FREQUENTLY ASKED QUESTIONS

Orders and Payments

Which payment methods can i choose?


WE ACCEPT FOLLOWING PAYMENT METHODS:

-CREDIT CARD (VISA, MASTERCARD, AMERICAN EXPRESS)
-DEBIT CARDS (BANCONTACT, IDEAL)
-APPLE PAY AND GOOGLE PAY

IS THE PAYMENT SECURE?

EACH PAYMENT IS SECURE THANKS TO THE SSL-ENCRYPTION PROTOCOL (SECURE SOCKET LAYER) THAT ENSURES FOR THE SERVER TO BE RELIABLE AND THE PAYMENT DATA TO BE SAFE.



HOW CAN I USE A DISCOUNT CODE?

IF YOU RECEIVED A DISCOUNT CODE, YOU CAN USE IT ONCE YOU COMPLETED YOUR SHOPPING BAG AND YOU WANT TO FINALIZE YOUR ORDER. CLICK ON YOUR BASKET AND PROCEED TO CHECKOUT. YOU CAN NOW FILL IN YOUR DISCOUNT CODE IN YOUR ORDER OVERVIEW. AFTER FILLING IN THE CODE, PLEASE CLICK ON “APPLY”. THE DISCOUNT IS INSTANTLY DEDUCTED OF THE FINAL PRICE.
YOU CAN NOW FINALIZE YOUR ORDER.

What if i want to cancel my order?

WE ADVISE YOU TO CONTACT OUR CUSTOMER SERVICE AS SOON AS POSSIBLE. IF YOU JUST PLACED YOUR ORDER, IT CAN STILL BE CANCELLED BEFORE ITS SHIPPED AND YOU WILL BE REIMBURSED.

IF IT HAS ALREADY BEEN SHIPPED, PLEASE WAIT UNTIL THE PACKAGE ARRIVES. ONCE YOU RECEIVE IT, YOU CAN SEND IT BACK FOLLOWING THE REGULAR RETURN PROCEDURE. CANCELLING AN ORDER IS FREE (OF CHARGE).

YOU CAN CONTACT OUR CUSTOMER SERVICE BY COMPLETING OUR CONTACT FORM OR BY PHONE:  +32 471 84 31 89 FROM MONDAY TO FRIDAY BETWEEN 9 AM AND 5 PM.












 











 







Orders and Payments

SHIPPING METHODS, DELIVERY TIME AND COSTS

BELGIUM

DPD STANDARD DELIVERY: FREE

DELIVERY WITHIN:  1-2 WORKING DAYS

 

REST OF THE WORLD: 

DHL EXPRESS DELIVERY: FREE

DELIVERY WITHIN:  3-5 WORKING DAYS

TAXES AND DUTIES 

CUSTOMERS ARE RESPONSIBLE FOR ANY CUSTOMS AND IMPORT DUTIES AND CLEARANCE FEES (WHERE APPLICABLE) IN YOUR OWN COUNTRY. PLEASE CHECK THE DUTIES AND CLEARANCE FEES WITH LOCAL AUTHORITIES.

WHEN WILL MY ORDER BE SHIPPED

ALL ORDERS PLACED ON WORKING DAYS BEFORE 12PM WILL BE SHIPPED ON THE SAME DAY, IF YOUR PAYMENT IS CONFIRMED.

Can I track my order?

YES. ONCE YOUR ORDER HAS BEEN SHIPPED, YOU WILL RECEIVE A CONFIRMATION BY EMAIL INDICATING A LINK WHERE YOU CAN FOLLOW YOUR ORDER. IF YOU HAVE CHOSEN DELIVERY IN A PICKUP POINT, YOU WILL BE NOTIFIED BY EMAIL ONCE YOUR ORDER ARRIVES.

WHAT HAPPENDS IF I'M NOT AT HOME AT THE MOMENT OF DELIVERY?

IN CASE OF A DELIVERY AT PICKUP POINT YOU HAVE 7 DAYS TO PICK UP YOUR ORDER. OTHERWISE, YOUR PACKAGE WILL BE SHIPPED BACK TO US.

Orders and Payments

CAN I RETURN MY ORDER?

WE DON’T ONLY LOVE OUR CUSTOMERS, BUT WE ALSO CHERISH OUR PRODUCTS.

