Frequently Asked Questions
Looking for a quick answer?
Below you'll find the most frequently asked questions about orders, shipping, returns, and our products.
If your question isn't listed, we'll be happy to help you personally.
"A personal service with a smile and attention to every detail"
Order
You can find your shopping cart at the top right of the website. Here you will see an overview of the selected products and can complete your order.
Yes, you can place an order without creating an account. However, an account makes it easier to track your orders.
You can easily adjust or remove products in your shopping cart before placing your order.
Please note: Once your order has been completed and paid for, we can no longer change it.
Have you made a mistake or do you want to cancel your order? Please contact us as soon as possible via hello@vanhalst.be or by phone at +32 (0)56 43 10 00.
Yes, all prices in our webshop include 21% VAT.
We do our best to keep our stock up to date. If a product is temporarily unavailable, this will be stated on the product page.
First, check your spam or junk email folder. Have you not received a confirmation after a few minutes?
Please contact us at hello@vanhalst.be, and we will be happy to check this for you.
Did you notice an error in your delivery address? Please contact us as soon as possible at hello@vanhalst.be.
If your order has not yet been shipped, we will try to adjust the address.
If your package is already on its way, you may be able to change the delivery address via the tracking link from our transporter GLS.
Send
Shipping costs are calculated automatically during checkout.
For orders over €100, you can enjoy free shipping. For orders under €100, a shipping fee of €8 will be charged.
Orders are processed and shipped as quickly as possible (within 1-2 business days, excluding weekends).
As soon as your order leaves our warehouse, you will receive a shipping confirmation with a tracking link from our carrier GLS.
Once your order has been shipped, you will receive an email with a tracking link from our carrier GLS.
We ship to several countries within Europe: Belgium, Netherlands, Luxembourg, France, Germany and beyond.
During checkout, you will see which shipping options are available for your country.
Currently, we only offer home delivery. If pick-up is possible, this will be clearly indicated during checkout.
Exchanges and returns
Do you wish to exchange a product or change it for another? Please contact us at hello@vanhalst.be. We will gladly discuss the possibilities with you.
You can return an item within the legal return period of 14 calendar days, provided it is unused and in its original packaging. Please consult our refund policy for more information.
The costs for returning an item are the responsibility of the customer, unless it concerns an incorrect or damaged delivery. Please consult our refund policy for more information.
We understand that unforeseen situations can sometimes arise when shipping products. Your satisfaction is our top priority, and we want to rectify this.
If you have received a wrong/damaged item, please contact us at hello@vanhalst.be with your order number and a clear description of the problem. If necessary, attach photos for clarification.
Once we have received and processed your return, the purchase amount (minus shipping costs & any compensation for damages) will be refunded via the original payment method. This will take a maximum of 10 working days.
Payment
The following payment methods are accepted: Visa, Mastercard, Bancontact, IDeal.
All payments are processed via a secure payment environment. Your payment details will always be treated confidentially.
Later payment is not possible, as this delays the process from order confirmation to product shipment.
First, check if your payment was processed correctly. If you are still experiencing problems, please try again or choose a different payment method.
Still no luck? Feel free to contact us at hello@vanhalst.be, and we will be happy to help you further.
Product information
First, check that you are using the provided charging cable and that the adapter supplies a maximum of 5V and 1A. Avoid using fast chargers.
When you connect the lamp to the charger, a red indicator light should illuminate at the bottom. Once the lamp is fully charged, this will turn green.
If the indicator light does not illuminate, check that the cable is connected correctly and try a different adapter if necessary.
For first use, we recommend fully charging the lamp before using it.
Is the lamp still not charging? Please contact us at hello@vanhalst.be, and we will be happy to assist you further.
Use a standard adapter of max. 5V and 1A. Avoid using fast chargers or adapters with higher voltage, as these can affect the battery's operation and lifespan. For optimal performance, we also recommend using the supplied charging cable.
First, check if the lamp is fully charged. When the lamp is connected to the charger, a red indicator light will illuminate. Once the battery is fully charged, it will turn green.
Then, try to switch on the lamp by briefly pressing the on/off button. Also, be sure to consult the manual found under 'How to use': for some models, you need to press and hold the touch button for a few seconds before the lamp turns on.
If the lamp still doesn't work, please contact us at hello@vanhalst.be. If possible, mention the product type and include some photos so we can help you as quickly as possible.
Not all lights are suitable for outdoor use. You can find information on the product page for each item indicating whether it is suitable for outdoor use.
We recommend always storing lights in a dry place and not exposing them to rain or extreme weather conditions for extended periods.
Battery life varies by product and usage intensity. Please refer to the product page for the specific battery life of your light.
The manual is supplied with the product, or for certain products, you can access it via a QR code on the packaging.
Don't have it anymore? You can also always find the digital manual on the product page under 'how to use'.
Please contact us via our contact page and mention the product and the part needed.
Other
Interested in our products? We'd love to hear more about your shop, online store, or project. Please contact us via the form on the contact page, and we'll gladly discuss the possibilities.
Atelier Pierre does not have its own shop. Our products are available through our webshop and through a network of distributors.
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