Conditions boutique.tintin.com (english version)
About the boutique
Online Boutique
In 2001 we opened our first online Tintin shop at store.tintin.com.
In 2009 the store was transformed and relocated to the address tintinboutique.com. Although this website has given our customers a lot of joy and satisfaction since that time, today we aim to provide an even better customer experience. This is the best way we can show our customers that we are listening to them and that we are dedicated to providing the very best quality service possible.
It was with great pleasure that we opened a brand new online boutique in 2015 (located at boutique.tintin.com), with better navigation, high-definition images and animations, a customer account with more features, more payment options and a greater choice of delivery methods.
Welcome to our online boutique. Our team is ready to serve and we look forward to assisting you.
Contact:
E-mail: customerservice@boutique.tintin.com
Telephone: +32 (0)2 255 01 20
from Monday to Friday, from 9 am to 4 pm
Boutique in Brussels
The story of Boutique Tintin begins 20 years ago, in June 1989, when the shop was opened in the centre of Brussels, a stone's throw from the Grand Place.
The shop was an instant success and continues today to be a popular destination for Tintin fans from all over the world, who come to admire the displays, ask all kinds of questions and purchase Tintin products.
Do you have a favourite book? A favourite object from Tintin's adventures? Would you like a Tintin T-shirt? The latest book about Hergé? We have a very wide and diverse range of products, suitable for fans and collectors alike.
The product ranges have developed over the years and despite all kinds of changes, we have always prided ourselves in the top quality presentation of our products in our window displays, and in our customer service.
Boutique Tintin has become a location where people like to meet, a landmark in Francophone culture, almost a public place... One thing is for sure: for any tourist visiting Brussels it is a treat not to be missed!
La Boutique Tintin
13 Rue de la Colline, 1000 Brussels, Belgium
Telephone: +32 (0)2 514 51 52
Fax: +32 (0)2 502 32 37
Customer Account
How may I open an account?
To open an account click on the "Create an account" link in the blue header at the top of the page, and follow the cues.
Once you have created an account, you may access your account using your login details.
What information can I find in my account?
At any time you may log in to your account for:
- Your contact details
- Your order history
- Information about the preparation and shipping of your orders
- Your wish list
- Management of your newsletter subscription
I no longer have access to my account. What shall I do?
Have you forgotten your password? If this is the case then you can request a new one. Click the "Login" link in the blue header at the top of the page, and then click the "Forgotten your password?" link.
Do you think that your problem relates to a technical issue? If so then please contact our customer service either by email (customerservice@boutique.tintin.com) or by telephone +32 (0)2 255 01 23 from Monday to Friday between 9 am and 4 pm.
My contact details have changed. How should I notify you?
Within your account you have the possibility to modify and update your contact details.
Order
How can I make an order?
When you have made your purchases all you need to do is click the "My cart" link in the blue header at the top of the page, and follow the cues.
How can I be sure that my order has been received by you?
After you have made payment for your order, you will receive an e-mail from us, confirming your order.
Please keep this confirmation e-mail, which contains information such as your order number. This information is useful if you ever need to contact us about your order.
How can I modify or cancel my order?
Confirmed and paid orders may only be modified or cancelled through contacting our customer service.
You may contact customer service by writing to customerservice@boutique.tintin.com or by telephoning +32 (0)2 255 01 23 from Monday to Friday between 9 am and 4 pm.
Please note that cancelling your order is only possible if you contact us within 24 hours of the order confirmation. Order cancellation is not possible on weekends and bank holidays.
If you have not contacted us within 24 hours of order confirmation, but wish to cancel your order, please refer to the "Returns and exchanges" section.
How can I receive an invoice?
You may access and print your invoices via your account.
How can I use a discount / gift code?
At a certain moment during the order process, you will see a field in which you may insert your discount / gift code.
Shipping
How can I follow my order as it is processed?
You can follow the status of your order as it is processed and dispatched for delivery by accessing your account and/or via the website/services of the delivery company.
As soon as your order has been dispatched for delivery, you will receive an e-mail notification with the tracking number and a link to the website of the delivery company.
How long does delivery take?
As well as the delivery times quoted by our delivery partners, you should count between 1 and 2 working days for the preparation and packing of your order, from the moment you receive order confirmation from us.
