Policy

Shipping & returns policy

Shipping & Returns

At T'Hooft Buitengewoon, we don't sell products that all fit in the same box.

From a small accessory to a ceramic table, a heavy parasol base or an entire outdoor project: every product deserves the right method of transport.

That's why we always opt for the safest, most economical, and most ecological delivery possible, tailored to your order.

Do you have questions about transport, accessibility, assembly or return options before placing your order? Please feel free to contact us at info@thooft.com. If in doubt, we prefer to help you make the right choice beforehand.

Where do we deliver?

Our webshop is primarily set up for deliveries within:

  • Belgium

  • Netherlands

  • Luxembourg

For larger projects, we also deliver and install outside the Benelux.

For example, the complete furnishing of an outdoor residence, holiday home or second home abroad.

Such deliveries are discussed individually after contacting our team or an intake via T'Hooft Studio. Transport, placement, assembly, and any external services are then tailored to the project.

Shipping costs within the Benelux

For orders up to €400, we charge a standard €70 transport fee.

From €400, we generally provide free standard delivery within the Benelux.

Exceptionally heavy, large or fragile products

Not every outdoor product is designed for classic e-commerce shipping.

Therefore, an additional transport contribution may apply for exceptionally heavy, voluminous, difficult-to-package or particularly fragile items.

This may occur, for example, with:

  • heavy parasol bases

  • particularly large pieces of furniture

  • exceptional volumes

  • art and bronzes

  • very fragile items

  • products requiring specialized handling or packaging

If an additional transport solution is required, T'Hooft will contact you as soon as possible.

An additional transport cost will not be charged without consultation. We will work together to find the most reasonable solution and will only carry out a deviating delivery after an agreement has been reached.

For certain difficult-to-transport items, free collection in Drongen may be the most economical and ecological solution.

How will my order be delivered?

Depending on the product, size, weight, destination, and desired service, we choose the most suitable delivery method.

We work with professional transport partners such as bpost and Mainfreight, direct deliveries by our suppliers, and our own T'Hooft delivery service.

1. Parcel delivery

Smaller items are shipped as parcels via a professional parcel service where possible.

If the carrier supports it, you will receive tracking information.

Depending on the type of shipment, the parcel can be:

  • offered at the door

  • delivered to a suitable parcel mailbox

  • delivered to an agreed location according to the carrier's capabilities

  • offered against confirmation of receipt

If the recipient's permission is required for leaving a parcel, the agreements made with the carrier apply.

2. Pallet and furniture transport

Large furniture and other bulky goods are usually delivered with specialized transport.

For insurance and safety reasons, external carriers are often only allowed to deliver goods to the first accessible threshold or unloading point.

Standard furniture transport therefore does not automatically include:

  • bringing inside the house

  • unpacking

  • assembly

  • placement in the garden

  • removal of packaging material

For full service, where available, you can choose our T'Hooft Full Service / White Glove Delivery.

For furniture transport, both T'Hooft and our transport partner try to inform you as well as possible in advance about the planned delivery.

Where technically available, we provide tracking.

3. T'Hooft Full Service / White Glove Delivery

Do you want to be completely unburdened?

For selected regions and orders, we offer our own T'Hooft Full Service / White Glove Delivery.

Your order will then be delivered by our own dedicated delivery and assembly team.

Depending on what has been agreed, this service may include:

  • professional delivery

  • bringing inside or to the designated outdoor area

  • unpacking

  • assembly

  • placement at the desired location

  • inspection of the delivered goods

  • brief explanation where relevant

  • removal of cardboard and packaging waste

The price is determined by, among other things, postcode, order size, and required assembly.

In our showroom, Full Service can be part of the commercial agreement for certain larger purchases. For online orders, the available service and price are determined according to the offered delivery options or separate agreement.

Additional aids such as a furniture lift

Some locations require special aids, such as a furniture lift.

When this is necessary and agreed with the customer, T'Hooft can take over the complete organization of this.

The cost of the external service provider will be fully passed on to the customer at the rate applicable to T'Hooft.

T'Hooft does not charge an additional commercial margin for this, unless explicitly agreed otherwise in advance.

Do I need to be home for delivery?

For larger deliveries, we prefer someone to be present to receive the goods.

If this is not possible, please let us know in advance.

In certain situations, after consultation, delivery can be made, for example:

  • behind an accessible gate

  • under a carport

  • in a safe, pre-arranged location

This must be agreed upon in advance.

Leaving goods unattended is not possible for every shipment and may depend on the product, the carrier, and the insurance conditions.

For Full Service and assembly deliveries, the presence of the customer or a representative is usually advisable.

Accessibility of the delivery location

For large furniture, we ask you to check before delivery whether the delivery location is adequately accessible.

Consider:

  • width of doors and passages

  • stairs

  • elevators

  • garden gates

  • narrow access roads

  • parking prohibitions

  • differences in height

  • accessibility for truck or van

  • other special circumstances

Are you in doubt?

Contact us before delivery. Photos or dimensions can often be sufficient to avoid problems.

