FAQ

Several types of deliveries/pick-ups are possible:

• Pick-up of your parcel at the Soumagne store via the Drive-in
• Pick-up at the Awans and Spy stores via Click & Collect
• Delivery to a relay point via Mondial Relay
• Delivery to a collection point via Bpost
• Home delivery via Bpost

1. Drive-in in Soumagne

This pick-up method is innovative as it allows you to go to the back of the Soumagne store without having to get out of your car.

But if you want to take a look at the collection, we will bring your package to the shop.

This type of pick-up is free of charge.

The preparation time for a drive-in order is approximately 24 to 48 hours.

You are notified of the availability of the order via email and SMS.

You can collect your parcel whenever you want to, during the opening hours of the shop, but please note that if you wish to return an article, the exchange period is 15 days from the receipt of the email and SMS.

2. Click & Collect Spy or Awans

Click & Collect is made in the store.

This type of pick-up is free of charge.

The preparation time for a Click and Collect order is approximately 24 to 48 hours.

You are notified of the availability of the order via email and SMS.

You can collect your parcel whenever you want to, during the opening hours of the shop, but please note that if you wish to return an article, the exchange period is 15 days from the receipt of the email and SMS.

3. Delivery in a relay point via Mondial Relay

Your parcel will be delivered via the Mondial Relay company to the relay point of your choice.

We will prepare your order the day after it is placed. Once your package is ready and taken care of by Mondial Relay, you will receive an email from us to let you know that your package has been shipped. 

The shipping costs for this type of delivery are:

• €2,50 for Belgium and Luxembourg
• €3,95 for France and the Netherlands
• €4,95 for Spain and Portugal

The delivery time in a relay point is:

• 2-3 working days for Belgium and Luxembourg
• 3-4 working days for France and the Netherlands
• 4-5 working days for Spain and Portugal

* For the orders to France that are placed from Wednesday evening onwards, the delivery time may vary as these are picked up at the Mondial Relay depot in Lille on the Monday of the following week.

You will also receive an email from Mondial Relay with a tracking link allowing you to follow the moves of your order. You will then have to go to the delivery point with your e-mail and your identity card in order to collect your parcel. 

You will have 7 days to collect your parcel from the chosen delivery point.

If your parcel is not collected in time, it may be returned to us with additional charges.

Please note that if you wish to have your package delivered again, you will have to pay the shipping costs again. 

Otherwise, with your consent, we will refund your items excluding shipping costs.

4. Delivery to a collection point via Bpost in Belgium

Your parcel will be delivered via Bpost to the collection point of your choice.

We will prepare your order the day after it is placed. Once your parcel is ready and picked up by Bpost, you will receive an e-mail from us indicating that your parcel has been shipped. 

The shipping costs for this type of delivery are €3 for Belgium.

You will also receive an email from Bpost with a tracking link allowing you to follow the moves of your order.  You will then have to go to this collection point with your e-mail and your identity card before you can enjoy your order. 

The delivery in a collection point is 2-3 working days. A 15-day deadline is left to you in order to withdraw your parcel. Past this period the parcel will be returned to our company. Once your package is back to us, we will contact you to see what you want to do. Please note that if you wish to have your parcel delivered again, you will have to pay the shipping costs again.

Otherwise, with your consent, we will refund your items excluding shipping costs.

5. Home delivery via Bpost

Your parcel will be delivered directly to your home via the Bpost company.

When you place an order via our website, we prepare your order the day after it is placed.

Once your parcel is ready and taken care of by Bpost, you will receive an e-mail from us indicating that your parcel has been shipped. 

You will also receive an e-mail from Bpost with a tracking link allowing you to follow the moves of your order.

If you are not present at the time of delivery, the Bpost tracking link allows you to choose the location of your parcel if you are absent.

The delivery time for a home delivery in Belgium is 2-3 working days.

The shipping costs are :

• €5 for Belgium

* Delivery times may vary in case of force majeure (bad weather, strikes, etc.) and during certain times of the year: sales, Black Friday, Christmas, etc.

Monday: from 2 p.m. to 6 p.m.

From Tuesday to Saturday: from 10 a.m. to 6 p.m.