Delivery times depend on the destination country.
- Home: 1 to 3 working days
- Pick-up point: 2 to 5 working days
Please note:
- During holidays and sales periods, delivery may take longer.
- Orders are not prepared and shipped during weekends and bank holidays.
What are the available delivery methods and how much do they cost?
Depending on the destination, we offer home delivery (standard and express) and delivery to pick-up points.
Delivery costs vary according to weight, volume and geographical destination.
The precise cost is displayed at the moment when an order is made.
Please note:
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For international deliveries taxes and customs fees are added to delivery costs and are payable by you at the moment when delivery/pick-up of the package is made.
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If a package is not claimed by you after attempts at delivery have been made or after delivery has been made to a pick-up point, then the cost of returning the package will be paid by you.
How long do I have to pick up my order from a pick-up point?
You have 7 days to pick up your order from a pick-up point.
As soon as your package has arrived at a pick-up point, you will be informed by e-mail. How long you have to pick up your package will be indicated in this e-mail.
After this time your package will be registered as not having been picked up, and it will be returned to us automatically. Please note that in this case only the cost of your order will be reimbursed; the cost of delivery and of the return transport will be paid by you.
There is a problem with my package. What should I do?
You must verify the condition of your package and of its contents at the moment when delivery is made. All refund requests must be made within 48 hours of delivery, otherwise the request may be refused.
All refund requests must be made by e-mail to customerservice@boutique.tintin.com and must include the order number, reference to the product, a clear explanation of the problem and a photograph of the product to illustrate the problem.
I have not received my order. What should I do?
It is rare for an order not to be fulfilled and delivered within the delivery times specified, but if you have not received your order within a month following order confirmation, please inform us by e-mail: customerservice@boutique.tintin.com.
I entered the wrong delivery address. How can I change this?
Please inform us by e-mail at customerservice@boutique.tintin.com.
Although our customer service will do everything possible to help, it is not always possible to change the delivery address. This depends on the delivery company that is handling the delivery.
Payment
How can I make payment?
All orders made on the Boutique website may be paid for online using bank/credit cards (VISA, Mastercard, American Express).
Is it safe to make a payment?
We work closely with Ingenico, a leader in the payments industry. All your information is treated in the strictest confidence and all data is encrypted.
Why has my payment been refused?
As well as the security systems put in place by Ingenico, the Boutique team reserves the right to refuse any transaction that may be linked directly or indirectly with a suspicion of fraud. The Boutique is not required to justify any such decision.
When is payment taken from my account?
Your account is debited after 24 hours following the confirmation of your order that you will receive from us by e-mail, and the confirmation of payment that you will receive from Ingenico.
During the 24 hour period following order and payment confirmation it is possible to cancel your order and payment by contacting our customer service from Monday to Friday between 9 am and 4 pm.
Order/payment cancellation is not possible on weekends and bank holidays.
Returns and exchanges
Is there a cooling-off period?
In accordance with Article 47(1) of the Act on Market Practices and Consumer Protection, you have the right to notify the Boutique that you wish a refund for your order without penalties and without giving any reason within 14 (fourteen) calendar days starting from the day after the item was delivered.
Goods must be returned at your expense within that period in their original packaging, undamaged, accompanied by all their accessories, the user manual as well as a (copy) of the invoice/packing note to: Entrepôt Tintinimaginatio - Service des Retours, Budasteenweg 7, 1830 Machelen, Belgium.
A refund will be made within 14 (fourteen) days following receipt of the returned product at the Boutique.
In accordance with Article 47(4) of the Act (6 April 2010) on Market Practices and Consumer Protection there are no exceptions to the right of withdrawal.
What is the procedure for and what are the costs of returns/exchanges?
We must be notified of all return/exchange requests by e-mail indicating the order number and product reference.
Once a return request has been accepted by us, products must be returned at your cost in original packaging with no damage (save any damage indicated as the reason for return), accompanied by all accessories, certificates and manuals, and with a copy of the invoice/delivery note, to: Entrepôt Tintinimaginatio - Service des Retours, Budasteenweg 7, 1830 Machelen, Belgium.
