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.

  • How can I return or exchange my order?

    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.

      Distrimedia
      Returns Chouffe Webshop
      Schoenstraat 14 (warehouse 5)
      B-9140 Temse

    You cannot exchange or return your order in our physical shops.
  • How many days do I have to return my order?

    After receiving your package, you have 14 days to register your return.

    Once your return has been registered, you have an additional 14 days to send your package back.
  • How are my products refunded in case I do not want a new product?

    We will complete the refund after we have received your return in good condition, and it has been validated. We aim to complete your refund within 30 working days.
  • Can I exchange a product I bought in a physical shop via the webshop?

    No, only products that are ordered through our webshop can be exchanged.
  • Can I return a personalized product or an opened item?

    No, the following products are not eligible for the right of withdrawal and cannot be returned:

    • Personalized products or items that have been specially made or modified for you.
    • Perishable products where the seal has been broken, or the packaging has been opened.
    • Products that have been visibly worn or damaged.

    Always check your order carefully before opening or using a product. If you have any doubts, feel free to contact our customer service.
  • What about the warranty on the item I purchased online?

    Duvel's purchasing department always ensures high-quality suppliers to offer you the best products. If warranty conditions need to be applied, they depend on the supplier of the specific item.

    Duvel will do everything possible to fulfill these conditions and provide you with excellent service regarding the replacement of the item.

    For more information, please refer to the Terms of Sale section.