Jan Van Trier & Van Mij @ HiddenTreasures.be, children's fashion webshop : frequently asked questions

frequently asked questions

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How can I order?
If you want to place an order, you need to create an account. Go to 'login' on the first page and follow the instructions. Are you not used to ordering on the internet? Please read the following steps. You will see, it's quite easy!

Creating an account
- Click the menu-item 'login' on the menu on top of the page, and on the next screen, take the option for a 'New customer' (if you already have an account take the option 'Returning customer', and use your email address and password)
- Fill out all the necessary fields: fields marked with a '*' are obligatory
- Choose your own password and confirm your account information by clicking on 'Continue'
- You will now receive a confirmation of successful creation of your account. You will also receive an email with this confirmation and with additional information.
- You are now ready to start ordering and to consult or adapt your personal data.
Searching the right product
- In the menu you can start your search: under 'shop' you can choose for 'boys' for example. Now you will see all articles we have in stock for boys. Under 'shop' you will find all articles from the current season, while 'outlet' will show you only those articles from past seasons.
- Are you looking for a specific brand? Then choose for 'collections' and select your brand.
- Whatever option you have chosen, you will be directed to a screen with the results of your search, and a search zone where you can now refine your search if necessary. You can even search with specific words such as yellow, striped, etc …
Ordering
- Once you have found the article you are looking for, you can click 'pick it', so the article will be added to your shopping cart.
- This does not mean that you have bought the product. You can now continue shopping, or you can checkout.
- If you are already logged in as client, and you plan on leaving the shop, all products in your shopping cart will remain there until your next visit. It is possible that at that time some products are no longer available: these products will be marked in red in your shopping cart.
- If you want to pay, click on 'pay now'.

Step 1: Shipping data
- On the screen you can modify the shipping details.
- You can change the shipping address: if you prefer another address, click on 'change address' and complete the right shipping address details.
- You can alos choose the shipping method on the same screen. Within Belgium we suggest Express Postal Service. This is a shipping with B-Post/Taxipost which works very fast. You always receive a track&trace number once your package has been shipped. If you want your package to be secured, then you can choose the option 'secured shipping'
- For The Netherlands we work with 'PACKS' which also gives you the possibility to track and trace your package.
- For shipment to other countries you can choose between a postal shipping or UPS.
- If you have a remark about your shipment, you can still add this. This may be necessary in case you want your package being sent later in case of holidays for example.
Step 2: Payment data
- The next screen gives you the various payment options.
- On top of the screen, you can modify the invoicing address, and below you can choose the payment method. You can pay by transfer or by cards.
- Transfers within Europe are free of charge. In case of doubt, please contact your bank. Payments by cards are handled by OGONE and Atos Worldline.
- Clients of a Belgian bank (Fintro, Fortis, ING, KBC/CBC, AXA, VDK or Dexia) can also pay with their debet card Bancontact/MisterCash, if there is a homebanking solution available.
- If you have saving points you can now use them to pay part of your order (with the exception of products on sale).
- If a friend has recommended our webshop, and this is your first order, you can now fill out her/his email address so we can grant her/him extra points.
Step 3: All order details
- Now you get a screen with you an overview of your complete order. Please note that you still have to confirm!
- If you have chosen to pay by card you will now see the screen to fill out all data needed. Please follow the instructions carefully and do not interrupt the transaction.
Step 4: Confirmation of your order
- The last step will be a screen with the message 'We have successfully received your order'.
- You will now receive a confirmation by email. If payment has been done by card, you will also receive a confirmation of payment from Ogone.
- Only now, after the confirmation by email, your order has been successfully received by us.
- We now check your order with the real stock. It might happen that an article has just been sold in our shop. Should this be the case, we will inform you immediately. This happens rarely as both our stock systems are linked.
- As soon as we have received your payment, your package will be shipped. Orders paid by cards will be shipped the following working day.