As soon as your package has been received we will process your refund. Only the cost of the product(s) will be refunded. The cost of return delivery is to be paid by you except in the case of a proven fault with the product that is our responsibility. For a return/exchange request being made due to a damaged/faulty product, at least one photograph illustrating the problem must also be sent.
The Boutique will pay the cost of return and repeat delivery (of an exchange product) only if the fault with a product is our responsibility.
Products
Is the website catalogue regularly updated?
We work directly with the commercial department of Tintinimaginatio. We add new products to the website regularly.
The best way to be kept informed of new arrivals is to sign up to the newsletter, using the field provided on the homepage.
I am looking for a product that is no longer on display. Will it come back?
If a product is no longer visible on the website then we have run out of stock. Nevertheless, sometimes we receive new stock of certain products.
Products we expect to be re-stocked may be displayed on the website as unavailable. In this case you have the option to be kept informed when a product will return in stock, by clicking on the … button next to the product details.
Do you sell the same official Tintin products that are found in shops?
We sell a wide range of official Tintin products, subject to availability.
We do not sell certain very fragile products that you may find in shops. It is too risky to deliver these products as they break easily. If you are looking for a certain fragile product that we do not sell online then please check our list of resellers [link] and make contact with one of them if it is convenient.
Which products are subject to quality control?
All our products are subject to quality control. Besides your legal rights the Boutique does not offer any complementary contractual guarantee in relation to products purchased online.
However, if there is a problem with one of our products that you have purchased, you may contact our customer service. Please write to customerservice@boutique.tintin.com.
Terms and Conditions
Preamble
Unless expressly agreed otherwise in writing between the parties, the relationship between SA LA CROIX DE L’AIGLE, referred to below under its trading name 'Boutique Tintin', and its Customers, is subject to these Terms and Conditions, which the Customer agrees to accept without reservation. Confirmation of any order made by the Customer constitutes acceptance of these Terms and Conditions.
Boutique.tintin.com is a certified member of BeCommerce, the Belgian association of e-commerce companies. Boutique.tintin.com subscribes to the BeCommerce Code of Conduct.
Article 1 – Identification
- Company name: LA CROIX DE L’AIGLE SA
- Trading name: Boutique Tintin
- Registered office: 162, Avenue Louise, 1050 Bruxelles, Belgium
- VAT no.: BE 0881 858 771
- Tel: +32 (0)2 514 51 52
- Fax: +32 (0)2 502 32 37
- Website: https://boutique.tintin.com/
- E-mail: customerservice@boutique.tintin.com
Article 2 – Orders
The essential characteristics of each item are described on the relevant pages of the website. Offers are valid at the time they appear on https://boutique.tintin.com/ and while stocks last, unless otherwise specified. Such offers are free of obligation and subject to purchase.
Customers shall follow the stated procedure when placing an order on https://boutique.tintin.com/. The automated recording systems of Boutique Tintin are deemed to constitute proof of the nature, contents and date of the order.
Confirmation of an online order by the Customer is deemed to constitute an electronic signature which has the same legal force as a written signature between Boutique Tintin and the Customer.
The sale is not concluded until it has been confirmed by Boutique Tintin. Boutique Tintin reserves the right not to confirm an order for whatever reason, in particular on the basis of supplies of products, a problem regarding the order (e.g. abnormally large quantities or sums of money) or a foreseeable problem regarding delivery. In such an eventuality Boutique Tintin will inform the Customer by e-mail. New orders will not be fulfilled until the Customer has paid any amounts due for previous orders.
Any order accepted and confirmed by the Customer is irrevocable without prejudice to (i) his right of withdrawal stipulated in Article 8 and (ii) the right of Boutique Tintin (a) not to accept orders made from or intended for a geographical area not covered by its shipping service, or (b) to offer a similar item, which the Customer is entitled to refuse without being liable for any costs, in the event of stock not being available. In the latter two cases the Customer will be informed by e-mail.
A link to these terms and conditions is included in the confirmation email sent when an order is confirmed.
Article 3 – Prices
Prices are stated in Euros, Pounds Sterling or US Dollars inclusive of all taxes and are only valid on the date the order is placed. Prices of items may be amended at any time by Boutique Tintin. Only the prices stated on https://boutique.tintin.com/ are valid between the parties.
