General terms & conditions

General Terms and Conditions of

1 General 

Welcome to our website (hereinafter called “” or “online flagship store”).

The website is operated by Online Heroes NV with offices in Belgium at Duboisstraat 43, 2060 Antwerp (company registry number:  RPR Brussels 0831.910.107 and VAT number: BE831.910.107) (hereinafter called “Online Heroes” or “we”).  To contact us, please click here to select the relevant e-mail address. 

These general terms and conditions govern all use of and in particular the product offers and sales on this website.  When you visit this website or buy a product on it, you agree to be bound by these terms and conditions. Please note that these terms and conditions may be updated from time to time so we recommend that you read them carefully each time you visit us. We do not accept any other terms and conditions unless we have agreed otherwise in writing.

If at any stage you need assistance, you can go to the Customer Care area, where you will find practical information on orders, payments, delivery, refunds and returns, as well as other general information on the services provided by  You can also click on the hyperlinks in these terms and conditions to be directed to the relevant information pages.

2 Privacy 

In our privacy policy, you will find information on how we will use your data. By accepting these terms and conditions, you also agree with our privacy policy.

3 Right to return your order

You have the right to return all or part of the products that you bought, without giving any reason, within 30 calendar days. This period begins the day following the day that you receive your products. Return requests will not be accepted after this period.

For exchange and/or partial return of your order, we offer a free pick-up service and a free redelivery of exchanges. When you return the complete order for refund, the return is at your own expense and we reimburse you the initial delivery cost.  

1.If you want to exchange product(s) (a different color or size) and/or partial return of your order for a refund; you shall send an e-mail to with your request within the 30 days' period. 

When we receive your request in due course, we will:

Please note that the free pick-up service and free redelivery of exchanges is offered once per order. We reserve the right to refuse multiple exchanges and returns at different times from one order.

2.If you want to return the complete order (all products of the order) to receive your money back, you shall send an e-mail to within the 30 days' period to request a refund on the total order.  

When we receive your refund notice in due course:

Please note that we only accept returned products if they meet the following conditions:

Potential losses due to currency fluctuations will not be refunded. You will find additional useful information for returning products in the returns section of the Customer Care pages.  If nevertheless you do not find the information that you are looking for, please contact our customer care team via email

This paragraph does not restrict in any way the warranty that you have under Belgian law if your product is faulty. However, we do request that you notify us within 2 months from finding out that a product is faulty. After that term, complaints will not be accepted.

Each party shall have the right to cancel a sale in case of a material breach by the other party of these terms and conditions. This means for example that we can cancel a sale if you are not a consumer or if your payment is or appears to be fraudulent.

4 Product information

We have made every effort to make sure colors and descriptions of our products are as accurately as possible. However, please be aware that the image and color quality may vary; depending on your screen and that we cannot guarantee that your screen accurately reflects all characteristics of the actual product.

You will find a product description (color, size, type of product, etc) and digital photographs with each product. All prices are in Euro and include VAT but exclude delivery costs.  Prices may change. Please check the applicable price advertised at the time you place an order.

5 Orders

  1. only sells its products to consumers. This means that if you are an individual who intends to buy a product not for personal use but, for example, for resale or if you are a company, you cannot place an order and we will not sell you our products.
  2. A binding sale between you as consumer and as seller, governed by these terms and conditions, is concluded when you place an order on this website. Your order shall be deemed placed when you complete the final step of the order process by clicking on “submit order”.
  3. By submitting an order, you explicitly agree to be irrevocably bound by these terms and conditions, including all policies and subsections such as the Privacy Policy and return sections. 
  4. In the unlikely event that a product that you ordered is not available, we will inform you promptly and propose an alternative solution (for example, later delivery, exchange, refund) without any cost to you.

6 Payments

After you submit your order, you will be referred to the secure payment page of our website and will be requested to pay your order.

We accept Visa, MasterCard, Maestro credit and debit cards. 


In specific countries we may accept additional methods of payment. This will be mentioned on the check-out page.

You will receive an electronic order confirmation on your screen and per e-mail when your payment has been made.

In case of a refund, we will credit the card or bank account of the person who paid the products. We are not responsible for fluctuations between the currency used for the initial payment and the currency of your credit card or bank account when the refund is made.   

7 Delivery and Shipment

1. We aim to prepare your order within one working day after receiving your payment. It then just takes 2-3 working days before we deliver your order at the delivery address that you provided (excluding weekends and bank holidays in Belgium and your country of residence).

2. We provide express delivery to the following 27 EU countries:

DestinationDelivery costsDelivery times
Austria2-3 working days
Belgium2-3 working days
Bulgaria2-3 working days
Cyprus2-3 working days
Czech Republic2-3 working days
Denmark2-3 working days
Estonia2-3 working days
Finland2-3 working days
France2-3 working days
Germany2-3 working days
Greece2-3 working days
Hungary2-3 working days
Ireland2-3 working days
Italy2-3 working days
Latvia2-3 working days
Lithuania2-3 working days
Luxembourg2-3 working days
Malta2-3 working days
Netherlands2-3 working days
Poland2-3 working days
Portugal2-3 working days
Romania2-3 working days
Slovakia2-3 working days
Slovenia2-3 working days
Spain2-3 working days
Sweden2-3 working days
United Kingdom2-3 working days

3. may perform partial deliveries if not all products that you order are available at the same time.

4. We process and ship purchased products from Monday to Friday between 09:00 am and 06:00pm CET, except on bank holidays in Belgium.

8 Intellectual property

All content (images, text, trademarks, …) on is copyright and trademark protected. 

It is not permitted to use, reproduce or distribute content from this website without the express written consent of

9 Copy of Contract

We keep an electronic copy of your order for as long as is required by law. If you wish to have a hard copy of your order, you can print the "order confirmation" that will appear on your screen once you have submitted your order and your payment has been processed.  This order confirmation will also be sent to you by email. For additional copies, please email

10 Applicable laws - jurisdiction

  1. This agreement between you and us is governed exclusively by the laws of Belgium. 
  2. The Courts of Antwerp, Belgium and, if you are a citizen of the European Union, the courts of your place of residence will have exclusive jurisdiction.
  3. If a provision of these terms and conditions is invalid, the validity of the remaining provisions shall remain unaffected.