I.ORDER
How do I place my first order?
To place an order, you first need to create your Bellerose account:
Click on “account”, then on “register” and fill in your personal details
Choose a password and click on ‘submit’
Note that, whenever you want to log in, the system will ask you for your email address and password.
Choose the item(s) you’d like to buy, select your size, and click on "add to cart"
Once you have added everything that you’d like to order, go to your cart and click on "continue"
Complete your address
Choose a payment method and click on “Continue to shipping”
You will be directed to your payment method to complete your purchase securely. When the payment has been completed, you will be redirected to the Bellerose website automatically.
Back on the Bellerose website, click on “Complete your order”
Once validated, you will receive a confirmation email within a few minutes. This email also states your order number at the top (Order: BEL…).
Bellerose.be also gives you the opportunity to place an order without creating an account. That way, no personal data are saved, as you will order as a guest. When choosing this option, you will not have access to your order history.
Which payment methods can I use to order on your website?
You can use PayPal, Klarna, Bancontact, Maestro, Ideal, Mastercard, Visa and American Express.
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 systems worldwide. Bellerose does not have access to the confidential payment details of our customers, nor do we save these details.
Can I change or cancel my order after I have placed it?
It is not possible to change or cancel orders after you’ve placed them on our website. This means that no articles or sizes can be exchanged, promotion codes cannot be added, and addresses cannot be corrected. If you want to cancel an order, you are welcome to return the package to us once you have received it. Refunds are done within 14 working days after reception of your return in our warehouse and will be done on your original payment method. If you want to exchange an order, you can return the original parcel and reorder the desired size, color or item on our website.
The price of an item has been reduced since I placed my order.
Please understand that our prices - depending on current trends - are constantly changing. If a product is reduced in price, but you have already purchased it, we cannot give you a subsequent refund of the difference.
The item I want to order is out of stock. Will there be a restock?
Restocks are not very common at Bellerose. If we do get a restock of a certain item, it will reappear on our website.
I have a question about my order.
If you have a question about your order, do not hesitate and contact our Customer Care Service:
Phone: +32 (0) 2 481 53 87 (Monday to Friday, 9am - 4pm)
.
II.DELIVERY
Items purchased at Bellerose that are received between December 1, 2021 and December 30, 2021, may be returned through January 8, 2022. Please note that all other terms and conditions provided in the Bellerose Sales and Refunds Policy are still applicable with respect to such items purchased. All purchases made after December 25, 2021 are subject to the Standard Return Policy.
Please send us an e-mail with your order number in the title line before dropping off your parcel at a parcel shop: Shop@bellerose.be
How long does it take to receive my order?
It takes up to 3 business days to ship orders from our warehouse in Belgium.
Delivering orders currently takes up to 5 business days in Belgium. For international deliveries, it currently takes up to 10 business days to receive your order.
Note that UK orders are shipped once a week, so they will take longer to be delivered.
Can I track my parcel?
When your parcel has been shipped (up to 3 business days after receiving the order confirmation), you will receive a tracking number by email. This will allow you to track your parcel via the application or the website of our delivery partners.
Depending on the delivery partner, there can be a delay (up to 1 day) between the reception of your tracking number and the activation of the tracking number on their website. If after this time, your tracking number does not work, you can contact us at
shop@bellerose.be
For all your questions concerning the delivery, you can contact our delivery partners directly.
I can’t track my parcel. What should I do?
If you can’t track your parcel within 72 hours of receiving the tracking number by email, do not hesitate to contact our Customer Care Service on the email address
shop@bellerose.be. (We will respond within 48 working hours)
We will open an investigation with our delivery partner, quickly locate your parcel and offer you a tailor-made solution.
Can I collect my parcel in a Bellerose store?
We ship all orders out of our external warehouse and so it is not possible to collect your order in a Bellerose store. However, on our website, you can make a reservation for an item in a Bellerose store (See E INSTORE RESERVATION) and buy this article in the shop.
Can you deliver my parcel directly to a parcel shop?
The shipping address must be your delivery address; it cannot directly be a parcel shop. After placing your order, you can ask our delivery partners for delivery options (e.g., in a pick-up point), and see what’s possible for them. Bpost, UPS, GLS, PostNL, Hermes and Colissimo have their own parcel shops.
