Frequently Asked Questions
Frequently asked questions
What if I need to change my order?
Once an order is processed, we are unable to make any changes to quantity, sizing, shipping option or shipping address. However, if you reach us quickly, we’ll do our best to accommodate any changes to your order if possible. The best way to amend or cancel an order is to send us an email at email@example.com
I haven’t received any order confirmation, is everything OK?
Once your order is completed, you’ll receive an order confirmation email. If you haven’t received any in your inbox, please check spam/junk folder. If you can’t find it, send us an email to firstname.lastname@example.org and we’ll send you a copy.
Can I include a personalised note with my order?
You sure can. Please add your message to the comment box at the checkout and we will make sure it’s added to your parcel.
What payment methods can I use?
We accept Visa, Mastercard and Paypal
When can I except my order?
Shipping to Belgium: Standard shipping usually takes between 2 to 5 business days* via BPost.
Shipping to Europe: Within 5 to 15 days* depending on the country of destination.
Please be aware your country’s customs policies, as customs duties may be added and collected before you are able to receive your shipment.
Shipping worldwide: We are currently working on shipping international.
* Please note that during sales and the holiday season (November/December) delivery times can be longer than stated below.
I entered a wrong shipping address, what should I do?
When entering your shipping address, please be careful to always take care and to double check. If you have incorrectly entered your address and not yet received a shipping confirmation from us, then please email us ASAP on email@example.com
If your order has already been shipped, unfortunately there is nothing we can do until (and if) your order gets returned to us.
How can I track my order?
A tracking number will be emailed shortly after purchase
For France and Luxembourg we propose to deliver our products to a parcel point. If you have chosen this option, depending of the address or the specific comment you mentioned in the purchase order, we will select the parcel point to the closest location recommended by the transportation third party. The pickup point will be notified to you as soon as the shipping order is issued.
Do you accept returns / refunds?
Should you have any issues or you are not completely satisfied with your order, please email us at firstname.lastname@example.org within 14 working days of receiving your order.
We do not accept requests for refunds but can accommodate most exchanges if contacted in time. Note: When contacting us the buyer must provide an image of the issue.
My order was damaged in transit, what should I do?
If your item was somewhat damaged in transit, please contact email@example.com so we can find a solution.
I like one of your products but I can’t find it, will you restock it?
Most of our collections are limited editions and some sell out quickly. We do not usually re-order unless something is very popular. Please check back regularly or follow us on Instagram for regular updates.
How do I choose the size for my socks?
For men, the size conversion is the following:
I have no response from the live chat, what should I do?
Our chat operating hours and the availability of our chat support may differ, especially during summer and the holiday period. Your message will be sent directly to us and a member of staff will respond as soon as possible. In the meantime, you can search our FAQ’s for an answer on your requested topic or article.
Do you take on interns?
We are always happy to help students to start their career path. Feel free to contact us at firstname.lastname@example.org .
Note: We are based in Brussels