How can I pay?
- We offer payment by transfer or Credit Card, and for clients in Belgium also via Bancontact/MisterCash, if there is a homebanking system available from one of the following banks: Fintro, BNP Paribas/Fortis, ING, KBC/CBC, AXA, Dexia, VDK Spaarbank.
- If you prefer to pay by transfer, your package will only be sent after receipt of your payment. If we have not received your payment after one week, we will send an email asking for your payment. In case we have not received your payment within a week, we will cancel your order.
- Payment by Credit Card (VISA/MasterCard) is handled very safely by OGONE and Atos Worldline. After confirmation of your order, you must submit all necessary data. Your order will be shipped the next working day.
- Clients from Belgium, with Fintro, BNP Paribas/Fortis, ING, Dexia, CBC, KBC, AXA or VDK Spaarbank as bank can also pay with their Bancontact/MisterCash card if they have a homebanking system on their computer. All transactions are handled by OGONE and Atos Worldline. After confirmation of your order you must fill out all necessary data of your debet card. Your order will be shipped the next working day.
- In case you prefer to cancel your order, even after confirmation, you can do so. We only ask you to confirm this by email. No reasons are to be explained, it is your right to cancel within 14 days after confirmation, but we'd appreciate to hear from you. That way you give us the opportunity to sell the goods to other interested clients.
- Clients who order various times without paying, will be banned from our database.
How will my package be shipped?
- Your package will be shipped in a box in order to protect your goods. This means that the package does not fit in your postal box. If you are not home at the time of delivery, you will receive a card with the confirmation of a new delivery date or the demand to pick up your package at your local post office.
- You can always choose to have your package delivered on a different address that your home address.

What are the shipment costs?

Can I pick up my order?
- You can pick up your order in our store by choosing the option 'store pick up'. Our address: De Verborgen Schat, Stationsstraat 12, 9880 Aalter (België).
- Aalter is a town between Ghent and Bruges. Our store is at only 2 minutes from the exit Aalter (the exit to go to Kokke). We refer to De Verborgen Schat for our opening hours.
When will you ship my order?
- As soon as we receive your payment, we will send the package.
- Should you want us to send your package on a later date, you can ask us to do so by mentioning this in the remarks. If you're leaving on a holiday, this may be the perfect solution.
- You can also choose to have your package delivered at another address than yours. You can fill out this address during the order process.
- Please take into account that during sale it may happen that the ordered products will have a lower price when you receive your package. Should this be the case, you have no right to claim a refund. Since we are very strict in starting our sale, you know exactly when sale starts.
Can I return goods?
We try to inform you as much as possible on the various products on our site. Should you want to renounce your purchase, you have the right to do so within 14 days following your purchase.

The client has the right to communicate that he renounces the purchase, without any extra costs involved, and without any reason, during a period of 14 working days following the day of the purchase.

In case you want to return your order or part of your order, please take into account the following rules:
- All returns have to be announced by email within 14 days after receipt of your order: retour@hiddentreasures.be
- All announced articles have to be returned to Hidden Treasures, Stationsstraat 12, 9880 Aalter (Belgium) within 1 working day after announcement of your return.
- All returned articles have to be in perfect condition. We will not accept any goods that are worn, washed, or do not carry the original labels.
- We do not accept any return of underwear or bathing suits because of hygienic reasons.
- Articles on sale can be returned, but will only be refunded when the discount is lower than 50%. If the discount is 50% or higher, you will receive points for a future order, and volume discounts will be recalculated.
- All costs for shipment of returned goods are at your expense. We cannot accept any return without sufficient postage..
What do I have to do when an article shows an imperfection?
- We try to control all products before shipment but it might happen that we have not noted an imperfection.
- Should this happen, please contact us as soon as possible. A complaint will only be accepted after we have received the product.
- Please note that we will not accept any complaint due to a wrong handling in washing. We kindly ask you to carefully read the washing instructions.
- In case of doubt, please ask our advice.
Why do I have to pay postal costs when returning goods while I make an new order?
- Any postal cost for return are to be paid by our clients, unless the reason for a return is an imperfection.
- Should you not be satisfied with your purchase, then you do have to pay the postal cost.
- Please take into account that you can always ask for advice. We will gladly help you making the perfect choice by measuring up lengths of trousers or giving you advice on a particular combination.
When does sale start?
- Belgian law concerning sale is quite strict. Many shops though grant discounts before the official period. We strongly believe that this is not the perfect way to attract clients and therefore we never give reductions before the official sale period.
- Nobody is pleased in buying something at full price to find out the next day that the article is on sale.
- Winter sale starts on January 3rd while the summer sale starts on July 1st. During one full month, it is possible that we grant more reductions according to the sales of our stock.
Do you have something special for returning clients?
We give 5% on all your purchases (except on shipment costs and on articles in sale) in saving points. These saving points can be reduced when placing a new order. For more information we refer to our fidelity program.

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