Return and refund policy

How can I return my online order?

If you are not completely satisfied with your online purchase, 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. We do not accept returns or offer exchanges on archive sale or exclusive one-off items.

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
Callensstraat 39a
2600 Berchem
Belgium

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 14 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 regard to returning your order, please contact us.

Please note that our return policy for online orders does not apply to in-store purchases. 

How can I withdraw from my online purchase? 

You may exercise your right of withdrawal within 14 calendar days of receiving your online purchase.

To exercise your right of withdrawal, please use our online withdrawal form.

Withdraw from your purchase

• If your order has not yet been shipped, we will cancel your order and refund your payment.
  
• If your order has already been shipped, our standard return process applies. Please follow the return instructions below to send the jewellery back to us. Your refund will be processed once your return has been received.

Certain products may be excluded from the right of withdrawal. Please refer to our Terms & Conditions for full details about your right of withdrawal and any applicable exceptions.

Can I return a purchase from one of the Wouters & Hendrix boutiques by mail?

In-store purchases cannot be returned or exchanged by mail.

If you are not completely satisfied with your in-store purchase, we are happy to arrange an exchange or issue a gift card within 15 calendar days after purchase in one of our Wouters & Hendrix boutiques. We do not accept returns or offer exchanges on sale or archive sale items.

 

Can I return a purchase from one of Wouters & Hendrix’ resellers via the Wouters & Hendrix boutiques or by mail?

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.