FAQ (Frequently Asked Questions)

The material, composition, dimensions, colours, care instructions, personalisation options and indicative lead times are listed on the product page where applicable.

Yes. Photos, mock-ups and previews are for illustrative purposes. Slight, reasonable differences in colour shade, appearance, placement, dimensions or finish may occur depending on the screen, material, manufacturing process or personalisation.

Before confirming your order, you must carefully check the texts, names, dates, sizes, addresses and images submitted, as well as the quality of the files provided.

You must hold the necessary rights to the content you submit. It must not infringe intellectual property rights, image rights or any other third-party rights.

Yes. An order may be refused, suspended or cancelled if its content is, in particular, unlawful, infringing, defamatory, hateful, discriminatory, obscene, violent, misleading or contrary to public order and accepted standards of morality.

No. The images and personalisation examples available on the website, together with the text restrictions specified for each customisable area of the relevant items, are sufficient for the Customer to envisage the final result of the personalisation.

Unfortunately, once your order is confirmed, it is automatically sent to production. It is therefore no longer possible to interrupt the process to change your personalization.

Yes. Once your order has been registered, you will receive a confirmation email containing its essential details.

Yes, particularly in cases of clearly incorrect information, suspected fraud, previous non-payment, exceptional unavailability, technical inability to produce the requested personalisation or content that does not comply with our conditions.

The applicable price is the price displayed when you confirm your order.

The available payment methods are those offered on the website when you place your order.

Online transactions are secured using the technical solutions of the payment providers used by I'M SO®. The seller does not retain bank details beyond what is strictly necessary for the transaction, subject to legal obligations.

Unless otherwise stated on the product page or when placing your order, both non-personalised and personalised products are generally dispatched within an indicative period of 7 working days. For personalised products, this period remains subject, in particular, to technical constraints and any required approval of the personalisation.

The stated times are estimates. The total delivery time depends, in particular, on the product, the level of personalisation, the destination, the carrier and busy periods.

You are responsible for the accuracy of the address provided. If a parcel is returned to us because of an incorrect or incomplete address, repeated absences or failure to collect it, you may be charged reasonable redelivery costs.

Send a clear statement of withdrawal to BDSR – Customer Service, Rue Ernest Malvoz 116, 4610 Beyne-Heusay, Belgium, or to contact@bdsr.eu. You may use the model withdrawal form attached to the terms and conditions of sale, but this is not mandatory.

After notifying us of your withdrawal, you must return the product without undue delay and no later than 14 days after sending your decision to withdraw.

You are responsible for the direct costs of returning the product, unless I'M SO® agrees to cover them.

Generally, no. The right of withdrawal does not apply to products made to your specifications or clearly personalised. Once the order is confirmed, these products cannot be returned, exchanged or refunded, except in cases of non-conformity, an error attributable to the seller, personalisation that does not match the confirmed order or damage occurring before delivery.

Generally, no, when the error results from choices you confirmed, such as an incorrect size, a spelling mistake, an incorrect image or the wrong choice of colour or variant.

The refund will be made using the same payment method used for the order, unless expressly agreed otherwise.

Subject to the conditions laid down by law, you may request repair or replacement of the product or, where this is impossible or disproportionate, a price reduction or termination of the contract.

Yes. Personalization does not affect your statutory rights in cases of non-conformity, a manufacturing error attributable to the seller, personalization that does not match the confirmed order or damage occurring before delivery.

The guarantee does not cover, in particular, normal wear and tear, damage caused by misuse, inadequate care, failure to follow instructions, modifications made by the customer or a third party, or damage caused after delivery.

If a dispute cannot be resolved directly with I'M SO®, consumers may contact the Consumer Mediation Service in Belgium using the contact details provided in our terms and conditions of sale.

No. A customer acting for business purposes does not benefit from the protections reserved for consumers, including the B2C right of withdrawal.

Generally, no. Products made or personalised for a business customer, as well as products ordered specifically for them, cannot be returned or exchanged unless there is a confirmed defect attributable to the seller or a specific written agreement.