Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at webshop@stijnhelsen.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at webshop@stijnhelsen.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at webshop@stijnhelsen.com.
SHIPPING & RETURNS - STIJN HELSEN WEBSHOP
RETURN ADRES:
Helsen Warehouse,
Havermarkt 7-9 (4th floor)
3500 Hasselt - Belgium
Article 1: Complaints
Any visible damage and/or deficiencies in quality of an item, or other deficiency in the delivery (i.e. lack of conformity), must be reported immediately and at the latest within fourteen days from the date of delivery, on the penalty of forfeiture of any right (OR with complete loss of all rights in case of late reporting)..
The consumer has the right to inform Bvba Flanders Fashion Consulting that he renounces the purchase, without payment of any penalty fees and without stating his/her motive, within fourteen calendar days from the day following the delivery of the product, by means of registered letter addressed to Bvba Flanders Fashion Consulting. The direct costs for returning the product to Bvba Flanders Fashion Consulting by the consumer shall be borne by the consumer, unless the delivered product does not comply with the description in the offer or the obligation to provide information was not met by the seller.
Article 2: Warranty
Under the Law of 21 September 2004 with regard to the protection of customers in consumer sales, the consumer has legal rights. The statutory warranty period of two years is fully valid from the date of delivery.
Defects caused by accidents, negligence or improper use (by the user him/herself or by third parties), are not covered by the warranty, and as such they cannot be regarded as a lack of conformity.
In the case of defects to items that were purchased online and delivered to the customer’s home, the customer shall first contact the customer service (webshop@stijnhelsen.com) after which the customer must return the item (including proof of purchase) at his/her expense to the Stijn Helsen webshop. Address: Helsen Warehouse, Havermarkt 7-9 (4th floor), 3500 Hasselt, Belgium.
The User must clearly indicate where the article is defective. The warranty service of the seller will subsequently contact the supplier of the products, who shall make a decision on whether the defect exists and if this is covered by the warranty. If this is not the case, the products will be returned unrepaired to the user.
Shirts are equipped with a ‘removable tag’ which, once removed, will invalidate all the customer’s rights to complaints/return/exchange.
Once this tag is removed, it can no longer be re-attached to the shirt.
Any defect must be reported within fourteen days from the delivery date. After that, all rights to repair or replacement will expire.
Article 3: Renunciation period
The provisions of this article only apply to customers who purchase items online in their capacity as consumer.
The consumer has the right to inform the company that he/she renounces the purchase, without payment of any penalty fees and without stating his/her motive, within 14 calendar days from the day following the delivery of the product.
Customers who wish to make use of the right of renunciation must contact the customer service (webshop@stijnhelsen.com) within 14 days after delivery and return the goods to the Stijn Helsen webshop. Address: Helsen Warehouse, Havermarkt 7-9 (4th floor), 3500 Hasselt, Belgium, at their own expense, within 20 days from the delivery of the goods. Goods with a retail price of 100 Euro or more, must be returned to us by courier (DHL, FedEx, etc.). The direct costs for returning the goods to the Stijn Helsen webshop by the consumer are fully borne by the consumer, unless the consumer can prove that the delivered product does not comply with the description in the offer.
Only items that are still in the original, undamaged packaging, along with all accessories, an unopened tag, manual and invoice or proof of purchase, can be taken back.
Will not be taken back under any circumstances:
- wrongly used, soiled, damaged or incomplete items
- entirely or partially worn items
- items of which the packaging (or part of it) was opened
- items of which the tag was removed
- items that cannot be returned due to their nature
Article 4: Customer service
The customer service can be reached by telephone at the number +32 (0)11 77 13 10, by e-mail to webshop@stijnhelsen.com or by regular mail to the following address: Stijn Helsen webshop, Adres: Helsen Warehouse, Havermarkt 7-9 (4th floor), 3500 Hasselt, Belgium.