Terms of service

ARTICLE 1 – DESIGNATION OF THE SELLER

Thamara Troch Latimer operates under the trade name Orsoko and manager of the online sales site www.orsoko.com (hereinafter "the site"), 

whose registered office is located at Rue de la Concorde 50, 1050 Brussels, Belgium

registered under the company number 0790.153.387 and with VAT number BE0790.153.387.

E-Mail: hello@orsoko.com

Above called "the seller" or Orsoko.

ARTICLE 2 – PURPOSE

Orsoko has been designed to make your shopping experience as safe and enjoyable as possible. The site www.orsoko.com offers for sale beauty and care products of natural and organic cosmetics (hereinafter referred to as "Products" or "Articles") intended exclusively for consumer and non-professional buyers.

It is agreed that the Internet user and Orsoko will be collectively referred to as the "Parties" and individually referred to as the "Party", and that the Internet user who has validated an order will then be referred to as the "Buyer". The rights and obligations of the Internet user necessarily apply to the Buyer.

ARTICLE 3 – GENERAL PROVISIONS RELATING TO THESE TERMS OF SALE

     3.1—PURPOSE OF THE TERMS OF SALE

These terms of sale ("terms of sale") define, exclusively because of the relationships they establish on the Internet, the reciprocal rights and obligations in case of purchase of products on the site by a buyer.

     3.2 — SCOPE OF THE TERMS OF SALE

These terms apply to online sales on European territory, to the exclusion of any other document, whether the buyer is a professional or a consumer.

     3.3 — ACCEPTANCE OF THE TERMS OF SALE

The Terms of Sale express the entirety of the obligations of the parties. The buyer acknowledges having read, at the time of placing the order, and expressly declares to accept them without reservation, otherwise his order will not be validated.

     3.4 — MODIFICATION OF THE TERMS OF SALE

These Terms of Sale were last updated on November 10th, 2022.

Orsoko reserves the right to modify the Terms of Sale from time to time. The changes will be applicable as soon as they are put online for any purchase after this date.

The sale is concluded in English.

     3.5 — PARTIAL NULLITY

In the event of cancellation of a particular clause of the terms of sale, the others remain valid. The cancelled clause will be replaced following the legal procedure.

These general terms of sale and the summary of the order sent to the buyer form a contractual whole and constitute all the contractual relations between the parties. In case of contradiction between these documents, the general conditions of sale will prevail.

ARTICLE 4 – THE CUSTOMER

The buyer, prior to his order, declares to be a natural person, aged at least 18 years and to have the full legal capacity allowing him to commit himself under these general terms of sale.

When registering the buyer's personal data in the "my account" section, the buyer must ensure the accuracy and completeness of the mandatory data he provides. In the event of an error in the wording of the recipient's contact details, Orsoko cannot be held responsible for the impossibility of delivering the product. 

ARTICLE 5 – THE PRODUCT AND AVAILABILITY

Orsoko buys its products directly from authorized brands and distributors, offering you an additional guarantee of quality and assurance. Due to the nature of the products we stock, many of which are completely free of artificial preservatives, we can only guarantee a minimum shelf life of 6 months from purchase. The texture, smell and consistency of the products may vary within each batch due to the natural ingredients. Please also be aware that we cannot be held responsible for stocks affected by circumstances beyond our control.

Through the site, Orsoko provides the buyer with an online store presenting the products sold, without the photographs having any contractual value.

Product information, including product descriptions, brand information, color charts, photographs, and ingredients, is displayed on Orsoko as provided by the manufacturer or authorized agent of the brand. 

The products are described and presented with the greatest possible accuracy. However, in the event of errors or omissions in the presentation, Orsoko cannot be held liable for this fact. No independent testing was performed to verify the accuracy of product claims or ingredient inclusions or omissions.

The photographs in the catalog are as faithful as possible but can not ensure a perfect similarity with the product offered, especially with regard to colors. The accuracy of colors and color charts is not guaranteed because each computer or other computer medium displays colors in a slightly different way.

