FAQ

FAQ

FAQ

My size is sold out, will it be back in stock?

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Hey, what a pity, you just missed it. We do our very best to restock sold-out products and sizes as quickly as possible, unfortunately this is not always possible. When a product comes back in stock, we always let you know through our newsletter and social media channels.

Don't forget to sign up for a restock alert and be the first to know. You will receive an email as soon as the item is in stock.

I have a question about the sizing?

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Please note that size and fit may vary from item to item and from brand to brand. We try to give you as much information as possible in the description of the item. Just as a reference: Magalie is 179 cm tall and our model Manon is 175 cm tall. Both are wearing size S in the pictures. Don't hesitate to contact us with any specific questions.

info@lesjumelles.be or 0032 3 664 36 26

How can I place my order?

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You can easily place your order online or via our app. Unfortunately, it is not possible to place an order by telephone or by e-mail.

1. Click on "Buy it now" once you have selected the size and colour of your item, it will then be automatically added to your shopping basket.

2. When you have finished shopping, go to your shopping basket by clicking on the icon in the top right corner. Here you will find an overview of your selected items.

3. On the bottom right you will find the subtotal. Then click on 'Check out'.

4. Fill in all your details on the left side. If you have a discount code, you can fill this in under "Discount code". Your gift card code can also be entered in the same box.

If everything is correct, you can proceed to the next step "payment". Choose a payment method. Check your order information and complete the payment

I have a discount code or gift card, how can I use it?

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You can enter your discount code at the checkout. Then click on 'Apply' and the discount will be settled. A coupon code cannot be used in combination with other coupon codes or on items in sale.

You can use a gift card during the checkout. Enter the giftcard code in the bar provided.

How do I return something?

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Not satisfied with your purchase? No worries! You have the right to return your online purchase within 14 calendar days after you’ve received it. Only the costs of return are for you.

Exchanges are not possible.

Step 1: Register 

Within 14 days after receiving your order, register your return via www.tosendr.com or use the QR code above. 

Step 2: Pack

Pack the items in their original condition and/or packaging. Place all the items to be returned in one package. Make sure to add the packing slip with your order number. 

Step 3: Send

Return shipments are at your own costs. You must request the return label with track & trace yourself from a courier service of your choice. 

Send the package to:

LES JUMELLES

Egide Walschaertsstraat 22F

2800 Mechelen

Belgium

Step 4: Refund

As soon as our distribution center has received your return, you will receive within 14 working days a refund or an adjusted Klarna Afterpay balance.

What are the payment methodes you have?

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You can pay with Belfius Direct Net, Credit Card (Visa), IDEAL, KBC/CBC Payment button, Bancontact, Paypal, Soft Banking, American Express, Klarna and Afterpay.

How can I register for a restock alert?

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Go to the product, choose your desired size and leave your e-mail address in the space provided. 

Payment methods

Payment methods

What are the payment methods you have?

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You can pay with Belfius Direct Net, Credit Card (Visa), IDEAL, KBC/CBC Payment button, Bancontact, Paypal, Soft Banking, American Express, Klarna and Afterpay.

Can I pay by gift card?

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Yes you can! You can use a gift card during the checkout. Enter your gift card number in the box provided in the right corner of the shopping basket.

Shipping

Shipping

What are the shipping costs?

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Shipping costs:

Belgium: €7,95

Netherlands: €7,95

For BE & NL: Next day delivery if you order before 11PM;

For Belgium & The Netherlands shipping is free for orders above €100.

Other countries:

Australia: €25

Austria: €18

Brazil: €30

Canada: €25

Croatia: €30

Denmark: €15

France: €10

Germany €8,95

Greece: €25

Hong-Kong: €35

Italy: €15

Luxembourg: €7,95

Monaco: €12,50

Norway: €30

Portugal: €13

Singapore: €35

South Africa: €35

Spain: €14

Sweden: €12,50

United Arab Emirates: €35

Switzerland: €55

Ireland: €10

United Kingdom: €10

Liechtenstein: €15

To which countries do we ship?

