Returns & Cancellation

Have you changed your mind? Did the product not meet your expectations or did you buy the wrong size? Then you will find all the answers to your questions here.

  • What is your return policy?

    You can simply return your item within 14 days after receiving it without any motivation. Nonetheless, we kindly ask you to mention the return reason. This way, we can keep on improving our services and goods.

  • How do I return an item?

    Returning your order is quick and easy:

    1. Visit "create a return" enter your order number and your email address, and click ‘create a return’. Select the items you may want to return and tick the box corresponding to your return reason. Then print the return form provided.
    2. Put your products, together with the return form in the box.
    3. Send your package to the address below. The costs are always for your own account. You cannot deliver your return via the Duvelshop in Puurs or via the Chouffe shop in Achouffe.

      Distrimedia
      Returns Duvel Webshop
      Industriepark Noord 5A
      9100 Sint-Niklaas
  • I have returned an item that I have purchased on the Duvel Webshop. When and how do I get my refund?

    If you wish to receive a refund, we kindly ask you to send us an e-mail to customercare.shop@duvel.com, mentioning the order number (starting with MCS) and your bank details (IBAN & BIC number). This way, we can process your refund much faster.

    We will refund as soon as we have received and processed your return. We aim to complete the refund within 30 working days. When you receive a refund, this will amount to the value of the products ordered. Shipping costs will only be refunded if you return a full order. Shipping costs for returning an order will never be refunded.

  • Can I exchange an item I bought in the Duvelshop in Puurs?

    No, only products that are ordered through our webshop can be exchanged online.

  • Can I track the status of my return?

    No, unfortunately you cannot follow the status of the return. Please keep the proof of the return in case something goes wrong, this way we can help you more quickly.