Our return policy
If you wish to return your order to us, you can send us the product or products within a period of 30 days as of the date of reception of your order. Only products that were previously purchased by the Customer on the Website and then delivered to the Customer may be returned to the Seller by the Customer.
In order for you to be refunded, products must be returned to us in a resalable condition, in the original packaging, and accompanied by all instructions for use and accessories. Products must always still have their barcodes and original labels.
How to return a product?
Return in store
To return an item to a store, please come with your item in its original packaging and the return label which was contained in your package (see Return Label below). Click here to find a list of all the participating stores (marked by this icon by each participating store).
We cannot process returns sent to stores by post or courier. All returns must be made in person.
Warning: Returns made without a return label can’t be processed.
If you have lost your return label please contact customer service for a new one.
We can only accept returns to stores in the same country in which the purchase was made.
If you have items from different orders, please separate the items with the various return labels originally provided in your deliveries to help our in-store staff and facilitate the refund of your items
On receipt of the goods at one of our stores and after confirmation of the state of the products, we will exchange or even refund the amount charged to the account used to pay for the order. We reserve the right to accept or reject returned products that do not meet the specified requirements or that are considered not eligible for exchange or return.
If PayPal was used to pay for an order, we cannot refund your Paypal account. An exchange or a refund by gift card or bank transfer will be offered.
We reserve the right to refuse a refund or exchange if returned products do not meet the requirements outlined.
Return at the distribution center
To return an item, please follow the instructions on the return slip present in the parcel you received (see illustration below).
Should you lose your return label : Please contact us
Please note that products being returned must be sent to a Belgium address.
1. Carefully pack your products in a parcel of your choice.
2. Make sure that the parcel is securely sealed using adhesive tape.
3. Stick the return slip supplied with your order on the top of the parcel (see illustration above).
4. Take your parcel to a post office or entrust it to a parcel delivery service of your choice.
Products returned by the Customer to the Seller must be addressed to:
TO RETURNS FLOW TEAM
OUDEDIJK 1 - KAAI 1548
Be Careful: Products returned without the return slip cannot be processed.
If you have lost the label, contact the Customer Service department to obtain a new one.
We remind you that Products are returned at your own cost.
If you are returning items from different orders, please affix the different return labels originally supplied with these orders to the return parcel.
5. On reception of the goods at our warehouse and following confirmation of the condition of the product or products, we will refund the invoiced amount to the account used to pay for the order.
We reserve the right to accept or refuse returned products which do not satisfy the requirements set out here or which are considered not to be eligible for the return service.
Our exchange policy
We currently offer you the possibility to exchange products in store (marked by this icon by each participating store).
If you wish to exchange a product but are unable to visit a store, please return your purchase to the warehouse for a refund and then place a new order.
Damaged or faulty products
If you have to return products due to a defect or an error on our part, please contact our Customer Service department for instructions on the applicable procedure. Failure to do so means that we will be unable to refund your return delivery costs.
For further information, please consult our Terms and Conditions of Sale.