FAQ - Frequently Asked Questions

For questions not answered here, please contact Matriks/Designladders at +32 471 62 53 82 , Thursday through Saturday, 12:00 PM to 6:00 PM. You can also send an email to tomvanderbeek@matriks.be

The answers shown below are general for online purchases.

1. Safety and use

Are Lucano ladders safe to use?
Yes. All Lucano designer ladders from Hasegawa are made of sturdy aluminum and have a load capacity of 102 kg. They remain upright independently when folded, which provides extra ease of use and safety.

What sizes are there?
The collection includes 1-step, 2-step, 3-step, and 4-step models. There are also wider versions of the 2-step and 3-step for added stability.

What colors are available?
All models are available in black, white, red, and dusty mint . The wide versions are available in black and white.

2. Ordering and payment

How can I pay?
Payments in the Matriks/Designladders webshop are processed by Shopify Payments. You can choose from Bancontact, iDEAL, Visa, Mastercard, Maestro, PayPal, Belfius Direct Net, or bank transfer .

3. Delivery and collection

Which products can be picked up or delivered?
All products can be delivered or picked up. You'll see during the ordering process whether delivery charges apply.

How much are the shipping costs?
Within the Benelux, shipping over €100 is free. For orders under €100 or packages larger than the standard Bpost/DPD dimensions, shipping costs will be charged. You will see the exact cost during the checkout process.

Where can I have it delivered?
Delivery is possible to your address, another address (such as work or gift address), or to a collection point/parcel locker of DPD, Bpost or UPS.

When will I receive my order?
After shipping, you'll receive an email confirmation with track & trace. Delivery within Belgium is usually within 3 business days.

4. Returns and Warranty

When can I return my product(s)?

  • Unopened in original packaging, no later than 14 days after receipt.

  • In case of a defect, incorrect delivery or transport damage.

What procedure do I follow for a return?
Send a message with your order reference to tomvanderbeek@matriks.be. You will then receive a confirmation with instructions.

Which costs are reimbursed?

  • In case of a return at your request: the original shipping costs are not included.

  • In case of defect or damage: return costs via regular mail will be reimbursed.

Do the ladders have a warranty?
Yes. All Hasegawa Lucano ladders come with a standard warranty against manufacturing defects.

5. Contact and distribution

Where can I buy the Lucano ladders?
Matriks is the official distributor for the Benelux. You can find the complete collection online or in our store in Antwerp:
Korte Nieuwstraat 4, 2000 Antwerp.

Can I order multiple ladders at once?
Yes, we also supply larger quantities for projects or businesses. Contact us for a quote.