Shipping and returns

Found something you like online? Find out everything you need to knwo about the delivery of your order and how to return an item easily here.

1. Receiving your order

You can have your online order delivered to your home or collect if free of charge from one of our Filou & Friends shops.

1.1. Home delivery

We aim to dispatch your order within 1 working day of receiving your payment.

For Belgium, the Netherlands and Luxembourg, the delivery charge is €5. Orders of €75 or more qualify for free home delivery. In the other countries listed below, you'll benefit from free home delivery on orders of €150 or more.

Weekends and public holidays in Belgium and the destination country are not included in the stated delivery time.

If you are not at home when your order is delivered, your parcel can be left at the specified collection point.

1.2. Free delivery to a Filou & Friends shop

Would you prefer to have your order delivered to one of our shops? This is completely free of charge.

Your order will be delivered to the shop you selected when placing your order within a maximum of 6 working days. As soon as your parcel is ready, we'll send you an email.

We'll hold your order in the shop for 2 weeks. After that, the order will be cancelled.

2. Returning your order

2.1. Returning an online purchase

Not quite what you were looking for, or have you ordered the wrong size? No problem.

You have 14 calendar days from receipt of your online order to let us know that you wish to return an item. Once you've notified us of your return, you have a further 14 calendar days to return the item.

You can choose from tow options:

Returns via the online shop:

Please register your return via your personal account and then send the items back to us. You are responsible for the return shipping costs.

Registering a return is easy:

1. Log in to your personal account on filoufriends.com.

2. Go to My Orders.

3. Select 'Register a return' for the relevant order.

4. Select the items you wish to return.

5. You will receive a return confirmation by email.

6. Enclose this return confirmation with your return parcel and send the parcel to our head office.

Items returned via the online shop cannot be exchanged directly. One a valid return has been processed, you will receive a refund.

Free returns via Filou & Friends shop

Bring your items to one of our shops. You won't be charged any return delivery costs.

In-store, you can choose to:

• exchange for another item;
• refund via the original payment method; The shop will accept your return and forward it to our head office. Once the return has been processed, the amount will be refunded via the payment method you used for the online purchase. The refund will therefore not be issued directly in-store.
• a voucher for the value of the returned items.

Would you like a refund? The shop will send your return to our head office. Your return will be processed there and you will then be refunded via your original payment method.

A Filou & Friends voucher is valid indefinitely and cannot be exchanged for cash.

When will I get my money back? In the case of a valid return, we will refund the amount due via the original payment method.

2.2. Returning a purchase from a Filou & Friends shop.

Did you buy your item in one of our physical sotres? If so, different terms and conditions apply to online purchases.

We offer the option to return an item within 14 calendar days of purchase:

• to exchange for a different size; or
• to convert into a voucher.

Purchases made in a physical shop are non-refundable, unless we are legally obliged to do so.

If the size you want is no longer available, you will receive a voucher for the value of your purchases. This voucher is valid indefinitely and cannot be exchanged for cash.

2.3. When will my return be accepted?

We can accept your return provided that the item is in good condition and you have only tried it on or examined it, just as you would in a shop.

Please therefore bear the following mind:

• handle the item with care;
• do not wear or use the item for longer than is necessary to try it on and evaluate it;
• preferably leave the original tags and labels attached to the item
• keep your proof of purchase.

If an item has been used further and has consequently lost value, a reduction in value may be applied.

Gift cards and credit balances cannot be exchanged for cash.

3. Is there a problem with your order?

Is there a problem with an item, have you received the wrong delivery, or do you have any other questions about your order?

We'd be happy to help.

Please contact our customer service team at info@filoufriends.com.

For the full legal terms an conditions regarding orders, delivery, returns, the right withdrawal and the warranty, please consult our Terms and Conditions.