Frequently asked questions (FAQ)

ORDERS

CAN I CHANGE MY ORDER?

Once you have placed your order, you can no longer change the sizes or colours yourself. If you would still like to make some adjustments, please contact our customer service to consider the possibilities. We will try to respond to your questions within 24 hours, but please make sure to mention your order number.

CAN I CANCEL MY ORDER?

Once you have placed your order, you can no longer cancel the order yourself. If you wish to cancel, please contract our customer service. However, we process orders as soon as possible, so there is not much time to cancel your order. We will try to respond to your questions within 24 hours, but please make sure to mention your order number.

CAN I BUY / USE A GIFT VOUCHER?

You can buy gift vouchers at all our CKS stores. The gift vouchers are valid at all CKS stores, but cannot be used online just yet. We are working on it.

PAYMENT

HOW CAN I PAY?

Our web shop offers different payment options: Visa, Mastercard, Bancontact and PayPal:

• By credit card: either VISA or Mastercard – with a secure SSL connection.
• By debit card: Bancontact or Mister Cash. In this case, payment is made through online banking in the trusted environment of your own bank. The payment will be processed immediately.
• By Paypal The payment will be made from the bank account or credit card linked to your PayPal account once it has been approved.

WHEN WILL THE MONEY BE DEBITED FROM MY ACCOUNT?

Depending on the payment method you choose, the money will be debited from your account immediately or after some time.

• By credit card: with your monthly settlement.
• By debit card: immediately after ordering.
• By Paypal: depending on the card/account you linked to your Paypal-account, the payment will be done with your monthly settlement or immediately after approvement.

HOW CAN I USE A PROMOTION CODE / PROMOTION VOUCHER?

If you received a specific promotion code valid at our web shop, you can use it with your payment. You can always enter your promotion code on the shopping basket checkout page. Please not that not every code can be combined with other promotions. If you have any questions in this regard, do not hesitate to contact our customer service. We will try to respond to your questions within 24 hours, but please make sure to mention your order number.

Please keep in mind that GIFT VOUCHERS can not be used on our webshop yet. They can only be bought and used in our stores.

DELIVERY

WHAT IS THE STATUS OF MY ORDER?

From Monday to Thursday, orders placed before 10 p.m. on the site will be shipped the working day after they were placed. On Friday, during weekends or in case of a lot of traffic, this delivery time cannot always be guaranteed. Of course we always try to have your order delivered as quickly as possible.We will send you an email with a payment summary and return form the night your parcel is shipped. You will also receive an email from our courier service, so you will be able to track your parcel. Once we have transferred the parcel to our courier, delivery is generally made the following business day.

If you have any further questions about the status of your order, do not hesitate to contact our customer service. We will try to respond to your questions within 24 hours, but please make sure to mention your order number.

SHIPPING OPTIONS AND INTERNATIONAL SHIPMENTS

We deliver for free in Belgium, the Netherlands and Germany. For deliveries in Spain we charge a shipping cost of € 5.95 for orders under € 59.99.

INFORMATION ABOUT LEAD TIMES AND DELIVERY

CKS always tries to ship your orders as soon as possible. Orders are generally shipped one business day after they are placed. Please take into account that orders may take a little longer to process at peak times (sales, major promotions). Note that due to stock inventory, shipments are suspended for few days.

We will send you an email with a payment summary and return form the night your parcel is shipped. You will also receive an email from our courier service Bpost, so you will be able to track your parcel. This email will also give you an indication of the planned delivery date. Bpost's e-mail will also allow you to:

• Change your delivery address;
• Choose a different delivery date;
• Have your parcel delivered to a Bpost pickup point;
• Have your entire parcel returned without a first delivery;
• Have your parcel delivered elsewhere without a signed delivery receipt. Please note that in this case we are no longer responsible for the correct delivery of your parcel.

You will always have to sign for the parcel’s delivery, so make sure someone is present at the provided address. If nobody is present, Bpost will try to deliver the parcel to a neighbour.

RETURNS

HOW CAN I RETURN A PARCEL?

