Customer service

Frequently Asked Questions

View the frequently asked questions here.

Secure payment

Are all my data secure in this webshop?

The platform this site is built on (Drupal) already has a very high level of protection as standard. For example, Drupal is protected against the OWASP Top 10: the ten most dangerous threats to websites and e-commerce sites.

You can find more information on this subject from page 6 in the following white paper:
http://drupalsecurityreport.org/sites/g/files/g598426/f/201403/drupal-security-whitepaper-1-3.pdf

Furthermore, Drupal is open-source technology. This means that all web developers who use Drupal help each other to give their websites the best possible protection. If a leak is detected in one of the websites, it is quickly localised and solved by the community. It goes without saying that Drupal itself checks all changes thoroughly first.

Conducting regular security updates is important for this. This explains why on rare occasions our webshop is temporarily off-line (max. 30 minutes).

The Swimming Pools webshop also uses HTTPS. In short, this means that the connection is encrypted. If somebody was nevertheless able to penetrate the system, they would still not be able to understand anything of what they read. The hacked information would therefore be worthless.

Can I request my invoice?

The invoice is always enclosed with your package. This way, you, the customer, receive both your invoice (which you have already paid) and your products at the same time. This system works best in our view.

In the event that you misplace your invoice and require a new one, you can send an email to support@swimmingpools.be. We will then send you a digital copy of the invoice as soon as possible.

How is the payment procedure secured?

In order to secure all methods of payment, we have obtained the SSL certificate. The webshop therefore complies with all national and international legislative requirements. This means you can be sure that your information is completely secure and that it cannot be misused for any form of bank fraud.

Is there also a mobile payment option?

Yes, of course there is! KBC and Bancontact have both developed an app to enable very easy mobile payment. You can read more about this on the following pages:

KBC : https://www.kbc.be/retail/en/products/payments/self-banking/on-your-smartphone/mobile/payments-and-transfers.html?zone=topnav#webshop
Bancontact : https://www.bancontact.com/en/bancontact-app/pay-online

You can also complete mobile payment via iDeal.

What if I cannot complete the payment?

If you cannot manage to pay online, please feel free to contact us. We will look together how we can resolve this as quickly as possible.

What payment method can I use?

The following payment options are available: Visa, MasterCard, Bancontact, iDeal, Belfius and KBC.

Pick up from the shop

Are there any costs associated with picking up my order from the shop?

Collection from one of our shops is always free of charge.

Can I pick up my order in the shop the same day?

If all the products are in stock at the chosen location, you will be able to go and get your order the same day. As soon as everything is ready, we will send you a pick-up request. As soon as you have received this, you will know that your order is ready for collection.

How do I opt to pick up from the shop?

You can choose this when paying for your order. The option appears in the delivery methods.

Pick-up from the shop is not possible for certain deliveries. This is because one of the products in your order is dispatched directly by the producer. This specifically concerns the following products:

  • Outdoor showers
  • Floats from Sit On It
  • Pool ladders
  • Heat pumps
  • Swimming pool filters
  • Summer pool covers
How long will my order stay there?

We keep your order ready for collection for 30 days. If your order has still not been collected after 30 days, we will contact you.

What should I take with me when I go to pick up the order?

If you are coming to pick up a product, be sure to bring the order confirmation with you. You will receive this by email after completing your order.

When can I come and collect?

You can do this during our shop’s business hours. On weekdays, you are welcome in the morning between 10 a.m. and noon. In the afternoon, the shop is open from 2 p.m. to 6 p.m.

On entering the shop, you will see immediately where you can pick up your order.

When will the order be ready?

The order is processed as swiftly as possible. As soon as it is available at the selected collection point, you will receive an email. In principle, this happens between 2 hours and 30 hours after your order has been placed.

This time depends on the products you have ordered and the pick-up point chosen. If everything is present, the order will always be ready for you shortly after the placing of your order.

Customers who pick up their order and pay online are given priority in the shop.

Fast delivery

Do I have to pay transport costs for the delivery of my order?

If the value of your order is more than €50, we deliver free of charge to your home or a collection point in your neighbourhood. The only exception is the delivery of heavy chemical products. There is a transport charge of €20 for every delivery of Chloorstabil (liquid chlorine) and sulphuric acid. This is because of the exceptional safety regulations.

