FAQ — Frequently asked questions
All the answers to your questions about delivery, returns, Click & Collect, payment and our stores in Brussels.
Delivery
Which delivery options are available?
Two options: Mondial Relay pick-up point (€5.90 in Belgium, €7.90 in France, €9.90 in the rest of the EU) and DPD home delivery (€8.90 in Belgium, €9.90 in France and the EU). You choose at checkout.
When is delivery free?
Delivery is free on orders over €75 in Belgium, France and the whole European Union, whichever option you choose.
How long does delivery take?
Orders are dispatched within 24 to 48 h. Allow 2 to 5 working days for delivery in Belgium, France and the EU. A tracking number is emailed to you as soon as your parcel ships.
Can I track my order?
Yes. As soon as it ships, you receive an email with the carrier's tracking link. You can also check your order status at any time in your account.
Can I change or cancel my order?
As long as it hasn't shipped, yes: email us quickly at contact@appart17.be with your order number. If the parcel has already left, simply return it to us once it arrives (see "Returns").
Do you ship outside the European Union?
Yes, we ship worldwide. A flat international rate of €29 applies outside the EU. Customs duties may be payable on delivery depending on your country.
My parcel arrived damaged or an item is missing — what should I do?
Email us at contact@appart17.be within 48 h with your order number and, if possible, a photo. We'll sort it out quickly: reshipment, replacement or refund, at our expense.
Returns & exchanges
How long do I have to return an item?
You have 14 days from the day you receive your order to return an item, no questions asked. The item must be unworn, unwashed, well packed, with its tags still attached.
How do I return an item?
It's simple: email us at contact@appart17.be with your order number, then send the item, well packed, to Appart 17, Rue des Grands Carmes 17, 1000 Brussels, Belgium — or drop it off in store, 7 days a week from 11 am to 7 pm. We refund you as soon as we receive it. See our returns policy.
Are returns free?
Return postage is at your expense — choose the carrier that suits you, ideally with tracking. Dropping the item off in store is free. Either way, we refund the item in full. If the item is faulty or we made a mistake, we of course cover everything.
When will I be refunded?
As soon as we receive your parcel, we check the item and issue the refund to your original payment method. Allow up to 14 days — it's usually much quicker.
Can I exchange an item for another size or colour?
The easiest way: return the item and place a new order for the one you'd like, so you're sure it's still available. You're also welcome to visit us in store — we'll sort out the exchange on the spot.
Can I return an online order in store?
Yes, and it's free: bring the item and your order confirmation to one of our stores on Rue des Grands Carmes, 7 days a week from 11 am to 7 pm.
Which items cannot be returned?
For hygiene reasons, underwear, swimwear and earrings cannot be returned unless faulty. Gift cards cannot be returned or refunded.
Can sale or discounted items be returned?
Yes, under the same conditions as any other item: 14 days, unworn, tags attached.
Click & Collect
How does Click & Collect work?
Select "Pick up in store" at checkout — it's free. We prepare your order and email you as soon as it's ready. Then just come and collect it at 17 Rue des Grands Carmes, 1000 Brussels, 7 days a week from 11 am to 7 pm.
Can I try on my order in store when I collect it?
Of course. If the size isn't right, we'll exchange it or refund you on the spot.
Is an item I saw online available in store?
Our stock is shared between the website and the stores, so in principle yes. To be sure before you come, call us on +32 (0)2 503 13 95: we'll check and can set it aside for you.
Payment
Which payment methods do you accept?
Credit and debit cards (Visa, Mastercard, Maestro), Bancontact, PayPal, Apple Pay, Google Pay, Shop Pay, Klarna and iDEAL. All transactions are secure.
Is payment secure?
Yes. Payments are processed by Shopify Payments and your card details are encrypted (SSL, 3D Secure). We never have access to your card number.
Do prices include VAT?
Yes, all our prices include VAT. For deliveries outside the European Union, customs duties may be added on delivery.
Sizing & products
How do I choose my size?
Check our size guide, detailed by brand. If in doubt, email us at contact@appart17.be — we know our pieces and are happy to advise.
An item is sold out — will it be back?
We receive restocks and new arrivals every week. Email us at contact@appart17.be with the item name and your size: we'll tell you whether it's coming back and let you know when it does.
Are your products genuine?
Yes, Appart 17 is an official retailer of every brand we carry (Colorful Standard, Les Deux, Rains, Selected, VILA, JDY, Komono…). Every piece comes directly from the brands or their official distributors.
How should I care for my clothes?
Composition and care instructions are on each product page and on the inside label. As a rule: wash at 30 °C and skip the tumble dryer for knitwear and organic cotton, and your pieces will last for years.
Our stores
Where are your stores and what are the opening hours?
Rue des Grands Carmes 11, 15 and 17, 1000 Brussels, a stone's throw from the Bourse. Open 7 days a week, 11 am to 7 pm.
Which store is which?
No. 17 for women, no. 15 for men, no. 11 for kids. All three are next to each other on the same pavement — homeware and accessories are spread across the three.
Account & contact
Do I need an account to order?
No, you can check out as a guest. An account does let you track your orders, see your order history and check out faster next time.
How do I contact customer service?
By email at contact@appart17.be, by phone on +32 (0)2 503 13 95, or in person at 17 Rue des Grands Carmes, 1000 Brussels (7 days a week, 11 am – 7 pm).
