Customer service and FAQ's
If you have any questions, if you want more information about a particular product or you would like to make an appointment to visit our showroom in Ham? Please contact us using the form on the right of this page.

We are also accessible
by phone: +32 (0) 11/48.00.75

by mail: info@trideus.be

Check out our FAQ!
1 Ordering
1.1 How can I make an order?

Choose your product and by clicking the button “Add to Cart” it will be placed in your shopping list. To finish shopping, click on “Proceed to Checkout” to make the payment. Fill in your information and continue with the next steps. Only when you click the button “Confirm Payment”, your order will be confirmed and finalized.

1.2 Can I ask to deliver my order on a different address?
Yes, this is possible. During the ordering process, when you are filling in your personal information you can add a different delivery address. When you choose to do this, a packing slip will be sent to the delivery address. The price will not be mentioned on this slip. It will mention whose order it is. The invoice will be sent directly to your personal address.
1.3 Can I pick up my order myself?

Yes, this is possible. But it is necessary to make an appointment beforehand. You can do this trough the cotact form, telephone or e-mail.

1.4 Will I receive a message when I have made an order?

You will instantly receive a confirmation. If you have immediately paid the order as well, you will also directly receive an invoice.

1.5 Can I change or cancel an order?

If you want to change or cancel an order, we advise you to contact our customer service.

1.6 Can I order a product that isn’t (anymore) on your website?

When you want to order something that isn’t mentioned (anymore) on our website, we advise you to contact our customer service.

2 Payment
2.1 Which methods of payment does Trideus offer?
2.2 Is the delivery equally fast with every method of payment?

Immediately paid orders will be directly delivered (normally is this for Belgium: the next business day delivered when ordered before 14.00h. Deliveries within Europe will take max. 5 days. )
Orders paid by ‘wire transfer’ will be delivered after the money has been deposited on our bank account. A payment trough wire transfer usually takes 2 to 3 business days to confirm.

2.3 How do I have to pay with ‘wire transfer’?
In the order process, you choose for ’transfer’, then you’ll see all the specifications on the screen, you will receive these as well after the confirmation via e-mail. Next, you can make the payment. Make sure you use this information when transferring, so we can link these to your order.
3 Delivery
3.1 What are the shipping costs of my order?
For shipments within Belgium the costs are fix at €6.20 for shipments under 30kg. For shipments of 30kg and more we have different prices. These prices will be indicated on the order page of you product(s). For shipments within Europe the costs will depent on your location.
3.2 When will my order be delivered?
If your order has been made and paid for before 14.00h, normally, Bpost will deliver the order the next business day. If you have chosen for ‘wire transfer’ as a method of payment, then will your order be delivered after we have received the payment. Usually, this takes up to 2 or 3 business days.
3.3 How do I know a product is in stock?

Generally we have all products in stock. If a product is not in stock, the time of delivery will be clearly mentioned on the product information page. If the time of delivery takes up longer than expected, we will contact you.

3.4 What happens when I order multiple products with different delivery times?

We will wait until the order is complete, so we can send it all in one package. If you would like to receive a product sooner, you should make two separate orders.

3.5 Who delivers my order?
All deliveries up to 30kg are done by BPost. They will deliver your order to the address of your desire. BPost delivers from Monday up until Friday. For deliveries above 30kg we use a private company.
3.6 What happens if I am not at home at the time of delivery?

If you are not at home, BPost will return another time. If you are also not at home the second time, you will receive a message from BPost and you will be able to pick it up at your nearest Postal Office or Point of Sale.

4 Returns
4.1 Can I return my order?
Yes you can return your purchase within 14days after receipt. In this period, you may return the order unused, damage-free and complete in the original packaging. For more information take a look at our "Shipping and returns" page.
4.2 Are there costs when I want to return?

Unless differently agreed upon (for instance when there are defects), the costs of shipping are for your own account.

4.3 Can I return my order at any time possible?

You have the right to return our package within 14 business days.

4.4 How fast will my return be processed?
4.5 My order is incomplete or damaged, what shall I do?
Contact immediately our customer service, we will help you further with your questions.
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