If a delivery cannot be carried out due to incomplete or incorrect information from the customer, T'Hooft may charge the actual cost of a second delivery attempt or request that the order be collected in Drongen.

Tracking & communication

Where our transport partner supports this, you will receive tracking information.

For specialized furniture transport or deliveries by T'Hooft itself, communication will take place via T'Hooft or the involved transport partner, depending on the delivery method.

We try to proactively monitor deliveries and inform you in advance.

Because routes, traffic situations, previous deliveries and assembly work can run over schedule, we do not always provide a guaranteed arrival time for specialized deliveries.

Delivery times

The delivery time stated with a product on our webshop is an indicative expected delivery time.

After ordering, you will receive a confirmation, where possible, with the most current expected delivery time at that moment.

Many of our furniture items are ordered directly from or produced by specialized European manufacturers. As a result, circumstances at the manufacturer or during international transport can exceptionally lead to changes.

If we become aware of a significant delay, we will try to inform you as soon as possible.

As soon as delayed goods become available to us, we will do our utmost to organize further delivery as quickly and efficiently as possible.

In exceptional situations, T'Hooft may, at its own commercial discretion, decide to provide a gift or other gesture. This is always a voluntary gesture and not an automatic right in case of delay.

More detailed agreements regarding delivery times can be found in our General Terms and Conditions.

Do we deliver an order in multiple parts?

As a standard, we try to deliver one order as completely as possible.

This is more efficient for transport and, for larger projects, ensures that the outdoor space can be placed as a whole.

Especially for Studio projects, we prefer to realize the complete picture together whenever possible.

Sometimes, one small missing item would unnecessarily delay the entire delivery.

In that case, we will look for a reasonable solution together. T'Hooft may propose, for example:

  • to deliver the available goods already

  • to deliver a missing item later

  • to have the remaining item picked up later

If the customer requests additional separate deliveries themselves, additional transport costs may apply. This will be discussed in advance.

Direct delivery by manufacturer

Some products can be shipped directly from the manufacturer or supplier to the customer.

In that case, tracking and communication may take place directly via the involved logistics partner.

T'Hooft remains your point of contact for your order.

Free collection in Drongen

Collection is always free.

Your order can be collected at:

T'Hooft Buitengewoon
Moortelputstraat 1
9031 Drongen
Belgium

Please only visit after you have received confirmation from us that your order is ready for collection.

Collection is possible during our opening hours and preferably by appointment, so that we can prepare your order in advance.

And indeed: sometimes you'll also get an outdoor magazine, catalog, or small surprise. 🌿

How long do we keep a collection order?

We offer sufficient time to collect your order.

An order can be kept with us for up to 90 days after our first collection notification.

If an order remains for a longer period, we may send you a reminder in the interim.

After 90 days, T'Hooft may communicate a final collection deadline.

If there is no response to that either, T'Hooft reserves the right, for standard stock products, to further process the agreement and re-stock the goods, within the limits of applicable legislation.

For custom-made, personalized goods, and products specifically ordered for the customer, non-collection does not automatically mean that the order is cancelled.

Returns

We carefully select our collection and often sell large, valuable, or specifically configured products.

Therefore, we encourage you to carefully consider the following before ordering:

  • dimensions

  • material

  • color

  • comfort

  • configuration

  • place of use

  • maintenance

  • accessibility

Are you unsure about your choice?

Then feel free to visit our showroom or contact us in advance.

We prefer to help you make the right choice before the order, rather than unnecessarily transporting a table, lounge, or parasol across Europe again afterwards.

That's better for you, for us, and for the environment.

Returning an online purchase

Consumers have the statutory right of withdrawal for eligible online purchases.

You can inform us within 14 calendar days of receipt that you wish to withdraw from your purchase.

Please send an email to:

info@thooft.com

Preferably include:

  • your name

  • your order number

  • the item or items you wish to return

You do not need to provide a reason for exercising the statutory right of withdrawal.

After your withdrawal notification, the product must be returned within the legal period.

Return costs

In the case of a regular return or withdrawal, the direct return costs are fully borne by the customer.

This applies to both parcel returns and bulky goods.

T'Hooft does not offer a standard free return service.

If a product was delivered incorrectly, damaged or non-conforming and T'Hooft is legally responsible for the problem, these ordinary return costs naturally do not apply.

In that case, please contact us first so that we can organize the appropriate solution.

Returning a parcel

The customer organizes and pays for a regular parcel return themselves.

Return the parcel to:

T'Hooft BV
Moortelputstraat 1
9031 Drongen
Belgium

Please contact us first via info@thooft.com before shipping.

We recommend using a traceable and sufficiently insured shipping method.

Pallet and furniture return

Large furniture cannot be returned as a regular parcel.

Therefore, always contact us first.

For certain pallet returns, T'Hooft can help organize the return transport upon request.

A standard pallet return organized by T'Hooft within the Benelux starts indicatively from €70.

The actual return cost depends on, among other things:

  • dimensions

  • weight

  • number of packages

  • destination

  • method of packaging

  • required transport service

For specialized furniture returns, the cost is determined separately.

The return cost will be discussed with the customer before pickup.

