For a list of countries where we ship to, see below. If you are visiting our e-shop from a country that does not appear in this list and you wish to place an order, then please contact us with your request at email@example.com.
Australia, Austria, Belgium, Brazil, Bulgaria, Canada, China, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong SAR China, Hungary, Iceland, Ireland, Italy, Japan, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Russia, Singapore, Slovenia, Slovakia, South-Korea, Spain, Sweden, Switzerland, United Kingdom, United States of America.
What are the shipping costs?
The shipping costs depend on the country of destination and are shown before check-out. Shipping is free of charge for orders over 250 euros for delivery within Belgium, the Netherlands and all other countries within Europe we ship to. We do not offer free shipping for delivery to other countries in Europe and to the rest of the World.
Which shipping services do you use?
For shipping to all countries within the EU region we use the shipping services of DHL Parcel.
For shipping to a selected number of other countries in Europe and to the rest of the World, we use the services of DHL Express.
What about payment of Duties & Taxes?
All orders are sent under Delivery Duty Paid (DDP) Incoterms, so no additional customs or taxes will be charged on delivery.
When will my order be delivered?
We aim to deliver your order within the number of days shown for your country or region below, counted from the order date.
Belgium, Netherlands - orders will be delivered within 2-5 business days.
Rest of Europe - orders will be delivered within 3-6 business days.
World - orders will be delivered within 4-7 business days.
Delivery rules and restrictions:
Saturday, Sunday and Belgian bank holidays are not classed as business days.
We aim to ship orders placed up to Monday 10am on Tuesday, orders placed up to Wednesday 10am on Thursday, orders placed up to Thursday 10am on Friday. Therefore, orders placed after the cut-off time on Thursday will only be shipped on next week’s Tuesday.
During busy periods, such as the holiday season or during the sale, shipping and delivery may take longer.
If you have not received your order within the number of days shown for your country above, then please consult the status of the shipment through the tracking number that you received before contacting us at firstname.lastname@example.org.
What happens if my order is urgent?
If your order is very urgent then please let us know in advance at email@example.com. We will sort out if we can ensure that your order gets to its destination in time. Please keep in mind that additional shipment costs may be charged.
Can I collect my order from the e-shop in a Wouters & Hendrix store?
We do not offer the possibility to collect your order in one of our Wouters & Hendrix stores.
How can I track my order?
As soon as your order has been picked up or dropped off, you will receive a shipping update by e-mail or sms containing a tracking number which you can use to track your order on the forwarder’s website. You can also track your order through 'my account'. Select order history to check your order’s status.
Paid: your order has been paid.
Unfulfilled: your order has been confirmed and will be prepared for dispatch.
Fulfilled: your order has been prepared for dispatch and is waiting for pick up or drop off.
What do I have to do if I receive a wrong delivery?
If you are not completely satisfied with your order, Wouters & Hendrix is happy to offer you the possibility to exchange goods, to receive an electronic gift voucher or to get a refund for the goods you wish to return.
After delivery, you have the right to open the parcel and check your purchase. However, goods must be returned unused, in their original packaging. If the return doesn’t match our terms, we will not exchange or refund your purchase.
If we receive the goods in perfect condition, we will send you an electronic gift voucher or refund its full value (shipping costs paid when ordering incl.) through the payment method that you originally selected. Please note that Wouters & Hendrix commits to refund your purchase within 30 days. For more information, see our Terms & Conditions.
How do I have to return my order?
If you wish to return a jewel, please go to 'my account', sign in to your customer account and download the return form. If you have chosen not to create a customer account with your order, you may also download the return form here.
The return form must be added to the parcel including the goods that you wish to return. You have 15 calendar days to return your purchase from date of delivery.
We offer the possibility to return your order in person through one of our flagship stores in Antwerp, Amsterdam, Brussels or Knokke. However, it is not possible to grant you an immediate refund. Find the opening hours of our stores here.
If you are not able to come by, please return your goods to the following address:
Please note that the customer carries all the shipping costs of the return. You can choose your own shipping method for the return. If you return the goods by using your local postal services, then we advise to ship the parcel by registered mail, insured for its full value. Wouters & Hendrix strongly recommends to return your purchase using a shipping service with tracking option as you are responsible for the parcel until it reaches us. Please, when possible, use the original packaging when sending the items back.
How long do I have to return my order?
You have 15 calendar days to return an order, calculated from the day following the delivery of the goods. Once you have arranged the return, your parcel must reach us within 7 business days for returns within Europe and 14 business days for returns from over the rest of the World.
How does an exchange work when I return my order?
If you wish to exchange your order for a different style or a different size or colour, you have to return your original order and place a new order for the item that you would like instead. Please follow the instructions regarding the return of your original order.
How much does it cost to return my order?
This will depend on the shipping service that you choose. Please note that the customer carries all the return costs.
Will the shipping costs be refunded if I return my order?
The shipping costs will only be refunded if you have received goods, which were not the goods you ordered or if the goods were damaged upon arrival.