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Belgium

The Netherlands

Australia

Austria

Brazil

Canada

Croatia

Denmark

France

Germany

Greece

Hong-Kong

Italy

Luxembourg

Monaco

Norway

Portugal

Singapore

South Africa

Spain

Sweden

United Arab Emirates

United States

Switserland

Ireland

United Kingdom

Liechtenstein

Return

Return

Can I return an order?

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You have a period of 14 calendar days after you’ve received your package to cancel the contract and inform us that you will return your online order. You are responsible for the costs of the return shipment, including any customs charges. The costs depend on the shipping method you choose. Without proof of shipment with Track & Trace code, lost returns will not be refunded. This might be requested too if the items haven’t been returned on time.

Returns of online purchased items in our pop-up store are not possible.

How do I make a return?

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Not satisfied with your purchase? No worries! You have the right to return your online purchase within 14 calendar days of receipt. The costs for returning are for you.

Step 1: Register 

Within 14 days after receiving your order, register your return via www.tosendr.com

Step 2: Pack

Pack the items in their original condition and/or packaging. Place all the items to be returned in one package. Make sure to add the packing slip with your order number. 

Step 3: Send

Return shipments are at your own costs. You must request the return label with track & trace yourself from a courier service of your choice. 

Send the package to:

LES JUMELLES

Egide Walschaertsstraat 22F

2800 Mechelen

Belgium

Step 4: Refund

As soon as our distribution center has received your return, you will receive within 14 working days a refund or an adjusted Klarna Afterpay balance.

If you have any questions concerning your return please mail to returns@lesjumelles.be.

How much does it cost to return an item?

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Les Jumelles does not offer return costs. The costs depend on the shipping method you choose. This is your own responsibility.

Can I exchange an item?

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No, unfortunately it is not possible to exchange an item with us, but you can always place a new order to get the item you want. You can easily return the item you don't want to keep to us and we will refund the amount to you if the return conditions are respected.

Can I exchange or return an item purchased online in-store?

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Online purchases cannot be returned to our pop-up store. Online purchases can only be returned online. Items purchased in the pop-up can only be returned in our pop-up store.

I have bought something with a gift card, but now I want to return the item, how does this work?

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If you have paid for an order with a gift card, the amount will be charged back to your used gift card. So you can use the code again with your next order. If the purchase was made using a combination of a gift card and another payment option, the gift card amount will be refunded first to the gift card. If there is any balance remaining you will receive a refund with the remaining balance.

Have you received my return package?

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We will notify you by e-mail once we processed your return. Don't forget to send your return package with a track&trace code so you always have proof that the package has been sent.

If you have any questions concerning your return please mail to returns@lesjumelles.be.

Gift card

Gift card

Where can I buy a gift card?

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You will find our gift card in the menu bar under the category 'Shop'. Once you have chosen the amount, you can add it to your shopping basket and go to the payment page. The gift card will be sent to you by email.

Unfortunately it's not possible to receive a physical gift card unless you buy it in our pop-up store.

I have a discount code or gift card, how can I use it?

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You can enter your discount code at the checkout. Then click on 'Apply' and the discount will be settled. You can use a gift card during the checkout. Your gift card code can be entered in the same box.

Contact

Contact

How can I contact you?

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You may also email us at info@lesjumelles.be, or call us on 0032 3 664 36 26. We can be reached during office hours 09-17h Monday-Thursday. Friday from 09-15h.


If you have any questions concerning our pop-up store you can contact us by phone on 0470 91 15 19 during opening hours.

For B2B related questions please call 0032 460 96 78 23 or mail to b2b@lesjumelles.be

Complaint info:

https://consumentenombudsdienst.be/nl

https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN

Bank: IBAN: BE54 7360 6513 8897

B2B

B2B

Interested in selling Les Jumelles The Label?

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You can contact us by sending an e-mail to b2b@lesjumelles.be or calling 0032 460 96 78 23.

Please do not use our general contact number for b2b related questions.