FAQ

Our website is aimed at business users; however, individuals and Belgian and foreign professionals may make purchases through our site.

With its 50 years of experience, Etilux does everything in its power to obtain the best prices and the best transport conditions for you!

To find out about our transport costs to areas outside of the standard network, or for any large orders or productions, please contact our customer services department by phone on +32 (0) 4 224 99 99 or via our contact form.

You can contact our customer services department by phone on +32 (0) 4 224 99 99 from Monday to Friday, 08:30–12:00 and 13:00–17:00. You can also contact us via our contact form.
If you are a customer "liable for VAT": simply fill in the account-creation form for customers who are liable for VAT and enter the data requested on the screen to create your account.

If you are a customer who is "not liable for VAT": simply fill in the account-creation form for customers who are not liable for VAT and enter the data requested on the screen to create your account.
You can go to our 'forgotten password' page and enter the email address that you used when creating your account to receive a new password.
Customers who are liable for VAT can create online accounts for their colleagues. These accounts will be linked to your company and any purchase made by your colleagues will be linked to your company.

To create an account for one of your colleagues, you must have a 'manager' online account.

This is how to create an account for one of your colleagues:

1. Log in to our website with your online account

2. Go to the back office for your account
 
3. Click the 'manage sub-accounts' link in the menu on the left. If you cannot find this link, you may not have a 'manager' account. Contact us via our contact form to ask for one

4. Click the 'Create a new sub-account' button at the top of the page

5. Choose the company contact for whom you want to create an online account. These are contacts that are already in our system; if the contact you are looking for is not on the list or is incorrect, contact us via our contact form

6) Confirm their information:

a. Name
b. Email address
c. Telephone number

7. Assign rights to the account you want to create; there are seven types:

1. Able to change delivery addresses: allows the account user to change, create and delete delivery addresses that are linked to your company

2. Active: allows the account user to log in to the site with their account

3. Able to order: allows the account user to place orders on the site with their account

4. Able to view prices: allows the account user to view the prices of products on the site

5. Able to view stocks: allows the account user to view the stock of products on the site

6. Able to authorise orders: allows the account user to authorise orders. Some orders need to be authorised, in order for them to be validated on the site. This concerns orders placed via an offline payment method, such as payment after receipt of the invoice.

7. Has a limited budget: prevents the account user from having to wait for their order to be validated when they are placing an order on the site and not using the online payment method, if the order is within the defined budget.

Limiting the budget for a user can be useful when creating an order because it means the user does not need an online payment method, while also restricting the amount that can be spent.

There are four scenarios for a user with a limited budget:

1. If the user exceeds the defined limit, the order will be blocked and an email will be sent to the account manager, who may authorise the order. Once Etilux is informed of their approval, the order can be prepared by our teams and an email will be sent to the user who placed the order to inform them that this order has been validated.

2. If the order is refused, it will not be prepared by our teams and an email will be sent to the user who placed the order to inform them that their order has been rejected.

3. If the user does not exceed their spending limit, the order will be validated automatically and will not be blocked.

4. If the user exceeds their spending limit, but they use an online payment method, the order will not be blocked.


If you are a customer liable for VAT: you can fill in the account-creation form for customers who are liable for VAT to create your account. An email will be sent to the site administrator so they can validate the creation of your account.

If you are a customer who is not liable for VAT: You can either create an account directly online with our account creation form for non-VAT customers or contact us to create an account on our site and link it to your customer number in our system so you can retrieve your order history.

If you are a "VAT-registered customer", go to the back office of your account and click on the link "View company information here". Modify the information of your choice and click on the "Submit" button to save your changes.

Some information, such as your company's VAT number, cannot be changed.

From the page with your company information, you will also have the possibility to modify, create and delete delivery addresses.

If you are a "non-VAT" customer: go to the back office of your account, then click on the link "You can review and change your details here".  Change the information you want, click on the "submit" button to save your changes.

From this page you will also be able to modify, create and delete your shipping addresses.
To find products on our site you can either :

  • Use the search bar located at the top of our site
    • You can directly search for the reference of your choice by using a product number
    • You can search for a type of product by using the name of the product, for example "label".
 
  • Visit the different product lists on our site and use filters to find a product. For example, to find labels in rolls you can click on the product list labels in rolls and use the related filters to find the labels of your choice.
You are a customer " subject to VAT " : all our prices are displayed without VAT

You are a customer "not subject to VAT": all our prices are displayed with VAT included
Follow the steps below to find your order history:

  1. Login to our site with your online account
  2.  Go to your order history
To be able to order you must create an account on our site.  

You are a customer " subject to VAT " : you can go to the form for creating an account for customers subject to VAT to create your account.

You are a customer "not subject to VAT": you can go to the form for creating an account for customers not subject to VAT to create your account.
In order to save you time, you have the possibility to quickly recommend old orders made on the site, but also outside the site. Follow the steps below to make a recommendation:

  1. Log in to our site with your online account
  2. Go to your order history
  3. Click on the "View details" link of the order you wish to recommend
  4. Click on the "Recommend" button to add all the products from your previous order to your cart. Then proceed to checkout
Notes : Our website offers a wide range of products and is constantly evolving. Some old orders may contain products that are not orderable:

  1. Your old order contains custom-made products: Etilux offers its customers a wide range of standard products, but also a whole set of custom-made solutions. In the case of an old order containing custom-made products, these will not be recommendable on the site. However, if you wish to recommend this type of product, do not hesitate to contact our customer service via our contact form or by phone at +32 (0) 4 224 99 99  

  2.  Your old order contains products not available on the site: Etilux offers its customers a wide range of standard products, as the product catalog is constantly evolving, some of these products may not be or no longer be directly visible on our site. If the product(s) you wish to recommend is/are no longer part of our online catalog, you will no longer be able to recommend them on the site. However, if you wish to place a new order with this type of product, do not hesitate to contact our customer service via our contact form or by phone at +32 (0) 4 224 99 99
Once you have paid for your order on the site, it can no longer be modified from the site.  

