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FAQS

MY ACCOUNT


our login is simply your email address. To get your password again, go to “My account” at the top of the welcome page, click on the login page, then click on: “Forgot your password? Click here” We will send you your password to your email address. In your account you can change your password again under „change password“.

Login to your “My account” area using your email address and password, you will then be able to modify and the information in your account:

  • add or change: billing address, email address and phonenumber.
  • add or change delivery address.


All information of your Beetles & Bugs account is used exclusively within the framework of your transactions with Beetles & Bugs. They will not be transferred to third party. You have a right of access, modification, correction and suppression of the data at any time.

ORDERING


Your shopping basket is at the top of the welcome page. When you click on “My basket”, you are immediately directed to the detailed summary of your shopping basket.

Click on the articles which you like, and you will automatically go the product page on which you may have to select the possible options of size and colour, as well as the quantity. Then click on the button “Add to the basket” and your article will be added automatically to your basket. You can then continue your order by identifying yourself or choosing to continue your shopping on the site. At any time, you have access to your basket at top right of the page.

You can place your order at Beetles&Bugs.com by Internet 24 hours a day, 7 days a week, or by telephone under the luxemburgish mobile number +352 661 780809 from Monday to Friday from 9:00 am to 5pm.
The ordering process is composed of 6 successive stages. Once product selection has been carried out, and the basket validated, the Customer must:

  • -clearly identify the products selected with the options of colors, sizes,… indicated on the www.beetlesandbugs.com site;
  • -indicate the quantities requested;
  • -identify himself, either by entering his Customer number and password which are strictly personal to him, or by giving all the information usually requested for an inscription online;
  • -indicate clearly information necessary for the delivery. This relates in particular to the precise address of delivery, as well as possible restrictions of accessibility of the place of delivery (building, floor, door-codes, etc);
  • -indicate the selected mode of payment;
  • -finally accept terms and conditions

Once the mode of payment is selected, the Customer must proceed with payment of his order, which will formalize the sales contract with Beetles&Bugs in a firm and final manner.


Our prices are posted All Tax Included 17%.
For orders outside the EU the price is shown without tax after putting in the country of delivery.
Never less, any orders may be subject to duties or taxes.
These costs are for the purchaser / recipient and to be paid at the time of delivery.


Products are available within the limit of stocks available at Beetles&Bugs.
If any how a certain product is not available from your order, we will inform you as fast as possible. This product will be refunded and the rest of your order will be send to you.

If you wish to have gift wrapping, you can simply go to category „gifts“ and buy a gift wrapping on top of your order. You can also write a personalized message, which will be printed on a signed card and added to the parcel. Your order will be prepared with the greatest care and will be packed in a refined package.
Beetles&Bugs offers its customers a gift-wrapping service for non-bulky objects, such as clothing and accessories, small toys and small objects of decoration. Bulky or cumbersome objects cannot benefit from proper gift wrapping.

That depends on how far your order has progressed. Please contact us with your number of order and the reference of your product(s) using the contact form, or by email: welcome@beetlesandbugs.com, or telephone (Luxemburgish Mobile Nr.): +352 661 780809 from Monday to Friday (excluding holidays) from 9:00 am to 5pm.

After having confirmed your order and proceeded to pay, an email of confirmation will be sent to you. It includes a summary of the order, the item(s), the quantity, the price of the selected products, the mode of payment and the delivery address.

You have the possibility of finding the details of your order, but also of your previous orders, in your account in the section “Recent Orders”.

In theory, any order will be processed the very same day,(weekdays). Nevertheless the preparation and processing time of an order may take longer according to articles, and require between 1 and 2 working days. As soon as your order is ready to be dispatched, you will receive an email of confirmation, from that moment, you can take into account the times given by the transporters.

PAYMENT


Beetles&Bugs allows you to pay online by PayPal system, or 100% Prepayment by bank transfer.

Our prices are posted all Tax Included.
For orders outside EU the price is shown without tax on order and during payment after putting the country of delivery.
Never less, any orders may be subject to duties or taxes.These costs are for the purchaser / recipient and to be paid at the time of delivery.

Check first if your credit card information given is correct and also that given to Beetles & Bugs and PayPal. Make a renewed attempt.
You can also contact your bank to see if your credit limit is reached.

