ORDERS
CAN I CHANGE MY ORDER?
Once you have placed your order, you can no longer change the sizes or colours yourself.
CAN I CANCEL MY ORDER?
Once you have placed your order, you can no longer cancel the order yourself.
CAN I BUY / USE A GIFT CARD?
You can buy and use gift cards at all our CKS stores and online.
PAYMENT
HOW CAN I PAY?
Our web shop offers different payment options: Visa, Mastercard, Bancontact and PayPal:
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.
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.
DELIVERY
WHAT IS THE STATUS OF MY ORDER?
From Monday to Thursday, orders placed before 9 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 to Belgium, the Netherlands and Germany.
Orders above €50 = free shipping
Orders > €50 = 4.95 shipping
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.
If nobody is present, BPOST will follow the tour prefered delivery instructions as stated in the app or try to deliver the parcel at a neighbour. If this delivery attempt is unsuccessfull. Your order will go to a BPOST shop. You will be informed about this.
RETURNS
HOW CAN I RETURN A PARCEL?
You can return the items from your parcel up to 30 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:
Please always ask a proof of your return.
GUIDELINES FOR RETURNS
Make sure your items are:
RETURNING IN A BELGIAN STORE
You can return your order for free in any CKS. These are the advantages of returning to a store:
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.
HOW DO I KNOW IF MY RETURN ARRIVED CORRECTLY?
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.
Please always ask a proof of your return.
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:
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. 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 30 days to consider starting the day you received your package. Exactly how your return is handled depends on the following situations.
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 30 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:
GIFT CARDS
WHAT IS A DIGITAL GIFT CARD?
In our online store, we sell digital gift cards. This means that they are emailed to yourself or another recipient in PDF form. You have 2 choices:
HOW LONG IS A GIFT CARD VALID?
The CKS gift card is valid for 10 years both in all CKS stores and on the CKS webshop.
CAN I ALSO HAVE A DIGITAL GIFT CARD DELIVERED BY MAIL?
No, this is not possible. If you prefer to buy a physical gift card, you can always visit our stores. For an overview of all CKS concept stores, click here.
WHERE DO I ORDER A DIGITAL GIFT CARD?
You can order a digital CKS gift card from our gift card page. You can visit our stores for a physical copy. There you have the choice of 3 designs. You can also use the physical cards to pay for your online order.
HOW DO I ORDER A DIGITAL GIFT CARD?
On our gift card page, you can follow the step-by-step process to order your CKS gift card.
I DID NOT RECEIVE THE MAIL OF MY ORDERED DIGITAL GIFT CARD, WHAT NOW?
It can take up to half an hour for the digital gift card to arrive in your mailbox. Still haven't received it? Then contact our customer service department at customercare@cks-fashion.com.
CAN I ALSO PERSONALIZE A DIGITAL GIFT CARD?
Yes, you can add a personal message to your gift card. It will then be printed along with your PDF file. View here an example. Go to our gift card page for more info.
CAN I SEND MY DIGITAL GIFT CARD DIRECTLY TO THE RECIPIENT?
Sure! If you choose to mail your gift card directly to the recipient, you can do so on a specific date. You fill in this date in step 4. On the date you selected, the digital gift card will be sent to the recipient at midnight. It is not possible to choose a specific time of dispatch.
WHERE CAN I PAY WITH MY DIGITAL GIFT CARD?
You can pay with the digital CKS gift card in all CKS stores and on the CKS webshop.
HOW CAN I PAY WITH MY (DIGITAL) GIFT CARD?
If you have a (digital) gift card, you can enter the gift card code in the payment step in the checkout, you will find it under the barcode on your PDF. Also with a physical copy you can pay online.
I WANT TO ORDER A GIFT CARD, BUT SOMETHING IS WRONG, WHAT NOW?
Please contact our customer service department at customercare@cks-fashion.com.
I HAVE A COMPLAINT ABOUT MY RECEIVED GIFT CARD, WHO SHOULD I CONTACT?
Please contact our customer service department at customercare@cks-fashion.com.
IN WHAT VALUES ARE THE GIFT CARDS AVAILABLE?
Gift cards are available for a value of €25, €50, €75 or €100.
THE VALUE OF MY GIFT CARD IS LESS THAN THE PURCHASE AMOUNT, WHAT NOW?
No problem, you can pay the remaining balance with one of our other payment methods.
THE VALUE OF MY GIFT CARD EXCEEDS THE PURCHASE AMOUNT, WHAT NOW?
If you don't use the full amount, the residual value will remain on your gift card. So keep a close eye on the code.
CAN I CONSULT THE BALANCE OF MY GIFT CARD?
Yes, you can check the balance of your gift card in the payment step during checkout. Here you can enter the code and then you just need to click the check your balance button.
WILL I GET MY MONEY BACK ON RETURN?
When you return an item, your gift card value will again be increased by the amount of your return. Your return, paid for with a gift card, will not be refunded in money. If you return an item half paid for with a gift card and half paid for with bancontact, your gift card will be partially revalued and you will receive a partial refund via bancontact.
Corporate Social Responsibility (CSR)
DOES CKS HAVE A CODE OR CONDUCT?
Yes. The CKS Code of Conduct is actually the Code of Conduct of our parent company. All our requirements and guidelines for suppliers are clearly indicated in this document. The main points of our Code of Conduct are:
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 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.
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