These products are offered while stocks last. 

If, despite its efforts, all or part of the items are unavailable, Orsoko informs the buyer by email as soon as possible and offers him the possibility to choose between waiting or cancelling the order of the unavailable items free of charge. Available items will be delivered normally.

The buyer must check the condition of the packaging of the goods on delivery and report any damage to Orsoko (hello@orsoko.com) within 24 hours of the time of receipt of the delivery.

ARTICLE 6 – THE PRICE 

Orsoko reserves the right to modify its prices at any time by publishing them online.

Only the rates indicated and the taxes in force at the time of the order will apply, subject to availability on that date.

The prices are indicated in euros per unit of product, valid in all countries of the Euro zone and do not take into account any delivery costs, which are indicated and invoiced in addition before the validation of the order by the buyer.

The total amount of the order (all taxes included) and, if applicable, delivery costs is indicated before final validation of the order form.

ARTICLE 7 – GIFT CODES, DISCOUNTS AND DISCOUNT VOUCHERS

Only one voucher code is allowed per order and it must be entered correctly in the Gift Cash Out or Vouchers box provided on the checkout page. Once entered correctly, the gift or delivery of the promotional code will appear in your shopping cart. A gift or promotional code discount cannot be added to your order once your order has been paid for and confirmed.

When a promotional code requires a minimum of expenses, the minimum expenses exclude shipping costs, taxes and samples. When returning items from your order, if you have used a discount voucher and your order is no longer eligible, the value of the voucher will be deducted from your refund; If you have used a free gift voucher and your order is no longer eligible, the free gift must be returned or its value will be deducted from your refund. When a promotional code provides a free gift, the free gift is not eligible for exchange or refund.

Promotional codes cannot be used in conjunction with any other offer. 

Gift voucher codes are valid for 12 months from the date of issue. 

Gift card are not transferable for cash.

Other promotional codes are valid for a specific period of time and may be limited to certain product categories or brands. Unless otherwise stated, all promotional codes are subject to the following exclusions: Orsoko samples, Orsoko gift certificates and kits. 

Discount codes exclude all sale items.

ARTICLE 8 – PAYMENT

Orsoko retains exclusive legal ownership of the items ordered until receipt of full payment of the order by the buyer.

To pay for his order, the buyer makes the payment at the time of the final validation of the order using the chosen payment method. This validation serves as a signature.

Online payment allows the buyer to pay for his order via the platform offered by Shopify, in a secure environment. Select the appropriate payment method when placing your order. If any of these payment methods are not suitable, please contact us and we will be happy to discuss other payment options.

Orsoko does not have access to any data relating to the user's means of payment. Payment is made directly in the hands of the bank. The order validated by the buyer will only be considered final when the bank payment center has validated the transaction.

In case of refusal of authorization of payment by credit card by accredited organizations or in case of non-payment, Orsoko reserves the right to suspend or cancel the order and its delivery.

Orsoko also reserves the right to refuse an order from a buyer who has not fully or partially paid for a previous order or with whom a payment dispute is in progress.

Any order implies a contribution to the shipping costs listed in the article entitled delivery.

ARTICLE 9 — REGISTRATION, ORDER CONFIRMATION AND SHIPPING CONFIRMATION

The taking of an order on the site is subject to compliance with the procedure set up by Orsoko represented by a succession of steps that the buyer must imperatively follow to validate his order:

• fill in the identification form on which he will indicate all the contact details requested;
• fill in the online order form giving all the references of the chosen products;
• validate his order after having checked it and corrected any errors in particular at the level of his delivery address, before confirming it to express his acceptance;
• make the payment under the conditions provided;
• confirming your order and payment implies acceptance of these conditions.

Once you have placed an order with us, we will send you an email confirming the details of your order. This email is not an acceptance of your order, just a confirmation that we have received it and are processing it. We may refuse to accept a transaction for any reason to anyone at any time in our sole discretion without any liability.