DELIVERY


Beetles&Bugs delivers worldwide to the following countries:

- Luxembourg

- Belgium, Germany & Netherlands (except non-European areas)

- EU Zone 2
To the following countries: Austria, Czech Republic, Denmark (except Faroe Islands & Greenland), Finland (excluding Åland), France (except overseas territories & departments), Greece (except Mount Athos), Hungary, Ireland, Isle of Man, Italy (except Livigno & Campione d’Italie) , Lithuania, Monaco, Portugal, Sweden, Slovakia, Slovenia, Spain (except Canary Islands, Ceuta & Melilla), United Kingdom (except channel Islands).

- EU Zone 3
To the following countries: Bulgaria, Croatia, Cyprus (except northern part), Estonia, Latvia, Malta, Poland, Romania.

- United States | USA

- International Zone 2
To the following countries: Algeria, Armenia, Azerbaijan, Bahrain, Brazil, China, , Egypt, Georgia, India, Indonesia, Iran, Israel, Jordan, Canada, Canary Islands, Kazakhstan, Qatar, Kuwait, Lebanon, Libya, Malaysia, Morocco, Oman , Palestinian territory, Philippines, Saudi Arabia, Sudan, South Africa, South Korea, South Sudan, Taiwan/China, Thailand, Tunisia, United Arab Emirates, Vietnam.

- International Zone 3
To the following countries: Argentina, Azerbaijan, Australia, Bolivia, British Indian Ocean Territory, Chile, Curacao, Ecuador, Fiji, Guyana, Japan, Martinique, New Zealand, Paraguay, Peru, Singapore, Sint Maarten, Suriname, Uruguay, Venezuela.
Couldn’t find your country? Please contact us. We are happy to provide information, conditions, times and costs of delivery to a specific country, via contact form, email welcome@beetlesandbugs.com or call (+352) 661 780 809 weekdays from 8:30 to 17:00.

Don’t hesitate to contact us if your country is not listed.

- Luxembourg
€ 5,90 – insured track&trace shipping & packaging. Orders over € 100 – free shipping.
Pickup: Possibility of self-pickup by appointment can be arranged either via the contact form, email welcome@beetlesandbugs.com or call (+352) 661 780 809 weekdays from 8:30 to 17:00.
Pickup Address: 6, rue de la Carrière, L-5290 Neuhaeusgen, Luxembourg.
Already paid shipping costs will be refunded in this case, and a corrected invoice will be attached.

- Belgium, Germany & Netherlands (except non-European areas)
€ 9,00 – insured track&trace shipping & packaging.. Orders over 160€ – free shipping.

- EU Zone 2
€ 12 – insured track&trace shipping & packaging.. Orders over 160 € – free shipping.
For the following countries: Austria, Czech Republic, Denmark (except Faroe Islands & Greenland), Finland (excluding Åland), France (except overseas territories & departments), Greece (except Mount Athos), Hungary, Ireland, Isle of Man, Italy (except Livigno & Campione d’Italie) , Lithuania, Monaco, Portugal, Sweden, Slovakia, Slovenia, Spain (except Canary Islands, Ceuta & Melilla), United Kingdom (except channel Islands).

- EU Zone 3
€ 18 – insured track&trace shipping & packaging. Orders over 180 € – free shipping.
For the following countries: Bulgaria, Croatia, Cyprus (except northern part), Estonia, Latvia, Malta, Poland, Romania.

- Non EU | Rest of Europe
€ 25 – insured track&trace shipping & packaging. Orders over 250 € – free shipping.
For the following countries: Åland Islands (FL), Albania, Andorra, Belarus, Bosnia and Herzegovina, Campione d’Italia (IT), Ceuta (E), Faroe Islands (DK), Gibraltar (GB), Greenland (DK), Guernsey (GB ), Iceland, Jersey (GB), Liechtenstein, Livigno (IT), Macedonia, Melilla (e), Moldova, Montenegro, Norway, Russia, San Marino, Switzerland, Serbia, Turkey, Ukraine.

- United States | USA
€ 25 – insured track&trace shipping & packaging. Orders over 280 € – free shipping.

- International Zone 2
€ 29 – insured track&trace shipping & packaging.
For the following countries: Algeria, Armenia, Azerbaijan, Bahrain, Brazil, China, , Egypt, Georgia, India, Indonesia, Iran, Israel, Jordan, Canada, Canary Islands, Kazakhstan, Qatar, Kuwait, Lebanon, Libya, Malaysia, Morocco, Oman , Palestinian territory, Philippines, Saudi Arabia, Sudan, South Africa, South Korea, South Sudan, Taiwan/China, Thailand, Tunisia, United Arab Emirates, Vietnam.