You can return the items from your parcel up to 14 days after the receipt. For items purchased during special deals or with discount, the same options are available. These are your options for returning a package:

• Free returning of your items in a Beligan store;
• Belgium: free returning with Bpost;
• The Netherlands: free returning with DHL.

GUIDELINES FOR RETURNS

Make sure your items are:

• Unworn and therefore in original condition. You can of course try them on.
• In the original, or as close to original as possible, packaging, including tags, labels and others.
• Mention a return reason on the return form, we like to know why you are returning your order.
• Are you returning to a store? Don’t forget to bring a valid ID.

RETURNING IN A BELGIAN STORE

You can return your order for free in any CKS. Find a store close to you here. These are the advantages of returning to a store:

• Personal advise from the staff.
• You can leave your return in our store for free. Our colleagues will make sure it gets to us so we can process and refund it.
• Our colleagues in the store will help you with your return. If you want to change your item for a different size, they can help you with that. If you want to buy something else they will make sure your return is send to our wearhouse and will be refunded withing 14 days.

Tip: when you would like to exchange your item for a different size, it’s best to call the nearest store and ask whether they have your size in store. In case they don’t, they can transfer it from another store.

HOW DO I KNOW IF MY RETURN ARRIVED CORRECTLY?

Your return package will be collected in a central depot of Bpost in Brussels (Vilvoordsesteenweg 233, 1120 Brussels ). If you find on your tracking that your return has arrived at this address, then your return has arrived safely and correctly. From there, Bpost makes all the returns collected and delivers them several times a week to our distribution centre.

As soon as we have received your return at the sorting centre, you will receive an email and we will refund you. In this way we reduce the number of kilometres on the track and work together towards a greener future.

BELGIUM: FREE RETURNING WITH Bpost

When you live in Belgium, You can return online purchases for FREE using a Bpost-spot.

This is how it works:

1. Fill in the return form with reason of return completely.
2. Attach the return sticker to the front side of your parcel over the old sticker. The sticker can be found on the top right of your order form included in the parcel.
3. Pack the items you would like to return, together with the return form, in the original packaging.
4. Use the spare adhesive strip on the plastic shipping bag to reseal the package.
5. Look for the nearest Bpost-spot at https://parcel.bpost.be/en/localisation and hand over your package there. You will always find a bpost-spot near you.
6. Please note: Returns are made via a Bpost channel but must be returned with a DHL label, which you will find in the box.

We will refund the the returned items within 14 work days. The money will always be refunded using the method of payment you chose with your order. Pay attention: If you paid using Creditcard, the money will only be available with your next (monthly) Creditcard bill. PAY ATTENTION: Did you order any items online and pay for them in one of our stores (web-in-store)? Then you will only be able to return them in a CKS store.

MY ITEMS WERE DAMAGED OR DIRTY WHEN THEY ARRIVED. WHAT SHOULD I DO?

CKS pays a great deal of attention to quality. If regardless of all our efforts, your item arrived in a damaged or dirty condition, do not hesitate to contact our customer service. Together we will look for the best solution for you.

CAN I EXCHANGE MY ITEMS?

Due to technical issues you only can exchange all items purchased at our CKS for another size. This within 14 days after receiving your order. Click here to find your nearest store. At the moment it is nog possible to exchange your items via the webshop. You can always send your items back - we will refund them - and order another size of item.

CAN I HAVE A REFUND?

You have 14 days to consider starting the day you received your package. Exactly how your return is handled depends on the following situations.

1. Returning the whole package to a store or with a postal service:
   Payment via Bancontact/ iDEAL, creditcard or Paypal: you will be refunded for the total amount you paid upon purchase, including any possible shipping costs for the home delivery. The sum will be transferred within 14 days after receiving the returned package at our warehouse. Pay attention: If you paid using Creditcard, the money will only be available with your next (monthly) Creditcard bill. It is not possible to exchange items for another item, size or colour when returning to our online store.


2. Keeping part of your order, returning the remainder to a store or with a postal service.
   BPayment via Bancontact/ iDEAL, creditcard or Paypal: you will be refunded for the entire amount you paid upon purchase. Any possible shipping costs for the home delivery will not be refunded. The sum will be transferred within 14 days after receiving the returned package at our warehouse. Pay attention: If you paid using Creditcard, the money will only be available with your next (monthly) Creditcard bill.
   It is not possible to exchange items for another item, size or colour when returning to our online store.


