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: payment and payment options
article 7: dispatch and delivery
article 8: right of withdrawal
article 9: conformity and guarantee
article 10: force majeure
article 11: intellectual property rights
article 12: complaints procedure and disputes
article 13: privacy  

article 1: identity of the seller

The website is owned by Cetex Sud naamloze vennootschap (public limited company) The company's registered office is 44 Kouterbaan 9280 Lebbeke(Belgium).
- Email:
- Telephone no.: 0032(0)52.412.611
- VAT BE0560.708.993
- IBAN BE46 3631 3690 5436

article 2: scope of application

1. These General Terms and Conditions apply to all offers made by Caroline Biss and to all distance agreements concluded between Caroline Biss and the customer.

2. To place orders, you must be at least 18 years of age.

3. Our General Terms and Conditions are available on the website at all times.

4. The text of these General Terms and Conditions will be made available to the customer before the distance agreement is concluded. The customer must explicitly agree to the content of these General Terms and Conditions before he/she can proceed to the distance purchase.
Caroline Biss also provides the customer with a copy of these General Terms and Conditions following the distance purchase, together with the order confirmation.

5. If additional specific terms and conditions apply besides the present General Terms and Conditions, the above also applies to such specific terms and conditions. If our General Terms and Conditions were to conflict with those special terms and conditions, the customer can always rely on the text that is most advantageous to him/her.


article 3: our offer and your order

1. Caroline Biss describes what is being sold as completely and as accurately as possible at all times, including the ordering process. The description is in any case sufficiently detailed to allow the customer to make a proper assessment. Wherever Caroline Biss uses images and photos, these are, subject to error, true and faithful depictions of the goods and/or services offered.

2. Caroline Biss is committed to stating the relevant information as clearly and as accurately as possible at all times. Caroline Biss shall not be held liable for any errors the product description may contain. Caroline Biss will amend such inaccuracies as soon as possible and agrees to take back the goods. Obvious mistakes or obvious errors in the offer shall not be binding on Caroline Biss.

3. If an offer is limited in time or subject to specific conditions, Caroline Biss expressly specifies this in its offer.

4. If a product becomes unavailable at the time of delivery, Caroline Biss cannot be held liable, nor can it be held liable for any damage or harm resulting therefrom. The customer will be notified accordingly as soon as possible. In such case, the customer may cancel all or part of his/her order. The refund will be deposited as soon as possible into the account from which the order was paid.

5. Depending on availability, orders may be split into several shipments at no extra cost. This information will be communicated to the customer by email at the time the first delivery is dispatched.

6. Your order is complete and the distance agreement becomes final as soon as we receive approval from the card issuer of your payment transaction by credit or debit card. If the issuer of your card rejects your payment to us, Caroline Biss cannot be held liable for delays in the delivery and/or the non-delivery of your order. Orders without valid payment in the name of the registered card holder will not be accepted or processed.

7. To purchase a product, add the item in the right size to your shopping cart. When you are satisfied with the items selected, continue to the payment procedure. If you are already registered on our website as a customer, it is sufficient to enter your email address and password. If you have not yet registered, simply enter your contact details. Then choose the method of delivery (see below). In the final step, you are shown a summary page where you accept our General Terms and Conditions and confirm your payment by pressing the order button with the ‘Order with payment obligation’ caption. Once you have gone through these steps, your purchase becomes final. We then send you confirmation of your order by email. A 2nd email is sent out to you when your order is ready for dispatch.


article 4: gift vouchers

Customers can purchase two types of gift voucher at Caroline Biss.

- The first is a stylishly boxed gift voucher which is sent to you by post.
- The other is a gift voucher sent to you by email (e-voucher) and is available to you immediately.

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 yourself. A minimum amount of €25 applies.

3. Gift vouchers can be used in any Caroline Biss flagship store, and in all countries where our stores are located.

4. Gift vouchers can also be used at our webshop by entering the code stated 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 email address. It is up to you to forward this email, including the attachment, to the person of your choice.

9. Caroline Biss declines all liability for incorrect email addresses.

10. If a gift voucher is stolen, destroyed or sold on, Caroline Biss declines all liability in this regard.  

article 5: prices

1. Applicable prices per piece/item are expressed in euros, unless otherwise specified.

2. Our prices include all taxes, VAT, duties and services. In certain cases, we charge shipping costs, which are always stated before final placement of the purchase.

3. Customs charges and/or other taxes that may apply on completion of the shipment are beyond the responsibility or control of Caroline Biss.

4. Our prices remain unchanged throughout the time period specified by Caroline Biss in the offer, except for price changes resulting from changes in VAT rates.

5. Caroline Biss declines all liability arising from the display of erroneous prices. Caroline Biss reserves the right to amend errors, even after an order has been placed. The customer may either accept the order at the new price or cancel the order if he/she so chooses.  

article 6: payment and payment options

1. Unless provided for otherwise, the amounts due from the customer must be paid immediately when ordering. If payment is not made, the products will not be shipped.

2. Caroline Biss only accepts payments via the following methods for orders placed via the webshop: Visa, MasterCard, Maestro, ApplePay, GooglePay, Bancontact (Belgium) , Ideal (Netherlands), Carte Bancaire (France).

3. All of the customer’s personal details and those of the credit card used are encrypted via secure server software (SSL) to ensure maximum security.  

article 7: dispatch and delivery

1. All goods are delivered to the address specified by the customer when the order is placed.

2. Caroline Biss deliveries take place from Monday to Friday.

3. If an item is in stock, it is sent to the delivery address as soon as possible. If an item is not in stock in the webshop, the customer will be notified of the expected delivery period via email.