Prices are stated in Pounds Sterling and Dollars for information purposes only and may vary considerably depending on exchange rates. All orders are payable in Euros regardless of the currency displayed on the website at the time of order.
Stated prices do not include shipping costs.
Article 4 – Payment methods
Customers may use the stated payment methods when placing an order.
Online payment allows Customers to pay via a bank server in a secure environment (https protocol and encryption ? Ingenico). An order placed by a Customer will only be deemed to be fully complete after the bank payment centre has validated the transaction.
Boutique Tintin reserves the right to cancel or suspend any orders or deliveries, in particular in case of suspicion of fraud, IT problems, if the Customer's banking institution refuses to authorise the card payment or in the event of existing litigation with the Customer.
Regarding payments made by Belgian residents, payments will be definitively received by Boutique Tintin after the fourteen (14) day period referred to in Article 8.
Payments and refunds are made in Euros.
Boutique Tintin cannot be held responsible for any consequences resulting from any usage, fraudulent or not, of a credit card by a third party, for example in the case of insecure messaging.
Article 5 – Shipping costs
Shipping costs are stated when a Customer finalises an order. These costs may vary depending on the weight/volume of the packaged order, the delivery method chosen by the Customer and on the geographical location for delivery of the order. Customers may not dispute these costs as they are made clear before payment is made for each order.
Article 6 – Delivery times
The delivery times stated on https://boutique.tintin.com/ are given as an indication. Customers have no right to compensation for any delay that may occur.
Items not in stock and/or sent outside Belgium may take longer to be delivered than stated when the order is finalised. For all internationally shipped orders, any taxes or additional costs are to be paid by Customers when collecting their orders.
Article 7 – Delivery procedures
Items are delivered to the address indicated by the Customer when an order is placed.
The Customer is required to verify the condition of the package and of its contents and to point out any damage to the shipper and also to Boutique Tintin within 48 hours following delivery.
In any case of visible or hidden damage, the Customer must make a claim by e-mail in accordance with the procedure laid out in Article 17 of these Terms and Conditions.
In the unlikely event that a Customer does not receive the goods within one month following the order, the Customer is required to inform Boutique Tintin by e-mail (customerservice@boutique.tintin.com).
If a package is not claimed by the Customer after attempts at delivery have been made or after delivery has been made to a pick-up point, then the cost of returning the package will be paid by the Customer. In this case only the cost of the goods will be reimbursed; the cost of delivery and of return transport will be paid by the Customer.
Article 8 – Cooling-off period
In accordance with Article 47(1) of the Act on Market Practices and Consumer Protection, the Customer has the right to notify Boutique Tintin of their wish to cancel an order without penalties and without giving reasons within 14 (fourteen) calendar days starting from the day after the item was delivered.
Goods must be returned at the Customer's expense within that period in their original packaging, undamaged, accompanied by all their accessories, the user manual as well as a (copy) of the invoice/packing note to:
LA CROIX DE L’AIGLE C/O EntrepôtTintinimaginatio Service des Retours Budasteenweg 7 1830 Machelen Belgium
In this case, a refund will be made within 14 (fourteen) days following receipt of the returned goods at Boutique Tintin.
In accordance with Article 47(4) of the Act (6 April 2010) on Market Practices and Consumer Protection there are no exceptions to the right of withdrawal.
Article 9 – Order tracking and After Sales Service
Please contact our customer service for any information or if you have any questions:
- E-mail: customerservice@boutique.tintin.com
- Tel: +32 (0)2 255 01 20 (from Monday to Friday, 9 am to 4 pm)
- Fax: +32 (0)2 255 01 27
- Letter: SA LA CROIX DE L’AIGLE C/O, Entrepot Tintinimaginatio, Budasteenweg 7, 1830 Machelen, Belgium
Article 10 – Intellectual property
All the elements of https://boutique.tintin.com/, in particular literary, graphic, audio, photographic and electronic data, are the property of https://boutique.tintin.com/ and are protected by intellectual property rights.
