Customer service webshop
Questions or comments about our online shop? You'll find answers to the most frequently asked questions below.
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Ordered before 11.30am, shipped the same day. The standard delivery time is 24h within Belgium. Due to delayed payments or logistical problems, this can be extended by 48h. For packages with exceptional dimensions (e.g. bike carriers), delivery may take slightly longer.
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If you want to order something that is not (no longer) listed on our website, we advise you to contact customer service at shop@vanomobil.be or 056 430 185.
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Feel free to leave your contact details via the "keep me informed" button, and we will send you an e-mail as soon as the product is back in stock.
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If you have any questions during the ordering process, please contact our shop manager at shop@vanomobil.be or 056 430 185.
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At each step of the order and delivery, you will be kept informed via e-mail. After the receipt confirmation, you will also receive a shipping or pick-up confirmation. For additional questions, you can also contact us at shop@vanomobil.be or 056 430 185.
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If you have any questions during the ordering process, please contact our shop manager at shop@vanomobil.be or 056 430 185.
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When completing your order, you can very easily create an account. Your login is your e-mail address.
An account has many advantages:
- You do not have to re-enter your details for subsequent orders
- You can consult or download your orders and invoices at any time
- You can follow the status of your order: new, pending, sent, ready for collection, completed or cancelled.
For the time being, you can only use this account to track orders in the online shop, and not for other Vanomobil services.
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When completing your order, you can very easily create an account. Your login is your e-mail address.
You can currently only use this account for orders on the webshop, not for other services provided by Vanomobil.
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The standard delivery time is 24h within Belgium. Due to delayed payments or logistical problems, this can be extended by 48h. For parcels with exceptional dimensions (e.g. bike carriers), delivery may take slightly longer.
- Shipping à ordered before 11.30 a.m., shipped the same day, delivery within three days
- Collection Deerlijk à in stock = immediately available
- Collection Hoogstraten à available in 5-10 working days
- Collection Tremelo à available in 3-5 working days
- Collection Lokeren à available in 3-5 working days
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Shipping costs are calculated via the weight of the order:
- €7.42 for parcels up to 10kg
- €9.90 for parcels of 2.001 and 10kg
- €16.24 for parcels of 10.001 to 30kg
Parcels longer than 1.5m or heavier or becoming 30kg can be collected from any of our 3 branches.
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Your parcel can be delivered to the address of your choice (within Belgium). Please set the shipping address correctly when completing your order.
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Delivery is done entirely by the supplier, Bpost. If you are not at home during time of delivery, you can coordinate further with them.
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Vanomobil has four sales points, conveniently spread across Flanders (Deerlijk / Hoogstraten / Tremelo (Baal) and Lokeren). So there is always a point of sale close to you. If you choose to pick up your order at one of our points of sale, you will receive an order confirmation and a date and time from when your order will be ready for you. This way, you do not lose valuable time once you arrive at the shop.
- Pick-up Deerlijk à in stock = immediately available
- Pick up Hoogstraten à available in 5-10 working days
- Pick up Tremelo à available in 3-5 working days
- Pick-up Lokeren à available in 3-5 working days
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All packages are delivered in Belgium only.
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You can always return the purchased goods. This must be done within 7 days of delivery by e-mail. Goods must always come with the (undamaged) original packaging & accompanying invoice. Shipping costs are borne by the buyer.
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Returns are entirely at your own expense and responsibility. Only when the ordered item arrives at the shop and the condition is the same as how it was sent will the refund be initiated. This can take up to 30 days.
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If you wish to return the item ordered, you must take the following steps:
Within 7 days of receipt, confirm via email that you wish to return the item, including the reason + the purchase invoice.
The item must be sent back to Vanomobil within 7 days of this mail.
When sending the item, please also communicate the tracking number of the shipment via e-mail.
Upon arrival of the item, it will be checked by us for damage or wear and tear. Should this be the case, the item will not be taken back and it is the customer's responsibility to get the item back to him. If the item is in perfect condition, we will forward a confirmation email of cancellation. Within 30 days, the amount paid will also be refunded.
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The legal guarantee can be invoked if the non-conformity of the delivered good is established within 2 years from the delivery of the good.
The legal guarantee starts to run from the delivery of the good to the consumer.
If the good becomes defective within the first six months from delivery, the defect is presumed to have existed since delivery. The seller must prove otherwise if he does not agree.
If the defect of the good is established more than six months after delivery, you, the consumer, must prove that the good was non-conforming at the time of delivery.
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If you have not received a payment confirmation, it may be that the payment has not yet been made. If you still have not received payment confirmation after 3 working days, please send an e-mail to shop@vanomobil.be reporting the problem.
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You will receive a personalised receipt with every purchase. If you wish the purchase to be billed to a company, please indicate this at the time of ordering, along with billing details. Once payment is complete, we cannot change anything.
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When you place an order, the time the payment is received is taken into account.
When we receive the payment on a working day before 11 am, the ordered item will be shipped the same day. Then the item will be delivered to your home within 24 hours. If payment is made on Friday before 11 am, the package will not be delivered until Monday.
In certain cases, it is possible that customs control, strikes or other logistical problems may take longer for the package to reach you. At these times, you will be notified via e-mail and an explanation will be given.
When the parcel is sent, you will always receive the tracking code with which you can follow it. The carrier will also keep you informed by e-mail about expected delivery time and possible problems.
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Our webshop receives your payment via the Dutch payment service provider Mollie.
Mollie is a payment platform for online shops. They act as an intermediary and ensure that money is transferred securely from your bank account to our online shop. You will therefore also see "Mollie" or "Stg Mollie Payments" on your bank statement, not Vanomobil. Mollie complies with all guidelines for internet payment security set by the European Banking Authority. We also receive permanent supervision from the Dutch Central Bank. Mollie and Vanomobil guarantee careful and secure processing of your data.
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You can pay via the following methods:
- Bancontact via card reader or app
- KBC and Belfius online backing apps
- Credit/debit cards: VISA, Mastercard, American Express
- Online payment services Klarna
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Your order may have the following statuses:
- New: thank you for your order on our webshop, our team will deal with it as soon as possible.
- In process: we are processing your order.
- Sent: the order has been sent from Vanomobil Deerlijk with BPost.
- Ready for collection: this order is ready for collection at the chosen location.
- Completed: this order has been completed.
- Cancelled: this order has been cancelled.