1

Your cart is empty.

Help & Support

FAQ 

How can I pay my order? 

Our accepted payment methods are Bancontact, iDeal, VISA, Mastercard, Paypal, American Express, Discover, JCB and Diners club.

What are the delivery methods and terms? 

You will find the possible delivery methods at the last step of placing your order. Here you are given the choice to collect the parcel yourself in our shop in Antwerp or pick-up point in Kontich (free) or to have the parcel delivered to an address of your choice by a Belgian postal service. For deliveries in Belgium, it will take 2 to 5 working days for the package to reach your address.

What are the delivery costs? 

During the Corona crises, shipping in Belgium is free!

0 - 10 kg
- To Belgium: free
- To the Netherlands: 8,00 EUR
- To France: 9,50 EUR
- To Germany: 9,00 EUR 

10 - 30 kg
- To Belgium: 7,50 EUR
- The Netherlands: 10,00 EUR
- To France: 15,50 EUR
- To Germany: 10,50 EUR

I received an order confirmation e-mail. Can I be a 100% sure that the order will be delivered? 

In most cases, yes. However, customers in our store in Antwerp have priority over online orders. If a customer in the store buys the same product than an online customer at the same time and this product is the last one in stock, the customer in the physical store has priority. The online customer will be contacted by e-mail as soon as possible and will be refunded or can change the order. 

I received my order but the product(s) is/are not what I expected it/them to be. I want to return it/them. How can I do this? 

You can exchange or return your item within 14 days (two weeks). Please let us know you are returning an item by sending an e-mail to hello@stay-antwerp.be right after receiving the order, so we know your delivery is coming back to us. You can return the goods to the following address. This is a temporary return address during the Corona crisis:

De Houwer - Coucke
Durletstraat 47 bus 001
2018 Antwerpen

The articles must be unworn and undamaged. Articles with make-up stains will not be accepted. For hygienic reasons beauty articles, lingerie and earrings cannot be exchanged or returned. 

Returns are at your own expense (unless we have made a mistake or there is something wrong with the product, see question ‘I received an incorrect or damaged article. What to do?’). When we receive the goods in the same condition as it left our store, you receive a voucher of the amount of the product(*). If you want to replace the product by a new one or the same product in another size or colour, place a new order on the webshop after you returned it. 

(*) We don't refund products during the Corona crisis. If you want to use your voucher as a payment method on our webshop, please contact us at hello@stay-antwerp.be and we will make sure it is valid for online use!

I received an incorrect or damaged article. What to do?

Our apologies for any damaged, incorrect or missing articles! Please contact us within 7 days via e-mail - hello@stay-antwerp.be - and we will refund or replace the product. Any return costs will also be refunded.

I would like to receive an invoice of my purchase. How can I make that clear?

When you are in the last step of your purchase, you can make clear you would like to receive an invoice by writing it in the ‘Add a note to your order’ box. The invoice will be sent to you by e-mail.

Can sale items be refunded?

Only regular priced items may be refunded in a voucher, unfortunately sale items cannot be refunded. 

 

For any other questions, you can contact us every day by e-mail: hello@stay-antwerp.be.