Enjoy free returns in Belgium on all your orders!

Frequently asked questions

Select the item of your choice in the size you want and click on "add to cart".

Continue shopping by repeating the same operation. When you are finished shopping, click on my cart in the right corner of your screen and login.

If this is your first visit, create an account and fill in your name, billing and shipping address. Then choose your delivery method.

Confirm your order and proceed to payment.

You can pay your order by debit card (Bancontact / Mister Cash) or by credit card (Maestro, Visa, MasterCard).

Your order is confirmed. This confirmation is also sent to you by e-mail.

If you haven't received the confirmation email, check your junk mail first (spam).

You have several possibilities to pay your purchases. No matter what payment method you use, all our transactions are encrypted to guarantee you an ultra secure payment.

Debit card: Paying with Mister Cash/Bancontact is fast, simple and secure.

Credit card: Maestro, Visa and MasterCard are accepted.

Edit my order : Unfortunately, once the order is confirmed, it's not possible to modify.

Cancel my order : You can always cancel the item(s) in your order until it has been shipped.

We invite you to quickly contact our customer service with your order number:

  • By phone at 065/40.88.98
  • By mail : customercare@delcambe.be

We will refund the cancelled item(s) as soon as possible.

I received an e-mail telling me that the item I ordered is out of stock.

We are sorry if you have received an e-mail saying that one or more items you ordered are out of stock.

You receive this email when it turns out that the article was no longer available. We will then refund the item, including any shipping costs.

Example: I bought a sneaker in size 37. Unfortunately, at the time of shipping my order, the sneaker is no longer available. My order is immediately cancelled and I receive a full refund to my bank account or credit card. I receive an e-mail informing me of the cancellation of my order and the refund.

Restocking of items.

We put back on sale products not removed in stores or returned by customers. It's possible that the items will be available again. Don't hesitate to come back to the site later.

An item is missing from my order.

1. Check first that you haven't received an email from our customer service telling you that the item is out of stock. A credit note will be added to your invoice.

2. It's possible that your order is too big and was sent in two packages with one day of delivery in between.

If this is not the case, we invite you to contact our customer service with your order number:

  • By phone at 065/40.88.98
  • By mail : customercare@delcambe.be

The item received is wrong or defective.

If your item is wrong or defective, you can:

1. Go to the Delcambe store of your choice with the item and explain the situation to our sales staff.

Or

2. Contact our customer service at customercare@delcambe.be with your order number, a short description and some pictures.

Your request will be considered within a maximum of 10 days from the day of receipt of the protest.

The VAT number can be removed or added during step 2 (Delivery) of the order process. Simply check the "Change billing information" box below the shipping address and add your company name and VAT number.

In a Delcambe store

You can get your order delivered to the Delcambe store of your choice.

You will receive a text message as soon as your package is available and you can pick up your package during the store's opening hours.

At home

You can have your order delivered to an address of your choice.

If the delivery address is in the name of a company, clearly indicate the name of the company and also mention your name.

We deliver to any address in Belgium, France, Luxembourg, the Netherlands and Germany.

In a pick-up point

By default, you will find the list of the points closest to your home, but you can also search in another area.

As soon as your order is available at the pick-up point, Bpost will notify you by e-mail or SMS.

We deliver to a pick-up points in Belgium, France, Luxembourg and the Netherlands.

In a parcel locker

You can also choose to have your order delivered to an automatic package dispenser in Belgium, open 24/7. Bpost will notify you by email or sms when your package is available.

Home Delivery Delivery in pick up point Parcel locker
Bag of more than 25€ Free Free Free
Bag of less than 25€ 5€ 4€ 4€
Home Delivery Delivery in pick up point
Bag of more than 25€ 4€ 1€
Bag of less than 25€ 9€ 6€
Home Delivery Delivery in pick up point
Bag of more than 25€ 2€ 1€
Bag of less than 25€ 7€ 6€
Home Delivery Delivery in pick up point
Bag of more than 25€ 2€ 1€
Bag of less than 25€ 7€ 6€
Home Delivery
Bag of more than 25€ 2€
Bag of less than 25€ 7€

The estimated preparation time for orders is 1 to 5 working days. To this one, it's appropriate to add the delivery time of the carrier (bpost) which is approximately from 1 to 4 days and consultable directly just here: Bpost

As soon as your order is sent to the carrier (Bpost), you will receive a shipping confirmation e-mail with a Bpost tracking link.