- International Zone 3
€ 35 – insured track&trace shipping & packaging.
For the following countries: Argentina, Azerbaijan, Australia, Bolivia, British Indian Ocean Territory, Chile, Curacao, Ecuador, Fiji, Guyana, Japan, Martinique, New Zealand, Paraguay, Peru, Singapore, Sint Maarten, Suriname, Uruguay, Venezuela.
Couldn’t find your country? Please contact us. We are happy to provide information, conditions, times and costs of delivery to a specific country, via contact form, email welcome@beetlesandbugs.com or call (+352) 661 780 809 weekdays from 8:30 to 17:00.

*Option of a cheaper uninsured shipping method.
This shipping method would be without insurances and the possibility of track&trace. If you prefer this method, your purchase will not be refunded or exchanged by Beetles & Bugs in case of loss or damage of the goods. The risk would be on your behalf.
If this is interesting for you, feel free to contact us via the contact form or email welcome@beetlesandbugs.com .
Costs of an *uninsured shipping without track&trace:
– Belgium, Germany, The Netherlands, EU Zone 2 & Zone 3 EU: € 9
– Worldwide (all other countries except those mentioned above): € 15
In this case the difference comparing to the already paid shipping costs will be refunded, and a corrected invoice will be attached

_________________________________________________________________________________________

Delivery times:
We aim to dispatch your items within 1-3 working days after receiving an order or in case of bank transfer after receipt of payment.
Luxembourg: 1-3 business days, EU: 5-7 business days, Non EU | Europe: 1-2 weeks, International: 2-3 weeks.
This is not binding and in case of exceed Beetles & Bugs is not obliged and will not refund shipping costs, nor cancel the order made.

Please note:

The delivery periods we specify are those that are normally observed. In the event of an exceedance of the specified delivery time no refund will be given. The final delivery time consists of processing the order, packaging, delivery land and the transport company.

We would like to provide information regarding your shipping costs. You get the exact amount of shipping costs incurred, displayed in your shopping cart when you have chosen your country of delivery before the confirmation of your order. For this you do not have to register or login.
To give you a precise idea, based on delivery land, the costs are automatically calculated.


After your order has been dispatched the tracking number will be send to you via e-mail.
You can track your order with the link we send you with the tracking number.

In the event of absence, GLS and your local Post will leave you a delivery notice in your letter-box or at your door, which will enable you to collect your parcel at the address and according to methods indicated by the transporter.
– Post
The parcels are held at the Post Office for 15 calendar days. In the event of the item not being collected within the time limits stated by the transporter, the products will be returned to Beetles&Bugs.
-GLS
For deliveries by GLS, in the event of absence, the deliveryman leaves a transit advice note with the indication of the next GLS shop to collect your parcel where it will be held for 9 days. In the event of the item not being collected within the time limits stated by the transporter, the products will be returned to Beetles&Bugs.
In case there is no GLS shop available in your country, you can call their customer service and fix a new delivery date which is more appropriate to you. After 3 unsuccessful passages to the delivery address, and the item has not been collected within the time limits stated by the transporter, the products will be returned to Beetles&Bugs.

In the event of a delivery problem with your order, contact us as quickly as possible to inform us of it, via our online form, our email address welcome@beetlesandbugs.com or by telephone weekdays (excl. holidays) 9am-5pm via luxemburgish mobile number +352 661 780809.

RETURNS /CREDITS / REFUNDS


You have a legal right to 14 days (including weekends and holidays) as from the reception of the goods to announce to us your intention to return the product and your reason for this return.

Your request for return can be carried out:

Please contact us with your number of order and the reference of your product(s) using the contact form, or by email: welcome@beetlesandbugs.com, or telephone (luxembourgish Mobile Nr.): +352 661 780809 from Monday to Friday (excluding holidays) from 9am am to 5pm
The demand for the return will then be studied and replied to by mail. Beetles&Bugs will then send a return authorization e-mail, as well as the address for returning the items.
As of reception of the return authorization email, you can return the chosen products, in their original packaging, accompanied by the invoice and the return sheet to the address indicated.


