Frequently asked questions
Ordering & payment
How do I place an order?
Pick your product and shade, add it to your cart and check out. You'll get a confirmation by email straight away.
Can I still change or cancel my order?
Yes, as long as your parcel hasn't shipped yet. Email info@ercyel.be with your order number and we'll adjust it or refund you in full.
Which payment methods can I use?
Bancontact, iDEAL, Visa, Mastercard, American Express, Maestro, Apple Pay, Google Pay and Shop Pay. Everything runs encrypted through Shopify Payments, so we never see or store your card details.
Are your prices including VAT?
Yes, every price on the site already includes VAT.
Shipping & delivery
Which countries do you ship to?
We deliver to Belgium, the Netherlands and France.
What does shipping cost?
€4.95 per order to Belgium and the Netherlands, and free from €40. For France the rate is shown at checkout. More details on our shipping policy page.
How long does delivery take?
We need 2 to 3 working days to process your order, and delivery then takes 8 to 15 working days.
How do I track my parcel?
Every order ships with track & trace. You'll receive your code by email as soon as the parcel is on its way, and you can follow it on our track your order page.
What if my parcel never arrives?
If your order hasn't arrived after 20 working days, email us at info@ercyel.be. We'll send a new one or refund you.
Returns & warranty
Can I return my order?
Yes. You have 30 days after delivery to change your mind, no reason needed — that's more than the legal 14 days.
Is there anything I can't return?
For hygiene reasons we can't take back sealed cosmetics whose seal has been broken after delivery. Unopened products in their original packaging are always welcome back.
How do I start a return?
Email info@ercyel.be with your order number and we'll walk you through it. You cover the cost of the return shipment, unless the mistake was ours.
My item arrived damaged or wrong. What now?
Email us a photo or a short video and we'll send a replacement or refund you. In most cases you don't even have to send the product back, and we cover the shipping.
When do I get my money back?
Within 14 days after you let us know you are returning your order. We may wait to pay you back until your parcel has reached us, or until you have shown us that you sent it — whichever happens first. The money goes back to your original payment method.
Can I exchange a product?
Return the item you don't want and place a new order for the one you do — that's the quickest way to get the right product.
Do I have a warranty?
Yes, the legal two-year warranty of conformity applies to everything we sell. Full details in our return policy and terms & conditions.
Products
Are your products genuine?
Yes, we only sell original PHOFAY products.
Contact
How do I reach you?
By email at info@ercyel.be or through our contact page. We aim to reply within 24 hours, in Dutch, French or English.
How quickly do you reply?
We aim to reply within 24 hours. Mention your order number and we can help you more quickly.
Who is behind ercyel.be?
ZERAS BV, Bremheuvel 13, 3630 Maasmechelen, Belgium, company and VAT number BE 0810.497.356. How we handle your data is explained in our privacy policy.
What if we can't work something out?
You can turn to the Belgian Consumer Mediation Service at consumentenombudsdienst.be (in French: mediationconsommateur.be). We'd much rather sort it out with you directly first.