Frequently Asked Questions

What should I do if I experience a quality issue?

If you notice a quality issue, we kindly ask you to report it immediately to your representative or via [email protected]. To ensure efficient follow-up, we request you to provide the following information: Lot code, Expiry date, quantity of products involved, and an attached photo if possible. Without this information, we regret that we will not be able to open a dossier for further follow-up. This procedure aligns with our commitment to the IFS certificate. Thank you for following these steps to report quality issues.

SOME BUTTONS DON’T WORK. NOTHING HAPPENS WHEN I CLICK ON THEM.

It is possible that you are working with a dated web browser. To use our web shop in an optimal way, we recommend downloading a recent web browser. You can easily find this via google.com.

HOW CAN I CHANGE THE LANGUAGE?

Choose the desired language in the top-right corner of the homepage next to ‘contact us’. Our website is available in Dutch, English and French.

HOW CAN I CHANGE MY USER NAME AND/OR PASSWORD?

You cannot change your user name. You can change your password by hovering over your user name in the top-right corner and select ‘My Account’. On the bottom of this page, you can select ‘(Re)set password’. Insert your current password first, followed by your new password twice, then click ‘Save’. If your e-mail address is known in our system, you will receive a confirmation mail for your new password.

Hoe kan ik mijn e-mailadres wijzigen?

Uw e-mailadres kunt u wijzigen door rechtsboven met je muis over uw gebruikersnaam te gaan en op Mijn Account te klikken.

Daarna links op "Bekijk hier je bedrijfsgegevens" klikken, je nieuw e-mail adres ingeven en klikken op "Versturen".

Let op! Dit e-mail adres wordt enkel gewijzigd op onze webshop, gelieve uw e-mail adreswijziging ook door te geven aan de klantendienst ([email protected])

HOW CAN I FIND A PRODUCT?

To find a product quickly, go to the search bar at the top of the page and insert your search term. You can search on reference number, brand and product description.

Apart from that, it is also possible to search elaborately. Select ‘Products’ at the top of the homepage. From here on, you can search within various product groups and/or brands by using the filters on the left.

IS THERE A POSSIBILITY TO VIEW AND ORDER THE PRODUCTS THAT I HAVE BOUGHT IN THE PAST?

Yes, all the products that you have purchased with Ameel Candy World in the past 6 months can be viewed under the ‘magic wand’. You can order these products again at the current promotions.

Hoe maak ik mijn eigen verlanglijstje?

U kan een product aan uw verlanglijstje toevoegen door op de product-pagina rechts te klikken op "Toevoegen aan verlanglijstje".

Om naar uw verlanglijstje te gaan, moet u rechtsboven via uw gebruikersnaam op "Verlanglijstje" klikken.

Vanuit uw verlanglijstje kan u de producten in uw winkelmandje plaatsen, om dan definitief te bestellen.

HOW CAN I PLACE AN ORDER?

You can place an order by using your shopping cart. You can find the shopping cart in the top-right corner of the page.

To add a product to your shopping cart, you select the desired amount on the right; then click on the icon of the shopping cart or on ‘Add to Cart’.

TIP: another, faster way of ordering is by consulting your recently purchased products via the ‘magic wand’ and add these to your shopping cart again.

In your shopping cart, you can, if desired:

Change order unit
Add or remove products

Please remember to recalculate your shopping cart after each modification.

ATTENTION! In this stage, the order is not confirmed yet. Click on ‘Checkout Order’, choose whether you want to collect on-site or be delivered, select the desired delivery/collection date and click on ‘Submit Order’ to confirm.

Wanneer ontvang ik mijn factuur?

Bij levering ontvangt u geen factuur meer. U ontvangt enkel nog uw paklijst. Op uw bestelbon wordt enkel de adviesprijs van uw bestelde producten vermeld. Uw aankoopprijs wordt op uw bestelbon niet vermeld.

Uw aankoopprijs is wel terug te vinden op de factuur die u de avond voor uw levering via mail ([email protected]) ontvangt op uw mailadres. Let op: check altijd uw ongewenste mail of spam!

Wil u uw factuur op een ander mailadres ontvangen? Beantwoord dan de mail met uw factuur met het mailadres waarop u de mail met factuur wel wil ontvangen.

Uw voordelen:

✅ Met uw factuur de avond voor levering via mail kan u sneller uw bestelling controleren en al meteen op voorhand zien welke producten u effectief zal ontvangen.
✅ U kan de factuur ook meteen doormailen naar de persoon verantwoordelijk voor uw boekhouding.

WHERE CAN I FIND A CONFIRMATION OF MY ORDER?

If an order has been confirmed, your shopping cart (in the top-right corner of the page) will be empty. You can find the status of your order in your order history. To view your order history, hover over your name at the top of the page and select ‘My Account’. Then select ‘My Orders’ on the left to get an overview of your orders.

CAN I STILL ALTER MY ORDER?

As long as you have not submitted your order from your shopping cart (in the top-right corner of the page), you can still alter your order. You can delete products, alter quantities, add products or empty your shopping cart. If you have selected ‘Checkout Order’, chosen a delivery date and then clicked on ‘Submit Order’, the order is sent and final.

In the lower-right corner of your shopping cart, you can empty your cart/erase your order.

HOW CAN I ADD PRODUCTS TO MY SHOPPING CART FASTER?

To add products to your shopping cart in a superfast way, go to your shopping cart and insert the products using the reference number or product description by way of the fast entry tool.

WHAT ARE MY DELIVERY DAYS?

To provide you with optimal service, we have scheduled a fixed delivery day for your orders.

You can find your delivery day in "My Account" under "Company Details." We deliver every week on this day. We strive to always adhere to this schedule. In case of exceptions, such as holidays or closures, an backup delivery day is arranged.

Questions? Email us at [email protected].

I CANNOT PLACE AN ORDER BY USE OF MY SHOPPING CART.

You have inserted an order quantity next to the small red shopping cart, but your order is not visible in your shopping cart? It is possible that you are working with a dated web browser. To use our web shop in an optimal way, we recommend downloading a recent web browser. You can easily find this via google.com.

HOW CAN I VIEW MY PREVIOUS ORDERS?

Via ‘My Account’, select ‘My Orders’ to view your previous orders.

Hoe kan ik een factuur opvragen?

Via "Mijn Account" kan je op "Mijn orders" klikken en al uw bestellingen zien. Rechts van de bestelling, kan u op "Bekijk Details" klikken op uw factuur op te vragen.

THE PRODUCT THAT I WANT TO BUY, IS NOT IN STOCK. CAN I ORDER IT ANYWAY?

If a product is not in stock, you can order it, but it will not be delivered, nor invoiced. It is not kept on back order either. You can order the product again once it is back in stock. However, when the product that is not in stock is part of a promotion where free items or points are assigned, it will be kept on back order. The product will then be delivered with the next order, when it is back in stock.

WHAT IS THE DELIVERY COST?

For orders via the Ameel Candy World web shop to be delivered in Belgium, we charge a transport fee of € 60,- for orders under € 250. Delivery is free for orders over € 250. For all orders outside Belgium, the transportation fee is at the cost of the client.

WHAT IS THE RETURN POLICY OF AMEEL CANDY WORLD?

Every complaint concerning an invoice or delivery (this includes take-back) has to be communicated by phone within 2 working days after reception of the goods to Ameel Candy World attn your contact person (mentioned on your invoice/delivery note).

I CANNOT FIND THE ANSWER TO MY QUESTION. WHAT SHOULD I DO?

I you have a question for which you cannot find an answer in the FAQ, do not hesitate to contact the customer service of Ameel Candy World.