Acceptance of your order and completion of the contract between us will take place when we email you a shipping confirmation stating that the goods have been shipped. The sales contract is concluded in Belgium and the language of the contract is English.

Orsoko will refuse any order from a buyer with whom there is a dispute or incident relating to the payment of a previous order or which contravenes the provisions hereof. In this case, Orsoko will inform the buyer by e-mail. If the buyer fails to correct erroneous elements or elements contrary to these general terms of sale with Orsoko, Orsoko reserves the right not to process the order. Orsoko undertakes to send a confirmation email summarizing the order (product(s), price, quantity, discounts...) to the email address provided when ordering. For this purpose, the buyer formally accepts the use of e-mail for the confirmation by Orsoko of the content of his order. Invoices are given upon delivery.

If you have not received a confirmation email from us, there may be several reasons:

- Your email address may have been entered incorrectly.

- Your email was lost and did not arrive.

- Your confirmation email has been blocked by your spam filter and has been sent to your spam folder.

Alternatively, please contact us and we will be happy to investigate further.

ARTICLE 10 – DELIVERY

Delivery is only made after confirmation of payment by Orsoko's banking institution.

The products are delivered to the address indicated by the buyer on the online form worth purchase order.

Delivery takes place, depending on the method chosen by the buyer, within 2 to 20 working days depending on the country where you are located. 

Delivery costs are the responsibility of the customer and are not included in the price of the products. They vary depending on the delivery methods, the weight of the order and the destination. 

Orsoko communicates the tracking number to the buyer upon confirmation of shipment. The latter can then track his package on the carrier's website. The product is delivered to the billing address unless otherwise stated in the fields provided for this purpose when placing the order. The buyer must check the condition of the packaging of the goods on delivery and report any damage to Orsoko (hello@orsoko.com) within 24 hours of the time of receipt of the delivery.

The user will not be able to claim compensation in case of late delivery by the carrier. In addition, in the event of an anomaly on receipt (damaged package, opened, ...), the user must file his claim with the carrier within 2 working days, by registered mail, a copy of which will be sent to Orsoko. If the user is present at the time of delivery, he must indicate to the delivery person the reservations he carries. These routing problems are to be solved as a priority with the carrier, Orsoko can not be held responsible.

Orsoko is not responsible for customs duties, taxes and fees in the country of delivery.  This is the responsibility of the customer in their region.

Any defect or delay in delivery exceeding 8 working days must be reported to us. 

Additional shipping costs arising from incomplete or erroneous information by the buyer will be charged to him in addition to the order. For reasons of availability, an order may be the subject of several successive deliveries to the buyer.

In case of free delivery, the new shipment will be charged. The customer has the possibility to be reimbursed for his order minus the actual delivery costs incurred.

The sending of our orders is ensured by the services of Bpost (home delivery), DHL Express (home delivery) and Mondial Relay (home delivery & service point).