4. Deliveries can be made in the following ways:
Bpost - the postman delivers your order to your home or to the address specified by youPostNL - the courier delivers your order to your home or to the address specified by youDelivery may be outsourced to a third party without the prior knowledge of Caroline Biss. Caroline Biss is not responsible for this.

5. If Caroline Biss is unable to deliver on time, we will notify the customer accordingly before the end of the planned delivery term. If Caroline Biss does not do this, the customer may cancel his/her order free of charge. The refund will then be deposited as soon as possible into the account from which the order was paid.

6. The risk of damage and/or loss of products rests with Caroline Biss up to the time of delivery to the customer or a representative appointed in advance and made known to Caroline Biss, unless expressly agreed otherwise.

7. If the goods delivered are damaged in transit, fail to match the items specified in the delivery note or fail to match the items ordered by the customer, the customer must report this as soon as possible, within 3 days at the latest, and return the items to us within 14 calendar days of receipt of goods. Caroline Biss refers in this regard to its return procedure as set out in article 8. The enclosed return form and sticker must be used for this purpose. Any problems can be reported via

Caroline Biss declines all liability for any consequential loss due to late delivery or non-delivery by the carrier assigned by Caroline Biss.  

article 8: right of withdrawal

1. The customer’s 14-day cooling-off period starts on the day after the customer has received the products from Caroline Biss. The customer may withdraw from the purchase of a product within this cooling-off period without stating a reason. The customer may either request a refund of the purchase amount or opt for a corresponding voucher from the Caroline Biss webshop. Once Caroline Biss has received the returned order, the refund will be deposited as soon as possible into the account from which the order was paid, or the voucher will be delivered to the customer at the email address via which the order was placed.

2. Caroline Biss expects the customer to handle the order and the packaging with care during the cooling-off period. Goods returned are allowed to have been tried on but are not permitted to have been worn. If the customer returns the goods, this must be done in the original packaging, with all the accessories provided and in the original condition, 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 Biss
Retour Webshop
Kouterbaan 44
9280 Lebbeke

If the customer uses the Caroline Biss return sticker for the shipment, Caroline Biss shall bear any costs and the responsibility for the return transport within the BENELUX region.

However, if the customer does not use the Caroline Biss return sticker, the customer shall bear any costs and responsibility for the return transport within the BENELUX region.

The customer shall bear any direct costs and the responsibility for the return transport from outside the BENELUX region.

4. The risk and burden of proof for the correct and timely exercise of the right of withdrawal lies with the customer.

5. Goods must be returned to our head office in accordance with the instructions drawn up by us. The complete procedure is also sent to the customer when the package is shipped.
1. You may send back your return parcel by post. Your box contains a return sticker. Please affix the sticker to the box and take it to a post office. The transport to Caroline Biss will then be arranged by the post office.
2. In order to swiftly exercise your right of withdrawal in the manner required, we ask you to complete the attached return form and include it in the box together with your goods.

6. Caroline Biss shall withhold the refund until the returned goods are received.

7. Caroline Biss rejects all liability in the event of the goods refused, sent back or returned being damaged, stolen or lost. In such case, Caroline Biss may refuse to issue a refund.  

article 9: conformity and guarantee

1. Caroline Biss guarantees that its goods are compliant with your order and meet normal expectations, taking account of the product specifications.

2. The statutory minimum guarantee of 2 years applies to all goods delivered if the item does not conform to the ordered quality under the normal recommended conditions of use.

Insofar as possible and reasonable, you may opt to have the item repaired or replaced. Only in the event of the repair or replacement being excessive or impossible, or not possible within a reasonable period of time, can a price reduction or dissolution of the sale agreement be requested.

If the defect or flaw manifests itself within 6 months after delivery, it will be deemed to have existed prior to the delivery, unless Caroline Biss is able to prove otherwise. After 6 months, the customer must furnish proof that the fault already existed at the time of delivery.  

article 10: force majeure

1. Caroline Biss shall not be required to honour its obligations in the event of force majeure. These obligations may be suspended for the duration of the force majeure, or the agreement may be definitively terminated.

2. Deemed to constitute force majeure are any circumstances beyond our control that prevent Caroline Biss from fulfilling all or part of its obligations; these include strikes, fire, business disruptions, power cuts, disruptions in a (telecommunications) network or a connection or the communication systems used and/or the website being unavailable at any time, non-delivery or late delivery from 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 held by either Caroline Biss or other rights-holders.

2. Using and/or making changes to the intellectual property rights referred to in this article is prohibited. For example, drawings, photos, names, texts, logos or colour combinations, etc. may not be copied or reproduced without our prior explicit consent in writing.  

article 12: complaints procedure and disputes

1. Any complaints can be reported via We will make every effort to deal with your complaint within 7 days.

2. All agreements that Caroline Biss concludes with its customers, regardless of where they live, are governed exclusively by Belgian law. Any disputes shall come under the exclusive jurisdiction of the competent Belgian courts. If, for reasons of international law, another law applies, the Code of Economic Law shall first be relied on for the interpretation of the current General Terms and Conditions.  

article 13: privacy

Caroline Biss processes the personal data of the customer in accordance with the applicable laws and regulations and in accordance with its privacy policy. The privacy statement and disclaimer placed on the website form part of the agreement and, by placing an order via the website, the customer expressly agrees to this privacy statement and disclaimer.