• 4,95(BE)/6,95(NL) & GRATIS vanaf 85€ (BE/NL)
  • Winkel in Antwerpen sinds 2012
  • Uniek assortiment, Persoonlijk advies
FAQ - Customer support
1 FAQ about "MY CART"
1.1 Are there shipping costs?

We always pay a part of the effective shipping costs with tracking for shipments within Belgium and to the Netherlands. We will even pay the full shipping costs for orders from 85 euros, within Belgium and to the Netherlands.

You will see the shipping costs for your order at the bottom of your shopping cart, so before completing your order.
Enter your country (the country of destination) at the bottom of your shopping cart at 'Calculate shipping costs' and click on 'View'. For some countries you will also be asked to enter the zip code.

Is the option 'shipping without tracking' is offered? It is slightly more economic, but your shipment will not traceable and on your own responsibility.

1.2 What if I choose 'no tracking'?

Is the option 'shipping without tracking' is offered? It is slightly more economic, but your shipment will not traceable and on your own responsibility.
Because your order can not be tracked, nor we nor the shipper are not responsible for loss of the shipment.
Also, the shipment will often take longer to arrive at your home.

1.3 Do you ship abroad and impact on VAT?

Yes, we ship abroad.
Choose your country below 'my basket'. There you can also see the shipping cost.
See "Where can I see the shipping cost?" for more information.

Are you ordering from a EU country other than Belgium? As soon as you sign in or choose your country below + ‘View’ and ‘Update shopping cart’, the VAT rate of your country will be applied, in accordance with EU e-commerce VAT regulation dd 7/21.
Since this law, every webshop is therefore obliged to apply the VAT of the country of destination.

Unless your product is made to order and will potentially be sent directly by the maker, we ship all orders with BPost. The shipments are then transferred to your local postal services in your country.

We ship outside Belgium to the following EU countries: The Netherlands, Germany, France, Luxembourg, Greece, Denmark, Finland, Sweden, Spain, Italy, Portugal, Austria, Ireland, Poland, Hungary, Estonia, Lithuania and Latvia.

Outside the EU we ship to Switzerland, Norway, US, Canada, Russia, Japan, Hong Kong, Taiwan, China, Australia and New Zealand.
Due to the complexity and regulations since Brexit, sadly shipping to UK, Scotland and Wales is not feasible anymore.

Is your country outside EU, then be our VAT will deducted for export.
See 'Export information' for more information.

1.4 Export information:

Is the shipping address / your country is outside EU, do note that our Belgium VAT (21%/6%) is included in all prices you see on our website and that this VAT will be deducted during the completion of the order.

An example:
Let's assume you are ordering an item of 129 euro
Shipping cost to USA is for example: 37,95 euro
Total: 166,95 euro
When you choose your country below your shopping cart + ‘View’ and ‘Update shopping cart’, the VAT will be deduced:
166,95 euro minus 21% VAT = 137,97euro
So in this example 137,95euro will be the final amount of your order.

Do note:
- Your local customs might charge import taxes or/and your local VAT. For more information on that, please contact your local customs. We have no influence or insights on the different import rules and regulations in your country. We are not responsible or accountable for actions taken by your local customs.
We trade under Incoterm® DAP.
- If you are outside EU: ordering products that are alowed to import in your country is your responsibility. Import rules are different in every country, please check at you local customs if you are unsure, before ordering.

Outside of the EU we ship to Switzerland, Norway, US, Canada, Russia, Japan, Hong Kong, Taiwan, China, Australia and New Zealand.
Due to the complexity and regulations since Brexit, sadly shipping to UK, Scotland and Wales is not feasible anymore.

1.5 Can I also pick up my order myself?

Yes of course, with a few exceptions*, orders can also be picked up in the store in Antwerp.
Choose 'collection' when completing your order. Regardless of which payment method you choose, you can always choose in the store whether you pay cash, with bancontact/pin or other payment methods that we accept.


You will receive a message from us when your order is ready. If at that time there are different opening hours or if the ordered item has to be back in stock, you will also be notified by e-mail.

