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Help & Support


How can I pay my order? 

Our accepted payment methods are Bancontact, iDeal, VISA, Mastercard, Paypal, American Express, Discover, JCB and Diners club.

What are the delivery methods and terms? 

You will find the possible delivery methods at the last step of placing your order. Here you are given the choice to collect the parcel yourself in our shop in Antwerp (free) or to have the parcel delivered to an address of your choice by a Belgian postal service. For deliveries in Belgium, it will take 2 to 5 working days for the package to reach your address, for deliveries in the Netherlands, France or Germany it will take 3 to 7 working days.

If you choose to pick up your order in our store, you must come and collect it within 14 days (two weeks). If the package is not collected within this period, we will be forced to cancel your order and refund your money. 

What are the delivery costs? 

0 - 10 kg
- To Belgium: 4,95 EUR
- To the Netherlands: 8,00 EUR
- To France: 9,50 EUR
- To Germany: 9,00 EUR 

10 - 30 kg
- To Belgium: 7,50 EUR
- The Netherlands: 10,00 EUR
- To France: 15,50 EUR
- To Germany: 10,50 EUR

I received an order confirmation e-mail. Can I be a 100% sure that the order will be delivered? 

In most cases, yes. However, customers in our store in Antwerp have priority over online orders. If a customer in the store buys the same product than an online customer at the same time and this product is the last one in stock, the customer in the physical store has priority. The online customer will be contacted by e-mail as soon as possible and will be refunded or can change the order. 

I received my order but the product(s) is/are not what I expected it/them to be. I want to return it/them. How can I do this? 

You can exchange or return your item within 14 days (two weeks). Please let us know you are returning an item by sending an e-mail to hello@stay-antwerp.be right after receiving the order, so we know your delivery is coming back to us. You can return the goods to the following address: 

STAY Boutique Bar
Nationalestraat 49
2000 Antwerpen

The articles must be unworn and undamaged. Articles with make-up stains will not be accepted. For hygienic reasons beauty articles, lingerie and earrings cannot be exchanged or returned. 

Returns are at your own expense (unless we have made a mistake or there is something wrong with the product, see question ‘I received an incorrect or damaged article. What to do?’). When we receive the goods in the same condition as it left our store, we will refund you. If you want to replace the product by a new one or the same product in another size or colour, place a new order on the webshop after you returned it. 

I received an incorrect or damaged article. What to do?

Our apologies for any damaged, incorrect or missing articles! Please contact us within 7 days via e-mail - hello@stay-antwerp.be - and we will refund or replace the product. Any return costs will also be refunded.

I would like to receive an invoice of my purchase. How can I make that clear?

When you are in the last step of your purchase, you can make clear you would like to receive an invoice by writing it in the ‘Add a note to your order’ box. The invoice will be sent to you by e-mail.

For any other questions, you can contact us every day by e-mail: hello@stay-antwerp.be or by phone: +32 3 334 55 41 from Tuesday to Saturday from 10AM until 6PM.

Can sale items be refunded?

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.