Terms & Conditions
By doing shopping with Lock’O’Loop through the use of its website https://www.lockoloop.nl, these general terms and conditions apply.
They also apply to all information, services and deliveries that we offer via the website ( ‘the Services’).
These terms and conditions are susceptible to be modified at any time and updates apply as soon as they are made public on the website.
Lock’O’Loop (‘we’, ‘us’, or ‘our’) stands for Lock’O’Loop, a tradename used by the eenmanszaak ‘Gwen Houzelot’, registered at the KVK under the number 8910 7527. Its head office and warehouse is located at Rotterdamseweg 396, Unit 11E, 2629HH in Delft.
Dutch law applies to the agreement between you and Lock’O’Loop, of which the General Terms and Conditions are part.
Lock’O’Loop is a zero waste online grocery store based on a click’n’collect delivery service. Its purpose is to provide its customers with grocery and hygiene products using packages that can be returned to and reused by Lock’O’Loop, to help reducing the amount of single-use packaging being used in every day’s life.
Products and prices
You can find all the products we sell on our Website. The current prices are stated with the product at the time of ordering. In the order confirmation, you will see the price you paid for the product.
When the product comes in a jar, the price is shown including a deposit cost. This cost is fixed but depends on the volume of the jar. It is fully reimbursable (in the form of a coupon) once the empty jar has been safely returned to Lock’O’Loop, including the lid. If the lid is missing, you will only be reimbursed 80% of the deposit cost; if only the lid is returned or if the jar is broken, you won’t get refunded at all. Jars can be returned anytime during Lock’O’Loop opening hours, or when you come to pick-up your next order at any other location. We do not accept returns via the postal service, only in person.
Payments can only be made through direct transfers or iDeal to Lock’O’Loop, NL03 INGB 0007 3663 40. We also accept cash during events (such as fairs or markets). During the ordering process, you can also use a coupon you received from, for example, returning an empty jar to Lock’O’Loop. If the value of the coupon does not fully cover your order, you will have to pay the rest; if the coupon value is bigger than the sum to pay, you will be able to use that coupon again with what’s left in it for a later order.
Only when the payment is received will we process your order. You will receive a confirmation message once we have received the payment, and once the order has been put together.
Orders and pickup
Lock’O’Loop usually operates from Monday to Saturday, from 9:00 to 19:00, but the warehouse is only accessible to customers from Monday to Friday between 16:30 and 19:00. You may also have your order delivered at one of our partners’ locations; the whole list is visible on the “Our partners and brands” page, during checkout, or in the footer of the website.
Some locations will allow to pick-up your order on the same day if you order before noon (Lock’O’Loop or the Foodsharing fridge) while others will only allow you to order for the next day if you order before 14:00. You can also decide to order for any other day of your choice; the available days and times are also indicated on the “Our partners and brands” page, during checkout, or in the footer of the website.
Whether you’re the one collecting the order or you’re sending someone, we will ask you or that other person to show us the order confirmation you received via email so that we can make sure you will be the one who gets the order at the end of the day. Unfortunately, it is not possible to adjust the delivery time after placing the order.
If you miss the time you were meant to retrieve your order, you will be reminded through email and be given another 2 working days to pick up your order; if you initially ordered pick-up at any other location than Lock’O’Loop, you will have to go to Lock’O’Loop instead to get your order.
If no one has shown up after these two additional days, your order is considered abandoned: you will be fully refunded, including the deposit cost, minus 2€ of handling fee.
You can also get in touch with us first so that we can find an arrangement.
Personal data, privacy and security
During the ordering process, we only ask you to provide us with your name and email address so that we can send you confirmation emails, properly label the orders, and warn you when something is wrong with your order. There is no need to create any account but you are responsible for entering the correct information. Unless you’re also subscribed to our newsletter, we won’t be bugging you with any additional emails. You can read more information about this in our Privacy Statement.
We’re doing our best to protect our Website and ensure that it is virus-free, but we cannot guarantee it.
Our website also contains links to websites of third parties. We cannot guarantee the content and functioning of these websites. Third party websites have their own terms and conditions and privacy statement.
You have a right to return a product within 14 days with no explanation whatsoever if you change your mind – but only at certain conditions.
We will accept your product back only if:
– it’s still at least 10 days away from the best before date (ignore this if you have bought the product that was sold already past that date);
– if the jar is still closed and the seal is intact (the label or cardboard packaging for hygiene products);
You will then be fully refunded, including the deposit cost, within 7 days.
We do not accept returns via the postal service, only in person.
The Website is protected by intellectual property rights. This includes but is not limited to logos, images, software, texts, videos you could encounter on the Website. These rights belong to Lock’O’Loop and it is forbidden to use these materials an/or information or parts of, without asking us before hand. This also applies to making it public, copying or editing, unless you are only doing it for personal use.