Note that for technical reasons, we cannot change your delivery address once your order has been confirmed.
To which countries do you ship orders?
We now ship to Switzerland!
We ship orders to: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, The Netherlands, Switzerland & the UK.
We are working towards expansion to other countries outside of Europe. Please feel free to contact our Customer Care Service for more information: shop@bellerose.be.
What are the delivery costs?
ITALY & SPAIN
Orders under 150 €: 20 €
Orders exceeding 150 €: Free
REST OF THE EU:
Orders under 100 €:
Belgium, Netherlands, France and Germany: 10 €
Other European Union countries: 20 €
Orders exceeding 100 €:
Free shipping for all countries within the EU
THE UK:
Orders under 300 €: Delivery costs of 30€ (shipping & taxes incl.)
Orders exceeding 300 €: Free shipping (shipping & taxes incl.)
SWITZERLAND:
Orders under 300 €: Delivery costs of 30€ (shipping & taxes incl.)
Orders exceeding 300 €: Free shipping (shipping & taxes incl.)
With which delivery partners do you work?
Switzerland ⇒ Swiss Post
III.RETURN
Items purchased at Bellerose that are received between December 1, 2021 and December 30, 2021, may be returned through January 8, 2022. Please note that all other terms and conditions provided in the Bellerose Sales and Refunds Policy are still applicable with respect to such items purchased. All purchases made after December 25, 2021 are subject to the Standard Return Policy.
Please send us an e-mail with your order number in the title line before dropping off your parcel at a parcel shop: Shop@bellerose.be
What is your return policy?
You have 14 days to change your mind. 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, Poland, Portugal, Spain, Sweden, The Netherlands & the UK.
For those countries, you can find a free return label in your order.
How do I return an item?
To return an item, fill out the return form and select the reason of your return. List the products that you want to return, add their reference number (the number that you can find on the tag) and choose one of the following categories:
Too smallToo LargeOrdered in multiple sizes.Faulty or damaged item(s)Received wrong product.Item(s) do(es) not meet my expectations.
If you can’t find the return form in your parcel, you can write the reason of your return on a blank piece of paper. This is important to us because it’s with your feedback that we can learn and grow.
Put the item(s) that you wish to return, back in its original packaging (shoe box, Bellerose box or Bellerose bag). Add the return form and pack both in a solid box (the original Bellerose box or similar). Stick the return label that came with your order on the outside of the box. Bring your return package to one of the Bpost, UPS, GLS, PostNL, Hermes or Colissimo parcel shops and send the parcel back to the following address:
BELLEROSE BELGIUM / E-COMMERCE RETURNS
INDUSTRIEZONE 6C
9770 KRUISEM,
BELGIUM
Note that you can return multiple orders within the same box. Place one return label on the outside of the package and put the other return labels inside the box.
When will I get my refund?
Refunds are done within 14 working days after reception of your return package in our warehouse and are always done on your original payment method.
Can I exchange an item that I bought at Bellerose?
Sorry, because of technical reasons, we cannot exchange items. We do want your online shopping experience to be as enjoyable as a visit in our stores and that’s why we advise you to buy several sizes if you are unsure.
You have 14 days to change your mind and return the item(s) you do not like. We will refund you within 14 working days after reception of the parcel in our warehouse.
Can I return my parcel in one of your stores?
You are welcome to return your parcel in all Bellerose stores, except for the ones in Spain.
Returns of orders paid with Klarna are not possible in our shops.
IV. E-RESERVATION IN STORE
How to proceed ?
To make an e-reservation in store,
select the item(s) that you want to purchase and click on “Reserve in Store”. Select the store of your choice (and that has the item that you are interested in) and fill in your contact details. You will be updated via email and the item(s) will be reserved for you in store for 48 hours.
A reservation is free of charge and can be done without any obligation to purchase. If you want to cancel your reservation, click on “Cancel My Reservation” in one of the automatic emails that you will receive soon after reservation.
Note that this service is only available in our own stores, and that we don’t offer this service during sales and promotions.
One item equals one reservation. You can go up to a maximum of three items (three simultaneous reservations under the same name).