Country	Carrier	Estimated Delivery Time after shipment	Shipping costs	Free from
Belgium	Bpost @Home delivery Mondial Relay @Service Point	1 to 2 working days 1 to 2 working days	6,80 € 4,05 €	59 €
Andorra  Guernsey Jersey Liechtenstein Monaco Norway Saint Marin Switzerland	Bpost @Home delivery DHL Express @Home delivery	3 to 6 working days 1-2 working days	43,33 € 32 €	275 €
Austria	Bpost @Home delivery DHL Express @Home delivery	3 to 6 working days 1-2 working days	26,51 € 26 €	245 €
Bulgaria Croatia   Cyprus  Czech Republic Denmark Estonia Finland Greece Hungary Ireland  Latvia Lithuania Malta Poland Romania Slovenia Slovakia Sweden	Bpost @Home delivery DHL Express @Home delivery	3 to 7 working days 1-2 working days	43,33 € 26 €	245 €
France	Bpost @Home delivery Mondial Relay @Service Point DHL Express @Home delivery	2 to 5 working days 2 to 5 working days 1 to 2 working days	13,39 € 8,50 € 24  €	195 €
Germany	Bpost @Home delivery DHL Express @Home delivery	2 to 5 working days 1 to 2 working days	10,97 € 24  €	195 €
Italy	Bpost @Home delivery DHL Express @Home delivery	3 to 6 working days 1-2 working days	21,60 € 26 €	245 €
Luxembourg	Bpost @Home delivery Mondial Relay @Service Point DHL Express @Home delivery	2 to 5 working days 3 working days 1 to 2 working days	9,52 €  10,20 € 23 €	180 €
Portugal Spain	Bpost @Home delivery DHL Express @Home delivery	2 to 5 working days 1-2 working days	25,72 € 26 €	245 €
The Netherlands	Bpost @Home delivery Mondial Relay @Service Point DHL Express @Home delivery	2 to 5 working days 2 to 5 working days 1 to 2 working days	9,45 € 7,00 € 23 €	180 €
United Kingdom and Northern Ireland	Bpost @Home delivery DHL Express @Home delivery	3 to 6 working days 2 to 3 working days	21,60 € 33 €	295 €
Rest of the world	Bpost @Home delivery DHL Express @Home delivery	6 to 25 working days	61,06 € 68 €	N/A

 

For any other request relating to delivery or order exceeding 2 kg, please contact us via the address hello@orsoko.com for a personalized price offer.

     10.1— VERIFICATION OF THE ORDER

Upon receipt of the products, the buyer or recipient checks the good condition of the delivered product.

The verification is considered to have been carried out as soon as the buyer or a person authorized by him has received the order without expressing any reservations.

Any reservation not made in accordance with the rules defined above and within the time limits set cannot be taken into account and releases Orsoko from any liability towards the buyer.

     10.2 — DELAYED/LOST ORDERS 

Our delivery service considers a lost package after being in the postal system for a period of 7 working days for orders within Belgium, 14 working days for orders to Europe and 21 working days for international orders. Although it is very unlikely that deliveries will take this time, we cannot refund until this period has elapsed. Orsoko is not liable for any direct or indirect loss or damage suffered by a customer due to a delay or failure to deliver the goods, regardless of the method of delivery.

     10.3—RECIPIENT'S SIGNATURE 

For security reasons, deliveries may require a signature upon receipt of the order. If you are not at your usual address during normal business hours, you can provide us with another delivery address where someone will be available to sign your package. If you are unable to sign for your package, you should receive a card with written information indicating where and when you need to pick it up. If you do not collect your package within a specified time, the package will be returned to us and you will have to arrange with us a new delivery and pay the costs incurred to return the package.

     10.4—IN TREATMENT

We usually start processing orders as soon as they are received. We ship orders from Monday to Friday. Orders are usually shipped within 24 to 48 hours, but this may take longer in some circumstances. Orders received on a non-business day will be shipped the next business day. Note: Delivery to rural addresses may take an extra day or two.

Once the order is placed, our immediate processing means that we cannot prevent its shipment, even if you have not received your shipping confirmation or if you send us an email to cancel your order immediately after placing it. We will be happy to help you return your order once you have received it.

     - Products out of stock

In the event that a product you have ordered is out of stock, we will contact you immediately to discuss the available options.

     - Multiple orders

If you place multiple orders in a short period of time (usually 24 to 48 hours), your orders can be bundled and delivered into a single order. If your order consists of multiple items, some items may be shipped separately. If this happens, we will send you a confirmation email to inform you that there is more than one package.

     - Limited availability

If, due to the limited availability of products, we limit or cancel the quantities purchased per person, per address or per order, we will notify you as soon as possible and we will refund the cancelled items in full.

     10.5 — ADDRESS / INCORRECT CORRECTIONS

We are unable to make address changes or corrections to orders once placed. If the delivery address you provided when placing your order is incorrect or incomplete, we are not responsible for the loss of your order. In the event that your address is incorrect or incomplete, your order may be returned to us or the courier may apply a delivery fee that we will add to your order. Note that we will do this independently of our free shipping offer. If your package is returned to us due to an incorrect or incomplete address, you must pay all delivery costs to redeliver your order to a corrected address.

