Shipping policy

Exemption and legislation

Since 21 September 2024 (or strictly speaking: 31 March 2024), Belgian law (Art. VI.45/2 WER) requires webshops to offer consumers at least two different delivery methods, of which at least one must be environmentally friendly (e.g. parcel locker, collection point).

Exceptions are possible (e.g. start-ups less than 3 years old, unique delivery methods for large or perishable goods, in-store collection only).

Shipping & delivery

All orders are processed and shipped with care via our trusted transport partners. Once your package is on its way, you will automatically receive a tracking link. The customer is responsible for correctly entering address details and for collecting or tracking the package in a timely manner.

Delivery methods

For deliveries within Belgium, we offer the following two options:

Home delivery via our partners My Parcel and DPD.

Parcel locker or collection point (for example DPD Pickup or other PUDO locations) — this is our environmentally friendly delivery option.

Collection at Ilse de Beauté

Consumers can select their preferred method during the ordering process. We clearly state costs and any delays, and consciously give the customer freedom of choice.

Delivery times

In stock: we aim to dispatch your order within 2 working days.

Out of stock: usually delivered within 7 working days.

We communicate clear timeframes in the confirmation and notify customers promptly of any deviations.

Shipping costs and additional information

All shipping costs (per method) are displayed transparently and before the order is placed, including VAT.

Any restrictions, such as mandatory delivery to residential addresses or additional costs at collection points, are clearly stated prior to ordering.

Cancellation, changes and customer choice

Prior to shipping, you can still cancel or change your order free of charge via our contact form or customer service.

After shipping, you can contact DPD My Parcel or DPD Pickup directly to request a change or redirection of the shipment.

Environmentally friendly delivery option

Our collection point/parcel locker option significantly reduces CO₂ emissions — studies show a reduction of approximately 30% compared to standard home delivery.

We encourage customers to choose this option for a more sustainable order.

International deliveries

For international shipments, policies and delivery times may vary by country. We will inform you of this during checkout.

Customs charges, specific items or additional permits may be required depending on the product.

Legal information and consumer rights

We provide all legally required information prior to ordering: product characteristics, total price including shipping costs, delivery methods and right of withdrawal.

Customers have the right to a 14-day withdrawal period after receipt of the product, unless excluded by law.

The statutory 2-year guarantee on physical non-consumable goods is respected.

Uncollected packages

When a package is not collected at the collection point or cannot be delivered due to incorrect or incomplete address details, it is automatically returned to us. In that case, the following conditions apply:

1. No automatic refund We do not refund spontaneously. A refund is only issued when the customer contacts us about this.

2. Shipping costs are not refunded The original shipping costs are not refunded, as this service was correctly carried out.

3. Return costs are charged Any return costs charged by the carrier will be deducted from the amount to be refunded.

4. Administrative fee (€10) For the processing, administration, unpacking and restocking of uncollected packages, we charge an administrative fee of €10. This is offset together with the shipping and return costs upon refund.

5. Have the package resent? Would you still like to receive your order? That is possible. We will resend as soon as the new shipping costs (and, if not previously settled, the administrative fee) have been paid.

6. Storage period Uncollected packages are kept for 30 days for reshipment. After this period, the package will no longer be held separately and the order will be considered abandoned. The customer can still request a refund of the product cost, with shipping, return and administrative costs deducted. A refund is only issued at the customer's request.

Error by Ilse de Beauté When the return is the result of an error on our part (e.g. incorrect address entered by us, wrong product shipped, damage during shipping), we will of course cover all costs and all charges mentioned above will be waived.

Contact Do you have questions about shipping or uncollected packages?