Tintinimaginatio SA is the exclusive worldwide holder of the rights to use the Work of Hergé (except the publishing rights to the albums, held by Casterman) and associated trademarks. Tintinimaginatio SA is the sole holder of the right to use the Work of Hergé on the Internet and the right to combine elements from this Work with other content such as music, sound, dubbing, titles or subtitles, drawings, photographs, etc. Tintinimaginatio SA has complete control regarding the presentation of the Work and/or of elements from this Work, on the Internet (including banners and hypertext links). Subject to the exceptions listed by the Act of 30 June 1994 on Copyright and related Rights, any public reproduction, adaptation or publication of texts, pictures or any other material disseminated on https://boutique.tintin.com/ website is strictly forbidden without the prior written authorisation of Tintinimaginatio SA.
By application of Article 4 of the Act of 31 August 1998, which transposed the European Directive of 11 March 1996 on the legal protection of databases into Belgian law, any extraction of a qualitative or quantitative part of the content of the catalogue of https://boutique.tintin.com/ is strictly prohibited.
Article 11 – Personal data and Privacy
Information and data concerning Customers are necessary to fulfil orders and for commercial relations. The Customer undertakes not to use the identity of another person and not to use a false name. The data will be retained in the Customer's personal account. This recorded data allows the Customer to make orders and perform transactions with increased ease.
The Customer's personal data will be treated in accordance with the Belgian Personal Data Privacy Protection Act of 8 December 1992, as amended by the Act of 11 December 1998, taking into account the European Directives of 24 October 1995.
This Act states that the person or company that collects data must obtain the consent of the person providing the data, that the data must be accurate, and that the data is being collected for a specific, clear and lawful purpose.
In accordance with the law, the Customer has the right to consult, delete, amend or correct data they have provided. Data may be consulted, deleted, amended or corrected via the Boutique Tintin website, by sending an e-mail to the following address: customerservice@boutique.tintin.com, or by sending a letter to: SA LA CROIX DE L’AIGLE C/O, Entrepot Tintinimaginatio, Budasteenweg 7, 1830 Machelen, Belgium.
By accepting these Terms and Conditions, the Customer accepts that his contact details may be used for marketing purposes (namely newsletters) by SA LA CROIX DE L’AIGLE and Tintinimaginatio SA.
Notwithstanding the above, Boutique Tintin undertakes not to disclose or sell any information of any kind whatsoever concerning the Customer to third parties.
Article 12 – Compliance
The Customer confirms that they have read all the information relating to goods before they place orders, and that the goods comply with their requirements in every respect.
Pictures illustrating the online catalogue are not contractual and are subject to modification at any time. Boutique Tintin cannot be held liable for non-compliant and/or inaccurate pictures.
Article 13 – Guarantee
Besides the Customer's legal rights Boutique Tintin does not offer any complementary contractual guarantee in relation to products purchased online.
Article 14 – Order confirmation
Every online order will be confirmed by e-mail within 24 hours of the order being placed.
Article 15 – Availability
An offer to sell made by Boutique Tintin is only valid insofar as items are available in stock. Notwithstanding this, a Customer will be informed within 24 hours of placing an order if an item is unavailable. The Customer will then have the option to cancel the order and i) to obtain a refund of the amount paid for the order within 14 days of the payment, or ii) to exchange the goods in question.
Article 16 – Contractual amendments
These Terms and Conditions are subject to change at any time. It is up to each Customer to remain informed about any changes.
Any change to these Terms and Conditions apply to Customers following a period of 72 hours after they are placed online.
Article 17 – Complaints
Any complaint must be made within 48 hours of delivery, otherwise the complaint and accompanying request may be refused.
All refund requests must be made by e-mail to customerservice@boutique.tintin.com and must include the order number, reference to the product, a clear explanation of the problem and a photograph of the product to illustrate the problem.
Article 18 – Liability
The Customer is informed that the liability of Boutique Tintin, regardless of the nature of any damage to an order, will never exceed the value of the order under any circumstances.
In the event of failure Boutique Tintin cannot be held liable if the failure is attributable to either the Customer or to an unforeseen and insurmountable act by a third party not involved in the sale, or in the case of force majeure.
Article 19 – Evidence
The computer records or logs processed by Boutique Tintin's IT systems are deemed to be valid proof accepted by the parties (proof of orders, e-mails, payments, etc.).
