Here you find our answers to the most frequently asked questions.
1. YOUR ACCOUNT:
How can I create an account on the Site?
To start your registration, you must select the icon "Login", where you can create your account. Then simply enter your personal information and access your customer area, it is so easy! You'll then receive a confirmation email with your data and credentials.
How can I recover my account password?
Just below the field in which your password is requested, you will find "Forgot your password?". Clicking on it will start the procedure to reset the password. You will then receive in your email address the necessary instructions to set a new password to be able to log in to your customer account.
How do I change my personal information?
In your personal account, you can manage your account and can modify your data at any time. Here you can check and correct your first name, last name, phone number and email address.
2. TIPS FOR USE:
Your Loyalty Card?
Associate your Loyalty card and earn points and discounts on your purchases. You'll receive an access code via your mobile phone to authenticate your loyalty programme. You can view your points balance and your loyalty card information directly from your profile.
Learn more about the advantages of our Loyalty card HERE.
Can I leave instructions?
Yes, during checkout, you can leave instructions that facilitate delivery, such as the name of the doorman, the convenient location to park nearby or the desired time to deliver at your home.
Will you use the phone to contact me?
Yes, you can be contacted in this way if we do not have the desired item, to confirm substitutions or if there is any unforeseen event at the time of delivery.
How can I see the status of my order?
You can find out the status of your order, through your profile, on your orders overview and through the notifications we send you.
How to use my loyalty points?
To use the loyalty points, it is very simple, when ordering You just need to decide if you want to apply your points in your purchase during the online checkout process. At any time you can view your points in the fidelity card tab of your profile.
How to use a discount coupon?
To use a discount coupon, you only need to enter your promotional code in the field provided when you are in the checkout process. Each coupon can only be used once per user and has limited validity. Through your profile, in the coupons tab, you will find all your available discount coupons.
I have food allergies or questions about the origin/quality of your products, what do I do?
You should check the page Consumer info.
3. DELIVERIES AND BILLING:
Where do we deliver?
We make deliveries in all the Grand-Duchy of Luxembourg!
How much costs a delivery?
Deliveries are totally FREE without any additional cost!
Quality and freshness of products?
The quality and freshness of our products are guaranteed because we respect the cold chain. All products are prepared and packaged when we receive the order to guarantee the optimal freshness. Also, the delivery is ensured by our refrigerated vans that guarantee an adequate temperature to keep the meat intact during transport.
Who can receive my delivery?
Any resident at the address is entitled to receive the delivery unless:
- The order contains alcoholic beverages - In this case, the order must be received by an adult, with its identification card that can prove the majority.
- it is strictly requested by the customer that the order should be received only by itself (in additional information or by email, for example).
What are the delivery days?
Orders are delivered from Tuesday to Saturday. As a general rule, we deliver on D+1, subject to stock availability. If you wish, you can also give us another delivery date for your order. In the checkout process, a free field to leave a message is available. There you can indicate your desired delivery date. In case of absence, you can also tell us an alternative to drop off the package (neighbours, terrace, etc).
When do I get my order?
- For orders in “Regular Delivery” you will need to complete your order before 12:00 pm the orders can be delivered between 5:00 pm and 9:00 pm. Otherwise, your order will only be delivered on the next working day.
- For orders in “Fast Delivery” you will need to complete your order before 10:00 am to be delivered between 12:00 pm and 2:00 pm.
We remind that, during checkout, in the comment section, the customer has the possibility to leave the desired time, knowing that no delivery time can be guaranteed.
How do I get the bill?
The invoice will be sent to you via email after we have processed your order correctly. Before that, you will receive immediately after placing the order on our Site, another email confirming your purchase.
4. ORDERS:
How do I find an article?
On the homepage of our webshop, in the search function, you can use a keyword and also choose the store in which you want to search for a product.
How to place an order?
If you have found a product that you like, click on the "Add to cart" button and follow the instructions to checkout.
Is there a minimum amount I have to order?
For "regular deliveries" the minimum quantities are as follows:
- minimum €35 for loyalty cardholders.
- minimum €50 for non-loyalty cardholders.
For "fast deliveries" the minimum quantities are as follows:
- minimum €10 for loyalty cardholders.
- minimum €20 for non-loyalty cardholders.
What if the grammage received for certain products, such as meat, does not correspond to the grammage ordered?
The weights of certain fresh products such as meat, fish, fruit and vegetables may vary and therefore differ slightly from the initial order.
We cannot guarantee a fixed grammage. We, therefore, reserve the right to give you a grammage that may vary from that indicated on the Site. We always charge the exact value of the goods delivered, respecting the weight of the products.
Purchase limit?
All articles mentioned on this website are limited to the existing stock in our stores.
Product information?
All photographs and product data on our website are not contractual and are purely illustrative. Please always check the information on the product packaging before any consumption.
5. PRICES AND PAYMENTS:
Price policy?
The prices established by CASA DO BRILL are always with the legal VAT rate included.
Where and how do I pay for my purchase?
As soon as you are identified on our site, go to your "Cart". Here you will have a general overview of all your selected products. You can then proceed with the payment.
What are the terms of payment?
All payments are made online. After your order has been confirmed, you do not need to pay anything more. The amount of your reservation may, in case of a product to be weighed, exceed up to 15% of the indicated price. However, the amount debited/invoiced will always be the actual weighing amount. As soon as your order is ready, you will receive a payment confirmation with the actual and exact amount calculated and weighed by our scales. This amount that is debited from your account may be slightly lower than the one on your initial reservation, due to the exact weighing of our products.
What payment methods are accepted?
For your convenience, CASA DO BRILL lets you choose between several 100% secure guaranteed payment methods:
- SIX PAYMENT SERVICES (Worldline): Pay safely with your VISA or MASTERCARD credit card.
- PAYPAL: Ultra-secure PayPal payment system that allows you to pay with a PayPal account.
Regardless of the payment method chosen, your order is only debited upon delivery.
Is the CASA DO BRILL website secure for online payments?
Yes, when you buy at www.brill.lu, besides the comfort, speed and ease, we guarantee you also security. As we know that this is one of the questions that most concerns the users, we have taken all necessary steps to ensure that the information provided is the most secured possible. All transactions carried out on our site pass through a super-secure Saferpay interface of the provider six payment services and will also be secured by the 3D secure option (if your credit card has this feature).
Can I place an order by phone?
You can contact us at any time by email or phone to help you with your online purchases. Take advantage of our personalised advice.
Do you have any more questions? No problem.
We appreciate all your questions. Send us an email at info@brill.lu and we will be happy to answer all your questions!