article 1: identity of the seller
article 2: scope of application
article 3: our offer and your order
article 4: gift vouchers
article 5: prices
article 6: methods of payment
article 7: dispatch and delivery
article 8: right of revocation
article 9: conformity and warranty
article 10: force majeure
article 11: intellectual property rights
article 12: complaints procedure and disputes

article 1: identity of the seller

The rights of ownership over the “” website are held by Cetex Sud naamloze vennootschap (≈ UK: public limited company)
The company's registered office is located at 44 Kouterbaan in 9280 Lebbeke (Belgium).
Telephone no.: 0032(0)52.412.611
VAT BE0560.708.993
IBAN BE46 3631 3690 5436

article 2: scope of application

1. Our General Terms and Conditions apply to all offers made by Caroline Biss to you as a consumer.
2. In order to be allowed to place orders, you need to be at least 18 years of age. If you are not 18 years of age, please have your parents or your legal guardian to place your order for you. If we notice that an order was placed by a minor, we are free to refuse the order.
3. If additional specific terms and conditions apply alongside the present General Terms and Conditions, the above also applies to such specific terms and conditions. If our General Terms and Conditions were to be contrary to such specific terms and conditions, as a consumer you can invoke the text that is most advantageous to you at all times.
4. Through the fact of using our website, you expressly accept our General Terms and Conditions. Our General Terms and Conditions of Sale can be consulted at the website at all times.
5. Moreover, if you order online, we will provide you with a copy of the present General Terms and Conditions, along with the order confirmation or as part of the delivery at the latest, in a format you can save or print.

article 3: our offer and your order

1. We describe what we are selling as fully and as accurately as possible at all times, whilst also specifying the course of the ordering process. The description is certainly sufficiently detailed to give you a good idea of what you are purchasing. Wherever images and photos are used, these are true and faithful depictions of goods and/or services on offer. However, to err is human and if we clearly got it wrong in the information and/or photos made available, we are under no obligation to supply you with an equivalent item.
2. Caroline Biss is committed to stating the relevant information as clearly and as accurately as possible at all times. If our product description contains factual errors we decline all liability. Caroline Biss will amend such inaccuracies as soon as possible and undertakes to take back the goods.
3. If an offer is limited in time or subject to specific conditions, we will expressly specify this in our offer.
4. If a given product turns out to be unavailable at the time of the proposed delivery, Caroline Biss declines all liability. The same applies to any loss that might arise therefrom. The customer will be notified as soon as possible. In such cases, the order may be cancelled by the customer, either in full or in part. The money will then be refunded as soon as possible into the account through which the order was originally paid.
5. Depending on availability, orders may be broken down into several shipments at no extra cost. This information will be communicated to you as the customer by e-mail at the time when the 1st delivery is dispatched.
6. Your order is complete and the agreement between us becomes final as soon as we have received the endorsement from the card issuer of your payment transaction by credit or debit card. We accept Visa, MasterCard, Maestro, Bancontact, Ideal, bank transfers. If the issuer of your card refuses to endorse your payment to us, we cannot be held liable for delays in the delivery and/or the non-delivery of your order. Orders without valid payment to the name of the registered card holder will not be accepted or processed.
7. To purchase a product, add the product of your choice in the appropriate size to your shopping basket. If you are satisfied with the items selected, you can move on to the payment procedure. If you are registered as a customer at our website, you only need to enter your e-mail address and your password. If you have not registered yet, simply enter your contact details and billing details. Next, select the method of delivery: Bpost@home (delivered to your home or at the office), Bpost@Bpoint ("Post Points"), Bpost@Bpack (parcel locker). In the final stage, you are shown a summary page, you accept our General Terms and Conditions and confirm your payment by pressing the order button, which has “order involving payment obligation” as its caption. Once you have gone through these steps, your purchase becomes final. We subsequently send you confirmation of your order by e-mail. A 2nd e-mail is sent out to you when your order is being dispatched.

article 4: gift vouchers

Consumers can purchase two types of gift vouchers at Caroline Biss.
  1) The first voucher is a stylishly wrapped gift voucher that is sent to you by post.
  2) The second voucher is a gift voucher that is sent to you by e-mail, and which is immediately available to you.