If the value of your order is less than €50, we deliver to your home for a charge of €4.95.

For collection from one of our shops, you don’t have to pay anything, of course. This is always free of charge.

For delivery on a Saturday, you will have to pay a surcharge of €4.95. To be quite clear: a transport fee of €9.90 will be charged for orders with a value of less than €50.

How soon can I expect my order?

For deliveries in Belgium, The Netherlands and Luxembourg, the delivery time is 2 working days. If you order on a Wednesday, your order will be processed on Thursday and the goods delivered on Friday.

There are a number of products, however, that are shipped directly from the supplier. In this case, the delivery time can take up to 3 working days. This specifically concerns the following items:

  • Heavy chemical products: Chloorstabil and sulphuric acid
  • Outdoor showers
  • Floats from Sit On It
  • Pool ladders
  • Heat pumps
  • Swimming pool filters

Winter covers and summer covers have to be made to measure. The covers therefore first have to be produced. This means that the delivery time can take up to 3 - 6 weeks. We will always keep you updated on the expected delivery date.

For deliveries to France, the delivery time is up to a maximum of 4 working days.

What delivery options can I choose?

You can opt for a number of delivery options:

  1. Delivery to your home or office
  2. Delivery to a Willy Naessens Swimming Pools shop
  3. Delivery on Saturday

The transport charge you pay depends on the type of delivery.

What happens to my order after completion of payment?

Your payment is first checked by the payment provider. We will proceed once they provide us with approval of your payment. This is a matter of just a few minutes.

Your order is processed and made ready for dispatch the day after it is placed. You will receive an email as soon as your package is ready for the transport company.

The carrier comes every day to collect the orders and take them to their distribution centre. Your order is then delivered the next day, roughly 48 hours after your order was placed. If you order on a Monday, your package will be delivered on Wednesday.

What if a part of the consignment is damaged?

Then, first of all, we would like to apologise for this. We do everything we can to package the deliveries as safely as possible. However, the package can suffer damage during transport.

Take photos of the damaged product and send these to support@swimmingpools.betogether with a description of the damage. We will then look at the damage and provide a suitable solution. 

What if a part of the delivery is missing?

Then we would advise you to contact our After Sales Service team. They will look at your order and explain why part of your order has not yet been delivered.

One reason might be that some of the packages are delivered directly by the supplier. Another reason might be that there has been a delay in the dispatch of part of your order. We will check this and ensure that you receive your order as quickly as possible.

Where can I follow the Track & Trace progress of my order?

Your package will be prepared in our warehouse on the first day after the placing of the order. The moment the package is ready, you will receive an email from our transport partner, who will inform you further about delivery. These messages contain the link to the Track & Trace function.

You can also find this in our webshop via your account. You can find the package code with your order.

Why can’t I choose any type of delivery?

Some products are delivered directly by our supplier. These don’t always work with the same transport company and only offer home delivery. It is therefore not possible to collect these products. Nor are Saturday deliveries possible in this case.

What products are concerned?

  • Liquid chlorine and sulphuric acid (no delivery on Saturday)
  • Outdoor showers
  • Floats from Sit On It
  • Pool ladders
  • Heat pumps
  • Swimming pool filters
  • Summer pool covers

Free return

How do I register notification of return?

You can register a return in one of the following ways: via our contact form, via your account in the webshop, via our Facebook page, by telephone or by post. We then process your notification and send you a return label by email.

How does the refund proceed?

As soon as we have received the returned product, we will arrange for the refund. The refund might be delayed during holiday periods only, but we will do all we can to pay everything as quickly as possible. You can count on this!

How should I return the product?

It's very simple. Stick the return label to the package you want to return.
Make sure everything is well packed so that it doesn’t get damaged.

Then take the package to a DHL collection point near you. You can find this return centre here:

Belgium: https://www.dhlparcel.be/nl/particulier/afhaalpunten of https://www.dhlparcel.be/fr/particuliers/points-denlevement

Netherlands: https://www.dhlparcel.nl/nl/particulier/servicepoint

 

What conditions apply for the return of goods?

The product wasn’t what you expected? It doesn’t work? Then of course we will help you.

