You can cancel an order by contacting our customer service before the order is shipped. Cancellation is free of charge. However, it is not possible to cancel an order for a personalised item.
If the order has already been shipped, you can cancel your order by making a return as explained below.
If you are not satisfied with your order and would like a refund or exchange, you have 14 days from delivery to return your package to us via the shipping service of your choice with proof of delivery. Personalised items and all items made according to the customer's specific requests are excluded from the legal right of withdrawal and cannot be returned or exchanged.
Submit your return request via your customer account to obtain a return number and authorisation. Pack the items properly in the original packaging and include the return slip that you will have downloaded once your return request has been accepted.
Then send your package back to us with proof of delivery to the address in Belgium that will be provided to you. Once the return request has been accepted, the package must be shipped within 3 days.
After receiving and examining your package, we will proceed with the exchange or refund of your order. Items must be returned in their original condition, unworn and carefully packaged. For ties, any return will be refused if the tie has been knotted, as this can leave permanent creases in the fabric and prevents restocking. Please note that only returns authorised by our customer service will be accepted.
If you paid shipping costs when making your purchase, we will refund your order excluding shipping fees.
If you have kept part of your order, we will fully refund the value of the returned item.
Of course, if the return is due to an error in the preparation of your order, the return costs will be covered by us, provided you use the return label that our customer service will have sent you.
Please note that packages returned as "postage due", "cash on delivery" or sent to a parcel point or relay point are not accepted.
To make an exchange, you must return your order to us as explained above by requesting an exchange. After receipt and acceptance of the return, we will send you a code allowing you to place a new order on our e-shop.
If you do not wish to wait for your return to be processed before making your exchange, you can place a new order and we will refund your initial order in accordance with the conditions.
For any other questions, please contact our customer service.