FAQ

About Lizes Aard'ige Yarns

Do you also have a stone shop?
No, Aard'ige Garens sells through the webshop. It is not the intention that you come shopping at my home, but you can pick up an order here.

Where is Aard'ige Yarns located?
Aard'ige Garens is located at 5 Stoomstraat in Kessel-lo, within walking distance of the train and bus station of Leuven.

The products

I fell in love with an item on the website or on social media, but the online store doesn't sell it. What can I do?
Of all handmade items there is standard only 1 piece in stock. So don't be shy and send me a photo/printscreen of what you would like to buy and I will make it for you. I will also let you know within which period you will receive the item.

Are all "Nature Yarns" items knitted by hand?
Yes!

Where can I see and feel the products?
You can call me for an appointment, so that you can come and view the articles here.

Can I get some sample threads sent to me?
Unfortunately that is not possible. For that I have to break into the bulbs or strands that make them unsaleable. This webshop is the catalogue.

How come so many products are out of stock?
Because I've only just started the webshop and don't want to stock up too much yet. Be sure to let me know if you want to order an item that I don't have in stock as standard, and I'll order it from the wholesaler.

Gift voucher

How do I order a gift voucher?
You order gift vouchers in the same way as other products. Choose the amount and indicate whether the gift voucher must be delivered digitally or on paper and to which address, this can also be with a friend.

Can I choose the value myself?
The gift vouchers are available in different values. This should suffice, but if you're really looking for a specific amount you can always contact me so we can discuss this further.

How do I redeem a gift card?
There is a code on the gift voucher, both digitally and on paper. First add the desired products to your shopping cart and proceed to checkout. On the checkout page you have the option to enter the code that is on the gift card.
If the gift voucher meets the conditions, the value of the gift voucher will be deducted from the total amount.

My order

Can I track my order after it has been shipped?
Yes, once your order has been shipped you will receive an email with the tracking number.

I placed an order but did not receive a confirmation email...
Check to see if the e-mail might have ended up in your junk e-mail (spam) folder. Isn't this the case? Please contact me so that I can check whether the order has been placed correctly.

How do I place an order?
You do this in 5 steps:
1. Add the desired item to your shopping cart
2. Check the quantity and click on finish order
3. Choose whether you want to create an account or not
4. Fill in your details such as name and address and choose the payment and shipping method
5. Confirm your order and make the payment.

Payment

Why is no VAT charged?
Because Aard'ige Garens is a small company that is exempt from the VAT scheme. If I nevertheless become liable for VAT and therefore have to charge VAT, I will announce this clearly.

Can I get an invoice?
Yes, this is possible with a custom order as well as here in the webshop. If you buy something via the webshop, I will email you the invoice when I have received the payment. Have you placed a custom order? I will email the invoice when the order is ready.

I have received a discount code or gift card. How do I use these in the Lizes Aard'ige Garens webshop?
After you have placed the products you want to buy in the shopping cart, you can enter the coupon code in the relevant field at the end. Click on 'Apply Coupon' and the amount of the discount code or gift card will be deducted.

What are the payment methods?
In addition to transferring your payment to my bank account in advance, I offer the most secure payment methods:
paypal
Bancontact
Belfius
KBC/CBC

Can I also pay for my order when I come to pick it up?
Yes, this is possible with the bank card via SumUp or with the smartphone via Payconiq.

Can I also transfer my payment manually via my bank?
It is possible to make a manual transfer. When the payment is received I will process and ship the order as soon as possible. You can transfer the amount of your order to the following account number:

IBAN: BE64 7340 4899 9052
BIC: KREDBEBB
T.n.v. Lize Lorent - Earthy Yarns

Why are additional costs charged for some payment methods?
Because I have to repay these costs to the payment provider myself because I use their service. This amount is therefore not extra income for Lizes Aard'ige Garens.

Care instructions

How do I take good care of my ordered hand-knitted item?
The best way to freshen up the knitting is to air it outside in a shady spot - usually this is enough! If you do want to wash the knitwear, wash it by hand, preferably with a no-rinse detergent, such as Eucalan.
Never put your woolen garment in the dryer!

Shipping and delivery

Can I track my order after it has been shipped?
Yes, once your order has been shipped you will receive an email with the tracking number.

How long does the delivery take?
Shipping times vary but if you place an order before 2pm I will ship it the same day. Once handed over to GLS you will receive a tracking number so that you can see exactly where the package is and how long it will take for delivery.
When items are made to order, the delivery time will be indicated when placing the order.

Why no free shipping?
The costs incurred for shipping must be paid in one way or another. Most larger online stores calculate these costs in the sales price of the products. I can of course increase the prices of my products and pretend I don't charge shipping costs, but I think this is unfair. I prefer to keep the costs open and honest!

Exchange and return

How can I exchange or return my purchase?
If you want to exchange or return a product, you can contact me via info@lizesaardegarens.be. Mention the order number and the reason why you want to exchange or return the product.

Can I exchange or return my purchase at any time?
If you are not satisfied with your purchase, you may exchange or return the purchased items within 14 days of the delivery date. After this period, the purchase is considered final.

How long will it take for my money to be refunded?
Within 10 working days after receipt of your return, with enclosed return form, your purchase amount will be refunded excluding shipping costs.

Exception customization
Products that you buy through this webshop are custom made according to the specification you entered. The right of withdrawal therefore does not apply. The sale is final after successful payment.

Do I have to pay when returning?
Yes, the costs for a return shipment are for the account of the customer.

What is the return address?
You can send products that you want to return to:
Lizes Aard'ige Yarns
5 steam street
3010 Leuven

My details

How do I create an account?
Are you here for the first time or are you a new customer? Then you can order and create an account at the same time. Don't have a product in mind in the webshop yet? Then go to 'My account' and click on 'Register' to create an account.

I forgot my password.
No problem, enter your email address, click the button and I'll email you a link to reset your password.

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