V.PAY WITH KLARNA
I want to pay with Klarna, how does it work?
With Klarna, you buy now. And you pay later.
Bellerose and Klarna have teamed up to offer you new payment options. It's a safe and easy way to get what you want when you want it.
What steps should I take?
- Step 1: Add products to your shopping cart and select "Klarna" as your payment method
- Step 2: Enter some personal information, you will immediately know if you are approved.
- Step 3: Klarna will send you a confirmation email and payment reminders.
Shop now and only pay for what you decide to keep.
With this opportunity to try on clothes at home, you can buy the items you want today and pay up to 21 days after shipment. No prepayments and no interest. No interest or fees.
How do I return my order paid for with Klarna?
Follow the return instructions from Bellerose
You have 14 days to return purchased items. Make sure that the items have all the original tags and that they are not worn, washed or damaged.
Can I return my Klarna-paid order to a Bellerose shop?
For logistical reasons, it is not possible to return purchases paid with Klarna to a Bellerose shop.
Please let Klarna know that you have returned items.
Pause your payment by logging into the Klarna app. (and choose the purchase you want to return, then select "RETURN").
Check "My Klarna" for updates
Once Bellerose has updated your Klarna invoice, Klarna will inform you with the new amount paid. The processing of your refund depends on the payment method you used.
What is Klarna's policy on returns and refunds
Once Bellerose has registered your return, the refund is processed within 14 working days. If you paid for your order with a credit card, Klarna will issue the refund to the same card. If the return or cancellation is for an order that you have not yet paid for, no refund will be issued.
Does Klarna validate 100% of purchases
Klarna does not validate 100% of orders.
The aim is to promote responsible, ethical, and reasonable shopping habits.
Various factors, such as late or unpaid payments, or confirmation of financial difficulties, may prevent continued use of Klarna's services.
It can be frustrating to have a purchase rejected after being approved in the past.
How can I improve my eligibility with Klarna?
- Be a Klarna customer for several months.
- Have a positive payment history with Klarna
- Clear unpaid purchases to increase your spending limit.
- Remove one or more items from your cart. The total amount may be too high.
Good to know:
- Each purchase is a new decision. A refusal does not mean that future purchases will be refused.
- Too many purchase attempts in a short period of time can lead to a rejection (fraud prevention).
About Klarna
Pay online or in the app
View your latest purchases and pay in the Klarna app or online.
- Download the Klarna app: https://www.klarna.com/app
- Log in online: https://app.klarna.com/login.
- Chat with customer service: https://www.klarna.com/be/customer service/
Safety and security
With Klarna, you are always protected by Klarna's purchase protection policy. Modern security measures protect your information to prevent unauthorised purchases.
VI. GIFT CARD
Gift cards
We have two kinds of gift cards:
The in-store gift card can be purchased and used in our stores only.
The online gift card consists of an email with a personal code and can only be used online on Bellerose.be.
Please note that gift cards cannot be returned or refunded.
VII.GENERAL INFORMATION
Why should I create an account on Bellerose.be?
We recommend you create an account on our website in order to:
Be able to track your order.
Save your payment information for a next purchase.
Be able to view your order history.
How can I create an account?
Click on “
Account” (top right corner of Bellerose.be), then click on
“Register”Fill in your personal details, choose a password and click on
“Submit”
I forgot my password. What can I do?
Click on “Account”, then click on “Forgot your password?” and follow the steps from there.
How can I create a wishlist?
Log into your account. If you don’t have an account, first create an account, to be able to create your wishlist.
Go to the item that you would like to add to your wishlist
You will find a small
♡, left, at the bottom of the page
Click on the
♡ and it will turn red
You will then find that item in your account under
“Wishlist”To remove any item from your Wishlist, click on " ❤
remove” in your account
I want to collaborate with Bellerose
If you want a collaboration, don’t hesitate to contact us:
Phone: +32 (0) 2 481 53 60 (Monday to Friday, 9am - 12pm and 1pm - 4pm)
Email:
info@bellerose.be
How can I receive your newsletter?
Go to the bottom of the page and you will see “Subscribe to our newsletter”. Fill in your email address in the box below and click on “OK”.
