Frequently Asked Questions

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Account
Orders
Shipping and delivery
Return and refund
Payments
Other

Account

Do I need to register in order to purchase?

Yes, creating a user account is necessary. Not only do we want to get to know you better, it makes it easier to consult your previous and active orders and it makes the checkout simpler.

Can I adjust my personal contact details?

Yes, personal data can be changed at any time in the webshop itself under the account settings. You can remove your data (or have it removed) simply by sending a request per e-mail to shop@3fonteinen.be.



Orders

How do I choose the right size?

The size charts of all clothing, including the most common sizes in centimetres and inches, can be consulted in this document.

An item is temporarily sold out. When will it be available again?

This duration depends on the production time of the item in question. Once we have a new stock, the information of the particular item will be updated immediately. If a certain item has a longer delivery time, this will also be specifically mentioned with the item concerned.

Can I order large quantities?

As an end consumer you can order multiple items, if necessary serial, purchase per purchase. We always assume the best intentions of the buyers, but in case this deviates from a normal purchasing pattern, we reserve the right to contact you to listen or to refuse (part of) the order(s), especially in case of suspicion of resale at exorbitant prices or in case you are a professional customer (see next point).

Can I order as a professional customer?

If you are a professional customer - B2B as they say - please feel free to contact us. Then we can have a small chat and we can help you much better. Thank you for sending an e-mail to info@3fonteinen.be.

How are fragile products such as beer and glassware packaged?

The beer parcels are packed in specific boxes per bottle size, which are fully custom-made. The main aim is to provide enough stability and firmness and the combination of an outer and inner box ensures that the bottles survive shipping. All other items are carefully packed in tailor-made boxes and/or other packaging materials according to the type and number of items to be shipped. Whatever the case, we pack each box with the utmost care and, if necessary, with a whole pile of filling material to make sure nothing breaks.

I haven't received a confirmation e-mail. What to do?

Immediately after you place an order, you will receive a confirmation e-mail in your mailbox. This e-mail contains the details of your purchases, your contact details, delivery address, invoicing address, etc. If you haven’t received this confirmation e-mail in your inbox an hour after placing your order, be sure to check the junk mail folder. When ordering for the first time, the e-mail may be mistakenly considered as spam (be sure to make a rule that everything will be correctly delivered to your inbox the next time). You can’t find the e-mail in your junk mail folder either? Feel free to contact us by e-mail via shop@3fonteinen.be, we will be happy to check if your order has been processed correctly.

Is it possible to cancel my order?

If you wish to cancel your order, we advise you to contact us as soon as possible by e-mail via shop@3fonteinen.be.

  • If the package has not yet been picked up by FedEx, we can cancel your order. Please note, we only refund the amount as they would be sold in the physical shop. All packaging costs, administrative costs etc. will not be refunded. The list with the prices of the physical shop and the webshop prices can be found here.
  • If the package is already on its way to the delivery address, the order can unfortunately no longer be cancelled. In that case a return must be set up.
How can I check the status of my order?

Once you place an order, you can check its status in your user account. Once your package has been handed over to the shipping partner, you will receive a confirmation and your package can be further tracked through their online tools.

Can I pick up my order in the physical shop in Lot?

This is not possible by default. In certain cases – special packages around events for example – we will allow this, but then it will be explicitly indicated and you will only be able to pick up your purchase during the indicated opening hours and during a certain period of time, usually around that particular event.

I am asked to provide a “commercial invoice”.

In some specific cases, mostly because of an additional check at customs, it could be that a commercial invoice is requested. Just drop us an e-mail to shop@3fonteinen.be and we will provide you with one. In most cases, the order will come through even without that invoice. Mostly it takes a couple of days.



Shipping and delivery

Which shipping company will deliver my parcel?

After careful selection, we have chosen FedEx. Because of their global scale and specific services, they can cover a large area and help us expand and refine some of our services. In addition to FedEx, subsidiary TNT is one of the parties they work with to handle the physical delivery of parcels. We use FedEx Economy service structure for all countries outside Belgium and FedEx Priority for Belgium.

Is it correct that my 3 Fonteinen parcels are sent separately?

Chances exist. Each beer package is a separate custom-made box. Merchandise is also packaged separately, so we try to cover the possible combinations of merchandise items with as many different packaging options as possible. Since we try to work operationally as efficient as possible and the beer parcels are already assembled in advance, it may be that everything is shipped separately. FedEx’s services allow you to send everything together (time, address, …). It’s important to note that transport costs are calculated on the total weight of all packages together and not per box separately. So be sure to have a good look at the overview of the shipping costs to optimize your purchases.

Can I have my order delivered anywhere in the world?

Parcels of merchandise are delivered anywhere in the world. Or as good as. Beer parcels are (currently) only shipped by us and directly within (most countries of) Europe. In case you place an order with a beer package but select a delivery address in a country to which we do not ship directly, you still have the possibility to send it to your home address through a proxy (service) (see point Can I still use the "proxy" service?). A complete list of the countries we ship to can be found here.