You wish to add products: place a new order on the site with the forgotten quantities.

You want to delete products: contact our customer service as soon as possible at +32 (0) 4 224 99 99 (maximum one hour after your order) or by e-mail at info@etilux.be to request changes. The product lines you wish to delete will be removed from the order and you will receive a refund for those lines.

Notes: Depending on the total amount of your order, you may be eligible for free shipping. If your order is less than the required amount, you will be charged a shipping fee.

Yes, you can pick up your order at Etilux at no extra cost at the following address

Rue de l'espérance n°42
4000, Liège
 Belgium


If you wish to come and pick up your parcels at Etilux when creating your order on our site, here is how to proceed:

  1. Log in on our website with your online account
  2. Add products to your cart
  3. Click on the button "Proceed to checkout"
  4. In the step " 1. delivery details " choose the delivery method " Pick up in store ".
You have received a coupon code and you want to use it on our site, here is how to proceed

  1. Login to our site with your online account
  2. Add items to your cart
  3. Go to your shopping cart
  4. In the "Cart Details" section on the top right, click on "+ Enter Promo Code"
  5. Enter your promo code and click on the "Submit" button
A promo code may no longer work for various reasons:

  • The validity date of the promo code has passed
  • The promo code does not exist. In this case, check if the code you have entered corresponds to the one you entered.
  • The promo code has already been used. In this case, you can't use it again.
Yes, it is possible to place an order on the site and pay it after receiving the invoice. However, this possibility does not apply to new customers who have never ordered from Etilux or to customers who have exceeded their credit limits.
We offer 4 payment methods on our e-commerce site and these are divided into 2 categories

Online payment methods, which are available to all customers and allow you to pay for your order before you receive it.

  • Payment by Visa
  • Payment by Mastercard
  • Payment by Bancontact / Mistercash
 
The "on account" payment method allows you to benefit from the payment conditions you have negotiated with Etilux.

For example: a customer with a payment term of "30 days end of month after receipt of invoice" places an order on the site. If the customer chooses the "on account" payment method, he will not be asked to enter his credit card / bank card information. The amount of the order will be deducted from his "credit limit", if he has not exceeded it, and his order will be sent to him. He will be asked to pay his order only when he receives his invoice.

Notes: If you exceed your credit limit, because Etilux is still waiting for payments for your old orders, you will not be able to pay with the "on account" payment method. However, you will always have the possibility to pay your order on our site with the online payment methods.
Yes, all online payments on our site are secured by Ingenico.
A problem with your online payment?  Contact our customer service by phone at +32 (0) 4 224 99 99 or via our contact form
If you wish to obtain a credit line from Etilux, please contact our financial department by e-mail, giving them your details and those of the company (including the VAT number).
 
Please note that it is not possible to obtain a credit line for a first order: it must always be done with a credit/debit card.
If your products are in stock:
For Belgium, Luxembourg, France, Germany or the Netherlands, the average delivery time is 72 hours
If the destination country is in another country than those mentioned above the minimum delivery time is 72 hours.
 
If your products are not in stock:
For Belgium, Luxembourg, France, Germany or the Netherlands, the average delivery time is 2 weeks.
If the destination country is in another country than those mentioned above, no minimum delivery time can be estimated.
Shipping costs may vary depending on the country to which you wish to have your products delivered.  


For any other destination, please contact our customer service by phone at +32 (0) 4 224 99 99 or via our contact form
If you receive an item and wish to return it, proceed as follows:
  1. Log in to our site with your online account
  2. Go to the back office of your account  
  3. Go to your invoices by clicking on the "My Invoices" link in the menu on the left
  4. Choose the invoice for which you want to create a return and click on "Details"
  5. Click on the "Make a return" button
  6. Choose the products, quantities and reason for your return
  7. Click on the "Complete Return" button to finish creating your return
 
Notes: For each return request on our website, our teams must analyze your request in order to validate or refuse the return of your product. The minimum conditions to accept a return are :

  1. The receipt of the order must be less than 10 days old
  2. The product must be in its original condition and not have been unpacked.
  3. Not to be a product made to measure or personalized
  4. Not to have been the subject of a special order

Attention, for a professional customer, administrative expenses could be claimed to accept a return. Etilux reserves the right to refuse a return if it does not correspond to the conditions of the general returns of sale or to the legal deadlines of retractation.

For more information concerning the procedures of returns, you can consult our page: "Deliveries and returns".
Vous pourrez retrouver nos conditions de retours sur la page : « Livraisons et retours »  
By subscribing to our newsletters, you will be able to receive all the following communications:

  • Our promotional offers;
  • News on our e-commerce site and at Etilux;
  • Our latest blog articles;
  • Our presentation videos ;
  • ...
You can subscribe to our newsletters by going to the "newsletter" section at the bottom of all our pages.
You can unsubscribe from our newsletters in 3 ways

1. Unsubscribe from the site: you can unsubscribe yourself from our newsletters from the site, if you have subscribed to the newsletter from the site.
a) Log in to our website with your online account.
c) Go to the bottom of the page in the "manage my account" section and click on the "unsubscribe" link  

2. Unsubscribe from the newsletter: in each newsletter we send you, there is a link at the bottom of the newsletter that allows you to unsubscribe.
Click on the link "Unsubscribe from the list" to unsubscribe from our newsletter

3. Unsubscribe by request from the site: if the 2 methods above do not work, you can contact us via our contact form to request the removal of your email address from our mailing list. When making your request, please provide us with the email address on which you receive our newsletters so that we can unsubscribe you.
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