1.1 My customer details
1.2 My order
1.3 Other stuff
The rules / terms and conditions of sale. Please read them carefully.
You can contact us with questions or comments.
If something went wrong:
We are truly sorry that we were unable to dispatch your parcel smoothly. We will attempt to set things straight with all means available.
You will undoubtedly find an adequate answer for most of your questions in our FAQ.
Below, we also include a short summary of everything that can go wrong.
For ANY problem with an order, please mention the order number and your COMPLETE name when contacting us. This enables us to locate your order and help you quickly.
1.1 My customer details
1.1.1 Why register?
In order to place an order, you have the option to register as a customer.
When registering we save all your essential data on our secured server.
This makes future orders easier; you only have to login, you don’t have to provide further details.
Your order is delivered based on your address details. Furthermore, your payment details are checked to combat misuse. Offcourse you can order without complying with this request and order as a one time customer.
1.1.2 I have forgotten my password or cannot log in anymore.
You can obtain a new password.
It is possible that the site is not accessible for a short period of time due to maintenance.
We do not provide login names for privacy reasons. If you have lost your login name, you can choose a new name and password. We advise you to keep your login details in a safe place.
1.1.3 Can I change my password so that I don’t forget it?
Log in
You must log in first.
Select the My Account information tab.
This will open a page that shows a summary of all current orders. In the section My account you can change your personal details, your address, or your login password.
Select Change my account password.
On the My password page you enter your current password in the first field and your new password in the middle field. For security reasons you must enter your new password a second time in the Password confirmation field.
You apply the changes by clicking on Continue.
If a red bar appears with the statement Your password has been successfully changed then the procedure was completed successfully.
1.1.4 How do I change my e-mail address that is used for order confirmation?
Log in
You must log in first.
Select the My Account information tab
This will open a page that shows a summary of all current orders. In the section My account you can change your sex, first name, surname, date of birth, e-mail address, telephone and fax numbers by clicking on View or change my account information.
Click on View or change my account information.
Change your details in the corresponding fields.
You apply the changes by clicking on Continue.
1.1.5. How do I change my address details or add more addresses?
Log in
You must log in first.
Select the My Account tab.
This will open a page that shows a summary of all current orders. In the section My account you can change your current address or add a maximum of four additional addresses by clicking on View or change my address book.
Click on View or change my account information.
On the My account information page you can change your address details. Don't forget to click on Continue to confirm the changes.
You can add a second address (second residence or a friend’s address) by clicking on the Add address button.
Don't forget to click on Update to confirm the changes.
1.1.6. I don’t want to receive e-mails or newsletters anymore
If you don’t want to receive e-mails or newsletters from our company in the future or disable this feature in your newsletter subscriptions screen.
or e-mail us and place the word Unsubscribe in the subject line.
1.2 My order
1.2.1 I want to change my order after having confirmed it.
Send an e-mail as quickly as possible.
Be sure to mention you full name, your order number and what it is that you want to change. We will do everything we can to adjust your order. You will receive confirmation of the changes so that you know that things were changed on time.
1.2.2 I only received part of my order
Certain items are probably not in stock. This can occur in busy periods. If this is the case, we send out the available items immediately. We will complete the rest of your order as soon as the other items are available or as soon as you have chosen an alternative item. We do not charge any additional shipping costs. We do our best to complete your order as quickly as possible.
1.2.3 I have not received my order, not even within a month after placing the order!
There can be several reasons for this:
- You did not receive an order number. That means your order was not recorded. You must place your order again. This can be due to closing your order too quickly. You must click on the confirmation button to send your order.
If you place your order via the website and you have entered a valid e-mail address then you will immediately receive a confirmation e-mail stating that your order was received. When placing an order with us for the first time, the transaction can take a bit longer. If we have any questions about your order we will contact you within a week. We may contact you regarding a delivery appointment.
- You paid by credit card and still have not received payment confirmation. That means your payment has not been confirmed by our payment provider or you chose to pay via bank transfer.
You order will only be sent when the payment provider confirms payment. Payment confirmations are processed once a day in the evening.
- If you chose a bank transfer: you transferred the amount due but forgot to mention the order number in the reference. Inform us by e-mail of the payment date, your order number and your full name. We were probably not able to link your payment to your order. Without this information your order is needlessly delayed.
European payments via IBAN take 5 to 10 workdays.
Belgian domestic payments usually take 2 workdays.
- You still have not made a payment and want to rectify this by paying with a credit card and mention your order number. A security code is used to avoid that your details can be given to third parties.
Check your delivery address:
It’s a good idea to confirm your delivery address once again because it could be incorrect. Perhaps we noted down your house number incorrectly or the address layout wasn’t suitable for your country. If that is the case, mail us the correct layout with all entries. Please note: we cannot deliver to PO boxes.
