Refund policy


Would you like to return or exchange your Products?
Please contact us at info@nelledemesmaeker.be with the following information:

  • Your order number

  • The reason for your return or exchange

This Refund Policy is an integral part of the Terms & Conditions of NELLE DEMESMAEKER and is governed by the Terms & Conditions. In case of contradiction between the Terms & Conditions and the Refund Policy, the latter applies.

Returns are accepted within 14 days from the date of delivery, in line with European consumer protection regulations.
Orders placed in December benefit from an extended return period of 30 days to accommodate the holiday season.

Exchanges

If you would like to exchange your Product for another item, we will cover the return shipping costs.
You will receive a return label and a store credit to place a new order for your preferred piece.
Any remaining value can be refunded or kept as credit for a future purchase.

Returns

If you wish to return your order for a refund, please note the following return shipping fees:

  • Belgium, The Netherlands & Luxembourg: €12

  • Other EU countries & UK: €18

  • Switzerland & Norway: €50

  • Other countries: €65

You will receive a return label by email. Once we have received and inspected your Product, the return shipping fee will be deducted from your refund.

Returns do not apply to sale items, stock sale items or personalised pieces (such as embossed items).

Please note that shipping prices do not include customs duties or import taxes for orders outside the European Union. These costs are the customer’s responsibility.

Condition of returned items

Products must be returned unused, unworn, and in perfect condition, with all original tags and packaging intact.
Returns that do not meet these conditions cannot be accepted.

Craftsmanship

Each NELLE DEMESMAEKER piece is made with care using natural materials.
Slight variations in texture or colour are part of the material’s character and are not considered defects.