From where are you shipping?
All packages are sent from Brussels. We do not do dropshipping. The stock is in our own home.
Do you ship worldwide?
Yes, as much as possible with our carriers! If there is an unexpected problem shipping to your country with the shipping service you chose at the time of your order, you will be notified as soon as possible. If an alternative shipping method cannot be found, your order will be cancelled and refunded. If there is no shipping option for your country, please contact us email@example.com.
What are my shipping options?
Withdrawal at RE-LEAF in Brussels, delivery to the address of your choice and delivery to a collection point. We are working with Bpost, DPD, Mondial Relay, UPS and DHL. Depending on the carrier and the country, you will have the choice between home delivery and/or delivery in a relay point.
How long will it take to ship my order?
Most orders are shipped within 3 business days. Please allow extra time during peak periods and contact us if you need a rush order.
What happens after my order is shipped?
After confirming your order and paying online, we will send you an e-mail with a tracking number (sometimes these go to junk mail so don't forget to check there before reaching out). It will allow you at any time to follow your package.
Tracked shipments in Belgium should arrive within 24-48 hours, and tracked shipments in Europe usually take 1 week to arrive, sometimes 2 depending on the country and time period. For shipments outside of Europe, please allow 1 to 8 weeks for your order to arrive, as delivery speed depends on location and customs clearance. Shipping via UPS is considerably faster (approximately 3-7 business days) and is our recommended option for any rush orders outside of Europe.
I haven't received my order?
Send an e-mail firstname.lastname@example.org to let us know when we have passed the deadline so that we can quickly make sure your package is not lost.
If you have tracked shipping, please keep an eye on your tracking! If there are issues with delivery and your order is returned to sender, we will not be able to issue a refund until the order is returned.
What currency are your prices in?
All products are listed in EUR. You can head to Google and search for ex. '50 EUR in USD'.
Will there be added duties to pay upon delivery?
Orders shipped outside the European Union may be subject to duties or VAT. Payment of these import duties and taxes is the full responsibility of the international customer. You will therefore be responsible for payment of taxes and duties upon delivery of the order.
We do not cover customs fees, duties and taxes that are regulated and issued by your government. Unfortunately, these fees are beyond our control and will not be calculated at checkout. We recommend that you contact your local customs office for information regarding these fees.
If you refuse delivery of your order due to customs fees, your package will be considered abandoned and disposed of by the carrier and therefore your order will not be refunded.
I've received the wrong order?
If your order doesn't look right, please send an email to email@example.com with more information.
I've received a faulty item?
Please email firstname.lastname@example.org if you've noticed a faulty product in your order directly or maximum 48 hours after receipt of your package. Please take clear pictures and send them to us with your request.
Can I exchange/return an item?
You have a period of 14 days from receipt of your order to return at your expense your purchase. Note that the products you have purchased must not have been worn and must be returned in their original condition with the original label and packaging to obtain a refund or exchange.
Items purchased during sales (sales, private sales, pop-up store and flash sale) or with a promotional code cannot be refunded or exchanged.
How to proceed for refund or exchange?
Send an email to email@example.com to let us know that you want to return your order. Mention in this email your name and surname (or name and surname of the buyer), the reference of the order and a description of the product or products you want to return. It's also important to mention if you want a return (and therefore a refund) or an exchange.
We will send you an e-mail with the label to print and paste on your package. The amount of delivery will be deducted from your refund. Deposit your package at the collection point of your choice.
We will send you an e-mail to notify you when you have been refunded. Allow about 7 to 10 business days to give us the time to process your return package.