I. GENERAL INFORMATION
Did you adapt your conditions to the current health situation?
Our stores in Belgium & The Netherlands are still open, but on appointment only. Please call to book an appointment. Our stores in France remain closed until further notice.
We’ve also enabled free shipping to most countries. In order to make returns possible for everyone, we decided to extend the return delay from 14 days to 2 months, or more if needed. In-store returns remain possible too (in Belgium & The Netherlands, on appointment).
How can I reach Bellerose?
For questions about an order placed online, you can contact us at +32 (0) 2 481 53 87 from Monday to Friday from 9am to 4pm or send us an email at firstname.lastname@example.org
For all other questions, you can contact the reception at +32 (0) 2 481 53 60 from Monday to Friday from 9am to 12:30pm and from 1pm to 4:30pm or send us an email at email@example.com.
You’re also welcome to leave us an Instagram comment with your question and we’ll get back to you as soon as we can.
How can I subscribe to yout newsletter?
Simply go to the bottom of this page where you can enter your email address right next “Subscribe to newsletter”.
How do I recover my forgotten password?
When you’re checking out of our e-shop, click on “Account”. Then click on “Forgot your password?” and take it from there.
Which payment methods can I use to order?
At the moment, you can pay with Paypal, Bancontact, Maestro, Ideal, Mastercard, Visa or American Express.
Is it safe to use my credit card on your website?
To ensure that your payments are secure, we work with Stripe. The security system used by them is one of the most reliable and secure in the world. Bellerose does not have access to the confidential payment details of our customers, nor do we save these details.
When will my order ship?
We usually ship orders in stock within 24 hrs of payment from Monday to Friday. At the very most it can take up to 4 business days.
Please note that UK orders are shipped in bulk once a week, so these will take longer to arrive.
How much do I pay for shipping?
IN THE EU:
- Free shipping for all orders over 100 €.
- Orders under 100 €:
- Belgium, Netherlands, France & Germany: 10 €
- Other European Union countries: 20 €
In the UK, post-Brexit:
- Orders under 300€: 30€ (shipping & taxes incl.)
- Orders over 300€: Free shipping
What shipping methods do you use?
For Belgium, we use Bpost.
For France, we use Colissimo.
For The Netherlands, we use Post NL.
For Spain & Italy, we use UPS.
For other EU countries, we use GLS.
For the UK, we use Hermes.
Where do you ship orders?
We ship orders to all European Union countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden & the UK.
Do you ship internationally?
For now, we only ship to the countries stated here above. We are working towards expansion to other countries. Please feel free to send us an email for more information at firstname.lastname@example.org.
Do I get a tracking number?
Yes, as soon as your order is processed and shipped, we’ll send you a tracking number.
What if my tracking number doesn't work?
Confirmation is sent when your order has been shipped, please allow up to 24 hours for this information to update. Contact us if you have more questions about your tracking number at email@example.com or by phone + 32 (0)2 481 53 87.
IV. RETURNS & EXCHANGES
What is your return & exchange policy?
During the current health situation, we decided to extend the return delay from 14 days to 2 months, or more if needed. Please ensure that the items still have all original tags and labels attached to them and that they are unworn, unwashed and undamaged.
Returns are free in the following countries: Austria, Belgium, Denmark, France, Germany, Ireland, Italy, Luxembourg, the Netherlands, Poland, Portugal, Spain, Sweden & the UK. We are working hard to enlarge this free return zone.
You’ll find a free Return Label in your order.
Please note that UK returns are sent to our UK hub, where they’re processed and shipped back to us in bulk.
If you have any questions concerning your purchase, returns or exchanges then please contact us at firstname.lastname@example.org or by phone + 32 (0)2 481 53 87.
How do I return an item?
Please send your return to the following address:
Please ensure that all items still have the original tags and labels attached to them and that they are unworn, unwashed and undamaged. Don’t forget to fill in the return form.
Put the item back in its original packaging (shoe box, plastic bag, etc.), then put it in a solid package (the original Bellerose box or similar). Proceed and place the Return Label that came with your order on the outside of your package.
Bring your return package to one of the BPOST, UPS, GLS, PostNL, Hermes or Colissimo parcel shops. Good to know: You can return multiple orders within the same box. Simply place one Return Label on the outside of the package and put the others inside.
Can I return or exchange my order via your stores?
We now also accept returns in-store, except in Spain, following the same conditions as online returns. This means you’ll be able to return or exchange in our stores.
How does it take for a refund to go through?
We will process your return as soon as we receive it, refunds are done within 2 weeks after reception of your return.
How can I reserve an item in store?
When you’re browsing online and find an item that you would like to reserve in one of our physical stores, simply click on “Reserve In Store”. Then select the store you would like to go to (and that has the item you’re interested in) and fill in your contact details. You’ll be updated via email. Please note that this service is only available in our own owned and operated stores, not multi-brand boutiques that carry Bellerose.
A reservation is free of charge and can be done without any obligation to purchase.
Reservations are not possible during sales and promotions.
How long can I reserve an item in store?
The items will be reserved for 48 hours. It’s possible to prolong this period with an extra 24 hours by contacting the store directly.
Can I cancel my e-reservation?
Sure, you can. Just click on “Cancel My Reservation” in one of the automatic emails you’ll receive.
Can I reserve multiple pieces?
Yes, but keep in mind that one item equals one reservation. You can go up to a maximum of three items (which means three simultaneous reservations).
VI. GIFT CARDS
We have two kinds of Gift Cards:
The in-store Gift Card. These can be purchased in our stores, for the value you choose. Please note that these can only be used in-store and not online.
The online Gift Card. These can be purchased online and can only be used online. Please note that (for now) the online Gift Card consists of an email with a personal code. There is no physical card yet. Gift Cards cannot be returned or refunded.