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Frequently asked questions
How may we help you?
How can I contact the helpdesk?
Do you have a question or do you need help?
Contact our customer service via telephone or email:
+32 51 46 03 13
B2C@julesclarysse.com
Our helpdesk is available from Monday to Friday:
Mon–Thu: 8.30h–12h & 13h–17h
Fri: 8.30h–12h & 13h–16h
Contact our customer service via telephone or email:
+32 51 46 03 13
B2C@julesclarysse.com
Our helpdesk is available from Monday to Friday:
Mon–Thu: 8.30h–12h & 13h–17h
Fri: 8.30h–12h & 13h–16h
Can I reserve an article at Fabriekswinkel?
It’s not possible to reserve an article in Fabriekswinkel. When you place an order in our web shop, you pay online, but you can pick up your order at Fabriekswinkel.
The article I’m looking for is no longer available. How do I know when it’s available again?
Our online collection is often restocked. Unfortunately, we can’t let you know when an article will be available again. We recommend you try again later.
Where can I find more information on a specific product?
All information on a specific product can be found on the corresponding product page. If you’re looking for more information, feel free to send us an email on B2C@julesclarysse.com.
When will my package arrive?
We’re doing everything we can to deliver your package as soon as possible. Your package should arrive within 2-4 working days after you placed your order.
Can I trace my package?
You can trace your package with the tracking number you received in bpost’s confirmation email.
Do I have to pay shipping costs?
Sending a package (to a Belgian address) costs €4,95. If you order over €50, we'll send your package for free. If you pick up your package at Clarysse's Fabriekswinkel, there will be no shipping costs.
Can I adjust or cancel my order?
Unfortunately, you can’t adjust or cancel your order once you’ve placed it. Do you want to swap the product(s) you ordered? You can do so up until 3 weeks after you placed your order.
How do I know when I can pick up my order at Fabriekswinkel?
If you chose to pick up your parcel at Clarysse’s Fabriekswinkel, we’ll let you know via email when your order is ready. Pick-up is only possible during opening hours (Tue–Fri: 9h–12h & 14h–18h / Sat: 9h–12h). If you’re unable to pick up your products within 3 weeks, we’ll have to put it back in stock.
Do you want to pick up your package after the 3 weeks’ notice? That’s possible, but we’ll have to check whether the products you ordered are still available. If they are, we are required to charge an administrative cost and possible price rises.
Do you want to pick up your package after the 3 weeks’ notice? That’s possible, but we’ll have to check whether the products you ordered are still available. If they are, we are required to charge an administrative cost and possible price rises.
I was not at home when the courier came to deliver my parcel. What do I do now?
If you weren’t home when the courier stopped by, s/he probably left a note in your mailbox. Here you’ll find when you can pick up your package at the nearest pick-up point.
I would like to activate a discount code. How can I do that?
Activating a discount code is easy. Just before you proceed to checkout, you’ll get an overview of your basket. If this looks alright, you can fill in the discount code at the bottom of your screen. After that, you can proceed to checkout.
Can I pay my online order when I pick it up at Fabriekswinkel?
Unfortunately, an online order can never be payed at Fabriekswinkel. You pay at the online checkout for both home delivery and pick up.
Can I pay via bank transfer?
It’s not possible to pay via bank transfer.
What are the available payment methods?
You can safely pay your order with the following payment methods: VISA, Bancontact, iDEAL, KBC, Belfium, ING, Mastercard & Maestro.
My payment was accepted, but I didn’t receive a confirmation email. What do I do now?
We send you a confirmation mail for every order you place. Did you not receive it? Check your spam folder first. If our email isn’t there either, you can send us an email on B2C@julesclarysse.com.
I received a damaged, inaccurate or incomplete order. What do I do now?
Firstly, we want to sincerely apologise. Damaged, inaccurate or incomplete orders can be reported to our customer service via the return form, up until 3 weeks after you received it. Make sure to report this before you return anything. Clearly indicate your order number, let us know what went wrong and add an image if possible. We’ll do everything we can to solve this problem as soon as possible and will take on any return costs made.
Inaccurate orders can only be returned when all products are still in their original state, including packaging and labels. For hygienic reasons, none of the articles may be washed nor used upon return.
Inaccurate orders can only be returned when all products are still in their original state, including packaging and labels. For hygienic reasons, none of the articles may be washed nor used upon return.
Can I return an item?
You can return an order up until 3 weeks after the sending date. There’s 2 options:
1. In Clarysse’s Fabriekswinkel. Make sure to take your order and receipt with you.
2. Via courier. If your order isn’t damaged, inaccurate or incomplete, we won’t refund any returning costs. Fill out the online return form and add it to your package.
Orders can only be returned when all products are still in their original state, including packaging and labels. For hygienic reasons, none of the articles may be washed nor used upon return.
Keep in mind that most of our products are made of cotton, a fibre that naturally slightly shrinks when washed. Make sure to always read the washing instructions. Read our tips on washing towels correctly to keep them soft.
1. In Clarysse’s Fabriekswinkel. Make sure to take your order and receipt with you.
2. Via courier. If your order isn’t damaged, inaccurate or incomplete, we won’t refund any returning costs. Fill out the online return form and add it to your package.
Orders can only be returned when all products are still in their original state, including packaging and labels. For hygienic reasons, none of the articles may be washed nor used upon return.
Keep in mind that most of our products are made of cotton, a fibre that naturally slightly shrinks when washed. Make sure to always read the washing instructions. Read our tips on washing towels correctly to keep them soft.