If you would like additional information about deliveries in Belgium or abroad, please contact our customer service via our Contact Us form.

ARTICLE 11 – RETURNS, WITHDRAWALS AND REFUNDS

     11.1—CANCELLATIONS

To cancel your order, please contact our customer service via our Contact Us form, mentioning your full name and order number. You can cancel your order online at any time until the end of the secure payment section at checkout. Beyond this point, we cannot guarantee that we will be able to stop sending your order even if you send an e-mail immediately after placing your order. If your order has already been processed when we receive your cancellation notice, you will need to return your order by following our Orsoko return process.

     11.2 —DAMAGED, MISSING OR ERRONEOUS ITEMS

We recommend that you inspect your entire order upon delivery. If an item arrives damaged or in error, please contact our customer service as soon as possible via our Contact Us form, with your order number and a photo to show the damaged or erroneous product. We then advise you on the procedure to follow.

If an item is missing from your order, please inspect the package for any damage or sign that has been tampered with. If there are signs of damage on the package, please contact our customer service as soon as possible, with your order number and a photo. We then advise you on the procedure to follow.

Damage, missing items or any errors not reported within 7 working days of receipt will not be accepted for return. We will arrange for a replacement to be delivered to you free of charge and we will ask you to return the damaged or incorrect item in its original packaging.

     11.3 —RETURN, WITHDRAWALS 

The consumer has a period of 14 calendar days to exercise his right of withdrawal, without giving any reasons or paying any penalties except for the cost of return, starting from the day after the day of delivery of the order, under penalty of losing all rights, and which is exercised by returning at his expense the new products, sealed in their original packaging and not used, mentioning the order number to the following address
Orsoko
Rue de la Concorde 50,
1050 Brussels
Belgium

All risks related to the return of the product are the responsibility of the customer.

If the 14-day period expires on a Saturday, Sunday or public holiday, it shall be extended to the next working day. If the products have been opened, they may not be returned for reasons of hygiene and health, guaranteeing their subsequent re-marketing. Products returned incomplete or damaged by the buyer will not be accepted.
The buyer does not have a right of withdrawal for contracts for the supply of goods made to the buyer's specifications or clearly personalised or which, due to their nature, cannot be reshipped, re-sale or are likely to deteriorate or expire quickly. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Orsoko reserves the right to monitor customer cancellations or returns, and to charge an administration fee, a payment processing fee and to refuse returns if a customer is repeatedly found to purchase and return goods. Each return is assessed on an individual basis taking into account the customer's history.

     11.4 —REFUNDS

Refunds of the products will be made within a maximum period of 30 days after receipt by Orsoko of the said products. The refund will be made according to the same method of payment chosen by the customer at the time of his order. Please note that credit card fees are not refunded. Similarly, delivery costs or gift wrapping services are not refunded.

If the value of your order after returning your items is no longer eligible for free shipping, the shipping costs will be deducted from your refund. If you have used a coupon and your order is no longer eligible, the value of the voucher will be deducted from your refund. If you received a free gift and your order is no longer eligible, the free gift must be returned or its value will be deducted from your refund.

ARTICLE 12 – LIMITED LIABILITY / DISCLAIMER

     12.1. LIABILITY UNDER THE ONLINE SALES PROCESS

Orsoko is only bound by an obligation of means in the online sales process.
In particular, it cannot be held liable for:

• for damage resulting in particular from the use of the Internet network such as loss of data, intrusion, virus, interruption of service or other involuntary problems
• in the event of force majeure or unforeseen circumstances, including, but not limited to, total or partial strikes, in particular by BPost or DHL, disasters, fires, failures or breakdowns of the Internet, telecommunications or electrical network, or external intrusion or the presence of computer viruses, and in general any event that does not allow the proper execution of Orders.

