Frequently Asked Questions (FAQ)
Why a minimum order amount of 25 €?
Chockies Group has made the choice not to charge you for the costs of your order such as the preparation of the package or packaging. The cost of processing an order being high, we decided to set up a minimum order of € 25 (excluding shipping and non-discount / discount / coupon if any). You can order multiple units of the same product or add to your cart more items to reach this amount. You have the choice between more than 3000 references on Chockies / Mange Belge / Belfreeze.
I live in the vicinity of Erquelinnes. Can I pick up my order?
Our offices are actually based in Erquelinnes. However, we do not have a "physical" shop that would allow us to welcome you. We invite you to place your orders on our websites to receive your favorite products as soon as possible. We offer different delivery methods, including Mondial Relay which offers quite attractive prices (see free under conditions).
What happens in case of out of stock of a product that I have already ordered?
Chockies Group is constantly updating its website to inform you of product availability. If despite our efforts, a product you ordered is out of stock, we will notify you immediately and refund the missing product.
Can I order sensitive products (fresh products, chocolates, ...) by strong heat in summer?
You can order the sensitive products (fresh products (France and Monaco only), chocolates, ...) all the year on our site. But as you know, sensitive products do not really like the heat ... We advise you to choose the ChronoFresh Chronopost services (France and Monaco only) to guarantee the traceability of the cold chain at your house. We remind you that if your products were to be affected by the high temperatures during their delivery and you did not choose ChronoFresh from Chronopost for delivery (France and Monaco only), Chockies Group can not be held responsible.
Are there any expiry dates on your products?
All our food products include a "DDM", which means: Minimum Durability Date (formerly known as Best Before Date). Unlike a Limit of Consumption (DLC), which can be found on fresh products (meat, cream, ...), you can consume products with a DDM well after the date indicated, without any danger for your health ! If you want to know more, here is a very informative link on the different deadlines: Deadline-of-consumption-DLC-and-DDM
With Chockies Group, no surprises, we work with the bare minimum of stock! We order your products from our suppliers at the time of your order on our sites in order to guarantee the dates as far as possible.
Consuming products with an outdated DDM is also a gesture of fight against food waste. We have always been very sensitive at Chockies Group! Find all our products with a short (or outdated) DDM, reduced in our "Anti-waste" category to the delight of your taste buds and your wallet ;-). The DDM (DLC) are indicated on the "Anti-waste" product sheet
How can I pay for my order?
Chockies Group offers 4 ways to pay:
1 / Multisafepay, 100% secure online payment with a credit card: Bancontact, CB, Visa, Mastercard, ...
2 / Paypal, 100% secure online payment, please note that it is not necessary to have a Paypal account to make a payment.
3 / Bank transfer (SEPA), our bank details are provided in the confirmation email of your order. Simply log in to your bank account through your bank and make the transfer. Do not forget to indicate your order number as payment reference.
4 / Check (France only).
Your order will be prepared and sent as soon as your payment is received.
Is it safe to pay online at Chockies Group's sites?
Our partners (Multisafepay and Paypal) use the most advanced technologies to protect your data. When you pay your order online, the transaction is made through a secure system (SSL and 3-D secure) encrypting your bank details, making them inaccessible to third parties. We never have access to your sensitive information such as your bank details or your passwords, ...
Will my personal data remain confidential?
Chockies Group makes a point of protecting your data. All information you share with us will remain strictly confidential. We assure you and guarantee that they will not be shared or sold to a third party. The only information we will ask you will be those allowing the processing of your order.
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What should I do if my package has been damaged, opened, or if products have been stolen?
We encourage you to check the good condition of your order upon receipt in the presence of the deliveryman. Your parcel being insured, if you notice a problem of any nature whatsoever (leak, broken glass, holes in the package ...), you can refuse it. It will be returned to us and we will contact you to proceed either to send a new package or to refund.
What should I do if an item is missing or if an item is damaged?
Chockies Group takes great care in the preparation and packaging of its packages. If despite our efforts, an error had been made (we are not robots, an error can happen), do not hesitate to contact us by phone at +32 71 90 76 53 (preferably after 18 hours) or by email to firstname.lastname@example.org within two days of delivery. Mention your name, address and order number, explaining what is the situation (what is missing or damaged). We will get back to you as soon as possible.
IMPORTANT! Thank you to attach photos of the package (exterior AND interior) as well as the damaged goods in order to be able to make claim at the carrier.
I changed my mind, can I return my order?
If you are not completely satisfied with your order, you have the possibility to change your mind and return the products you have received with the exception of "fresh" products (meat, cheese, cream, etc.). ). You have a period of 14 days upon receipt of the package to notify us of your decision to return it to us - then you must send us your order within 14 days maximum. Before any referral, you must inform us of your decision by phone: +32 71 90 76 53, email: email@example.com. Return costs are your responsibility.
We will accept your return if the following conditions are met:
Items must not be opened or damaged, and be able to be resold.
Items must be returned in their original package or in an equivalent package. If an item were damaged due to the poor quality of the package or its packaging, your liability would be incurred and the refund will be compromised.
Here is the address to send your return to:
for the attention of Deryckere David
4 rue Léopold III
If all of the above conditions are met, Chockies Group will reimburse you upon receipt of your package.
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