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FAQ

FAQ – Frequently Asked Questions

1. Delivery Times

1.1 When will my order be delivered?

You can find the estimated delivery time on the product page. We always aim to be as transparent and up-to-date as possible, but sometimes unforeseen delays can occur.

1.2 I haven’t received my order yet.

If you have a Bpost tracking number, please check the tracking updates first. No tracking number or something doesn’t look right? Get in touch via [email protected] – we're happy to help! Keep in mind that delivery times may be longer during weekends or public holidays.

If you paid by bank transfer, your order will only be shipped after we’ve received the payment, which may cause a delay.

1.3 My delivery is delayed. What now?

We always do our best to deliver on time, but sometimes we depend on external suppliers. That means the delivery date is indicative and not a guarantee. As soon as we have a clear update, we’ll let you know right away!


2. Shipping

2.1 Do I have to pay for shipping?

In most cases, yes. Shipping fees are based on the standard rates of our logistics partners.

At espoo., we care about sustainability. That’s why we prefer eco-friendly options over fast ones. You can also pick up your order for free in our store – this helps reduce unnecessary packaging and emissions.

2.2 Do you ship internationally?

Yes, we do! Any shipping costs are calculated at checkout. Want a delivery outside the EU? Contact us at [email protected] for more info.


3. The Product

3.1 My order arrived damaged.

Contact us at [email protected] or through our customer service. We’ll gladly look into the best solution.

3.2 My order was delivered incomplete.

Sometimes orders are shipped in multiple packages. Check your Bpost tracking number. If items are shipped separately, we’ll let you know in advance.

Not the case? Reach out to our customer service.

3.3 What if my product has a defect?

You’re entitled to a 2-year legal warranty. Noticed something wrong? Let us know as soon as possible. Wear and tear, misuse, or third-party installation aren’t covered, but we’ll do our best to find a solution!


4. Payments

4.1 What payment methods do you accept?

We accept Mastercard, Visa, Bancontact, Maestro, iDEAL, PayPal, and our own gift cards online. In-store, you can also use the Cadeaubon Antwerpen.

4.2 How do I use a gift card?

  • Physical gift card: Enter the code on the back under “Discount code”.

  • Digital gift card: Enter the code under “Gift card”.
     


5. Returns & Exchanges

5.1 Can I return my order?

Yes, within 14 days of receiving it. Items must be unused and in original condition. Contact us at [email protected] to start the return process.

5.2 Can I exchange my order?

Yes, as long as the item is in perfect condition and in its original packaging. Exchanges are possible within 14 days. Contact our customer service to explore the options.


6. Gift Cards

6.1 How long is a gift card valid?

Gift cards are valid for 1 year from the date of purchase. A one-time extension of up to 1 month is possible within the validity period. A 10% administrative fee applies (minimum €15), which will be deducted from the card’s value.

6.2 Can I return or exchange a gift card for cash?

No, gift cards cannot be returned or exchanged for cash. If you return products bought with a gift card, you'll receive a new gift card as a refund.

6.3 What if my gift card is lost, stolen or damaged?

Unfortunately, we can’t replace or refund lost, stolen, or damaged gift cards. We recommend keeping your card safe. Gift cards also can’t be used to purchase other gift cards.


7. Customer Service

7.1 How can I contact you?


8. Privacy & Security

8.1 How do you handle my personal data?

We care about your privacy and only share your data with third parties when necessary to fulfill your order. Read our full Privacy Policy at espoo.be/privacy-policy.


9. Opening Hours & Visiting Us

9.1 What are your opening hours?

  • Tuesday: 13:00 – 18:00

  • Wednesday to Friday: 10:30 – 18:00

  • Saturday: 10:00 – 18:00

  • First Sunday of the month: 13:00 – 18:00

  • Closed on Mondays

Check our social media or Google for updated hours during holidays.


Didn’t find your answer?
Feel free to contact us – we’re happy to help!