Home Customer service Student

Customer service

Go to

Contact us

Study materials

Select your university or school in the drop-down menu, and continue by selecting a study programme. You will be shown a list of subjects and the books linked to these. Please note: you may have bought some of these books already, so that you don’t need to put them in your shopping trolley. Other books might be optional. You should ask your teachers as to the degree to which particular books might be relevant to the course.

No, some books are optional or recommended literature. This means that they are not compulsory, but might contain interesting information in order to study this subject. It might be best to check with your teacher if it’s advisable to order these.

We aim to offer you the most complete package available. Nevertheless, it is always possible that you have to purchase additional study materials via an external printer, via your college or through the services of your student society. You can also find study materials on the digital learning platform of the school.

It might be the case that the cover looks different to what you thought if you order it later on in the semester. When an Acco coursebook is no longer in stock, in some cases we might decide to follow a print on-demand process. This means that a coursebook is reprinted at the moment you order a copy. In order to get the printed coursebook to you as quickly as possible, we choose to work with a generic cover, with the the title visible through a panel. No need to worry, the content is the same as what your fellow students have!

Account and Share

An Acco share allows you to buy your study materials at beneficial rates and for the rest of your life! After all, lifelong learning is essential in today’s ever-changing society. Not only for students, but also throughout one’s career. An Acco share is a personal share and costs € 31, an investment that will offer you quick returns through interesting discounts. Books, coursebooks or office supplies: with an Acco share you pay less for all these essential items. And the best news? Your share is a once-in-a-lifetime purchase that stays valid long after you graduate.

You can buy a share online!

An Acco share gives you a lifelong discount:

  • 25% on Acco courses
  • 15% on Acco coursebooks
  • up to 15% on stationery and office supplies
  • up to 10% on compulsory literature and e-books

You can buy an Acco share online. As soon as you receive an email with confirmation, you can use your personal number for your purchases in the webshop. You can also buy an Acco share in our shops. In that case, you pay € 31 at the cash desk and will receive your personal card there and then.

Yes, you can also use your share online. Create an account, enter your shareholder number and the discount will be calculated (where relevant) automatically.

Do you have a number which is less than seven digits (e.g. a shareholder number of 1234)? Old shareholder numbers, from before 2014, have been standardised into a seven-digit number for use in the webshop. Just add a 9 and as many 0s as you need to create a seven-digit number (e.g. 1234 becomes 9001234). Still having problems? If so, get in touch with us via the contact form.

If you’ve lost your Acco shareholder card, you can always drop into one of our shops and ask for a new one. If you’ve left your card at home, just ask at the cash desk or counter to retrieve your number. Do you want to order online but can’t find your number? Get in touch with us via the contact form: we have your number in our database!

Yes. Old shareholder numbers have been standardised into a seven-digit number for use in the webshop. Just add a 9 and as many 0s as you need to create a seven-digit number (e.g. 1234 becomes 9001234). Still having problems? If so, get in touch with us via the contact form.

An Acco share is strictly personal. By taking out a one-off share you be entitled to a lifelong discount. As a cooperative, we work with our shareholders to ensure that your study needs stay as affordable as possible!

Yes, after 5 years you can resubmit your Acco share to Acco. In this case you will recoup more than 80% of your original investment. To do this, just drop in to one of our shops.

This can always happen! When you log in, click on ‘Forgot your password?’ and we will send you an email so that you can reset your password.

Yes, once you have created an account for ordering, if you are online you can consult your purchasing history and your orders.

Products

Of course! You are welcome to visit one of our book and stationery shops in Antwerp, Ghent and Leuven or our campus shops in Heverlee and Kortrijk. Addresses and opening times can be found here. The range of products different per shop, but you can always choose in which shop you want to buy a particular item.

Yes, you can order a printing product through our webshop. Just upload the digital file, select the requirements and we will print it for you. You can either choose to collect or have it sent to you.

Yes, you can find a selection of office equipment items in our webshop which can either be ordered for collection or can be sent to you. Do not hesitate to contact us via the contact form if you have any questions, or you are looking for a specific product! We have an extensive selection of office equipment in our shops.

Ordering

So, you’ve found the product you want. What next? Easy! Just put the item in the shopping cart. Once your shopping cart has all the items you need, you can complete the order. Enter all your details as correctly as possible and make your payment online. Your online order is then complete and you will receive confirmation from us by email.

If it’s not possible to order via your standard browser, why not try another browser? And if this doesn’t work, please describe the problem via our contact form giving us as much information as possible (a description, the URL where the problem occurred, if possible with a screenshot).

If it turns out that the item cannot be made available, we will notify you and give you a refund.

Confirmation of your order may have ended up in your spam box. Can you find it there? If not, you should contact us via the contact form.

You can cancel the online order as long as it hasn’t been sent yet. In this case, the best thing to do is to contact us via the contact form. What happens if the package has already been sent? For physical goods, you are entitled to return the item within 14 days.

Unfortunately, this is not possible. If you want to order anything extra, the best things to do is place another order.

