Version of 25 October 2026

Terms and conditions of sale

These terms apply to orders placed by consumers on www.racletteshop.be: raclettes, raclette platters, fondue and accompanying products, for Click & Collect or delivery in Brussels.

1. Who is selling to you?

Le Raclette Shop is a trading name shared by two companies of the WeLoveCheeses group. The seller of your order, which collects payment and issues your invoice, depends on the pickup point or delivery you choose; it is shown before payment and in your confirmation.

In these terms, “we” or “the seller” means the company that fulfils your order, and “you” means the customer.

2. Scope

These terms govern distance sales concluded with consumers through our website and its online shop. You accept them by ticking the box provided before paying. The applicable version is the one in force at the time of your order.

Purchases made at the counter of our cheese shops are not covered. Events and business orders on quotation are subject to their own terms: see the Raclette party page.

3. Products

The main characteristics, composition, weight and price of each product are shown on its product page at the time of ordering. Photos are for illustration only: the cutting, arrangement and decoration of hand-prepared products may vary slightly, without altering their main characteristics. The actual weight of a cut product may differ reasonably from the stated weight.

Our cheeses depend on the season, their ripening and deliveries from our producers. If an item is unavailable, we may replace it with a product of at least equivalent quality and value, provided that the replacement does not change the nature of the order, does not introduce an allergen you have told us about and respects your preferences as far as possible. If the change is significant, we will contact you to offer a replacement, an amendment or a refund; if we cannot reach you in time, we will make a reasonably equivalent replacement unless you have instructed us otherwise.

4. Allergens

Our products may contain, among others, milk, tree nuts, gluten, eggs, soya, mustard, celery or sulphites. Please mention any allergy or intolerance in the comments of your order and, if in doubt, call the cheese shop before ordering. Our products are prepared in a workshop where several allergens are present: the complete absence of traces cannot be guaranteed. This statement does not limit our legal liability regarding food safety and information.

5. Ordering

You choose your products, then Click & Collect or delivery, the date and time slot offered, and you enter your contact details (and your address for delivery). Before paying, a summary allows you to check and correct your order, its total price and any delivery charges.

The order becomes binding once you have accepted these terms, clicked the payment button, the payment has been authorised and the confirmation e-mail has been sent. For Click & Collect, a raclette order must include at least 2 portions (sliced raclette, baskets or fondue); a delivered order containing raclette must reach €35. Some options require a preparation time (24 hours for platters, for example): this is shown on the product page and taken into account in the dates offered.

We may refuse or cancel an order in the event of unavailability, an obvious pricing error, a payment issue, a reasonable suspicion of fraud or inability to prepare it; any sums already paid for products not supplied will then be refunded without delay.

6. Prices, promotional codes and invoice

Prices are in euros, including VAT. The applicable price is the one displayed at the time of confirmation. Delivery charges, deposits and options are shown separately before payment.

A promotional code or gift voucher applies under the conditions stated when it was issued (amount, validity, minimum spend); it is neither refundable nor exchangeable for cash, unless stated otherwise. Loyalty benefits are specific to each shop.

An invoice is sent by e-mail. If you would like an invoice in the name of a company, please say so before paying by completing the billing details requested.

7. Payment

The order is paid in full online at the time of ordering, by Bancontact, bank card or another method offered by our payment provider Mollie. We never have access to your full bank details.

8. Click & Collect

You collect your order from the pickup point indicated when ordering, on the confirmed date and within the confirmed time slot, by showing your confirmation e-mail or giving your name. Our pickup points and their opening hours:

• Uccle – La Petite Vache, Avenue Montjoie 23, 1180 Bruxelles (Tuesday – Saturday 10:00 – 18:30, Sunday 10:00 – 13:30); seller: MAJIL srl.
• Ixelles – Le Plateau du Berger, Chaussée de Waterloo 589, 1050 Bruxelles (Monday – Tuesday 10:00 – 18:30, Thursday – Saturday 10:00 – 18:30, Sunday 10:00 – 14:00); seller: MAJIL srl.
• Saint-Josse – La Petite Vache, Chaussée de Louvain 69, 1210 Bruxelles (Monday – Saturday 10:00 – 18:30); seller: La Petite Vache srl.

The time slots offered follow the opening hours and closing days of the chosen cheese shop.

Your order is kept chilled until the pickup point closes on the scheduled day. If you are running late, please let us know by phone as soon as possible. Unless we agree otherwise, an order not collected on that day is considered abandoned: because the products are fresh and specially prepared, it can be neither kept nor refunded. This rule does not apply if the failure to collect is attributable to us; in the event of force majeure, we will work with you to find a reasonable solution.

