Customer Care

Welcome to the Customer Care of the Ann Demeulemeester Flagship Store. Here you can find answers on the Frequently Asked Questions.

If you wish to ask us a question, do not hesitate to e-mail Customer Care. We aim to answer all your questions within a business day.

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Frequently asked questions

Returns

Return Policy

You can return any ordered product within 14 days of delivery, free of charge. Returns should be in their original state, unused and unwashed. In any other case, we have the right to refuse your return, and will ship the item back to you.

All returns should be sent to us in the original packaging, including the gifts and/or accessories that were included in the shipment.


When will I receive my refund?

After your return has been accepted, refunds can take up to 14 days to process. Refunds will always be issued to the original method of payment. Shipping costs will not be refunded. As soon as your return has been approved by Customer Care, you will receive an e-mail with your Credit Note, and you can find this back in the Credits & Returns section of your account.


How can I return an order?

If your shipping country is within European Union, you will find a return label in your shipping box. Affix this over the existing return label, and bring the package to a drop-off point or call for a pick-up. If you can not find a return label in your box, you can apply for a new one on the Return Page.

If your shipping destination is outside of the European Union, you will receive a return label after entering your return on the Return Page. You will receive the shipping label by mail after your return application has been approved. Note that for the return you either need your Tracking Number or order ID number. The Tracking Number you can find in your account, in the Order History & Details section. The ID number and Tracking Number can also be found in the e-mails sent to you concerning your shipment.

You can also reach out to our Customer Care, who will be happy to assist by sending you a return label and instructions.

Once your return is processed and refunded, you will receive an e-mail with your credit note. This process can take up to 14 days.

NOTE: Our new website has been launched on June 29. For returns on orders before this date, please contact Customer Care!


How can I check the status of my return?

As soon as a return arrives back with us, we will review the returned products. When accepted you will receive an e-mail with your Credit Note, which will also be available in the Credits & Returns section of your account. Within 14 days your refund will be made.

All return shipments have a tracking number. If you applied for a return shipping label on the Return page, you will receive an e-mail with the tracking number. If you used the provided return label in the box, Customer Care is able to help you track the package and will be happy to assist.

When a return does not comply to our Return Policy, we will inform you of the shipment back to you. You will receive the tracking details by e-mail.


Can I exchange an order?

Yes, but only for a different size of the same product. In order to make a size exchange, please contact Customer Care. They will ask you to return the wrong size and reserve the right size for you. Once the return has been delivered to us, we will ship the exchange size.

For a faster delivery, we recommend to make a new order for the right size, and return the wrong size. During peak periods we might not be able to handle all requests.


Shipping

How long will it take before I receive my order?

We aim to process and ship all orders made before 12h30 on the same day. Once your order has been shipped you will receive an e-mail with the shipping details. The shipping carrier will provide you with a delivery date once they have processed the parcel. All shipments are coming from Antwerp, Belgium.


Where is my order?

You can follow your order with the Tracking Number you have received by e-mail after the order has been processed. All orders are shipped with a Tracking Number that you can find in this e-mail or in the order details in your account. Go to Order History & Details, and click on Details of the order you wish to follow.

Not yet an account? Register now to enjoy the benefits.


Do I need to pay additional duties upon receiving my order?

The following countries are excluded from paying any additional customs duties:

Albania, Algeria, Andorra, Armenia, Australia, Austria, Bahrain, Belgium, Bulgaria, Canada, Chile, China, Croatia, Cyprus, Czech Republic, Denmark, Egypt, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Iceland, India, Ireland, Italy, Japan, Jordan, Kuwait, Latvia, Liechtenstein, Lithuania, Luxembourg, Macao, Malaysia, Malta, Monaco, Netherlands, New Zealand, Norway, Oman, Philippines, Poland, Portugal, Puerto Rico, Qatar, Romania, Saudi Arabia, Serbia, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sweden, Switzerland, Thailand, United Arab Emirates, United Kingdom, United States of America

For all other countries additional duties may be charged by the local customs. Further information on duties can be read in our Terms & Conditions.


What are the shipping costs?

Within the European Union standard shipping is complimentary on all orders over >€75. Deliveries can be expected between 1-3 working days.

Outside of the European Union standard shipping costs may be charged. The price is always clearly communicated in the check-out.

Express shipping costs are always charged, and are explicitly mentioned during the checkout.

NOTE: On Belgian National Holidays the Flagship Store, and therefore the online store, is closed and orders cannot be shipped.

On all other days we ship all orders placed before 12h30 local time (BE).


Can I ship to an address in a different country?

Yes, you can. In the checkout you are able to give up a new shipping address. If you have an account you can pre-select your shipping address on the website. If you don't have an account you can pre-select your shipping destination. By doing this you make sure all prices, taxes and shipping costs are correctly displayed.


Can I change my shipping address?

Once an order is shipped, the shipping address cannot be changed. If you need to change the address before we have processed your order, you can send an e-mail to our Customer Care with your order number and the new address. Note that we can not change the shipping address to a different country.

If you wish to change your address for future orders, you can either do this in the checkout before you place an order, or you can manage your addresses in your account.