3. Returning to the store:
   You can choose to go to any of our CKS stores in Belgium or the Netherlands. There you will always be able to exchange items for other items or a coupon you can use in all of our CKS stores. When exchanging for a less expensive item, the difference will be compensated in the form of a coupon. If you choose a more expensive item, you pay the difference in the store. You can also choose to hand in your items at the store, they will then be shipped to our warehouse for free and refunded. The refund will always take place using the same payment method you chose for your online order. Exchanging in a store is only possible if the item you want is being sold in that store.

Always bring the receipt from your online purchase and the return form with you to the store for any of the three options mentioned above, you will have received this through e-mail when your order was shipped. If you did not receive this, please contact our customer service. We try to answer your questions within 24 hours, don’t forget to mention.

WHEN DO I RECEIVE MY REFUND / MONEY?

If you brought your items to one of our stores, we will have them shipped to our warehouse where we will process your return. You will receive your refund within 14 days after we the package arrived in our warehouse using the same payment method you chose for your online order. Pay attention: If you paid using Creditcard, the money will only be available with your next (monthly) Creditcard bill.

WHAT IS THE STANDARD RIGHT OF WITHDRAWAL?

Are you not completely satisfied with your order and do you want to return your order? This is possible within 14 calendar days of your purchase. To return your order, we recommend that you use the return form that you receive with your order. We have completed this formalmost completely for you. Do you want to use the standard withdrawal form?

Download and print this standard withdrawal form and then complete the form:

Corporate Social Responsibility (CSR)

1. No forced labor: a worker cannot be forced to work or receive punishment if he does not want to work
2. No child labor: children must be able to go to school and may not work. If they are old enough to work, they must be protected against heavy work and long working hours.
3. Right to a healthy and safe workplace: the people in the factories are entitled to a safe and healthy working environment. This means that there must be enough emergency exits, that they need to wear protection during hazardous work and that the working environment is safe and clean.
4. Freedom of trade union and collective bargaining: workers have the freedom to form an association and to have a say in improving working conditions.
5. No excessive overtime: the working hours may be a maximum of 6 days a week, 8 hours a day. Overtime may not exceed 12 hours per week and must be paid.
6. A living wage: the salary must meet the living wage. This must meet the basic needs of the workers and their families.
7. The right to a legal employment contract: employees are entitled to a contract, benefits, insurance and salary.

DOES CKS HAVE A CODE OR CONDUCT?

Yes. The CKS Code of Conduct is actually the Code of Conduct of our parent company, FNG International. All our requirements and guidelines for suppliers are clearly indicated in this document. The main points of our Code of Conduct are:

1. Legal compliance
2. No forced labor
3. A legal employment contract
4. Freedom of association
5. No child labor
6. No discrimination
7. Treatment of employees
8. A safe and healthy workplace:
9. Construction and fire safety
10. First aid
11. Employees residence (dormitory)
12. Remuneration policy:
13. A fair wage
14. No excessive overtime
15. Environment and product safety
16. Animal welfare

DOES CKS COMPLY WITH THE REACH LEGISLATION?

Yes, our products must comply with REACH legislation. The REACH legislation prohibits the use of harmful chemicals in products, sold in Europe. All chemicals used to manufacture our products are included in the FNG International Restricted Substances List (RSL). This list is always updated to the latest legislation. All our suppliers are provided with the most recent version of this RSL and are expected to follow these rules in the production of our products. We test risk products on a random basis to ensure that there are no harmful substances in them.

HOW DOES CKS CARE FOR ANIMAL WELFARE IN THE CLOTHING INDUSTRY / ITS SUPPLY CHAIN?

CKS strive for the use of animal-friendly substances. Therefore we consciously choose our materials and look for better alternatives. For example, we have chosen not to use fur and angora in our products. In addition, we opt for a merino wool that comes from a supplier that guarantees us that he purchases non-mulesing wool. This is wool produced in an animal-friendly way.