9. Delivery in Brussels

Deliveries are prepared by our cheesemongers and handed to a partner courier, within the areas offered when ordering (in principle the 19 municipalities of Brussels). Charges, any minimum amount and available time slots are displayed according to your postcode, before payment.

You must ensure that someone is present at the address given throughout the chosen time slot and provide any useful information (floor, access code, a phone number on which you can be reached). If nobody can receive the order despite the courier's reasonable attempts, it is taken back to our cheese shop in Uccle, where you can collect it the same day; a new delivery may be arranged at your expense if the condition of the products allows.

The products travel at your risk from the moment you, or the person you have designated, receive them. Check the order on receipt and report any damaged or incomplete package immediately.

Raclette machine loans are not available with delivery.

10. Changing or cancelling an order

You may request a change to or cancellation of your order up to eight hours before the preparation time stated in your order confirmation, by e-mail to hello@racletteshop.be or by phone. The request takes effect once we have confirmed it; a cancellation within this period is refunded to the original payment method.

After this deadline, purchasing, cutting and preparation may have begun: the order can then in principle no longer be changed, cancelled or refunded. We will nevertheless gladly accommodate such a request, as a commercial gesture, where the stage of preparation allows.

11. No right of withdrawal

Our raclettes, platters, cheeses, cured meats and other fresh foods are liable to deteriorate or expire rapidly, and some are made to your specifications (number of guests, composition). In accordance with Article VI.53 of the Belgian Code of Economic Law, these products are not subject to the 14-day right of withdrawal.

This does not affect your rights in any way if a product is non-conforming, defective or unfit for consumption (Article 13).

12. Storing the products

Transport your products in suitable conditions, refrigerate them as soon as possible and follow the storage and consumption advice given to you. We cannot be held liable for deterioration caused by a break in the cold chain after handover, inappropriate transport or storage, or late consumption. This does not limit our liability for a defect existing at the time of handover.

13. Conformity and complaints

You benefit from the legal guarantee of conformity. Where possible, check your order on collection or delivery and report any error, missing product or visible defect immediately. Any problem discovered later should be reported to us as soon as possible, with the order number, a description and, if possible, photos, to hello@racletteshop.be. Depending on the case, we will replace the product or refund you. This invitation to act quickly does not reduce your statutory rights.

14. Raclette machine loan

Subject to availability, we lend raclette machines free of charge, for Click & Collect only. A deposit of €60 per machine is required in cash at collection. It is returned to you when the machine is brought back within the agreed time, complete, reasonably clean and with no damage other than normal wear and tear. In the event of loss, a missing part or damage attributable to you, we may deduct from the deposit the actual and justified cost of repair or replacement; if this cost exceeds the deposit, the difference may be claimed from you on presentation of supporting documents.

15. Alcoholic beverages

The sale of alcoholic beverages is restricted to persons of legal age (16 for beer and wine, 18 for spirits). By ordering, you declare that you are of the required age; proof of age may be requested on collection or delivery, and the beverage may be refused if it is not provided. The corresponding amount will then be refunded to you.

16. Liability and force majeure

We are responsible for the proper performance of your order in accordance with the law. We cannot be held liable for any delay or failure to perform caused by force majeure (major breakdown, supply shortage, disaster, severe weather, decision by the authorities, etc.). In that case, we will inform you as soon as possible and refund any products that cannot be supplied. Nothing in these terms limits your mandatory rights as a consumer.

17. Customer account

You can create a customer account to view your orders, invoices and loyalty cards, and to reorder easily. You log in with a code sent to your e-mail address: please make sure it is accurate and personal to you.

18. Personal data

Your data are used to process your order, its payment, its collection or delivery, its invoicing and our communications with you. Everything is explained in our privacy policy.

19. Evidence

Confirmation e-mails and the data recorded by our ordering system constitute evidence of transactions, unless proven otherwise. If necessary, check your spam folder.

20. Governing law and disputes

These terms are governed by Belgian law, without depriving you of the protection of the mandatory rules that apply to you. If a problem arises, please contact us first: we will seek an amicable solution. Failing that, you may contact the Consumer Ombudsman Service free of charge (North Gate II, boulevard du Roi Albert II 8, 1000 Brussels, consumerombudsman.be). Disputes that cannot be settled amicably fall within the jurisdiction of the courts competent under the statutory rules.

21. Final provisions

If any clause is declared void, the remaining clauses continue to apply. Failure to exercise a right immediately does not constitute a waiver of that right. Any change to these terms does not apply to orders already confirmed.