PurrFect Design  
Lange Klarenstraat 25
2000 Antwerpen           
Belgium
More info and opening hours: click here

* There are some exceptions, such as furniture made to order. You will then be contacted shortly after placing your order to inform you about this. Advance payment will also be requested.

2 My order
2.1 Can I still change my shipping address?

If we have not yet processed your order we can still adjust your shipping address for you.
Please contact us via [email protected].
But if we have already started actualy processing your order, it is no longer possible to change your shipping address.

So please, when placing your order, always check your address details carefully whether it is correct, including your zip code, so you avoid problems.

2.2 Where can I see my previous orders?

You need an account to view your previous orders.
Sign up and then click on 'My account' and 'My orders', here is an overview and status of all your previous and current orders.

Don't have an account yet? Then look at 'An account, how to create and benefits'

2.3 An account, how to create and benefits

Don't have an account yet?
Click on 'LOGIN', you will find this at the very top and at bottom of the webshop if you surf on your computer. You can find it at the bottom of your phone.
Then choose 'create an account' or choose to log in with your facebook account if you prefer (note, the email address you use for facebook will be used).
Then fill in the requested information (name, address, telephone number, ...).

What are the advantages?
- you have an overview of all orders you ever placed with us
- you see the status of your order(s)
- your address and shipping details will be filled in automatically with your next order as soon as you log in. This way you avoid mistakes in your address(es), because you don't have to enter it every time with every order.
- of course you can manage your address(es). So you can change your address if you move, for example, so that your future orders will be sent to that address (note, this is not possible for orders already placed).
- you can make a wish list. You can list items that you like, so that you can easily find them for a future order. You do this by clicking on 'add to wish list' at the relevant article.

2.4 My invoice

You will automatically receive your invoice digitally in PDF, as an attachment to the confirmation email of your online order. This will not be sent on paper.
You can therefore print it out or save it digitally on your computer.
Can't find them anymore? Then we can resend it to you.
Send us an email ([email protected]) and state the order number of your order and your name (or the name you used to place the order) and we will resend you the invoice.

3 Shipping & Payment
3.1 Shipping

Shipping
Timing: Our goal is to ship your order within 3 working days after receiving your payment, unless otherwise indicated in the description of the product.
If this is not possible you will be contacted and your order will be shipped as soon as possible, if you do not wish to wait, your order will be cancelled and the payment you made refunded.
Orders will be shipped when complete, unless otherwise agreed.
Our shipping days are Tuesday, Wednesday and Friday.

Shipping cost: You can see the shipping costs below your shopping card, before you confirm your order. Within Belgium and The Netherlands they are fixed and shipping is free for orders as from 85 euro.
For some small orders you have the option to choose “ shipping without tracking” ('no tracking'). In this case your order cannot be tracked and we and the shipper are not responsible for loss of the shipment.

Pick up in the shop in Antwerp
I you wish to pick up your order in the shop in Antwerp, we will notify you when it is ready for pick up. If you chose an item that is made to order, advance payment may be requested.
For more information and opening hours: click here

You pay your order with Paypal?
Do note that the shipping address that you enter during Paypal payment must match the shipping address that you specify in your order. If these addresses are not the same, we must send your order to the address you specified at Paypal, this is due to the Paypal regulations.

Note: If you are outside EU: ordering products that are alowed to import in your country is your responsibility. Import rules are different in every country, please check at you local customs if you are unsure, before ordering.

3.2 Payment

Following payment methods are possible. Choose the prefered method when finalizing your order.

- iDEAL, Bancontact/Mister Cash
You can immediately pay for your order online. Transaction costs we completely take for our account.

- PayPal (to [email protected])
www.PayPal.com offers anyone with an email address and creditcard or bank account the ability to send and receive payments securely online.
We take care of part of the transaction cost for our account, you only pay a contribution of 2%.
If you decide to pay with Paypal after completing your order, please add 2% to the invoice amount and send the PayPal payment, stating your order number, to [email protected]net

Please note: the shipping address that you enter during Paypal payment must match the address that you specify when you place your order in our webshop. If these addresses are not the same, we must send your order to the address you specified at Paypal, this is due to the Paypal regulations.

