Delivery, returns and exchanges

Delivery

 

Orders are processed as quickly as possible within a maximum of 3 days (excluding weekends and holidays).

You will be informed by e-mail of the shipment of your order and you will receive the tracking number of your package.

 

FROM BELGIUM

 

All deliveries will be made :

 

For orders over 60€ :

Free in shop (Huy - Liège - Namur)

Free of charge via Bpost

 

For orders under €60 :

3.50 € at a relay point

5.90 € home delivery

 

The indicative routing time is 24 hours.

 

FROM FRANCE

 

All deliveries will be made via Colissimo:

Or at home: 5,90 €

 

The indicative routing time is 72 hours.

 

FROM THE NETHERLANDS, LUXEMBOURG, GERMANY, ENGLAND:

 

All deliveries will be made by the post office of the country concerned:

Or at home: 5,90 €

 

FROM ITALY, SPAIN, DENMARK, SWEDEN:

 

All deliveries will be made by the post office of the country concerned:

Or at home: 10 €

 

FROM ANOTHER COUNTRY

 

All deliveries will be made by the post office of the country concerned:

Or at home:   € 15

 

Attention: customs fees can be applied during deliveries outside Europe. These costs are borne by the buyer.

 

NOTE : In case when placing the order, the customer sends an encoding error in his address, the parcel will be sent back to the original address. Factory Store disclaims all liability for any additional costs incurred in returning this package to the customer. A transfer of the value of shipping costs will be claimed again, otherwise the package will not be returned and the customer will be refunded. It will be the same for unclaimed parcels in relay points.

 

Returns

 

You have a period of 14 days after receipt of your order to request the return of items that do not suit you  and request a refund.

 

Returns are free* for Belgium.

*(excluding products on sale and/or having benefited from a promotional code and for orders with a kept amount is less than 60 euros  > see "returning items on sale")

Ask for your return label at [email protected]

 

Returns are subject to a fee for France:

A fee of €5.90 will be deducted from the refund, excluding postage.

Ask for your return label at [email protected]

 

For other countries, items will be returned at the buyer's expense to the following address:


Factory Store
Rue Neuve 19
4500 Huy
Belgium

 

All you need to do is return the items, preferably in their original packaging, with the return label and the purchase invoice. Once the items have been received, you will receive an e-mail confirming the return and the refund will be processed within 14 days.


Returns are also possible in our boutiques (Huy, Namur and Liège), for free.

 

Returning items with a discount and order with a kept amount under 60€

Returns are at the buyer's expense, regardless of the country for :

- All discounted items during sale periods

- All items that are part of any occasional promotional discount (black friday, midseason sales, cyber monday).

- All items in the Outlet section of our website.

- All orders where the kept amount of goods is under €60.

 

Note: For these items, France and Belgium ONLY can request a return label at a cost of €5,90 which will be deducted from the refund.

 

How to return an item:

 

  1. Notify [email protected] that you wish to return one or more items, mentioning the order number and the references of the product to be returned. For France and Belgium, ask for a return label.
  2. Stick the label obtained by return e-mail on the parcel to be returned and drop it off at a post office of your choice.
  3. We will proceed with the refund within 14 days

 

Trades

 

We do not make standard exchange of unsuitable items except in the physical shops.

To get a new size, another model or another color, you will need to re-order.