Customerservice

Hi!

Have a question or you need some help? Contact our customerservice by:

 

- Fill in the form on this page

- Send an e-mail to customerservice

- Call us on +32(0)5/242.65.39

- Slide into the DM's on our Facebook

- Or pass by in our shop in Brussels (Adolphe Maxlaan 3, 1000 Brussel)

1 Ordering & Delivery
1.1 Do I need to register an account to order products?

No, you can easily proceed as a guest to order and checkout products.

1.2 Why has my order been cancelled?

It is always possible that somebody else simultaneously has ordered the same product causing your requested product to be out of stock.

1.3 Do you send to PO boxes?

No, we currently only ship at address.

1.4 Do I get a notification when my parcel is shipped?

Yes, after processing your payment and preparing your products. You will always receive a notification through e-mail when your parcel is shipped.

1.5 I haven't received my order yet, what now?

If something exceptional went wrong with our package courier, it could be that your package has not been delivered yet. Check it with your tracking number where it currently is and if it isn’t lying at the postoffice.

If your package ended up in another country or you didn’t receive a tracking number please contact customer service.

1.6 What do I do when I receive the product but I'm actually not sure about my purchase or size?

Purchases can be exchanged within 14 calendar days. To return products, you will need to inform us within 7 calendar days. Otherwise we will not be able to accepts returns.

Used or damaged products products can not be returned. Returning costs as the responsibility of it, is on behalf of the customer.

For further information, see "Return & Exchange".

1.7 I filled in an incorrect address, what now?

It’s the customers responsibility to check if all the information you gave us is correct. You will receive an order confirmation by e-mail, please check this thoroughly for any errors. If it states the wrong delivery address, please contact customer service as soon as possible.

1.8 What do I do if I did not receive the product I ordered?

We try our best to carefully process each order but unfortunately a mistake can happens. When you receive the wrong size, color, product or there's missing a product, you can return it and we'll cover the charges.

For further information, see "Return & Exchange".

2 Payment
2.1 How can I pay?

We accept Visa, Mastercard, Maestro, iDeal and Bancontact.

No fees will be charged using the above mentioned options of payments.

2.2 Do I receive an order confirmation?

Yes, after your order, we will send out an automated order confirmation with all the information. Didn't receive one? Firstly check your spamfolder, if not please contact customerservice and we'll gladly help you out.

3 Return & Exchange
3.1 How long do I have to return products?

Your returnpackage needs to be shipped within 7 calendar days upon approval.

3.2 Have you received the products which I have returned?

Once we received and processed your return, you will be notified by e-mail. On your account, you can also check the status of your return.

We suggest to return products with a Track & Trace code, that way you are sure that your return will make its way back.

3.3 When will I get the refund for the products which I’ve returned?

The refund can only be made in the same way that payment was made for the order. This will usually be within 5 working days after your return of goods has been processed. Depending on the method of payment and the bank or financial service provider, it may take a little longer.

3.4 Will my return costs be refunded?

No, returning costs are for the customer unless it's a damaged product or wrongly sent product.

3.5 Can I return a sales article?

No, unfortunately it is not possible to return sales articles.

3.6 I've received my order and it's damaged

Please contact customerservice as soon as possible. To ease up the process, add some pictures to clarify the issue.

Afterwards we will send you a returnlabel and we will replace your product with a new one if still in stock. If not, we will do a refund.

3.7 I have worn/ wore or used the product already and I actually want a different size or don't want it

Unfortunately we can't help you with this problem.

It's the customer who has to inspect and try the product when they receive it. Worn products or products without their original packaging, tags are not eligible for exchange or refund.

3.8 How do I return a product?

You can always return or exchange your products, free of charge, in one of our stores. If this doesn't work for you, you can request a return through your account (For further information, see "Return & Exchange"). If you choose to return the products, the return costs are for the customer.

Please always make sure to return the product in its original shippingbox and packaging, accompanied with its documents upon delivery.

Please note: The refund always takes place in the same way that you have paid. It is not possible to get cash back in the store.

 

All returned products need to be sent to: Overheet 19D, 9290 Berlare, België

3.9 I would like a different size of the product I have ordered

Purchases can be exchanged within 14 calendar days. To return products, you will need to inform us within 7 calendar days. Otherwise we will not be able to accepts returns.

Used or damaged products products can not be returned. Returning costs as the responsibility of it, is on behalf of the customer.

For further information, see "Return & Exchange".

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