Sunday: from 10 a.m. to 2 p.m.

Route de Bruxelles, 10/18 - 4340 Awans

Avenue de la Résistance 33 - 4630 Soumagne

Route de Saussin 45 - 5190 Spy

Unfortunately, it is not possible for us to know in advance the potential restock of our different articles.

This often depends on the availability of these items, from our various suppliers.

However, you can set up an alert for the desired size on our website.

You will then be notified by email when the item is available.

The preparation time for a drive-in order is estimated at 48 hours and you will receive an SMS with the number of your parcel.

If you have not received an SMS, you can check the status of your order on your customer account. 

The opening hours of the drive-in are the same as the opening hours of the Soumagne shop. 

Parcels can be picked up either in the shop or at our drive-in area bypassing our shop from the back.

It is indeed possible to reserve items, either by phone or by Messenger.

• Reservations by Messenger can be made for all 3 stores. The deadline for response is variable, as we do not know the stocks of our 3 stores.
• Telephone reservations must be made in the store you wish to buy from.

Awans store: 04/382 30 39

Soumagne store: 04/377 28 21

Spy store: 071/18 19 59

Reservations are held for 3 days.

However, we cannot reserve discounted items.

For all customer account issues, we advise you to contact our customer service.

We can be reached on 04/383 69 06

We do not have any promo codes for our website or our shops. 

We work with attractive prices all year round.

We offer different payment methods: 

In our stores: 

• Cash
• Visa
• MasterCard
• Maestro
• Contactless payment

Online: 

• Visa
• Mastercard
• Bancontact app
• Paypal

It is possible to buy a gift card on our website via the gift card tab on our website. 

You can choose between a gift card valid on the website and a gift card valid in our stores. Once ordered, the gift cards will be sent the next day for the gift cards valid in shop and the day of the order automatically for the gift cards valid online.

These gift cards are valid for one year (even during sales) on our website or in our shops depending on the type of gift card.

The gift cards are very easy to use. First of all, you should know that we have two types of gift cards: those valid online and those valid in our shops. These gifts cards are valid for one year, regardless of the time of year. 

The in-store gift cards are only valid in the 3 shops. In order to use them, you just have to go to the shop and present your gift card to our sales staff at the checkout. 

Online gift cards are only valid on our website. In order to use this gift card, you will need to enter the code shown on your gift card in the voucher box when you place your order (at the payment stage) on our website.

The packages we receive in return are generally processed on a daily basis.

As soon as we receive your return, we will refund you via the account with which you placed your order (Visa, Mastercard, Bancontact or PayPal). We can also send you a voucher to be used on our site which will be valid for one year from receipt.

You will receive an email indicating that a voucher has been generated or that the refund has been made. 

In order to be accepted, your return must respect the 15-day time limit and the article must still have its label and not have been washed.

If one or more items are not suitable, you can return them in different ways.

It is possible to exchange the item(s) in one of our shops, free of charge. Please visit us within 15 days of the date your package is available in the shop. You will need to bring your items and the invoice in order to exchange or return them to the shop.

If you wish to return the parcel to our warehouse, the return is at the customer's expense. You will have to choose your delivery company and send the items and the order invoice to the Herstal warehouse (Rue de la petite Doucette 29, 4041 Herstal). Once the parcel has been received and processed by us, the customer will receive a credit note for the value of the items returned or a refund by email. We advise the customer to regularly check his mailbox and junk mail not to miss it. It is also possible to exchange items in our stores, under the same conditions.

Before returning an item, we ask the customer to ensure that it complies with the following conditions:
 The item is as new (not machine-washed), with its label on.

In the event of a manufacturing defect, if it is found on any of your items, please contact us as soon as possible by email or via our Facebook page. We will then examine the product and proceed to a refund or exchange if the defect is deemed real.

⇒ Please note: In order for the exchange to be accepted, we must receive the item(s) within 15 days of the date of receipt of the order or availability of the order at a relay point/pick-up point.


⇒ Please note: We reserve the right not to accept a return if any of the conditions are not met. Refused returns are available at the Soumagne shop, the customer can pick them up or collect them at home for a delivery fee of €5.