Frequently Asked Questions - F.A.Q.
You wonder how we proceed at Religieux Saint Christophe to prepare and ship your items? You want to follow a shipment? Find all your answers in our Frequently Asked Questions!
I would like to pay by bank transfer. How to proceed ?
When you choose the option "bank transfer" during the validation of the order, an email is automatically sent to you. It contains all the information to encode to make the transfer. Be careful that this email can end up in spam or junk mail. When making the transfer, please indicate the eight letters of your order reference; this allows us to process your request more quickly. Once the payment is received, your order will be processed. Please note that this method of payment takes longer than the others and can take from a few days to a week depending on the business day.
If you choose to pay by bank transfer, your order will remain on hold for the next 3 working days in Belgium, 4 working days outside Belgium. After this period, if we do not receive the payment, the order will be automatically cancelled.
How does the preparation of the orders proceed?
Once the order is validated and paid, it passes in preparation. Our warehousemen pack your purchases carefully so that they reach you in the best conditions. However, we do not work at night to prepare orders. If you place your order after 2pm, your purchase will be prepared the next day.
How can I find out the delivery costs?
You will be informed of the cost of delivery when you place your order. You will be given an initial estimate, but this will not be the final price. Once you have completed your order and validated your delivery address, you will be taken to a screen showing the various carriers. They will offer you their prices and an estimated delivery time. Shipping costs will vary according to weight, country and speed of transport. Although the process requires you to validate your basket, there's no obligation to buy.
When are the deliveries made?
Deliveries are made from Monday to Friday on working days for DHL Express. They do not deliver on Saturdays, Sundays or public holidays. For PostNL, deliveries are made from Monday to Saturday inclusive in Belgium. For the other countries, the delivery will be done according to the dispatching of the carrier which is in charge of your parcel (example for France: Colis Privé, Chronopost, DPD...).
What are your pick-up times?
PostNL: Monday, Tuesday, Thursday
Bpost and Mondial Relay: Monday, Wednesday, Thursday
DHL express: every day according to orders
DPD: Monday, Tuesday, Thursday
How does the preparation of novena candles work?
We understand your hurry and we are glad you are looking forward to your items! However, you should know that with our wide range of products, images and texts in different languages, we prepare your purchases to order. This means that all novena candles are neutral and in stock but depending on the design and language you choose, we print and glue according to your order. Personalization is a tedious job, as you can certainly understand! We do our best to serve you as soon as possible. Thank you for your time.
How can I track my package?
As soon as the order is ready for shipment, the carriers send us a tracking number. This number is automatically sent to you by email and by SMS. We advise you to check your Spam in case the email got lost. If you can't find it at all, you can also check your customer account.
How can I track my PostNL package?
To find out the status of your package if you have chosen PostNL as your sender, go to the PostNL website. Enter the tracking number you received by email from us (check in spam or junk mail if necessary), select the country of destination of the package and the destination postal code. It is possible that your parcel will go from one country to another, do not hesitate to click on "Track abroad" to have the complete history and tracking of your order.
How can I track my Mondial Relay package?
La Maison Halleux (customer hereafter) will provide you with the tracking number of the package. The package can be tracked with its number by clicking here. To facilitate the processing of claims regarding the delivery of the package, a contact form is available to the Customer from the package tracking page. The Customer is advised to contact MONDIAL RELAY within 15 calendar days of the package being picked up. The delivery incidents are treated by the services of MONDIAL RELAY within a maximum of 15 calendar days upon receipt of the complaint. In addition, in case of lost package, Mondial Relay may ask the customer to specify the contents of his package to facilitate research, the customer may refuse to respond if he wishes.
I have taken Mondial Relay as my delivery company. When will my package arrive ?
In BELGIUM :
MONDIAL RELAY will do its best to deliver the parcels within an average of 3 to 4 working days from the time they are picked up for delivery in a Point Relais® in Belgium.
In FRANCE or outside Belgium:
In the same way, for international deliveries in Point Relais® or at home (1st presentation of the package), MONDIAL RELAY will do its utmost to route the packages within an average of 5 to 10 working days depending on the destination.
My package arrived damaged! What should I do?
If you are in the presence of the delivery man, take a picture of the box. Please note that you can refuse a package if it arrives damaged.
If you could not refuse it in the presence of the deliveryman, take a photo of the closed and not unpacked box and a photo of the opened box with the articles inside without touching it. Once the photos are taken, remove the items from the box. If there were damaged items, take a clear picture of the items next to the open box. Then send them to us with your name and order number (series of 8 letters) within 5 business days to the email address email@example.com.
Have you already opened your package? Check if your items are in good condition. If you have any doubts, if an item seems to be missing, check your customer account. It is possible that you have received a refund. If not, take a good look at the picture of the ordered item on our website. Then send us an email with your order number, your name and pictures of the damaged items. Our customer service will take care of you and will make the link with the carriers to settle it. You have 5 working days to send us the pictures because we have exactly 7 days to make the claim to the carrier. The carrier is responsible for your merchandise while the package is being shipped.
Please note that if you accept the order, it is your responsibility to make the claim within this 5 day period.
How can I return a package?
To get started, contact our customer service to let us know and discuss what went wrong with receiving your order. You can contact us by email at the email address firstname.lastname@example.org or by telephone at +32(0)4/360.85.36 on line 3.
If the original packaging is usable, put the item(s) back in. Choose a carrier of your choice, indicate the address of our office (Maison Halleux SRL, 45 rue de l'esplanade, 4141 Louveigné, Belgium). Return costs are your responsibility.
How to create a customer account?
To access the account creation area, you have several choices. Click either on the grey banner at the top of our website on My Account, or at the bottom of the website on any link in the My Account column (My Orders, My Credits, My Addresses, My Personal Information, My Coupons...). You will arrive on a page with the possibility to create an account or to connect if you have one. Enter your email address in the box under Create an account. Then click on the Create an account button, this will bring you to a new form. Fill in the form, at least in the fields where an asterisk is present as this information is mandatory and necessary for the smooth running of your future orders. Once finished, click on Register. And that's it! You arrive directly on your customer area! You will automatically receive an email with the confirmation of your account creation. Check your spam or junk mail, it may be lost there.
How do I connect to my customer account?
To access the connection or account creation area, you have several choices. Click either on the grey banner at the top of our website on My Account, or at the bottom of the website on any link in the My Account column (My Orders, My Credits, My Addresses, My Personal Information, My Coupons...). You will arrive on a page with the possibility to create an account or to connect if you have one. In the inserts under Already registered ?, enter your email address and your password defined when you registered on the site. Then click on Connection. You will arrive directly on your customer area with the history of your orders, your credits, your personal information, etc.
If I get a refund, where can I see it?
Your customer account is there for that! Log in and click on my credits. You will get a list of refunded items.
I want to access my account, but I can't remember my password. What should I do?
When you arrive on the login page, click on "Forgot your password? You will arrive on a new window that will ask you to retype the email address you used to create your customer account. Then click on recover password. An email will be automatically sent to the email address you provided. It may take a while for the email to arrive in your inbox or it may be classified as spam. Check your spam. Once you open the email, use the new password to log in to your customer account.