If you cannot find an answer to your question please don’t hesitate to contact us.
How can I reach you?
Our customer service is ready to answer your questions quickly and adequately on business days between 9 a.m. and 5.30 p.m. The customer service team also has extensive hands-on experience with all the products we sell. You can reach us on phone number +31 (0) 85 1304523 or via e-mail: info@ducq.com.
How can I place an order?
On each product page, products can be placed in your shopping basket via the 'Add' button. When you have done that you are redirected to the shopping basket page. Here you’ll find an overview of the products in the shopping basket. When you then click the 'Go to shopping basket' button you enter the ordering process.
We use a so-called 'one-step-checkout'. This means that you can conveniently fill out all the details needed for placing an order on 1 page. Before you can finalize your order, by clicking on the 'Place your order' button, you have to check the 'Yes, I agree with the general terms and conditions' box. This also implies that you’ve checked your order and that all information has been filled out correctly.
When you click the 'Place your order' button, the purchase agreement is concluded. You then leave our website and are redirected to the secure environment of our payment provider, Mollie (https://www.mollie.com). After we have received the payment we will ship your order (with the exception of Klarna). As soon as we received an approval of Klarna we will ship your order. You will pay after you have received your order according to the payment conditions of Klarna. See also terms and conditions at the bottom of the page of the Klarna payment terms.
Can I pay in a secure way?
We have protected our website by using the best techniques. This way all our payment methods are secure. You can choose from iDEAL, PayPal, Apple Pay, Bancontact / Mr. Cash, KBC/CBC Payment Button, Belfius Direct Net, ING Home'Pay, SOFORT banking, EPS, Giropay, Przelewy24, bank transfer, credit card or Klarna (postpay).
All prices mentioned in our web shop are inclusive of VAT, unless otherwise indicated. The price you see on the product pages is the price you pay. This includes transport and/or order costs in the Netherlands & Belgium.
Can I return my order?
You have a cooling off period of 14 days. Should you not be satisfied with the product you can return it to DUCQ free of charge – if reasonably possible, not used and in the original packaging without giving reasons. We’ll refund the purchase amount as soon as we’ve received the product in good order.
Below you can read how the withdrawel right works exactly.
You have the right to withdrawel the agreement within a term of 14 days, without giving reasons.
The wihtdrawel period expires 14 days after the day on which you or a third party designated by you, who is not the shipper, receive (s) the goods physically.
To exercise the withdrawel right, you need to inform us via an unambiguous statement (for example in writing, via mail, fax or e-mail) that you want to withdrawel the agreement.
To adhere to the withdrawel period it suffices to send your notification involving the execution of the withdrawel right before the withdrawel period has expired.
You may return the products to:
DUCQ
Zeelandhaven 6
3433 PL Nieuwegein
The Netherlands
Returns are free of charge when you use an UPS access point. You can find the closest location near you via this link: UPS.com.
Of course you can return the products in a different way as mentioned above. In that case you will have to bear the direct costs of returning the goods.
Withdrawel consequences
If you withdrawel the agreement, we will repay you all payments you’ve made until that time, including shipment costs (with the exception of any extra costs as a result of your own choice for a different way of shipment than the cheapest standard shipment offered by us) without delay and in any event no later than 14 days after we have been informed about your decision to withdrawel the agreement.
We will repay you by using the same means of payment with which you have executed the original transaction, unless you have expressly agreed otherwise; in any event you will not be charged for such a repayment. We are authorized to withhold the repayment until we have received the goods in good order, or if you can supply evidence that you have returned the goods, whichever is the earliest.
You should return or hand over the goods to us without delay and in any event no later than 14 days after the day you have informed us of your decision to withdrawel the agreement. You are responsible for the devaluation of the goods resulting from the use of the goods which goes beyond determining the nature, characteristics and functioning of the goods.
How long is the warranty period?
Our 100% manual quality check warrants the best quality and we support our products 100%. If your product does, however, break within 10 years after your purchase we will replace it free of charge.
Next to this factory warranty it goes without saying that we also follow the legal warranty that you are entitled to as a consumer. This legal warranty means that a product does what you might reasonably expect it to do. If you handle our products in a normal way and a default arises which is not caused by tear and wear, we will replace or repair the product. Your rights and duties with regard to the legal warranty can be found on, for example the website of the Dutch Consumer Association: http://www.consumentenbond.nl/juridisch-advies/juridische-hulp/garantie/buiten-garantietermijn/
I have a complaint. What now?
It goes without saying that we take each complaint seriously. In the event of a complaint we ask you to inform us about it as soon as possible via info@ducq.com. The reception of your complaint will be confirmed within 1 business day. We aim to provide a solution within 3 business days after we have received your complaint. This could be by shipping a new product or by repaying the purchase amount. We always determine this in consultation with you. You will receive a substantive response from us no later than 14 days after reception of the complaint.
