I do if I receive an incorrect item or a defective item?
Tropy Shop takes great care to send your order as well as possible. In case of receiving a wrong item/ defect item please contact us within 24 hours after receiving the package. Get in touch with Tropy Shop by info@tropyshop.com or via our whatsapp button and let us know that you want to return/exchange your order, the reason, your order number, the replacing item and your name. Then please follow the return process of Tropy Shop from step 2.
In case you want to exchange an item. Please send the defective or incorrect item(s) back to us, using the return process. Once we receive the returned item(s), we will gladly send you a replacement.
Can I exchange or return my tropyshop.com purchase at a Tropy store?
Yes, purchases from Tropyshop.com can be returned or exchanged at our Tropy store in Belgium and the Netherlands.Click here to find us our local stores!
Restitution: what, how and when?
What
In case of return of damaged or incorrectly delivered products, we will refund the following to you: the full amount of the purchase; the cost of shipping the products to you; the costs of the return to us. If this is not the case we will only refund full amount of the purchase.
We do not return the amount if it appears:
- Goods or services, the price of which is subject to fluctuations in the financial market, over which the supplier has no influence and which may occur within the withdrawal period.
- Goods that have been manufactured according to the buyer’s specifications, for example custom work, or that have a clearly personal character.
- Products whose shelf life has expired within the reflection period of 14 days (spoilage).
- Sealed products that are not suitable for return for health or hygiene reasons and of which the seal has been broken after delivery.
- For goods or services that cannot be returned due to their nature, for example in connection with hygiene or that can spoil or age quickly.
- Missing original labels.
- Products that have been opened and / or used.
- Goods whose original packaging is damaged.
- Buyer has not reported the return and not within the stipulated time.
How
Expect to receive a refund in the same payment method as paid. If you return an order in one of our local stores. Click here to find us our local stores!
When
Upon approval, you will receive confirmation telling you the amount which will be paid within 20 business days. Turnaround time on a credit card and/or a PayPal account always depends on your bank.
What can I do if the amount of my refund is incorrect?
Contact the customer service department, and we will solve the problem as quickly as possible.
my account
What information do I need to register for an account?
To register for a Tropy Shop account you need to provide your name, email address and a password. Don’t worry about filling out the rest of your account information right away. Shipping, billing, and addresses can also be provided later on. Once registered, you can check out your order status, order history and manage your account. Your personal information is check out our privacy policy.
How do I change my login e-mail address or password?
You can change your login email address and password by clicking on ‘My Information’ within your account. Please note that your email subscriptions will be sent to your new email address and any emails related to the order will go to the email address provided at checkout.
I forgot my password, how do I log in?
We’ve all been there. Please note that passwords are case-sensitive. If you have forgotten your password, please click on “Forgot Your Password?” below Log In and follow the instructions to reset.
Purchase as a guest
How can I purchase as a guest?
This website also allows purchases to be made using the ‘purchase as a guest’ feature. When using this purchase method, you will be asked only for the information that is essential for processing your order. Once the purchase process has been completed, you will be given the opportunity to register as a user or continue as an unregistered user.
How can I track my order as a guest?
If you purchased your item as a guest you can track your order in the track & trace e-mail that you have received from us. Or use our order tracking page here.
contact us
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