The way in which either voucher is used is similar and both voucher types are subject to the General Terms and Conditions below:
1. A gift voucher remains valid for 1 year. All vouchers carry the validity date.
2. You decide the value of the gift voucher. There is a €25 minimum amount.
3. Gift vouchers can be used in each of our flagship stores, and in all countries where our stores are located.
4. Gift vouchers can also be used at our webshop, by entering the code specified on the voucher.
5. Gift vouchers cannot be traded in for cash.
6. If a gift voucher is used only partially, an exchange voucher will be created for the remaining cash value.
7. The expiry date of the exchange voucher is set at 6 months. This date is printed on the voucher.
8. If you purchase an e-voucher, the voucher will be sent to your e-mail address. It is for you to forward this e-mail, including the attachment, to the person of your choice.
9. Caroline Biss declines all liability for incorrect e-mail addresses.
10. If a gift voucher is stolen, destroyed or sold on, Caroline Biss declines all liability.

article 5: prices

1. Applicable prices apply per piece/item and are expressed in euro, unless specified otherwise.
2. Our prices include all taxes, VAT, duties and services. Which means there are never any unexpected bombshells. In case of deliveries outside the Benelux additional transport costs will be charged.In that case, we make a point of specifying this information before you make your purchase final.
3. Customs charges and / or other taxes that may apply upon completion of the shipment are beyond the responsibility or control of Caroline Biss.
4. Our prices remain unchanged throughout the time period specified as part of our offer, unless prices are made to change as a result of changes in VAT rates.
5. Caroline Biss declines all liability arising from the display of erroneous prices. We reserve the right to amend errors, even after an order was placed. The customer can either accept the order at the new price or cancel the order if he/she so chooses.

article 6: methods of payment

1. At our website we only accept payment by Visa, MasterCard, Maestro, Bancontact, Ideal for Dutch customers, bank transfer.
2. To ensure safe and secure online payments, we call on the services of Ogone. This enables us to guarantee that all payments are made to occur swiftly and with the utmost protection. We use the best and most secure technology currently available to ensure your transactions are made to occur as securely as possible. All of your personal details and those of your credit card are encrypted through secure server software (SSL) to ensure maximum security.
3. Your credit card number is not communicated to Caroline Biss at any point in the entire process.

article 7: dispatch and delivery

1. All goods are delivered to the address specified by you when you placed your order.
2. Our deliveries take place from Mondays up to and including Saturdays. We are closed on public holidays, which means no goods are dispatched on such days.
3. If your purchased item is in stock, it is tendered at your delivery address within 1 to 4 working days. If your purchased item is not in webshop stock, you will be notified of the expected delivery term.
4. Deliveries can be made to occur using any of the following methods:
  1. Bpost@home - delivered to your home or place of work: the postman delivers your order to your home or to the address specified by you
  2. Bpost@Bpoint - you collect your order at one of 1,250 collection points: ‘recommended’ post offices, supermarkets, newsagents… with extended opening hours, including evenings and weekends
  3. Bpost@Bpack - you collect your order from the 125 parcel lockers open 24/7 and always close to a local supermarket or railway station
5. If we are unable to deliver on time, we will notify you prior to the expiry of the planned delivery term. If we fail to do so, you may cancel your order free of charge. In that case, we will refund the order within 30 days at the latest after dissolution.
6. All shipments dispatched to you as the customer travel at our risk. This means you do not need to worry about goods getting lost in the post. However, if you decide to return goods to us within a fortnight after the purchase date because you do not wish to keep them, it is for you to organise and pay for the transport. 
7. If the goods delivered by Caroline Biss were damaged in transit, fail to match the items specified in the delivery note or fail to match the items you had ordered, please report this at your very earliest convenience, no later than within 3 days, and return the items to us within 14 calendar days after receipt. To do so, please use the “return form" included. If you have any questions on how to complete this return form, please contact one of our assistants at the e-mail address:
We decline all liability for any consequential loss due to late delivery or non-delivery by the carrier assigned by Caroline Biss. In such cases our liability will be limited to the value of the items for which the customer is to prove he has not received them.