THAT’S WHY WE ASK YOU TO SEND BACK YOUR PURCHASE IN ITS ORIGINAL CONDITION AND WITH ITS PRICE LABEL, OTHERWISE WE CANNOT ACCEPT YOUR RETURN. SHIPPING COSTS ARE NOT REIMBURSED.

RETURNS

CAN I RETURN MY ORDER?

DECIDED TO NOT KEEP YOUR PURCHASE?

YOU HAVE 14 DAYS FROM RECEIPT OF YOUR ORDER, TO RETURN ALL GOODS ORDERED ON WWW.OCTOGONY.COM
WE DON’T ONLY LOVE OUR CUSTOMERS, BUT WE ALSO CHERISH OUR PRODUCTS. THAT’S WHY WE ASK YOU TO SEND BACK YOUR PURCHASE IN ITS ORIGINAL CONDITION AND WITH ITS PRICE LABEL, OTHERWISE WE CANNOT ACCEPT YOUR RETURN. SHIPPING COSTS ARE NOT REIMBURSED.



RETURNS FOR EUROPEAN COUNTRIES



RETURNS ARE FREE FOR ALL ORDERS PLACED IN EUROPE.


PLEASE FOLLOW THE FOLLOWING PROCEDURE:
1. MAKE AN ONLINE REQUEST TO RETURN YOUR ORDER
YOU CAN MAKE AN ONLINE RETURN REQUEST BY CLICKING ON THIS LINK.



2. PLEASE FOLLOW THE STEPS ONLINE

- FILL IN YOUR POSTAL CODE AND YOUR TRACK & TRACE / ORDER NUMBER
- INDICATE YOUR RETURN REASON
- ACCEPT TO BE REIMBURSED
- SELECT A DPD PARCEL SHOP
- CHECK YOUR RETURN OVERVIEW
- CONFIRM YOUR RETURN REQUEST



3. DOWNLOAD AND PRINT YOUR RETURN LABEL

DON’T WORRY IF YOU CAN’T PRINT YOUR LABEL IMMEDIATELY. YOU WILL RECEIVE IT AS WELL BY EMAIL. PLEASE PRINT THE RETURN LABEL AND APPLY THE LABEL ON THE PARCEL.



4. SEND YOUR PACKAGE BACK
BRING THE PARCEL TO THE DPD SERVICE POINT NEAR YOU.



RETURNING AN ARTICLE FROM ANOTHER COUNTRY?

===

YOU CAN RETURN YOUR PURCHASE AT YOUR OWN EXPENSES.
PLEASE SEND BACK YOUR PURCHASE TO THE FOLLOWING ADDRESS:
TSG LOGISTICS
OCTOGONY
DÉSIRÉ DE BODTKAAI 27
9400 NINOVE
BELGIUM

WHEN WILL I BE REIMBURSED?

ONCE WE RECEIVED YOUR RETURN AND DID A QUALITY CHECK, YOU WILL RECEIVE AN EMAIL LETTING YOU KNOW WHEN THE REFUND HAS BEEN MADE. PLEASE ALLOW US 5 TO 8 WORKING DAYS AFTER DELIVERY TO PROCESS YOUR RETURN PACKAGE. SHIPPING COSTS ARE NOT REIMBURSED.

CAN I EXCHANGE AN ITEM?

WE DO NOT OFFER AN EXCHANGE SERVICE FOR ORDERS PLACED ON OUR WEBSITE. IF YOU WANT TO ORDER ANOTHER MODEL OR COLOUR, PLEASE RETURN YOUR PURCHASE AND SEND IN A NEW ORDER VIA OUR ONLINE SHOP.


Orders and Payments

IS IT POSSIBLE TO REPAIR MY BAG?

IF YOU ENCOUNTER A PROBLEM WITH YOUR BAG OR
ACCESSORY AND WOULD LIKE TO HAVE IT REPAIRED IN OUR ATELIER, PLEASE COMPLETE
OUR REPAIR FORM. INCLUDE SOME PICTURES OF YOUR BAG AND YOUR PROOF OF PURCHASE OR CERTIFICATE OF AUTHENTICITY, SO WE CAN GET BACK TO YOU WITH THE MOST SUITABLE SOLUTION. PLEASE KEEP IN MIND 3 WEEKS OF REPAIR TIME.

