Categories
Frequently Asked Questions
1 Account
1.1 Do I need to register before buying anything?

No, you can check out as a guest or make an account. Having an account with us will allow you to check out faster in the future, store multiple addresses, view and track your orders in your account, and more.

2 Payment
2.1 Which payment methods are supported?

We offer several methods of payment, including Bancontact, MasterCard, Visa and PayPal. All transactions are verified and secured by Mollie Payment Service Provider.

3 Returns & Refunds
3.1 What is your return policy?

A product that is purchased online can be returned within 15 days of the purchase date for a full refund in the amount of the purchase. All merchandise must be returned unused, unwashed and be accompanied by the original hang tags. The condition of the returned item is left at the discretion of Shelter Retail BV.

 

Please note that we will provide a return label free of charge.

 

Please reach out to [email protected] to initiate your return or if you have lost your return label.

 

This return policy only applies to purchases from our online store. If you are looking to return a product purchased at our store in Ghent then please visit the store with the defected item. Do not hesitate to call or e-mail us if you have any questions on the fabric or size of a product. As a company we like to work towards minimal returns both from an economically as from a sustainability point of view.

3.2 When will I get my refund?

We will initiate your refund once we have received the shipment of your return. You should receive your refund within a few business days.

3.3 The price has changed since I placed my order, can I get a refund?

Our prices can change in response to the brand's adjustments in retail pricing. We will not refund the difference if the price has changed because of this reason.

4 Shipping
4.1 Has my order been shipped yet?

Once your order has been shipped, you will receive an e-mail notifying you that it has been picked up by the courier.

4.2 How long will it take before my package gets here?

Depending on which country you live in, this may vary. Please take into consideration that busier times such as holidays could mean a longer shipping time. Contact us at [email protected] if you haven't received your order after 10 business days or have any other questions regarding your shipment.

4.3 What carrier do you ship with?

We ship all our orders with DPD.

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