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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
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.
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.
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 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 are 2 options:
1. In Clarysse’s Fabriekswinkel. Make sure to take your order and receipt with you.
2. Via courier. If your order is damaged, inaccurate or incomplete, we will refund any returning costs.
Otherwise, the return cost will depend upon your location and the size of the package. For the precise amount, please inquire with your postal or delivery service provider.
Fill out the online return form and add it to your package: https://clarysse.com/en/return-policy
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 or 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 is damaged, inaccurate or incomplete, we will refund any returning costs.
Otherwise, the return cost will depend upon your location and the size of the package. For the precise amount, please inquire with your postal or delivery service provider.
Fill out the online return form and add it to your package: https://clarysse.com/en/return-policy
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 or 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.
What are the gift certificate terms and conditions?
By using a Clarysse gift card, you accept these gift card terms and agree to comply with them. These terms apply to all gift cards issued by Clarysse.
1. Each gift card has a unique code. Each gift card/unique code is issued only once. You must keep the gift card (including the code) safe. In the event of theft (including unauthorized third-party use of the code) or loss (including accidental deletion of emails), no compensation will be provided. Only original gift cards and codes can be used and must be provided to Clarysse upon request. Clarysse reserves the right to accept a gift card only after receiving the original gift card, i.e., the email sent by Clarysse, and to demand payment in cash in the case of improper use.
2. To use a gift card, place the selected products in the "shopping cart". Before proceeding to checkout, enter your unique code in the "Discount Code" field.
3. The nature, value, duration, expiration date, and/or any applicable specific usage conditions are stated on the gift card or in the communication (email) in which the code is included. Each gift card is valid for a specified period; after the expiration date, the gift card cannot be used.
4. Gift cards cannot be used for outstanding orders.
5. Gift cards or their remaining value cannot be exchanged for money.
6. The value of the gift card must be used in a single order. A code can only be used once, which means it is not possible to spread the value of a gift card over multiple orders.
7. Only one gift card can be used per order. If you have multiple gift cards and wish to use them all, you must split your order and enter one unique code per order.
8. If the total amount of the order exceeds the value of the gift card used, the difference must be paid using one of the other payment methods: cash, VISA, Bancontact, iDEAL, KBC, Belfius, ING, Mastercard, or Maestro.
9. It is not allowed to alter, counterfeit, undermine, or otherwise affect gift cards or their functioning (including hacking).
10. Any (attempted) fraud or other unauthorized actions will be recorded and result in the denial of the use of gift cards.
11. It is not permitted to use gift cards for commercial purposes or any purposes other than those for which they are issued.
12. These gift card terms may be changed from time to time. We recommend that you review the gift card terms before each use. By continuing to use gift cards after changes take effect, you accept the revised gift card terms.
13. If you have any questions or comments about the use of the gift cards or encounter problems redeeming them, please contact our customer service as soon as possible (B2C@clarysse.com). Clarysse will address your email as soon as possible.
1. Each gift card has a unique code. Each gift card/unique code is issued only once. You must keep the gift card (including the code) safe. In the event of theft (including unauthorized third-party use of the code) or loss (including accidental deletion of emails), no compensation will be provided. Only original gift cards and codes can be used and must be provided to Clarysse upon request. Clarysse reserves the right to accept a gift card only after receiving the original gift card, i.e., the email sent by Clarysse, and to demand payment in cash in the case of improper use.
2. To use a gift card, place the selected products in the "shopping cart". Before proceeding to checkout, enter your unique code in the "Discount Code" field.
3. The nature, value, duration, expiration date, and/or any applicable specific usage conditions are stated on the gift card or in the communication (email) in which the code is included. Each gift card is valid for a specified period; after the expiration date, the gift card cannot be used.
4. Gift cards cannot be used for outstanding orders.
5. Gift cards or their remaining value cannot be exchanged for money.
6. The value of the gift card must be used in a single order. A code can only be used once, which means it is not possible to spread the value of a gift card over multiple orders.
7. Only one gift card can be used per order. If you have multiple gift cards and wish to use them all, you must split your order and enter one unique code per order.
8. If the total amount of the order exceeds the value of the gift card used, the difference must be paid using one of the other payment methods: cash, VISA, Bancontact, iDEAL, KBC, Belfius, ING, Mastercard, or Maestro.
9. It is not allowed to alter, counterfeit, undermine, or otherwise affect gift cards or their functioning (including hacking).
10. Any (attempted) fraud or other unauthorized actions will be recorded and result in the denial of the use of gift cards.
11. It is not permitted to use gift cards for commercial purposes or any purposes other than those for which they are issued.
12. These gift card terms may be changed from time to time. We recommend that you review the gift card terms before each use. By continuing to use gift cards after changes take effect, you accept the revised gift card terms.
13. If you have any questions or comments about the use of the gift cards or encounter problems redeeming them, please contact our customer service as soon as possible (B2C@clarysse.com). Clarysse will address your email as soon as possible.