- Bank Transfer
Deposit your total invoice amount on the KBC bank account of Milaya gcv:
IBAN: BE58 7310 1366 8079, BIC KREDBEBB
(Bank address: KBC, Grote Markt 24, 2500 Lier, Belgium)
Include your order number in the comment.

- Pick up
You can also pick up your order in our shop in Antwerp, we will notify you when it is ready for pickup. You can either pay online or in the shop with bancontact/Minster Cash or cash.
If you choose an item that is made to order, advance payment may be requested.
Purrfect Design is situated in the heart of Antwerp, click here for more information.

3.3 Packaging

Out of respect for nature, shipments are packaged as much as possible in recycled material. The box can therefore deviate from your expectation. But it is obviously the content that counts :-)
The filling material is also 95% recycled or reused material.


4 Returning or cancelling
4.1 Cancelling your order?

You wish to cancel your order before we have shipped it.
=> just let us know: [email protected]
We will cancel the order, send you the credit note and if the order is already paid, we will refund the order via the payment method* used by you to pay the order.
* if you are outside EU and you have paid with bank transfer, refund will only be possible via PayPal.com.

Your order had already been shipped by us.
=> The order has not arrived yet? If the order has not arrived yet, you can refuse the order when it is offered to you. In that case it will be automaticaly return to us. We will refund the order as soon as it is received by us, via the payment method* used by you to pay the order.
* if you are outside EU and you have paid with bank transfer, refund will only be possible via PayPal.com.
=> You have already received the order? Than cancelling is no longer possible of course. See 'Return order' for more info.

4.2 Return order?

Returns are possible up to 14 calendar days after your received the order. Only unused items* can be returned in their original packing. Jackets or shirts that your cat or dog has tried on? Please remove the hairs.
* Exceptions are custom made items, discounted items, discount codes and gift cards. Even if they haven't been used yet.

Returns with no or insufficient postage will not be accepted. State the ordernumber cleary on and in the package or add a copy of your invoice. 
Return address:
PurrFect Design
Lange Klarenstraat 25
2000 Antwerpen
Belgium

We do not accept returns sent to a postal point or parcel locker.

Shipping costs are at your expence, unless the return is due to a defect or damage (see 'Defect, fault or damage').
You can of course also return the articles to the store in Antwerp.

We will refund the order as soon as we received it, via the payment method* used by you to pay the order.
* if you are outside EU and you have paid with bank transfer, refund will only be possible via PayPal.com.
If you are outside EU:
- we do not reimburse import taxes due on the returned shipment (paid in your country or Belgium).
- ordering products that are alowed to import in your country is your responsibility. Import rules are different in every country, please check at you local customs if you are unsure, before ordering. So if the item is returned to us due to not being allowed in your country, or the customs of your country detroy the shipment for that reason, we do not refund.

4.3 Defect, fault or damage?

The products are checked before shipping. Yet it can happen that an item has a defect or we send you the wrong item by mistake.
In that case contact us within 5 days via [email protected]
- Include your order number
- Describe the problem
We will provide an appropriate solution. If the item needs to be returned, we will of course reimburse the shipping cost.
We do not reimburse registered mail, unless otherwise agreed.

It can happen that a shipment was damaged during transport/shipping.
In that case contact us within 5 days via [email protected]
- Include your order number
- Describe the problem and add a picture of the damage
- if the shipping box is also damaged, please add a picture
- save the shipment until we confirm that it needs to be returned or may be destroyed
We will provide an appropriate solution. If the item needs to be returned, we will of course reimburse the shipping cost.
We do not reimburse registered mail, unless otherwise agreed.

5 Discount code, voucher or gift certificate
5.1 Where do I enter it?

Nice that you have a discount code, voucher or gift card!
Enter your code at the bottom of your shopping cart, in the field 'Discount code or gift card' and click 'Apply'. The discount/voucher value is then automatically deducted, divided over all products in your shopping cart.