YOU WILL RECEIVE AN ANSWER ON YOUR E-MAIL ADDRESS IN THE NEXT FEW DAYS WITH THE FOLLOWING STEPS TO PROCEED WITH THE REPAIR. KEEP IN MIND THAT ALL OCTOGONY PRODUCTS ARE GUARANTEED FOR 2 YEARS AFTER THE PURCHASE DATE. CLICK HERE TO ACCESS THE REPAIR FORM.

IF YOU HAVE ANY FURTHER QUESTIONS OR REMARKS, DON’T HESITATE TO CONTACT US BY PHONE (+32 471 84 31 89) OR BY COMPLETING OUR GENERAL CONTACT FORM HERE.

How do i take care of my leather handbag or accessory

OUR HIGH-QUALITY LEATHER GOODS CAN BE WORN AND USED FOR YEARS.

LEATHER IS A NATURAL LIVING MATERIAL AND NEEDS TO BE TREATED WITH LOVE.

WE’LL HELP YOU CARE FOR YOUR LEATHER GOOD SO YOU CAN ENJOY IT FOR A LONG TIME. 

EVERY LEATHER IS UNIQUE, WITH ITS OWN CHARACTERISTICS AND LIFE CYCLE. THAT MEANS EACH LEATHER NEEDS ITS OWN SPECIAL CARE AND TREATMENT.

YOU WILL FIND ALL CARE INFORMATION ON OUR CARE GUIDE PAGE.













Orders and Payments

Can i use my gift card in combination with other promotions?

NO, THE USE OF YOUR GIFT CARD CANNOT BE COMBINED WITH OTHER PROMOTIONS THAT REQUIRE A PROMOTIONAL CODE.

How long is my gift card valid?

YOUR GIFT CARD IS VALID FOR 1 YEAR FROM ITS DATE OF PURCHASE. THE EXPIRY DATE IS WRITTEN IN THE CONFIRMATION EMAIL CONTAINING THE CODE OF YOUR GIFT CARD.

IS IT POSSIBLE TO USE THE AMOUNT OF MY GIFT CARD IN SEVERAL ORDERS?

YES, IT IS POSSIBLE TO USE THE AMOUNT OF YOUR GIFT CARD IN SEVERAL ORDERS. HOWEVER, IT IS NOT POSSIBLE TO CHECK THE BALANCE OF YOUR GIFT CARD. THE AMOUNT USED FROM YOUR GIFT CARD FOR AN ORDER WILL APPEAR IN THE ORDER CONFIRMATION EMAIL.

IS IT POSSIBLE TO GET THE GIFT CARD REFUNDED IF THE GIFT DOES NOT SUIT?

YES, YOU HAVE THE RIGHT TO WITHDRAW AND REQUEST A REFUND OF YOUR GIFT CARD WITHIN 14 DAYS FROM THE DATE OF PURCHASE.

Orders and Payments

HOW CAN I CREATE AN ACCOUNT?

CREATING AN ACCOUNT IS EASY:

CLICK THE “LOGIN” BUTTON ON THE TOP RIGHT OF THE HOME PAGE.
CLICK THE “REGISTER” BUTTON TO CREATE YOUR ACCOUNT.  

FILL IN YOUR DETAILS IN THE REQUIRED FIELDS AND CLICK THE “CREATE” BUTTON.

How to login to my account?

TO LOG IN TO YOUR ACCOUNT, CLICK THE “LOGIN” BUTTON ON THE TOP RIGHT OF THE HOME PAGE. ENTER YOUR EMAIL ADDRESS AND PASSWORD AND CONFIRM.

How can i manage my shipping address and personal?

YOUR PERSONAL INFORMATION
AND SHIPPING ADDRESS ARE SAVED ON YOUR ACCOUNT.

YOU CAN SAVE YOUR SHIPPING ADDRESS ONCE YOU LOGGED IN TO YOUR ACCOUNT. IN THIS WAY YOU WON’T NEED TO FILL IT IN EVERY TIME YOU MAKE AN ORDER. YOU CAN ALSO CHANGE OR DELETE SAVED SHIPPING ADDRESSES.

YOU CAN ALSO CHANGE OR DELETE PERSONAL INFORMATION, SUCH AS YOUR DATE OF BIRTH, NUMBER, ETC.