What are the different delivery possibilities for my package?
If your package is to be delivered in Belgium, there are three options. You can have your order delivered to one of our local A.S. Adventure stores. This is our Click & Collect option; you can select this during the order process. You can choose to have the package delivered at home or at work via bpost. Or you can choose to collect your package in one of the many bpost collection points. Once an order is placed, it's no longer possible to change the delivery method.
If your package is to be delivered outside Belgium, you can only choose to have your package delivered at home, to a family member or at work. Packages for the Netherlands are delivered by PostNL or DPD, for Luxembourg by Luxemburg Post, and for France by La Poste (Colissimo).
A delivery at home via Bpost
A delivery at home or at work via bpost can only take place during working hours. Be sure to enter an address where someone will be present between 8 AM and 4 PM. If you think it's easier, you can also enter your work address or you can choose to collect your package at a bpost collection point. For deliveries at work, don't forget to mention the name of your company.
What if I am not at home when the package is delivered?
Within Belgium, if no one is present, the postman will leave the package in your mailbox or will leave a note with a barcode. The package will be available at the nearest bpost office or collection point. The address will be mentioned on the note. You can pick up your package as of the next day. The package will remain available at this address for 15 days. If the package is not collected within 15 days, it will be returned to A.S. Adventure and we will contact you.
Deliveries outside Belgium will automatically be offered once again the next workday if no one was home during the initial delivery attempt. In the event of repeated absence, the package will be available in the nearest post office.
Can I give a preferred time for delivery?
Unfortunately, this is not possible. The postman will call at your address during working hours, but cannot give us a precise time. After all, this depends on possible traffic delays and other circumstances that can affect the delivery timetable. The postal services do not inform us about their delivery timetables.
What is a Bpost collection point and how does it work?
A bpost collection point can be located in a store, gas station, newspaper stand, etc. There is always a bpost collection point in the area or near your work. The nearest bpost collection point is displayed during the order process. You can consult the list of bpost collection points when completing your order. You'll find a summary of bpost collection points.
Your package will be available in your bpost collection point for 15 days starting on the date of delivery. You can collect your package during the opening hours of the chosen collection point. You will not have to pay anything when you collect your package.
What is Click & Collect?
You don’t have time for a stroll through one of our stores? You can reserve your products in one of our A.S. Adventure stores with the Click & Collect service. In just a few clicks, you can reserve your favourite products online and collect them later. You pay, just like any other online order, directly online. Once your product is ready, you will receive confirmation from the store. You can choose Click & Collect when completing your order. Under “delivery method” choose the A.S. Adventure store of your choice.
We offer the Click & Collect service for free. You don't have to pay extra fees for the reservation. When collecting your items, we ask you to bring a copy of your confirmation e-mail or the order and customer details.
Do I have to pay for my products in advance?
Just like for regular online orders, you must pay Click & Collect orders in full and in advance. The full amount will be refunded if you are not satisfied with the product. You can be refunded at the checkout in cash, in the form of a voucher or on your Explore More card.
How soon can I pick up my products?
The delivery time will be indicated next to the product after selecting the right colour and size or in the confirmation email of your order. You can check whether a product is available in your A.S. Adventure store by clicking on the button “Availability in stores”.
Depending on where the product is currently in stock, the following deadlines are possible:
- Available in 1 to 2 hours : in stock: During opening hours the store will contact you by e-mail within 2 hours to confirm that your product is available. After this confirmation you can collect the order because the product is in stock in your store.
- Available in 1 to 2 days: the chosen product is not in stock in the selected store. Our colleagues will send your product from the central warehouse. You will receive confirmation that it is available within 2 workdays.
- Available in 3 to 5 days: the chosen product is not in stock in the selected store or in the central warehouse. Our colleagues will send your product from a different A.S. Adventure store. You will receive confirmation that it is available within 5 workdays.
If, for any reason, we are unable to meet the estimated delivery period, we will contact you and inform you of the problem and the reason. Occasionally there is a problem with the availability of a product or an unforeseen stock shortage occurs. If this is the case, we will inform you by email.
Can I return a Click & Collect order?
After reservation, you are not required to keep the product. If you are not pleased with the product, you can immediately exchange or return it in the store. In other words, you can view or try on the products in the store when you collect them. You can be refunded immediately at the checkout in cash, in the form of a voucher or on your Explore More card. That's one of the advantages of our Click & Collect formula!
My Click & Collect products were cancelled. What should I do?
We offer our products on our website until stocks are exhausted. Sometimes items sell out, especially if there are only a few left, and we have to cancel your order. The colour and size of items are updated instantly. It's always possible that one of our stores has a stock error and therefore your Click & Collect order must be cancelled. If a product is no longer in stock, you'll receive an e-mail from us and we'll contact you about the refund. A.S. Adventure cannot be held liable for damages arising from an item being out of stock.
How long will the products that I reserved remain in the store of my choice?
Your reserved products will be available up to 14 days after confirmation. The final collection date is mentioned in the collection confirmation e-mail. After this deadline your order will be cancelled and the products will be placed back in the store. However, our employees will contact you before doing this. If the reservation must be cancelled, you can choose a refund at the checkout or via your bank account.
So don't forget to collect your products on time. If you are hindered, you can contact the store by phone. They will check whether the deadline for the chosen product can be extended.
How can I follow the status of my order?
As soon as your package is sent by A.S. Adventure, you will receive a confirmation e-mail. This e-mail lists the tracking code of your package if you chose home delivery or delivery to a bpost collection point. With this code you can follow the package via the bpost website: www.bpost.be/nl/track/
A.S.Adventure sent my package, but I have not received it. What should I do?
Please track your package online using the tracking code. Your personal tracking code is listed in the delivery confirmation e-mail. You can track your package via the following website.
For home deliveries: If the tracking website says that your package was delivered but you didn't receive anything then your package was delivered to a bpost collection point or post office. In that case you should find a note in your mailbox from the postman stating the address where the package was left behind. In some cases, the postman leaves the package with a neighbour. Be sure to check with your neighbours.
For deliveries to a collection point: If your package has not arrived at your collection point after more than 48 hours, it is best to contact us via email@example.com. We will check with bpost why your package has not arrived at the chosen collection point and we will inform you as quickly as possible.
I received a damaged product. What should I do?
If you received a product that's damaged, please inform us. You can contact us via firstname.lastname@example.org. We will see what kind of solution we can offer, and we'll ask you to return the item or bring it to one of our stores. The return costs will be refunded in this case (based on standard postal rates). Send the damaged item, together with the return note and a description of the damage, to our return address. Add your IBAN account number and BIC code so that we can refund you.
The return address is:
A security tag is still attached to my product. What should I do?
We watch out for this, but during very busy periods a security tag may go unnoticed. Please bring the product to one of our stores (with the receipt or your Explore More card). We will remove the security tag at the checkout.
If there isn't an A.S. Adventure store in your area, you can return the item to us ons via post. Your return costs will be refunded (based on standard postal rates) or we can send you a free return label. Be sure to mention your IBAN account number and BIC code on the return note and clearly state that the security tag must be removed. As soon as it arrives here we will remove the security tag and send the item back to you. Please note that it will take a few working days before your package arrives here and can be sent back to you.
Will all the items in my order be sent at the same time, even if the items have different delivery periods?
A.S.Adventure wants to take the environment into account, so we try to send as few individual packages as possible. If your order includes items with different delivery periods, then your package will only be sent when the last item is ready to be shipped. If an item is delayed, we will send a partial order. You'll receive an e-mail confirming that the missing product(s) will be sent later.