Shopping

When do products labelled “Coming Soon” or "Pre-Order" arrive?

Products with the “Coming Soon” label on the product pages arrive within the seasonal delivery frame. You can add these products to your wish list and/or receive an automatic e-mail when the product arrives in store by using the "Notify me when available" button. 

Products with the "Pre-Order" label can already be ordered before they arrive. As soon as the product arrives, it will be shipped to the address given while making the pre-order. Pre-orders are charged when making the Pre-Order. If you wish to Pre-Order an item, you can always contact Customer Care for more information.


Can I get advise on the products that are online?

We are working hard on providing you with extensive information about the products you find online and in store. We understand that not all questions can be answered this way, and encourage you to e-mail Customer Care for additional information. We aim to answer all your e-mails within a business day.


Can I make reservations?

In general, reservations are not accepted.

If in special circumstances you do need to make a reservation, please contact Customer Care. The team will be able to review your request and will answer within a business day.

If you are preparing a visit to our Antwerp Flagship Store, we can review your wishlist one day before your visit to our Customer Care and make an appointment to have the available items ready in a fitting chamber.


Why is my country not available as a shipping destination?

We are not able to ship to all countries due to legal restrictions. You are only able to make an order if you select one of the available countries in the top left corner of the website. This country will represent your shipping destination.


The prices have been reduced since my purchase, can I get a refund?

We cannot refund the difference on articles that have been ordered before the price has been reduced. If the item is still in stock you can repurchase the item at the lower price and apply for a return. By sending an e-mail to our Customer Care team we can process your first order for a refund, and you can keep the item previously delivered at the lower price.


Can I get a promotional voucher?

Promotional vouchers are sometimes sent out through our newsletters. Subscribe to our newsletter on the bottom of the website, and you will automatically be updated when promotional vouchers are available. If you have a personal voucher available, you can find it in the Voucher section of your account.


Do I need an account?

You need to make an account to order on the website. Having an account gives you several advantages. You can:

- keep your address book for future orders, and easily select your shipping address before you order

- save items for later in your wish list

- receive notifications when products are re-stocked

- securely store your payment details, and review your purchase history

- follow up on your order status and credits & returns

- pre-order products when possible


Payments

How can I get a VAT refund as a visitor to the EU?

It is possible to receive a VAT refund for customers shipping their order to a country within the European Union and exporting them out of the European Union in their personal luggage, provided that the order total is higher than €125 and the customer has residency outside of the European Union.

To obtain the refund, when you order a product contact Customer Care to include a Global Blue VAT refund form with your shipment. You will need to present the purchased products together with the stamped invoice and refund form to a Global Blue desk at the airport where you leave the European Union from. You can find more information on the Global Blue website.

NOTE: After you order has been shipped Customer Care is not able to provide a refund form.


Payment methods

We accept the following payment methods:

Credit cards – Visa, MasterCard & American Express worldwide

Debit cards – BanContact, iDeal, SOFORT

Digital wallets – PayPal, AliPay


Are my saved cards secured?

In the check-out you are able to save your card for a future purchase. The card details are not saved on our website, but are secured by our partner Stripe. They follow the PCI DATA SECURITY STANDARDS (PCI DSS) protocol to guarantee security. Our company has no access to your card details.


Why are my payments not authorised?

There can be several reasons why payments are not authorised. Often a payment cannot be authorised due to restrictions on the card. More information on this can be requested at your card issuer/bank. 

Note that when a payment is not authorised, you can find the order in your order history with a "Payment Error" status. In this case, the order is NOT placed, and you will need to try again to place the order.


Aftersales and repairs

Defective product

The house offers after sales service for products purchased in the Antwerp flagship store or on AnnDemeulemeester.com.

Please e-mail your query to Customer Care, accompanied by a clear photo and a description of the issue. The team will be more than happy to assist in finding a solution.

For products bought at another retailer, service requests need to be directed back to the store of purchase. Customer Care cannot accept any responsibility for products bought at another store or for products purchased more than six months before the issue.


Alterations

The house offers complimentary alterations on all products bought in the Antwerp flagship store or on AnnDemeulemeester.com within three months of purchase.

Included in this offer are sleeve and hem length alterations and basic size alterations. Alterations that considerably reshape products are not included and may be refused or charged. All alterations on sales items and after three months of purchase will be charged the actual price of the alteration service.

Please e-mail your query to Customer Care or visit the Antwerp flagship store. The team will be happy to provide assistance and advise on the requested alteration.


Repairs

The house offers repair service for products purchased in the Antwerp flagship store or on AnnDemeulemeester.com.

Please e-mail your query to Customer Care, accompanied by a clear photo and a description of the issue, or visit the Antwerp flagship store. The team will be able to assess the product and present you the possible options.

Note that not all repairs are possible and not all replacement parts are to be found. Repairs may be charged the actual price of the repair service.


The House

Where can I find a store that stocks Ann Demeulemeester?

Our online store is connected to the flagship store in Antwerp. If you are looking for stockists in other locations, the Customer Care team has an updated list of all stockists. Please contact us with your location, and we can tell you which collections you can find in a multi-brand store in your area.