All the products on the site can be returned, except sale products and those marked to the contrary. Returned products must be intact, in a perfect state for resale, and in their original packaging. They cannot have been worn, used or to have suffered even minimum deterioration, and must be in a state of perfect cleanliness. Any product which is damaged, incomplete, or whose original packing is deteriorated, will be neither refunded nor exchanged.

You have a legal right to 14 days (including weekends and holidays) as from the reception of the goods to tell us your intention to return a product to us and the reason for this return. Once we have given you a return authorization, you must return the item to us as soon as possible and within a maximum delay of 7 days.

Upon reception of your return parcel and the validation by us, you will receive a confirmation email of your item having been returned. Next Beetles&Bugs will refund the amount.
For a payment through Pay Pal the sum will be returned over Pay Pal. For a bank payment the sum will also be returned via the bank. For this to happen you have to give bank contact details, name, IBAN number and BIC/SWIFT code.

NEWSLETTER


If you would like to be informed over new offers from eBeetles & Bugs subscribe to our Newsletter, this you can do by clicking on “subscribe” top right hand side.

If you no longer wish to receive the Newsletter click on link, no longer required.


If you cannot receive E Mails from Beetles & Bugs check if they are being classified as unwanted E mail in your anti spam programme.
To be sure to receive the mails add these E mail addresses to your address book: news@beetlesandbugs.com and welcome@beetlesandbugs.com
Some E mail programmes block the content of the mails. Nevertheless, click on links, „show images“ or „visualise“ above in the E mail. So you can show the content in your internet browser.

First of all, make sure of the period of validity of the promotional code. We remind you that the promotional codes are only valid on the products specified on the www.beetlesandbugs.com site. A code is usable only once per person and is not refundable. The codes cannot be applied more than one at a time. If you have a Beetles&Bugs promotional code, you can indicate it to us on the shopping basket page in the “Promotional Codes” zone. Don’t forget to validate “OK” to profit from the advantage of the code.

Send a present for the whole variety from Beetles & Bugs with a single gift voucher.
Fashion, toys, deco articles…. For a birth, a birthday, Christmas, or just the pleasure in giving. With a gift voucher you can be sure to make someone happy.
Gift vouchers are good for all products within a period of twelve months. Also during the sales period. They can be combined with other offers.

Choose the amount you wish to spend, i.e. 30€, 50€, 75€, 100€, 150€ etc. or more if you wish to combine.
You can also send a personal greeting by using welcome@beetlesandbugs.com or using the contact form. We will attach your message to the gift voucher. The postage cost will not be charged.
The gift voucher can be sent by either email or by post to an address chosen by you.
If sent by post the gift voucher and terms of use will be sent in a pretty envelope.
If sent by email it will contain your personal greeting and terms of use attached.

CONFIDENTIALITY


We guarantee you the confidentiality of personal information you enter.
Visitors or Customers of the www.beetlesandbugs.com site have a right, at any time, of access, modification, correction and suppression of data which relate to them.

CUSTOMER SERVICE & CONTACT


The Beetles&Bugs FAQ´s page tries to answer your questions quickly, as well as possible, and in as much detail as possible.
Nevertheless, if you wish to contact our customer advisers, we are fully at your disposal:

  • - By filling in the form headed “Contacts”, we will answer you as soon as possible and will be able to call you back if you leave us your telephone details.
  • - By sending an email to: welcome@beetlesandbugs.com.
  • - By calling us from Monday to Friday, except public holidays, from 9 am to 5 pm at +352 661 780809 (luxembourgish mobile number).

Sollten wir Deinen Anruf nicht entgegen nehmen können, so hinterlassen uns eine Nachricht und wir rufen verlässlich zurück.


The Terms & Conditions are accessible directly at the bottom of the home page of the www.beetlesandbugs.com site. By request, they can also be sent to you by email.

REMARKS /SUGGESTIONS / TECHNICAL PROBLEMS


You can share your ideas and suggestions by contacting us by email at: welcome@beetlesandbugs.com.
We are happy with any kind of feedback given!

If you visit our website and get problems, disorders or errors, please let us know, via email to welcome@beetlesandbugs.com or via telephone from Monday to Friday ­except holiday days from 9 am to 5 pm on our luxembourgish mobile
tel. nr. +352 661 780809.
If we cannot take your call please leave a message and we will call back as soon as possible.
We do our best to help and minimise our faults.