Can I still use the "proxy" service? Can I opt for Etre Gourmet or Belgium In A Box?

Yes, you can purchase your parcel on your own name and a certain billing address ("billing address") and have it delivered to a delivery address ("shipping address") that is different from your billing address.

For your convenience, we have introduced the regular proxies (services) as a radiobutton option in the check-out process. This option will be visible if (i) your billing address country lies outside the countries we ship beer directly to and (ii) you selected beer boxes. During the check-out, as the “shipping Method” you can f.e. select “Shipping to Etre Gourmet”. We will then send your parcel(s) to the indicated proxy through FedEx and at the applicable domestic rate, of which you will receive a track & trace as well.

Beware: if you only order merchandise, then we can ship directly. It is only as from the moment that you order beer, that this option appears in the check-out process. If merchandise is ordered with the beer parcels, then the merchandise will also be sent automatically to the same proxy, unless you split it up in two different orders.

Currently, only Etre Gourmet is included in the check-out process. In case you would like to use Belgium In A Box’s services, it is best to make arrangements with them. In the check-out process, you can still enter their address under the shipping address.

In such an event, it is up to you, the buyer, to make arrangements with your "proxy" to forward the package to the desired address. We do not intervene and are not responsible for what happens to that package afterwards. Be sure to make the necessary arrangements with them before proceeding with the order on the 3F webshop.

! Please be aware that additional costs might incur in case your parcel is forwarded by proxies.

How long does it take between order and delivery?

We handle all incoming orders together and consolidate everything once a week, more frequently if possible. After the package enters the FedEx network, you typically need to count 2 to 3 working days for Belgium and 4 to 6 working days outside of Belgium.

How much are the shipping costs and what is included?

The costs for shipping your order are based on the combination of weight and country of destination and include:

  • the shipping and delivery of the package - possibly several times.
  • possible additional fuel surcharges.
  • the full insurance of the package, including its value.

An overview of the shipping costs can be found here.

My purchase is broken or damaged, what can I do?

If the contents of the delivered box / your ordered items are (partly) damaged, we advise you to report this as soon as possible:

  • to the courier - in such a case it is best not to accept the delivery
  • to Brouwerij 3 Fonteinen - take pictures of the damage and/or breakage and send them to us by e-mail to shop@3fonteinen.be. In case of justified damage or breakage, we will do everything we can to exchange or refund the damaged or broken goods free of charge as soon as possible.
I received the wrong item, what can I do?

If the content of the delivered package does not match your order, we ask you to contact us as soon as possible by e-mail to shop@3fonteinen.be. We will work out a solution together.

My order is incomplete, what should I do?

If you have not received all the products you ordered, we ask you to contact us as soon as possible by e-mail to shop@3fonteinen.be. We will work out a solution together.

Why are you not shipping beer yourselves and directly outside of the EU? Why not to the UK or USA?

Hold your horses, we are working on that.

First of all, our aim is to get every beer box to you in such a way that the delivery is guaranteed and that the contents are insured. As for the beers – as it is considered a liquor – they are subject to excise duties. To be able to import beer into specific countries outside the EU, we need to and want to be compliant to all possible national / federal / local / … laws, taxes and all fees that come with that. And that is exactly our future ambition. Therefore, we will deliberately indicate that the contents of the box as “beer”. Not “merchandise” or ‘collectible glassware” or “yeast samples”. We want to do it right and pay our duties in the respective countries and when we need to in order to ensure the safe arrival of each parcel as close to you – the consumer – as possible, preferably the doorstep.

And for all of the above there is no single clear-cut solution. We need to figure it our for every country or every state. And that will take a little more time.

Meanwhile, you can still use proxies or proxy-services as an alternative; please refer to point Can I still use the "proxy" service? for more information.



Return and refund

What is the return policy?

The return conditions and formalities can be found in full here.



Payments

What are the payment options?

Payments are made using Mollie. The cards and forms of payment currently supported are:

  • Bancontact
  • iDEAL
  • Visa
  • Mastercard
  • American Express

It is not possible to pay afterwards.

Help, my payment is refused!

In case the payment provider rejects or refuses the payment, it is not bound to an error with the e-commerce platform. As such, we cannot see that error from our side or intervene.

The two major factors that are often in play are (i) an authentication error or an insufficient payment balance – which is between the payment provider, the buyer’s bank and the buyer or (ii) a risk of fraud as a check is carried out on the IP address used and the country payment card was issued.

In case of the latter, experience has taught us that it might be an option to turn off your VPN or routing service and/or change IP address with which you log in to the webshop. In these cases, it is well possible that the payment provider freezes the use of the card number for a day.



Other

I have a wild idea, a subtle suggestion, a question or a complaint.

All feedback is welcome! You can contact us about this by e-mail to shop@3fonteinen.be by filling out the online contact form.