     12.2. LIABILITY FOR PRODUCTS SOLD

All Products and services offered by Orsoko are described in good faith and as accurately as possible. However, the images presented on its website have no contractual value. Orsoko is not liable for any errors in the descriptions of the Products and services.

Subject to mandatory legal provisions, Orsoko cannot be held liable:

• for errors in any of the photographs;
• in case of damage of any kind, both material and immaterial, which could result from the misuse of the Products;
• in case of out of stock or unavailability of the product.

The customer's attention is drawn :

• that the products distributed by Orsoko contain different components likely to react if other components (even residual) are brought together and/or with regard to certain characteristics of certain persons (in particular dermatologically and allergologically),
• the need for the customer to ensure the use of the products distributed by Orsoko in accordance with the requirements indicated on this subject,
• that the customer must be informed about the possibility of using the products distributed by Orsoko in view of all his health characteristics, in particular with regard to possible allergies and to comply with the precautionary rules resulting from the scientific information available on this subject.

Due to the natural and/or organic nature of the products and/or components of the products distributed by Orsoko, irritations and/or allergies may occur especially in the case of more sensitive persons.

Orsoko cannot be held responsible for damage, injury or illness caused by misuse of a product. It is the sole responsibility of the customer to carefully read all the instructions of the product, to use the product strictly for the purpose for which it was designed and to ensure that the product is used in a safe and reasonable manner. Orsoko cannot be held responsible for any damage, injury or illness resulting from an allergic reaction or resulting from any other unforeseen event.

ARTICLE 13 – ARCHIVING OF INFORMATION

You agree that the communications, electronic signatures and backups and all data recorded and stored in Orsoko's computer systems, constitute proof of the communications and transactions between Orsoko and the customer.

ARTICLE 14 – RETENTION OF TITLE

Until full payment has been made, the delivered goods remain the exclusive property of Orsoko. However, the risk of loss or damage passes to you upon delivery. You agree by your purchase, if applicable, to inform third parties about this reservation of ownership of Orsoko.

ARTICLE 15 – PROCESSING OF PERSONAL DATA 

Orsoko processes consumer information in accordance with its Privacy Policy.

ARTICLE 16 – FORCE MAJEURE 

Orsoko shall not be liable for any loss or damage resulting from delays or non-compliance with its obligations under this contract due to strike, lockout, revolt, war, fire, acts of God, natural disaster, accidents, shortage at suppliers or manufacturers of Orsoko products, restrictions of the authorities, failure to grant import or export permits,  breach of any laws, requirements or orders or other circumstances or causes impeding proper compliance with these Terms, or other causes beyond Orsoko's control.

Orsoko reserves the right to extend the delivery time, if any, agreed upon with the customer for a period equal to the period during which the force majeure has continued. If such events jeopardize the execution of the order in the manner agreed upon, Orsoko reserves the right to terminate the contract without any obligation or liability on its part.

 ARTICLE 17 – DURATION 

The General Terms Sale apply for as long as the Products and services offered by Orsoko on its Website are online.

 ARTICLE 18 – APPLICABLE LAW - COMPETENT JURISDICTION

These general terms of sale and the contractual relationship between the seller and the buyer are subject to Belgian law. In the event of a dispute, only the French-speaking courts of Brussels (Belgium) shall have jurisdiction, except in the case of binding public order provisions.

ARTICLE 19 – CUSTOMER SERVICE

For any information, suggestion or question, please contact us: – by e-mail to: hello@orsoko.com – via our contact form.

If you have not received a response from us, there may be several reasons:

- Your email address may have been entered incorrectly.

- Your email was lost and did not arrive.

- Our reply was blocked by your spam filter and sent to your spam folder.

If you do not receive a response within 2 working days, please contact us again, ideally from another email address.

 

Any order of a product offered on the site implies the consultation and express acceptance of these general conditions of sale.

Orsoko

Version: April 11th, 2023