If you didn't receive the confirmation email, check your junk mail first.

If you haven't received your package within 7 days of our shipping confirmation email, we invite you to contact our customer service at :

  • By phone at 065/40.88.98
  • By mail : customercare@delcambe.be

After validation of your order, we can modify or correct for you the delivery address as long as the order has not yet been shipped.

If you want to change the delivery address, please contact our customer service at 065/40.88.98 or by email at customercare@delcambe.be and mention your order number.

Return in a Delcambe store.

Go to the Delcambe store of your choice to drop off your item. The return is free.

Return by mail.

Nothing more simple, stick the return label on your package, insert the return form completed and deposit it in the postal system.

The return of an item is at the customer's expense except in the case of an obvious quality defect or error in the content of the order.

The return of your item to any Delcambe store is free.

For a return by mail, nothing more simple. Stick on the return label and drop off the package at the post office, pick-up location or automatic distributor of your choice.

The return shipping cost is :

From Belgium

3€

From the Netherlands, Luxembourg or Germany

5€

From France

7€

The cost of returns is free of charge in cases where the return is due to an obvious defect in the merchandise, a difference between the merchandise ordered and delivered or an error attributable to the seller and if the return meets the conditions for acceptance of returns and refunds.

You have a withdrawal period of 14 calendar days from the day after the delivery of your online order to return the products purchased that do not suit you either by dropping them off free of charge in store or by sending them back by mail at your expense.

If the items are returned on time and in perfect condition, the return will be accepted and only the purchase price actually paid will be fully refunded within an indicative period of 14 days from receipt of the package.

The right of exchange or refund applies only if the items are returned in perfect condition, complete and without any trace of shocks, scratches, wear, friction, malfunction and no obvious trace of use.

In order to reduce the risk of damage during the return, we suggest that you pack the items in their original packaging.

Return to store

After verification and acceptance of the return by our sales staff, you can choose between a voucher, an exchange or a refund. This will be done directly in cash (depending on the store's cash register) or by bank transfer made within 10 working days.

Return by mail

After receiving your package in our warehouse, you will receive an e-mail informing you if the return is accepted. As soon as this e-mail is sent, we will proceed with the refund within 10 working days.

Exchanges are only allowed in one of our Delcambe stores

From the date of receipt of your order, you have 14 days to make your exchange directly in the store of your choice.

You can book up to 3 pairs in the Delcambe store of your choice with no obligation to buy.

  1. Log in or register.
  2. Choose your item, select the size and click on
  3. Select the Delcambe store of your choice.

When your reservation is available in store, you will receive an SMS.

Your pair remains at your disposition for 5 working days. After this period, your reservation will be cancelled and the pair will be put back on sale.

The selling price of a pair reserved in store is the price applied on the day of the purchase and not the one of the day of the booking.

I received an e-mail informing me that the item I reserved is out of stock

We are sorry if you have received an email indicating that one or more reserved items are out of stock.

You receive this email when it seems that the article was no longer available.

Restocking of items.

We put back on sale products not removed in stores or returned by customers. It's possible that the items will be available again. Feel free to come back to the site later and make a new reservation.

You can join our loyalty program only by asking for your card in one of our Delcambe stores.

With our loyalty card, you can earn 5% of the total value of your purchases. This loyalty program is valid in our Delcambe stores but also on our website.

When you purchase your 8th item, you will receive an immediate discount of 5% of the amount of the previous 7 purchases.

This benefit only applies to items purchased at full price, excluding sales and promotions.

Before you can benefit from our loyalty program on our website, you must link your physical loyalty card to your Delcambe online account.

When you make a purchase on the site, after confirming your cart, you will be asked to log in to your account or to create a new one and associate your loyalty card.

You will then be asked to enter :

1. Your loyalty card number: the number is on the back.

2. Your PIN: Your PIN is printed at the bottom of every receipt issued in-store, when the loyalty card has been used.

If you are not in possession of a receipt from a Delcambe store, you can obtain your PIN code via the contact form below or by email at customercare@delcambe.be specifying your name, first name and loyalty card number.

This is a one-time only process. All future logins to your account will have your purchases charged to your card.