If the ordered items are not delivered within 30 days then the agreement can be considered annulled. In that case, we will refund payment within 30 days.
1.2.4 When will I receive my package? Can I track my package?
We will send your package as soon as we receive payment.
This is usually the same day if you pay by credit card.
If you chose to pay via bank transfer, we will send your order once payment is received.
Some shipments are not sent with a tracking system.
Packages sent by registered mail outside Belgium cannot be followed by the different companies and software modules.
Belgian shipments can be tracked.
If a Belgian order cannot be delivered, you can request a second delivery attempt on 02 201 2345.
Belgian shipments usually take 2 - 4 workdays via Taxipost or De Post.
If you place your order on Tuesday you’ll receive everything in Belgium before the weekend.
Large shipments or important European shipments are sent via courier service GLS with tracking. These shipments can be tracked via
International shipments take 5 - 10 workdays.
You can check the status of your order via your account.
Please send us a short e-mail confirming the good receipt of your package. This enables us to check our service and shipping procedures with a view to improving them.
See also III.4 How are items shipped?
1.2.5 I received my order, but am not completely satisfied with the quality of the shipment / the shipment was partially damaged / the wrong product was delivered.
We do our best to pack our products properly, but they often have to travel long distances. Now and then an item is damaged during shipping.
We replace unopened and improperly delivered products free of charge after you return them to the following address:
Latroya Ltd
95 Wilton Road Suite 3
SW1V 1BZ London
United Kingdom
Return shipping expenses are always the customer’s responsibility.
If we made a mistake, we will refund/replace the incorrect item as quickly as possible or we’ll offer you an electronic voucher worth the same amount as your purchase.
All complaints must be lodged by registered letter within 8 days of the delivery date.
1.2.6 How to place an order?
The buyer browses the web shop and chooses products.
The buyer selects one or more items that he wants to purchase using the Order now button. After selecting the desired products, the buyer clicks on the Checkout button, then we propose a delivery method.
A: order details (trolley contents screen)
To confirm the order, the buyer is shown a page listing all the items that were placed in the trolley and the order details (order summary).
The order details include:
- the quantity and the name of the ordered products,
- the unit price of each product, the total price of the order including VAT and any processing costs
- the method of delivery.
If the buyer wants to change or correct the order, he simply clicks on the Remove tick box or he enters the exact quantity in the Quantity field and then clicks on Update cart.
To complete the order the buyer clicks on the Checkout button.
B: Shipping information: where should we deliver your order?
The buyer can enter a different delivery address by clicking on the Change address button.
If the buyer requires the items for professional use, this can be indicated by mentioning his VAT number in the Add comments about your order field.
To complete the order the buyer clicks on Continue.
C: Payment information or choosing the payment method
Select the payment method on the right side:
- via credit card
Then enter the card number and expiration date on the left
- via bank transfer
- via PayPal
Once the payment method has been chosen, the buyer clicks on Continue.
D: I am ready to buy / summary of your order.
In the fourth step the customer sees a summary of the information that was entered, a description of the ordered items, the total price per item, and the total price of the order (including VAT) on one screen.
If the customer agrees with the summary he clicks on “Confirm order".
Once the buyer confirms his payment, he enters into a contractual obligation.
E: E-mail confirmation and processing of the order
If the order was completed successfully, the buyer will see a screen that says: Thanks for shopping with us online!
The buyer will also receive order confirmation by e-mail.
This confirmation includes:
- the order number or internal order number
- the date the order was placed on
- the delivery address
- the order details as summarised above (including the total price of the order)
- our details
- the stipulations for exercising the buyer’s renunciation rights
We reserve the right to postpone or refuse to confirm the order if one or more of the following things occur:
- an incomplete or incorrect order
- incorrect details are provided
- previous deliveries remain unpaid or the buyer’s financial institution refuses to approve payment
- non-confirmation of payment by the institution that provides technical
- implementation of this payment (Similar dreams, Ogone,Bardo or PayPal)
1.3 Other stuff
1.3.1Who should I contact with further questions or problems?
You didn’t find the right answer to your question in this list?
For questions that are not included in our FAQ we will try to help you within 3 workdays. On weekends or holidays this can take longer. Please only send your question or problem via e-mail so that we can examine the situation and formulate the correct answer to your question or problem.
1.3.2 Which languages can you help me in?
Our employees speak fluent Dutch, French, German and English. Whenever possible we provide standard answers in other languages, including Spanish and Polish. Nonetheless, we don’t have the necessary manpower to fluently help you in these languages.
Therefore, we ask that you correspond with us in one of these four languages: Dutch, French, German or English.
1.3.3 Do you have a shop where I can test and/or collect the products?
We are able to keep our prices so low thanks to our electronic shop. We do not have a bricks and mortar shop. Wholesalers (as of 144 items) can collect their goods directly from our warehouse.
