Frequently Asked Questions
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PaymentsWhich payment methods are offered?
We offer payment with credit cards, debit cards and bank transfer.Are my credit card details safe?
Your payment details will be saved on our encrypted server. Your card information will be encrypted in our system using SSL technology. This high standard of security means shopping with a card on our website is safe and secure and ensures that your data will under no circumstance be accessible by third parties.
DeliveryWhere do you deliver and how much does it cost?
We deliver worldwide using Bpost, DHL, DPD and PostNL. The shipping costs depend on where you want to have the products delivered.
- Belgium: Free
- France: €4,95
- Netherlands: €4,95
- Germany: €4,95
- United Kingdom: €4,95
- Luxembourg: €4,95
- Rest of Europe: 9,95
- Rest of the world: 19,95
Free delivery within Europe on orders above €65.
Free delivery in the rest of the world on orders above €100.How long does a delivery take?
Delivery times vary in function of the destination and the workshop workload. We finish all items by hand in our workshop in Leuven to ensure the highest quality. It can get busy at times, which can lead to a longer delivery time. Be assured that we are doing our absolute best to get your order to you as quickly as possible. We try to respect a delivery time of preferably 4 and maximum 10 working days.
Returns and exchangesHow do I make a return?
Want to return something? If you are not pleased with your purchase - it's unlikely, but it can happen - you can return one or all items you bought with us for free within 14 days after your purchase. The items should be unworn and undamaged with the original labels still attached.
As soon as we receive your parcel, we will refund you for the returned items. If you return all items, we will also refund you for the costs of standard delivery. The costs of sending the items back to us, are at your own expense.Can I exchange an item?
If the size you ordered does not fit and you want to exchange for a different size, please contact our customer service at firstname.lastname@example.org and we will help you out.What if I receive an incorrect item?
If you received an incorrect item, please contact us at email@example.com, stating your order number, the item you wrongly received, the item you should have received and whether you would like a full refund or a free replacement with the correct item. Depending on what you prefer, we will then advise you on how to proceed with the return. We will than provide you with a return label, which will allow you to send the incorrect item back to us at our expense.When should I expect to receive my refund?
We aim to refund returns as soon as they are received by us. Once the refund is issued, you will receive an e-mail confirmation. It will than take 3-5 working days for the payment to appear in your bank account or back on to your card.
VariousDo I need to create an account to place an order?
No, you can place an order without creating an account. Creating an account is just a facility we offer to enable you to:
- Store your details to save time during subsequent visits,
- Manage your billing and shipping address and personal preferences,
- Receive collection updates and exclusive promotions
We use the latest security technology to protect your personal information and safely process your payment. Our website is protected by an SSL certificate. All personal and payment information you enter at the checkout pages are therefore secured. Most browsers display a small padlock symbol on your browser to reassure you this is secure.