For certain large or exceptional products, a more specific indicative return cost may be mentioned on the product page.

Condition of a return

Returning does not mean that a used product can be returned indefinitely.

During the withdrawal period, a consumer may only handle a product to the extent reasonably necessary to assess its nature, characteristics, and functioning.

Therefore, we expect a return to be:

  • complete

  • clean

  • show no unnecessary signs of use

  • contain all original parts

  • contain all accessories and documentation

  • carefully and safely packed for transport

  • returned in its original packaging where possible

The original packaging is particularly important for large and fragile outdoor products because it is often specifically designed for safe transport.

If a product is damaged due to insufficient return packaging or has depreciated in value more than necessary to assess it, this may affect the refund amount within legal limits.

Assembled Furniture

Assembling a product does not automatically exclude the legal right of withdrawal when that right legally exists.

However, assembly, use, exposure to weather, or other treatment that goes beyond what is reasonably necessary to assess a product can lead to depreciation in value.

Are you in doubt before assembly?

Please contact us first.

For large outdoor products, one assembled table can present a completely different return issue than one unopened box.

Custom-made and personalized products

For products manufactured according to your specifications or clearly personalized, the legal right of withdrawal may be excluded.

This can occur, among other things, with specific choices regarding:

  • dimensions

  • color

  • fabric

  • material

  • finish

  • configuration

Not every product that needs to be ordered is automatically custom-made.

Where a product legally qualifies as custom-made or clearly personalized, we try to indicate this as clearly as possible before ordering.

Showroom Models

A showroom model purchased physically in our showroom cannot be returned simply because the customer changes their mind later.

With such purchases, the customer is given the opportunity to view the specific product in advance and assess its known condition.

Any existing signs of use or characteristics are shown in advance where possible and form part of the sale.

When a showroom model is sold via our webshop as a distance contract, the applicable legal consumer rights remain in effect unless a legal exception applies.

Outdoor Rewards with a return

Outdoor Rewards are linked to the purchase value you ultimately retain.

If you return a portion of your order and thereby fall below the original Reward tier, the right to the received Reward expires.

The Reward must also be returned in that case.

In the event of an ordinary withdrawal, the direct costs for returning the Reward are also borne by the customer.

No new Reward after partial return

A return does not reopen the Reward choice.

Example:

You buy for €5,200 and receive a Reward from the tier starting at €5,000.

After a partial return, you still retain €3,200 worth of qualifying products.

Your original €5,000 Reward must then be returned.

Although your remaining purchase value is above €2,500, no new Reward from the €2,500 tier will be sent out.

An Outdoor Reward is linked to the original purchase and choice. The Rewards program is not intended to be re-run after returns.

If your purchase remains within the same original Reward tier after a partial return, you may keep the Reward.

The full regulations can be found in our General Terms and Conditions.

Exchange

We do not operate an automatic exchange procedure.

If you prefer a different product, size, or version, please contact us.

When an item can be legally returned, the return is processed separately. A replacement item is generally treated as a new order.

In individual situations, we are of course happy to help find a practical solution.

Refund

In the event of a valid withdrawal, we will issue the legally owed refund using the same payment method with which the original payment was made, unless expressly agreed otherwise.

T'Hooft may, within the applicable legal limits, wait with repayment until we have received the goods back or until you have provided proof that the goods have been returned.

In the event of a full withdrawal, the legally owed costs of our cheapest offered standard delivery will be refunded.

Any additional cost for a more expensive delivery method, such as Full Service or White Glove Delivery, will not necessarily be fully refunded if the customer themselves chose this more expensive delivery method.

Damage upon delivery

Check your order upon receipt where reasonably possible.

Is there clearly visible transport damage?

Report this immediately to the driver and, if possible, have it noted on the transport document.

In case of serious visible transport damage, we recommend refusing the delivery.

Then contact us as soon as possible via:

info@thooft.com

Preferably include:

  • your order number

  • a clear description of the damage

  • photos of the product

  • photos of the packaging

Keep the packaging until we indicate that it is no longer needed.

Prompt notification significantly helps us in handling the case with our transport partner and does not prejudice your legal rights.

Received wrong product?

Do not return the product on your own initiative.

Email us at info@thooft.com with your order number and, if possible, a photo.

If T'Hooft has delivered a wrong product, we will organize the appropriate solution without passing on the regular return cost to you.

Professional customers

The legal consumer right of withdrawal does not apply to professional purchases.

Return of B2B orders is therefore only possible after prior written agreement from T'Hooft and under the conditions agreed upon.

Doubting before your purchase?

Contact us.

We have more than 150 years of experience with outdoor products and sell items that often become a part of your home, terrace, or garden for years.

For large purchases, we therefore consciously recommend:

Come and see, sit, feel the materials, and let us advise you.

Our showroom and T'Hooft Studio exist precisely to help you avoid having to guess online which table, lounge, parasol, or material choice suits your outdoor space.

T'Hooft Buitengewoon
Moortelputstraat 1
9031 Drongen
Belgium

info@thooft.com
+32 9 282 31 22

Outdoor since 1870.