Shipping & returns
What countries do you ship to?
We ship to: Australia, Austria, Belgium, Brazil, Bulgaria, Canada, China, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong SAR China, Hungary, Iceland, Ireland, Italy, Japan, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Russia, Singapore, Slovenia, Slovakia, South-Korea, Spain, Sweden, Switzerland, United Kingdom, United States of America.
If you wish to place an order from a country that is not on this list, please contact us with your request.
What are the shipping costs?
The shipping costs depend on the country of destination and are calculated before check-out. Shipping is always free of charge for orders over 350 euro delivered within the European Union. We occasionally offer free shipping at celebratory moments, leave your details here to stay in the know.
Which couriers do you work with?
For shipping to countries within the European Union we use the shipping services of DHL Parcel. For shipping to a selected number of other countries in Europe and to the rest of the world, we work with DHL Express.
What about payment of duties and taxes?
All orders are sent under Delivery Duty Paid (DDP) Incoterms, so no additional customs or taxes will be charged on delivery.
When will my order be delivered?
We aim to deliver your order within the number of days* shown for your country or region below, counted from the order date:
- For Belgium and the Netherlands: 2-5 business days.
- For the rest of Europe: 3-6 business days.
- For the rest of the world: 4-7 business days.
* Saturday, Sunday and Belgian bank holidays do not count as business days. During busy periods, such as the holiday season or the sale period, shipping and delivery may take longer.
If you have not received your order within the number of days shown for your country above, please consult the status of the shipment through the tracking number that you received via email. If you still have questions, do not hesitate to contact us.
What if my order is urgent?
If you have last-minute gift inspiration and do not want to disappoint that special someone, please let us know. We will double check if and how we can get your order to its destination on time. Please keep in mind that additional shipment costs may be charged.
Can I collect my order from the online store in a Wouters & Hendrix boutique?
This option will be available in our Antwerp boutique as of August 2021 .
How can I track my order?
As soon as your order has been picked up by DHL, you will receive a shipping update by email or sms containing a tracking number you can use to follow the status of your order.
- Paid: your order has been paid.
- Unfulfilled: your order has been confirmed and will be prepared for shipping.
- Fulfilled: your order has been prepared for shipping and is waiting for pick-up by DHL. You will receive a tracking notification shortly.
What do I do if I receive the wrong delivery?
If you receive a wrong or damaged package, please contact us. We will provide you with a return label and ensure that you receive a new order as fast as possible.
How can I return my online order?
If you are not completely satisfied with your online order, we offer you the possibility to exchange the jewels bought, opt for a gift card or get a refund for the goods you wish to return.
After delivery, you have the right to open the parcel and check your purchase. However, goods must be returned unused, in their original packaging. If the return does not match these terms, we will not be able to exchange or refund your purchase.
If you wish to return a jewel, please download the return form here. The form must be added to the parcel including the goods that you wish to return. You have 15 calendar days to return your purchase from the date of delivery. Once you have arranged the return, your parcel must reach us within 7 business days for returns within Europe and 14 business days for returns from the rest of the world.
You can return your order in person in one of our boutiques in Antwerp, Amsterdam, Brussels or Knokke. Discover the opening hours here. We cannot grant you an immediate refund or exchange in-store but our customer service team will follow up on your preferences. If you are unable to stop by, please return your goods, if possible in the original packaging, to the following address by registered mail:
Wouters & Hendrix
Attn: online shop
Please note that you carry all the shipping costs of the return. If you choose to return the goods via your local postal service, we advise you to ship the parcel by registered mail, insured for its full value. We strongly recommend using a shipping service with a tracking option as you are responsible for the parcel until it reaches us.
When your return package has reached us in good order, the refund will be made within 30 days with the same payment method you originally used. The initial shipping costs of your order will be refunded as well.
For any questions with regards to returning your order, please contact us.
How to exchange an item from an online order?
If you wish to exchange your order for a different style or a different size or colour, first return your original order and then place a new order for the item that you would like instead. Please follow the instructions regarding the return of your original order above or contact us.
Can I return a purchase from one of the Wouters & Hendrix boutiques via mail?
Offline orders cannot be returned via mail. They can be exchanged within 15 calendar days in one of our boutiques. Sale items cannot be returned nor exchanged.
Can I return a purchase from one of Wouters & Hendrix’ resellers via the Wouters & Hendrix boutiques or via post?
Items purchased at one of our resellers cannot be exchanged or returned in one of our boutiques.
If you have any further questions regarding shipping & returns, do not hesitate to contact us.