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FAQ ?

SECURITY

Is your website 100% secure to process a payment?

We work with the company Ogone, who is one of the European leaders for secure Internet banking transactions. Our payment system (credit card, bancontact or bank transfer) is provided by Ogone.

In order to ensure the security of your banking details, any information related to your card details is not stored on our internet site. All on-line payments are effected by Ogone.

ORDERING

How do I order?

It’s very easy!
  • Browse through our products to find what you like.
  • Once you have found the product you like, add it to your shopping cart.
  • You can either continue to browse our range or pass directly to confirming your order if you have made your selection.
  • In order to confirm your order, please click on « Finalise your purchase » or « Confirm your order ».
  • You will then be directed to the identification page to create a client account.
  • If you have already signed up as a client, you only have to log in. During the next step, we will ask you to indicate your billing address and your delivery address. If you are an existing client, this information will populate itself. Don’t forget to click on “I accept the General Terms and Conditions of Sale”.
  • A summary of your order will then appear containing all of the information pertaining to your order.
  • Your order is almost done! You will then be redirected to Ogone’s secure platform where you will be able to effect the payment of your purchases by credit card, bancontact or by bank transfer.
  • As soon as your payment has been processed, you will be redirected to the confirmation page where you will see that your order has been recorded in our system and sent to be prepared.
  • You will also receive this confirmation by email.

I have a promo code, how do I use it?

We will ask you to enter the promo code during the ordering process. The corresponding value will be deducted from the total to pay and will appear on your bill.

PAYMENT

What payment methods are accepted ?

Visa, Master Card, Bancontact, bank transfer.

How can I do a bank transfer as payment ?

This is possible in our e-store.
If this is the case, the order will be prepared alone upon receipt of the total amount due.

Can I return my purchase?

Yes, you have 14 calendar days to return your products. You must notify us by email at «info@otonom.be», a confirmation of your cancellation will then be sent back to you by email. Any administrative and bank fees will not be refunded. Please ensure than products have not been damaged or used, and are still in their original packaging

My payment by card has been refused, why and what should I do?

Each online payment is verified and approved by our online payment platform OGONE.

If the payment is refused, several explanations are possible:

  • The information given is incorrect.
  • Your credit card does not accept on-line payments.
  • The desired transactions causes your credit card to exceed its credit limit.
  • Your card approaches its monthly spending limit.
  • There is a lag between your bank’s approval of the transaction and the payment platform.

If you payment has been refused, we advise you to contact your bank or financial institution who will be able to inform you of the nature of the problems. Additionally, we offer the option of bank transfer to pay for your order.

DELIVERY

What happens if I can’t be there for the delivery ?

As soon as we send the package, you will receive tracking information for your order. Despite that, if you are absent at the moment of delivery, a second delivery will be automatically scheduled for the next working day.

You can also directly contact the delivery service (BPost) to arrange the delivery time and date to your convenience. In any case, we advise you to track your package to assure a rapid and hassle-free delivery.

How long does delivery take ?

Notre délai de livraison se situe entre 3 et 5 jours pour les produits en stock et un délai de 10 à 15 jours pour les produits hors stock.

Our delivery time is between 3 and 5 days for products in stock and up to 10 to 15 days for products out of stock. If you order several different products in the same order and they have different estimated delivery times, the waiting time of the total delivery is based upon the delivery time of the product with the longest delay. You will receive an email confirming the estimated delivery time.

However you also have the option to leave a message during the order process to specify if you would like a partial delivery, that is to say the products in stock will be delivered first then the other products will follow. OTONÔM in the interests of reducing its environmental footprint encourages you to choose a single delivery. The times indicated are the average times, without commitment on our part.

Any eventual delays do not entitle the customer to cancel their order, refuse the receipt of merchandise or demand indemnities or penalties for the delay.

My package hasn’t arrived, what should I do?

1) Please ensure that the order was processed correctly and that you have received a payment confirmation by email. If the product is not currently in stock, you should have been informed by email of the additional delay. Double check that you have received such an email.

2) Please click on the link “My Account” on the website and consult the delivery status of your package.

3) Please contact us by mail using the information on the contact section of our website, specifying the order number / reference and selecting delivery from the drop down menu.

4) We will then investigate with the delivery company as to the location of your products

I have forgotten my password, how can I access my account?

Once you are at the login page for accessing your account, click on the link « I have forgotten my password », upon entering your email address, your password will automatically sent to your address.

How can I change my personal details (address, unsubscribe to our newsletter, etc…) ?

Please click on the “My Account” section, accessible in the top right corner of each page of the website. After logging in, you are able to modify all personal details, as well consult and print all orders and bills.

PRODUCTS

How long is your warranty valid for ?

The warranty for each product is detailed in the description of the technical specification. In the event of any problem with one of products, please send us an email using the form located in the contact section of this website to specify your problem or your question. We will then contact you regarding the appropriate procedure according to the nature of your problem

I can’t find the product I’m looking for !

To easily look for a product, all you need to do is type the product name or key word in the search bar or browse through the different categories available : energy saving, healthy house, ecological garden.

It is possible that the product you are looking for is not available in our range. Please contact us and we will do our best to locate the product through our network of suppliers. If this product is a success, we will offer you a gift voucher to the value of the product.

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