If you want to return a product, you can do so free of charge.
You have a14-day cooling off period. You can register the product for return within 14 days of its receipt.
Do you want to exchange the product? Then send us back the original product within the 14-day period, and we will send you a new product as soon as we have received the first one.

Is the product broken after more than 14 days? Then you are entitled to a minimum 2-year manufacturer warranty.

Warranty

On which products can I get warranty?

You can rely on a statutory 2-year warranty on product conformity for all our products. There are also certain technical appliances which carry an extended warranty period. This warranty period is always stated with the product itself.

Please note: the warranty does not cover installation of the product. If we do not install the product ourselves, we are unable to provide a warranty on this. The warranty therefore only applies to the operation of the product itself.

Do you have any questions about the warranty scheme? Then please contact us by sending an email to support@swimmingpools.be, via the webshop contact form or on Facebook.

When am I entitled to claim under the warranty?

If you determine upon receipt of your package that there is something wrong with your product, this falls under the legal warranty. Please send an email to support@swimmingpools.be as soon as possible, stating your name, invoice number and any information regarding the faulty device. We will then make sure a suitable solution is found.

If you are entitled to warranty, we will send a new product to you as soon as possible. But you may also opt for a refund of the product.

Tip: If you notice there is something wrong with your product, please take a photo or video as soon as possible and notify us of the problem immediately.

Besides the legally defined warranty of 2 years on conformity, certain products have longer warranty periods. These are factory warranties and are explicitly mentioned on the product page. If you encounter a defect with your product after using it for a while, we will investigate the source of the problem as soon as possible. If it concerns a fault with the product, you will receive a new product as a replacement.

However, we cannot provide a warranty on the installation of these products, as we do not install them ourselves. For tips and manuals for installing your products, do not hesitate to contact us by sending an email to support@swimmingpools.be, or by using the contact via the contact form in the webshop.

Where can I make a warranty claim?

To do this, send an email to support@swimmingpools.be. Please send some photos or videos of the product along with your order confirmation so we can immediately determine what the fault is with the product. We will then arrange for the product to be returned or exchanged.

Service

Do you have all products in stock?

In principle, we have every product in stock at all times, unless stated otherwise on our shop’s product page. The products leaving from our suppliers’ warehouses are also always in stock.

In exceptional circumstances, there may be insufficient stock to complete the orders for that day without this having been posted on the webshop. In that case, we will inform you as soon as possible regarding the delivery time. We will then find the best solution together (alternative product, refund, or later delivery time).

How can I get the installation manual for technical products?

Have you recently purchased a product from our webshop, but aren't entirely sure how to install it properly? You can always send an email to support@swimmingpools.be. We will then provide you with as much information as possible to help you install the product properly. It's our way of helping you as best we can with your swimming pool products.

We will gladly provide you with technical data sheets, instruction manuals, catalogue information, as well as our experience.

How will I be informed of the delivery date?

Your package will be got ready and collected by the transport company one day after you place your order. You will receive an initial email with your track & trace code at the time of collection by the carrier. You can follow the further course of the delivery from there.

On the day of delivery, you will receive another email relating to the delivery time.

If you are not present at the time of delivery, you will receive an email with details on where you can collect your package or regarding a second delivery attempt.

What code of conduct does this webshop follow?

It is very important to us that our webshop focuses on service and customer satisfaction. And because we want to show that we serve the interests of our customers, we are affiliated with the Belgian association for secure online selling, BeCommerce.

This means that we also adhere to their codes of conduct (see link below).
https://www.becommerce.be/upload/Gedragscode%20BeCommerce%20Kwaliteitslabel20131021095552.pdf

We hope to gain your trust and confidence in this way.

When can I contact you?

We are available every working day from 8 a.m. to 12 noon and from 1 p.m. to 6 p.m. From April to August, you can also reach us on Saturday morning from 9 a.m. to 1 p.m. You can also reach us by telephone during these times.

Outside these times, the best way to contact us is via the contact form or by sending an email to webshop@swimmingpools.be. We will try to help you as soon as possible! You can expect an answer on the first day after your inquiry.

Who can I contact if I have any questions?