Article 20 – Indivisibility, Applicable Law and Competent Courts
If any provision in these Terms and Conditions is rendered invalid for whatever reason, the parties agree that the other provisions shall continue to apply in full.
The parties agree that any disputes concerning the application of these Terms and Conditions are subject to Belgian law and that the courts of Brussels have jurisdiction.
In the case of dispute or complaint, either the customer or Boutique Tintin may call on consumer mediation services (http://www.mediationconsommateur.be), on the BeCommerce Dispute Committee (https://www.becommerce.be) or on the Online Dispute Resolution Platform (http://ec.europa.eu/odr).
Boutique Tintin reserves however the discretionary right to submit any dispute to court.
Data and Privacy
Information and data concerning Customers are necessary to fulfil orders and for commercial relations. The Customer undertakes not to use the identity of another person and not to use a false name. The data will be retained in the Customer's personal account. This recorded data allows the Customer to make orders and perform transactions with increased ease.
The Customer's personal data will be treated in accordance with the Belgian Personal Data Privacy Protection Act of 8 December 1992, as amended by the Act of 11 December 1998, taking into account the European Directives of 24 October 1995.
This Act states that the person or company that collects data must obtain the consent of the person providing the data, that the data must be accurate, and that the data is being collected for a specific, clear and lawful purpose.
In accordance with the law, the Customer has the right to consult, delete, amend or correct data they have provided. Data may be consulted, deleted, amended or corrected via the Boutique Tintin website, by sending an e-mail to the following address: customerservice@boutique.tintin.com, or by sending a letter to: Budasteenweg 7, 1830 Machelen, Belgium.
By accepting these Terms and Conditions, the Customer accepts that his contact details may be used for marketing purposes (namely newsletters) by Tintinimaginatio SA and LA CROIX DE L'AIGLE SA.
Notwithstanding the above, Boutique Tintin undertakes not to disclose or sell any information of any kind whatsoever concerning the Customer to third parties.
Cookies
What are cookies?
To make this site work properly, we sometimes place small data files called cookies on your device. Most big websites do this too.
A cookie is a small text file that a website saves on your computer or mobile device when you visit the site. It enables the website to remember your actions and preferences (such as login, language, font size and other display preferences) over a period of time, so you don’t have to keep re-entering them whenever you come back to the site or browse from one page to another.
How do we use cookies?
Cookies are used on boutique.tintin.com for the following reasons:
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To make visiting the website more convenient by helping you to stay connected between visits if you tick the “Stay connected” box when logging in.
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To save your shopping basket between visits, even if you do not have an account on the website.
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To follow website statistics with the help of Google Analytics.
Accepting cookies is not absolutely necessary, although doing so does make your visit more agreeable. No-one else but us has access to any of the information gathered with the help of cookies.
If you accept the use of cookies but then change your mind, please delete the cookies associated with boutique.tintin.com as indicated in the following section. Then you should simply not accept them when you next visit the website and the cookie message appears.
How to control cookies
You can control and/or delete cookies as you wish – for details, see aboutcookies.org. You can delete all cookies that are already on your computer and you can set most browsers to prevent them from being placed. If you do this, however, you may have to manually adjust some preferences every time you visit a site and some services and functionalities may not work.
Dispute Resolution
In the case of dispute or complaint, the customer may call on consumer mediation services (http://www.mediationconsommateur.be), on the BeCommerce Dispute Committee (https://www.becommerce.be) or on the Online Dispute Resolution Platform (http://ec.europa.eu/odr).
In accordance with article 47 § 1 of the Market Practices and Consumer Protection Act, the Buyer has the right to notify the Shop that he/she renounces the purchase, without penalty and without giving any reason, within 14 (fourteen) calendar days from the day after the delivery of the goods.
The goods must be returned at the Buyer's expense within the same period of time, in their original packaging, undamaged, accompanied by all their accessories, the user's manual and a (copy of) the invoice/delivery note to Entrepôt Tintinimaginatio - Service des Rourses - Budasteenweg, 7 - 1830 Machelen - BELGIUM.
The refund will be made within 14 (fourteen) days of receipt of the item at The Boutique.
According to article 47(4) of the Market Practices and Consumer Protection Act (6 April 2010) there are no exceptions to the right of withdrawal.
Email: customerservice@boutique.tintin.com