Question 1

Is it possible to view a desired item before I place my order?

Accepted Answer

Unfortunately, that is not possible, since we do not have a physical store where you can view the items. The products in our range have been carefully selected and photographed by one of our employees, so that the necessary product knowledge is available. Our customer service will try to help you with your choice as best as possible!

Question 2

Can I change or cancel my order after purchase?

Accepted Answer

In that case, please contact our customer service immediately after placing your order. In this way we try to change or cancel the necessary for you. However, if your order has already been shipped, you can usually return the order to the delivery person upon delivery. In that case we charge a double delivery cost of €146.  The amount of your purchase will be refunded to your account shortly, however, the one-off delivery cost will be deducted from this amount. Our customer service can be reached via +32471210350 or klantenservice@bouw-outlet.be.

Question 3

When will my online purchase be delivered?

Accepted Answer

Bouw-outlet guarantees delivery within 10 working days. Delivery is always by appointment. After completing your order, our customer service will contact you to determine a date and time of delivery.What if our customer service has not yet contacted you? In that case, our customer service was probably unable to reach you because of an incorrect telephone number or e-mail address.May we ask you to contact us directly? This can be done via email customer service@bouw-outlet.be or by telephone via the number +32471210350.

Question 4

Is it possible to purchase goods at 6% VAT?

Accepted Answer

Unfortunately, it is not possible to purchase goods at 6% VAT, as we will not install the goods (e.g. tiles) ourselves. Goods must be purchased and placed from and by the same party in order to be able to purchase at 6%. Orders will therefore always be charged 21% VAT.

Question 5

How do I guarantee a smooth and correct delivery?

Accepted Answer

In order to guarantee a smooth and correct delivery, we ask you to provide sufficient space on the site to be able to unload the building materials. Also keep in mind that the materials will be unloaded next to the truck. The wharf must also be easily accessible via roads that can be driven on. Make sure you are present to receive the goods. Failure to comply with these delivery conditions may result in a longer unloading time, forcing us to charge extra costs.

Question 6

Can I also pick up the outlet building materials?

Accepted Answer

Certainly, you can collect your outlet building materials from our depot. As with delivery, collection is also by appointment. After your order has been completed, our customer service will contact you to determine a date and time of collection.What if our customer service has not yet contacted you? In that case, our customer service was probably unable to reach you because of an incorrect telephone number or e-mail address.May we ask you to contact us directly? This can be done via email klantenservice@bouw-outlet.be or by telephone via the number +32471210350.

Question 7

Can I return my online purchase?

Accepted Answer

You can return your outlet building materials within 14 days of purchase by post or return them to our depot.Returning an online purchase is at the buyer's expense. In order to register your return correctly, we ask you to complete our return form and enclose it with your returned item.Request your return form at our customer service.

Question 8

When does my product eligible for warranty?

Accepted Answer

At Bouw-outlet we subject all our offers to a quality check. This enables us to determine the state of affairs of a fate or end of series at all times. Each product of our outlet range is therefore provided with a complete, accurate description (size or color differences, minor damage, ...).Damage or other minor defects, which were clearly communicated with the offer, are therefore no valid reason for warranty.

Question 9

What if my building materials were delivered on a pallet?

Accepted Answer

Bouw-outlet does not provide pick-up of pallets from home. A refund for delivered pallets is therefore not possible. The same also applies to goods that have been picked up.

Question 10

Who can I contact in case of a complaint?

Accepted Answer

If you have any complaints about a product, your delivery or others, please contact our customer service within 3 working days after receipt of the product. After the expiry of this period, any complaints on this basis will become inadmissible.You can submit a complaint via our customer service.

Question 11

What is meant by '2nd choice' for concrete tiles?

Accepted Answer

These concrete tiles have mainly failed the first-choice qualification. This does not mean that the concrete tiles have a lower quality, but that there are small errors. This is most apparent on the surface and structure of the tile. It is not that there are differences in dimensions, for example.

Frequently Asked Questions