As part of our webshop service, it is our aim to answer your questions as quickly as possible. That's why we believe you should be able to choose how to contact us:

- The first possibility is the contact form in the webshop.
- However, you can also ask us your questions by sending an email to webshop@swimmingpools.be

- If you prefer to use social media, you can contact us via Facebook.
- If there is a problem you can't find a solution to through any of these methods, you can always call us by telephone on +32-(0)55-390390. Please note: our service desk is available to answer your questions from Monday to Friday (9.00 - 12.00 and 13.00 - 18.00).

International

Can you dispatch all the products to every country?

I’m afraid not! For example, we cannot deliver liquid chlorine or sulphuric acid outside Belgium. Likewise, we can only deliver summer pool covers within Belgium. And the third and last exception concerns heat pumps. These, too, we can only deliver in Belgium.

If you accidentally order one of these products online, we will refund the payment and inform you that we cannot deliver.

Do different delivery times apply for the various countries?

In Belgium, The Netherlands and Luxembourg, you can assume a delivery time of 48 hours. This also applies to Northern France. However, a delivery to Southern France often takes 72 hours.

Deliveries outside these countries take 3 - 5 working days.

In what countries is this webshop active?

You can have an order delivered in Belgium, The Netherlands, Luxembourg and France via the webshop.

However, we can also deliver to other European Union countries at the customer’s request. Simply contact us and we will make a proposal to you for the product and transport costs.

What transport costs are charged in other countries?

If you order in our webshop, free delivery applies in all cases for an order value over €50. If your shopping cart items have a value of less than €50, you will then have to pay €4.95 for the delivery of your order.

Personal advice

How can I get more information?

As part of our webshop service, it is our aim to answer your questions as quickly as possible. That's why we believe you should be able to choose how to contact us:

- The first possibility is the contact form in the webshop.
- You can also ask us your questions by e-mail. Simply send a message to webshop@swimmingpools.be.
- If you prefer social media, you can always contact us via Facebook.
- If there is a problem you can't find a solution to through any of these methods, you can always call us by telephone on +32-(0)55-390390. Please note: our service desk is available to answer your questions from Monday to Friday (9.00 - 12.00 and 13.00 - 18.00).

How soon can I expect an answer from you?

We are available every working day from 8 a.m. to 12 noon and from 1 p.m. - 6 p.m. From April to August, you can also reach us on Saturday morning from 9 a.m. to 1 p.m. You can also reach us by telephone during these times.

Outside these times, the best way to contact us is via the contact form or by sending an email to webshop@swimmingpools.be. We will try to help you as soon as possible! You can expect an answer on the first day after your inquiry.

Handling of complaints

Is it possible to request a second opinion?

If you would like a second opinion with regard to your complaint, warranty, return shipment, etc., you can contact BeCommerce. This is an umbrella organisation whose goal is to provide safe use of e-commerce stores. Our webshop is also affiliated with BeCommerce and strives to attain the best possible service.

They will examine your complaint independently and report to you with regard to your complaint. Of course we will always try to come to a satisfactory solution beforehand.

My product hasn’t been delivered?

Were one or more products of the order missing on delivery? Do not hesitate to contact us! One part of the delivery has probably been delayed, as a result of which not all of the products could be delivered together.

If there are no more packages in transit, an error has likely occurred. In that case, we will send the missing product to you immediately.

Product faulty on delivery

Was a product damaged during transport or is it faulty? Do not hesitate to contact us! Feel free to send us photos of the damage by mail. We will then look to see how we can resolve the damage so as to help you as quickly as possible.

Where can I file a complaint?

The structure of our webshop has been designed to keep the number of errors to an absolute minimum. There is, however, always a slight chance of something going wrong, because of human error.

First and foremost, we would like to sincerely apologise if something has gone wrong with your order. Our aim is to help you find the best solution to your problem. If you have a complaint, comment, suggestion, etc., then please don't hesitate to contact us at our e-mail address: support@swimmingpools.be.

You can also reach us by filling in the contact form on our website or via social media. You can find us at the Willy Webshop page on Facebook. We will always do our very best to help you with your problem as soon as possible.

Where can I go with a complaint?

Of course, we prefer to look at any inconveniences together with the customer first. You can always contact our customer service via info@pool.be

If we cannot reach a solution together, you can always contact the consumer ombudsman service.

https://consumentenombudsdienst.be/nl

https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN

Contact

Is your question not answered or would you like advice? Contact us via the contact form.