Basalte

FAQ

1. What personal information does Basalte collect?

When you create a Basalte ID in order to be able to purchase a product, Basalte may collect a variety of information - including your name, shipping & billing address, phone number, e-mail address and URL. This personal information can be used to uniquely identify or contact a person. You may be asked to provide your personal information anytime you are in contact with Basalte. Basalte takes precautions - including administrative, technical, and physical measures - to safeguard your personal information against loss, theft, and misuse, as well as against unauthorized access, disclosure, alteration, and destruction.        

2. What do I need to order to have a full set?

The Eve iPad frame consists out of 2 different parts. There is the frame on the one hand and the cover on the other hand. Both parts together form a full set. We offer the possibility to order frame and cover separately, so the customer can choose between a rounded, rectangular or security cover. You will also need power to charge the iPad. This is possible with the original iPad cable or puck USB power supply.

3. Is the puck power supply included when ordering a frame?

The puck power supply is not included when ordering a frame. It is a separate product and has a separate product code. When ordering a puck, Basalte only delivers the power supply. The puck is a USB power supply providing 5V DC to power the iPad or iPad mini. The iPad is connected to the puck using the standard USB cable, supplied with the iPad. The puck requires a DC power supply  between 12V and 24V DC, which is not included. A single-gang wall box for installation is not included either.

4. What to do when during the payment processing your credit card is declined?

When purchasing goods from our online shop with a foreign credit card, you might receive a message that your credit card has been denied. When executing online overseas payments, it is important to first verify with your bank whether your credit card has been activated for this type of payments. Your bank will then make sure the security blockade will be removed. 

5. How does the puck USB power supply work?

The puck is a USB power supply providing 5V DC to power the iPad or iPad mini. The iPad is connected to the puck using the standard USB cable, supplied with the iPad. The puck requires a DC power supply between 12V and 24V DC.

6. How does Basalte use your personal information?

This personal information is necessary to create your account, organize payment and get your product shipped to you. From time to time, we may use your personal information to send important notices, such as communications about purchases and changes to our terms, conditions, and policies. Because this information is important to your interaction with Basalte, you may not opt out of receiving these communications.

7. What are Basalte's terms of payment?

Terms of payment are within Basalte's sole discretion, and unless otherwise agreed to by Basalte, payment details must be received prior to Basalte's acceptance of an order. Basalte allows you to make purchases or place orders using VISA and MasterCard. When payment cannot be executed by credit card, we would like to ask to get in contact with the company for other prearranged payment method such as PayPal. Basalte will not bill your credit card or process a transaction under your debit or check card until your order is processed. Basalte may not be able to accept credit with a billing address outside of the country site. Basalte requires the credit, debit, or check card security code for your card to protect against the unauthorized use of your credit card by other persons. The security code is an individual three or four digit number specific to your card that may be printed on the face of your card above the embossed account, or on the back of your card, on the signature panel.

8. What price policy does Basalte operate?

Basalte endeavors to offer you competitive prices on current Basalte products. Your total order price will include the price of the product on the day of order processing. Basalte reserves the right to change prices for products displayed at any time and particularly to correct pricing errors that appear.

9. What is Basalte's standard return policy?

Items ordered on the U.S. Basalte online store that arrived damaged or are incorrect can be returned to the Basalte Belgium office. There are a few important things to keep in mind when returning a product you purchased from the U.S. Basalte Online Store. You have 14 calendar days to return an item from the date you received it. Please ensure that the item you're returning is repackaged with all the accessories, adapters and documentation that were included when you received it.

10. How do I return an item?

To return an item to Basalte, contact the head office in Belgium by e-mail in order to announce your return. We will then inform you accordingly on how to proceed.

11. Which shipping policy does Basalte operate?

When executing your order, you will be informed on dealer prices. Transport cost is not included in the indicated prices. Shipment is DDP to address Inco terms 2010 VAT unpaid.  Cost for transport door-to-door will be calculated as follows:
  • ≤ 2.5 kg composed weight: $30
  • ≥ 2.5 kg composed weight: $50
  • Free of charge as off a net order ≥ $2,500  
Transport cost is inclusive import duties and handling cost - exclusive local tax/VAT.

12. What to do when I have forgotten my password?

When it occurs that you have forgotten your password, the system will automatically generate a new password when providing your e-mail address. You will then be informed by e-mail on your new password. It is possible to change your password at any time.