Do you unexpectedly get an error message when using your discount code, voucher or gift card?
- You may have used the gift voucher before with a previous order or in our physical store.
- Check that you didn't make an error in the code.
- Check whether it is already past the expiration date.
- You may have a discount code or voucher that is valid from a certain minimum order amount and this amount has not yet been reached.
- You may have a discount code or voucher that is valid for a certain product or product group and you ordered other items.


Do note, you can only use 1 discount code, voucher or gift voucher per order.
A discount or gift voucher must also be used in one order.
A discount/voucher value cannot be exchanged for cash.

5.2 How do I get a discount code, voucher or gift card?

A gift voucher can be purchased in our store in Antwerp as well as in our webshop. You will find this here.
A voucher can be obtained, for example, due to a return of which the value was not been refunded, with prior consultation.
You can win or obtain a discount code as a result of one of our periodic competitions or promotions on social media or in our newsletter. So be sure to follow us so you don't miss them.

6 NEWSLETTER and GDPR
6.1 Our newsletter

With our newsletter we like to keep you informed of new products in our collection, competitions and promotions.
Also tips on behavior or additional information regarding certain products can be found in our newsletter.
Are we closed for holiday or is the shop extra days open for you? We also inform you about this via this newsletter.
We will send a maximum of 1 newsletter per month.

6.2 How to subscribe to our newsletter?

You wish to receive our newsletter? Nice!
You can enter your email address at the bottom of this website and then click on "subscribe",
or you can send us an email ([email protected]) and we will add you to our newsletter file.
If you place an order, you automatically subscribe to our newsletter (unless you have unsubscribed to our newsletter in the past, then you will then not automatically re-subscribe if you place an order).

6.3 How to unsubscribe from our newsletter?

You do not want to receive our newsletter anymore?
No problem:
- at the bottom of the newsletter that you have received or will receive from us you can easily unsubscribe by clicking on "unsubscribe". You will never receive another newsletter from us (even if you place an order again), unless you specificaly subscribe again.
- You can also send us an email ([email protected]rrFectDesign.be) with the request to unsubscribe from the newsletter. 

6.4 What data is stored?

The information you enter on PurrFectDesign.be/.net be used only for processing your order. Only your email address we also use to send our newsletter.

When you order from us and pay online, this happens discretely. We make every effort to protect your personal data.
All online payments are made on a secure platform. Not even we have a view on your financial data.
If, for example as a result of a return, a refund is made, this is done via the payment channel that you chose for the payment, and this also happens without us having access to of view on your financial data.

In order to process your order, we ask you to for some information while completing your online order:
- your name and address: we need this to be able to ship your order. You choose whether you enter your address and / or that of the person to whom the order should be sent (if that is not your own adress)
- your telephone number: we need your telephone number to be able to create the shipping label.
- your email address: we need your email address to be able to create a shipping label, to send you the order confirmation and invoice, as well as confirmation of the receipt of your payment. We only use it if we have a question about your order and to send you our newsletter.
- VAT number and company name: if you order as a company, we need it to create an invoice that is valid in your accounting.
The above data is stored in the billing file as this information is on the invoice.

Under no circumstances will your data be transferred* or sold to third parties.

* the only exception in which we must transfer this information is if you ordered an item that is sent to you directly from the manufacturer / supplier. In that case, we will only transfer the following information: the article you have ordered that must be sent by them and the details to be able to send the item to you: your name, address, telephone number and email address. This data is used by them exclusively for this purpose.

Do you still wish to view your personal data? Or do you want us to delete your data from our customer base?
No problem,
if you created an account in our webshop, you can arrange that yourself,
if you did not create an account or you would would like us to do it for you, we will be happy to do so. Send us an email with your request: [email protected]
Of course, your invoices from past orders will remain in our bookkeeping, as it is a legal obligation in Belgium to save the bookkeeping for 7 years.

You can not retrieve your password by email, since this is 100% protected, so not even we can see your password.

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