article 8: right of revocation

1. If you purchase goods from us, you have 15 days - counting from the date of delivery - to decide if you want to keep the goods or send them back. In the latter case, you are within your rights to return the goods without paying a fine. Within 14 days from the time your order was returned to us, we will refund the full purchase price using the same method of payment by which you effected your original payment.
2. During the first 14 days after delivery, we expect you to carefully handle the order and the packaging. If you still want to be able to return the goods in the manner set out above, you should unpack or use them only as necessary to enable you to decide if you wish to keep them. Goods returned are allowed to have been tried on, but are not permitted to have been used. If you decide to return the goods, please make sure, wherever possible, to do so along with the original packaging, all accessories provided and in the original condition and packaging, following the instructions set out below.
3. The goods may be returned directly to a Caroline Biss flagship store or by sending them to head office. The address details to return goods by Bpost are:
Caroline NV
Retour Webshop
Kouterbaan 44
9280 Lebbeke
4. It is vital that you observe the instructions when returning goods to our head office.
  1. You may return your return package by post. Our boxes contain a free return sticker for BENELUX customers. Please affix the sticker to the box and take the box to a post office. The (Belgian) Postal Service will arrange transport to Caroline Biss.
  2. For customers outside the Netherlands - Belgium - Luxembourg, returns are at their own expense. The transport is paid and arranged by the customer himself.
  3. In order to swiftly exercise your right of revocation in the manner required, we ask you to complete the attached return form and include it in the box along with the items you are returning.
5. We are within our rights to withhold reimbursement until the goods have been returned to our possession.
6. Caroline Biss declines all liability in the event the goods returned by you (whether by post or taken back in person to one of our flagship stores) have been damaged, were stolen or got lost. In such cases, we reserve the right not to refund the items.

article 9: conformity and warranty

1. We guarantee that our goods are compliant with your order and comply with the normal expectations you are entitled to hold out of the items purchased, in consideration of the specifications of the product. Obviously, we also guarantee that our goods meet all laws and regulations applicable at the time of your order.
2. In addition, all goods delivered come with the two-year statutory minimum warranty period if the item should fail to comply with the order placed. This means that if the item shows up flaws or defects up to two years after it was delivered, the said item will be repaired free of charge or reimbursed.
Insofar as possible and reasonable, you are free to opt to have the item either repaired or replaced. Only in the event the repair or the replacement is excessive or impossible, or cannot be performed within a reasonable time span, are you entitled to demand a price reduction or the dissolution of the sales agreement.
If the defect or flaw manifests itself within 6 months further to delivery, it will be deemed to have existed prior to the delivery, unless we are able to prove otherwise. After 6 months, you will need to furnish proof yourself that the flaw already existed at the time of delivery.

article 10: force majeure

1. In the event of force majeure we are not required to honour our obligations. In said case, we are free to either suspend the performance of our obligations for the duration of the force majeure, or dissolve the agreement to final effect.
2. Force majeure is to be understood as all circumstances beyond our control that act to impede due performance of our obligations, either in full or in part. Instances of force majeure include, but are not limited to, strikes (industrial action), fire, interruptions of business operations, energy disruptions, disruptions in (telecommunication) networks or connections or the communications systems used and/or the fact that our website is un available at any point in time, non-delivery or late delivery by suppliers or other third parties involved, etc.

article 11: intellectual property rights

1. Our website, logos, texts, photos, names and all our communications in general are protected by intellectual property rights that are either held by ourselves, our suppliers or other right holders.
2. It is prohibited to use and/or make changes to the intellectual property rights as outlined in the present article. For instance, drawings, photos, names, texts, logos or colour combinations, etc. may not be copied or reproduced without our prior express written consent.

article 12: complaints procedure and disputes

1. Needless to say we trust all of our customers are fully satisfied. However, if you should have grievances regarding our goods or services, please contact us at We will make every effort to deal with your complaint within 7 days.
2. All agreements we conclude with our customers, regardless of where they live, are exclusively governed by Belgian law. Disputes shall exclusively be brought before the Belgian courts of competent jurisdiction. If a different body of national law should apply by reason of rules of international law, the Belgian Market Practices and Consumer Protection Act (Wet Marktpraktijken en Consumentenbescherming) shall be the primary statutory law of reference for the interpretation of the present General Terms and Conditions.