You can cancel the online order as long as it hasn’t yet been sent. In this case, the best thing to do is to contact us via the contact form. What happens if the package has already been sent? In that case, for physical goods, you are entitled to return the item within 14 days.

Payment

All payments are made online. Transactions are processed via Ingenico, one of the leading European providers of payment services. Ingenico processes transactions on a safe payment server, encrypted for maximum privacy and protection. There are various methods by which you can pay online:

  • Bancontact/Mister Cash
  • Mastercard/EuroCard
  • Visa
  • Maestro (online transfer)
  • ING Home Pay, KBC Online, Belfius Direct Net, etc.
  • iDEAL

If you receive an error message during the payment process there may have been a temporary interruption. Often the problem just sorts itself out. We would advise you to try at a later time. If the problem persists you can contact us via our contact form.

If you choose to have your goods delivered, the invoice will accompany this delivery. If you choose to collect, we will give you the paper invoice when you come to collect. If you wish to receive a digital (pdf) version of your invoice, you should contact us via our contact form.

Delivery

Yes. We can arrange to have your package delivered through a postal delivery service. At Acco you can either choose for home delivery to have it delivered to a collection point.

The delivery costs for online orders are calculated when you add them to your shopping cart. At Acco there are different delivery options you can choose from: home delivery or delivery to a collection point.

The length of time you wait depends on the number of items you have in your shopping trolley. Our webshop will give you an indication of the estimated delivery period. As soon as you have placed an order, we will send you confirmation by email. The email will contain a summary of your order. As soon as we have arranged your package, we will send you another email listing the items being sent. You can click on a link in that email, or in your account, to track your order via the postal delivery company.

If the status of your order is stuck on ‘sender preparing item’ this can be for several reasons:

  • Your package has left our warehouse, but has not been scanned by the postal sorting office.
  • The postal service may have delays sending out deliveries which means it will take longer before they are distributed.
  • If your package has the same status for more than 10 days, it is likely it has got lost and you should contact us via the contact form.

You have received an email saying that your package is on its way, but you’ve still not received anything? It’s possible there’s a delay in the postal sorting system. If you have still not received anything after 5 working days, contact us via our contact form.

If the package has not yet been handed to the postal services, we can still change the address. Otherwise, we will see what other options are available. Please contact us via the contact form.

Check on the accompanying documents if some titles have been specified as ‘still to be delivered’. This means that the title(s) in question are temporarily out of stock and will be sent to your address at a later date without you incurring any further delivery charges. If the title has not been specified, we’ll be happy to check for you. In this case, you can contact us via our contact form.

Do you want to receive a package outside the Benelux? If so, you should contact us via the contact form and we will check what is possible for you. For digital products there are no handling or delivery charges; after you place your order, we will send an email with the necessary information.

After delivery

We will try our best to deliver your order as soon as possible. Are the delivery periods too far apart? In this case we will deliver in batches, so that you receive what you need as soon as possible. We will inform you about this by email or through your account. If you’re not sure whether a batch is on its way, you can contact us via the contact form.

If we delivered the wrong item, please let us know within 48 hours using our contact form. The wrong item can be returned with our return form. We will issue you with a return label so that you can return the item free of charge. In this case, we will send you a new copy as soon as possible.

If we delivered a damaged item, please let us know within 48 hours using our contact form, along with a photo of the damage and any damage to the packaging. The damaged item can be returned with our return form. We will issue you with a return label so that you can return the item free of charge. In this case, we will send you a new copy as soon as possible.

If we delivered an item with printing errors, please let us know via our contact form, along with a photo of the problem. The item can be returned with our return form. We will issue you with a return label so that you can return the item free of charge. In this case, we will send you a new copy as soon as possible.

In order for us to take back the item, a number of conditions must first be satisfied:

  • You are able to submit a purchase receipt, invoice or confirmation of the order.
  • The item is undamaged.
  • The item is still in its original, unopened packaging, if received in this condition.
  • The 14 days after purchase/collection have not been exceeded.

You can take the item back to one of our shops in person and you will be refunded the amount you paid in cash.

You can also choose to send the item in its original condition to Acco RETOURS, Rijweg 173, 3020 Herent with the required documents and the return form. You can find our return form here. A credit note will be drawn up for the purchase amount, and if the package was returned as a whole, also the initial costs of shipping. The costs for the return shipment will not be refunded.

If we accidentally delivered an incorrect or damaged item, please let us know via our contact form, along with a photo of the damage. We will issue you with a return label so that you can return the item free of charge.

Once we have received your return, we will try to refund the amount within 5 working days.

E-books and Sofia

After ordering you will receive an email with the link to the purchased e-book or online code. This can take up 15 to 45 minutes.

Do you have any questions about Sofia, our online learning platform? If so, please consult the knowledge base.

In addition to your order confirmation, you will also receive a separate email with your personal code for Sofia, our learning platform. To use the code, sign up or register on Sofia and validate the code.

In addition to your order confirmation, you will also get a separate email with your personal code. You will be given more information about logging in via your educational establishment.