FAQ

At Quick-Step you can order online, by fax or by phone. The full prices and conditions are shown to you in a virtual shopping cart - so no surprises afterwards. The prices shown include taxes (VAT) at all times. Unless stated otherwise, we also include duties for all shipments outside the European Union.

Companies that order from Quick-Step will be receiving an invoice (PDF) when they request so during the ordering process. The order confirmation contains all information necessary to use it as an expense ticket.

You will be given ample possibilities to communicate the delivery date, messages, special instructions and more during the order process. We encourage you to let us know as much as possible because we really want to customize your order and give it all the special attention it needs.

It is also possible to send samples to multiple delivery destinations on one order. For very large orders, we are happy to enter all the necessary information into our system for you. Just e-mail customerservice@frucon.net or send a fax to +32 (0)51 69 68 37.

Order Info FAQ

1. What about VAT, duties and freight charges, and other pricing issues?
2. What are my payment options ?
3. Can I cancel my order ?
4. How do I follow-up on the status of my order ?
5. What are the delivery procedures ?
6. Do you have a return policy ?
7. Is shopping at Quick-Step safe?
8. What is your privacy policy ?
9. Who can order?
10. General Sales Conditions

PRICING & SHIPPING

General Guidelines
All prices are quoted excluding shipping costs, but including VAT and taxes where appropriate. Import duties are always included unless stated otherwise during the order process. In Norway we cannot prepay VAT. Recipient will have to pay this, and the duties at all times.

Pricing Options
Prices assume order quantities of fewer than 20 parcels per delivery destination.

Shipping Expenses
Deliveries picked up at FRUCON NV in Roeselare are free of shipping charges. Shipments to EU countries are calculated starting at €9.75 ($13.16), while for the United States, Canada and all other international destinations shipments start at €11 ($16.2). Your exact shipping cost depends on the delivery destination and selected shipping method, and will always be quoted separately in the shopping cart. No surprises at the end of the order process! You can almost always choose between economy shipping (cheaper but also slower and without guaranteed delivery date) and express shipping (more expensive but faster and with guaranteed delivery date). For some destinations, special weekend deliveries are possible on request. Read our important Delivery Address Guidelines.

Currency and Invoicing
All prices are quoted, billed and charged to your credit card in the currency you selected. (One exception: orders in GBP that are paid with AE will be charged in Euro). Companies in the Companies in the EU will be asked for their VAT number during the order process

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PAYMENTS

Online Payments
At this time we accept the following credit cards: American Express, VISA and Mastercard. Our partner for safe payment is Ogone a payment service of Absyss Consulting. All transactions are secured over SSL 128 encryption, and clients with a special ‘security code’ on their credit card can use the ‘Verified by Visa/Mastercard option’ during checkout. If you have a Belgian bank account, you also have the possibility to pay with home banking and BanContact. Only Belgian companies may request to pay upon receipt of an invoice. Other Belgian Consumers may request to pay with a money transfer up front. Contact us for more details.

Offline Payments and Ordering
Although we have done our utmost to guarantee secure payment over the web, customers may still decide to order by fax or by phone with their credit card number during the office hours. At the level of the shopping cart, you have the possibility to automatically generate a fax document for the product(s) you selected. If you don't have a credit card, please call us at +32 (0)51 69 95 05.

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TRACKING

Unless you have ordered for delivery in Belgium, we will ship via TNT Express, DHL or Federal Express, and, on your request, we will provide you with an order tracking section in the email order confirmation that you receive from us. However as a service to you, we will also track the package for you and we will not hesitate to contact you if we experience a problem.

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CANCELLATIONS

FRUCON NV / Quick-Step allows cancellations at no charge unless we have specially ordered and created a product for you. The consumer has the right to return a product until 10 days after receipt of the goods. The shipping expenses are at the customer's expense.

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DELIVERY POLICY

Orders
When placing your order, please identify the exact delivery date. Same-day deliveries are accepted, but we request a phone order for these deliveries. They will also involve extra shipping expenses, often up to 0,45 Euro/km. Ideally, orders are placed at least 72 hours before the delivery date if the delivery is outside Belgium, and 48 hours or less if the delivery is in Belgium. During the shopping process we will at all times communicate what is 'possible'.

Recipient is not at home
If the recipient is not at home at the time of delivery, we will either:

• Leave a note at the recipient's door asking the recipient to call the shipper and arrange a convenient time for re-delivery. Service available for most countries!
• Leave the order with the back-up address you provided and attach a note to the recipient's door stating who accepted the arrangement on their behalf. Service available for most countries!
• Leave the order at the house. We only do this when it is safe, and when it is very obvious that the people will be back soon. Service only available for deliveries in Belgium!
• Return to the delivery destination a second time. Service available for most countries!

To avoid problems, we strongly prefer to have the option of calling the recipient in advance and arrange a suitable delivery time. If the recipient is at work all day, we suggest sending the arrangement to their place of work. This procedure may vary depending on the shipping method you decided to take. It is also very important to read our "Delivery Address Guidelines"

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RETURNS

FRUCON NV / Quick-Step strives to satisfy all customers. If you have any suggestions or complaints we would like you to send us an E-mail and we shall reply promptly.
Pack and seal your return securely (in the original package if possible). Packages must be returned freight prepaid – we cannot accept C.O.D. deliveries. We will refund you via the Credit Card Company.

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SECURITY
This website has been developed to support the e-commerce security from Verisign. This technology works best when the site is viewed using Microsoft's Internet Explorer (4.0 or higher), or Netscape Navigator (3.0 or higher). All information that you provide during the shopping process is encrypted for your protection. We use a 128-bit encryption to transfer your personal data into our databases. Credit card is stored in our database in an unreadable format, and expiration dates are being destroyed as soon as we receive your payment. All database information is stored in a secured environment which is in the professional hands of the award-winning hosting companies Combell Group and Colt Telecom.

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PRIVACY POLICY
The personal data you submitted to us will be processed in the databases owned by Frucon NV, Schellebellestraat 8, 8800 Roeselare, Belgium, H.R. Kortrijk 142.622. The purpose of the dataprocessing is to execute the order you transmitted, and direct marketing purposes by our company only. We will not sell or disclose any individual addresses or personal information to any other party.

We use cookies to facilitate certain shopping experiences. Only when sent to us by an affiliate, we may track this information with a harmless cookie. It is possible to shop online when your cookies are set off, but certain features will not be possible.

Our site recognizes visitors' home servers geographical location, but not their email addresses. Aside from the orders, we only store individual email addresses provided by the customers. Only people who request information from us will be added to our database to receive the specific information. We will not send any promotional emails except to visitors who subscribed to our Newsletter. Everyone has the right to be removed from the mailing database at all times. To do this, just send us an e-mail, or sign out using the hyperlink at the bottom of our Newsletters.

WHO CAN ORDER
If you are under 18, please use a parents name in the billing address. Secondly state in the delivery info field explicitly that you have received approval of this parent.

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