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Frequently Asked Questions

ONLINE SHOP

  • WHAT ARE THE PAYMENT OPTIONS ON THE WEBSITE?

    Payment on the website can be made in a secure environment.
    - Dutch-language payment options: Bancontact, Mastercard, Visa, Maestro, iDEAL and bank transfer
    - French-language payment options: Carte Bleue, E-Carte Bleue, Mastercard, Visa, Maestro, bank transfer
    - German-language payment options: GiroPay, Sofort Banking, Mastercard, Visa, Maestro, bank transfer
    - English-language payment options: Mastercard, Visa, Maestro, bank transfer

  • I WANT TO ORDER ONLINE. DO I NEED AN ACCOUNT?

    You can order without creating an account. Your e-mail address is the unique key. You can also choose to create an account, which gives you the advantage of faster ordering and a history of your online orders.

  • HOW DO I PAY WITH A GIFT VOUCHER?

    In your shopping cart, you can enter a 'Voucher' in the 'Order Summary'. Enter your code here and click on 'Apply'. You will see the amount of the gift voucher deducted.
    The amount of a gift voucher must be used in one go.

  • I FORGOT MY PASSWORD.

    At the top of the homepage, click on log in. Here you can click on 'Forgot your password?'. You will then receive an email to set a new password. If you do not receive an e-mail, check your spam box first. If there is no email in there either, then you do not yet have an account for the email address you entered. Accounts from our previous websites are no longer valid, so you should create a new account, or continue without creating an account.

  • HOW DO I BUY A GIFT VOUCHER?

    A gift voucher can simply be purchased in the showroom or on the website. You can choose the amount yourself. Fill in the necessary details and press 'Order'. You can send the voucher directly to the recipient or to yourself. Once the payment has been made, you will receive an e-mail with the digital gift voucher and the code after some time. The gift voucher can be used both on our website and in our showroom. You can also purchase a gift voucher in our showroom. A gift voucher is valid for 1 year.

  • HOW CAN I SEE IF AN ITEM IS IN STOCK?

    You can check this on each article page. These are the possible situations:
    - In stock (ample number)
    - In stock + number (limited stock)
    - Out of stock. Expected in 'Month' + week number

  • WHAT VAT RATE IS DISPLAYED ON THE WEBSITE?

    The prices shown include the VAT rate of the 'Country of destination' indicated at the top of the homepage. You can easily change this country selection to your country. You will then see prices including the VAT rate of your country. When paying for your order, the correct VAT rate will also be charged according to the delivery address you entered.
    Customers outside Belgium with a professional VAT number will see prices excluding VAT. For this, you must create an account with a valid VAT number and be logged in.

  • IS AN ITEM THAT IS IN STOCK ON THE WEBSITE ALSO IN STOCK IN THE SHOWROOM?

    Yes, our showroom and web stock are the same.

  • I HAVE AN INTRA-COMMUNITY VAT NUMBER. DO I HAVE TO PAY VAT?

    If you, as a non-Belgian VAT liable customer, place an order with us and have it delivered in your country, it will be delivered with the 0% VAT rate.
    Traders and private persons outside the European Union do not pay Belgian VAT when exporting the goods. They pay to the customs agency the VAT and import duties applicable in the country of import.
    You can enter your valid VAT number during the ordering process. Enter only the digits WITHOUT the country code. The site will check this number at the next step in the ordering process. In case VAT is wrongly charged after the check by the website (possibly due to a malfunction with the official authorities), please enter your VAT number in the comment box. We will then contact you.
    Belgian VAT payers always pay the 21% VAT rate.

  • CAN I BE NOTIFIED WHEN A SOLD-OUT ITEM COMES BACK IN STOCK?

    Yes, just click on "Keep me posted on the stock!". You can then enter your e-mail address. As soon as the item is back in stock, you will be notified by email.

  • WEBSITE SALES: RIGHT OF WITHDRAWAL

    Only a private buyer has the right to inform MATTHYS that he renounces the purchase within 14 calendar days from the delivery. For this, the buyer must contact within 14 days the customer service at +32 56 77 31 00 for return approval. The item must be returned within 20 days from the delivery and this at the expense of the buyer. After checking the goods in our warehouse and after agreement of the return of the goods, MATTHYS will reimburse the buyer the purchase price of the goods within 30 days after arrival of the returned goods. MATTHYS bvba is not responsible for any damage, loss or theft that occurs at the packaging or product when returning. Only unused and not installed items in their original and undamaged packaging, along with all accessories, manuals and invoice or proof of purchase can be returned.
    Will in no case be taken back:
    - used, damaged, soiled or incomplete items
    - items whose packaging (or part of it) was opened
    - items that are custom made to the buyer
    - items that cannot be returned because of their nature
    - items ordered on special request of the buyer
    - abrasives
    - oils
    - polishing products

  • CAN I ORDER AN ITEM THAT IS OUT OF STOCK?

    Yes, you can. Place the article in your shopping cart and follow the ordering procedure on the website. You pay for the item in the last step of the ordering process. At that moment, the item is reserved for you and as soon as it comes back in stock, it will be automatically sent or prepared for collection, depending on what you chose when ordering.

  • WHERE CAN I FIND THE TERMS AND CONDITIONS OF SALE?

    Our sales conditions can be found at the bottom of our website or click HERE

  • HOW DO I PLACE AN ORDER ON THE WEBSITE?

    Simply place your items in your shopping cart. Once you have placed all your articles in your shopping cart, click on the shopping cart icon at the top right. You will then be given the opportunity to choose your shipping method. If you want home delivery, enter your postcode and country. The system will then calculate the total shipping price. If your basket contains both items that are not in stock and those that are, you can choose full or partial delivery. A full delivery is cheaper, but is only delivered when all items are in stock. A partial delivery, up to 2 deliveries, is more expensive but you will get the items that are in stock faster than the items that are out of stock. You can also opt for collection.
    For certain articles such as lifting bridges or blasting media per pallet, no transport cost can be calculated on the site (not even in a mix with other articles). You can, however, order the article via the website. We will then contact you to inform you of the additional transport cost.

  • ORDERS DURING OUR ANNUAL HOLIDAY PERIOD

    The annual leave period is clearly indicated on our website. During this period you can safely place your online order on the website. In this way you are sure of your ordered item. The processing will then take place in chronological order after the leave period.

  • CAN I STILL CHANGE THE CONTENT OF MY ORDER?

    No, your order goes straight to the warehouse to be processed and prepared for dispatch or collection.

  • HOW MUCH ARE THE SHIPPING COSTS?

    If you want to know how much the shipping cost is for an order, place the items to be ordered in your shopping cart. If you click on the shopping cart icon at the top, a screen will open and then you click on 'Calculate the shipping cost or select pick-up'. You indicate your country and enter your zip code. The site then calculates the transport costs to be paid. In some cases, the website cannot calculate the transport costs because the possible order must be sent with special transport or if there is a technical malfunction. It will then be clearly stated that the transport costs will be passed on to you separately. You can place your order and pay for it, but the shipping cost must be paid extra after our contact. You will receive an email and payment link for this from our commercial employee. Please keep that in mind.
    Each article also includes a link to an instruction movie.

  • CAN I STILL CANCEL MY ORDER?

    As long as the goods have not been shipped, you can still cancel your order by e-mail or telephone. As soon as the goods have been passed on to the carrier, this is no longer possible.

  • WHERE CAN I FIND MY INVOICE?

    After delivery, you will receive the digital invoice by email.

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