FAQ

ORDERS

Who ships L’Envol du Colibri orders?

Orders are prepared and shipped by us.

Where are L’Envol du Colibri orders shipped from?

Products are shipped from our storage location, i.e., from our store in Namur.

I want to modify or cancel my order.

You can add or remove items from your cart as long as your order has not been validated.

Once your order is placed, it is no longer possible to modify or cancel it directly, even to add a promo code.

If you made a mistake (wrong delivery address, for example), contact us as soon as possible through our form, and we will do our best to accommodate your request before your package departs.

Can I pay by bank transfer?

If you wish to pay by bank transfer, you can contact us through our form with the details of the order you wish to place (brand, item name, color, and desired size). We will promptly send you an email confirmation with payment details.

Can I order from abroad?

Yes, you can order from abroad. Shipping costs will be automatically calculated once the delivery address is correctly provided.

Can I use and how to use a promo code (Gift voucher)?

Yes, your promo code/gift voucher has a code. The promo code/gift voucher is used in the cart during payment. Simply enter it in the "promo code" box and validate. The amount of the discount is automatically deducted from the cart.

If you encounter an issue with your promo code/gift voucher, contact us through our form.

How can I know if my order and payment have been received?

As soon as you place your order and the payment is made, you will receive a confirmation email with your invoice.

How can I know if my package has been shipped?

As soon as your order is ready, you will receive an email informing you that the package is ready to be shipped. Via a tracking code, you can track the shipment of your order.

Issue with my order

I have an issue placing my order or a question.

For any problem or question, we invite you to consult this FAQ. If you do not find the answer to your request, or you wish to ask specific questions about a product/brand, contact us at through our form. We will respond to you as soon as possible.

What are the return or exchange conditions?

If you are not fully satisfied with an item ordered from our online store, you have a legal right of withdrawal of 14 calendar days from the date you receive your order.

📩 Return procedure

Any request for a return or exchange must be made before sending the item back, via our contact form, within the 14-day period.
No refund or exchange will be granted for parcels returned without prior communication.

📦 Condition of items

Only items that are:

• new, unworn, and unwashed,

• in perfect condition,

• and returned in their original, intact packaging (unopened and undamaged)

will be accepted.

Items returned with damaged, missing, or opened packaging, or showing signs of use, will not be eligible for a refund or exchange.

🚫 Non-returnable items (hygiene reasons)

For hygiene reasons, the following items are non-returnable and non-refundable, even if they have only been opened or tried on briefly:

• Beauty and personal care products (soap, shampoo, deodorant, oils, nail polish, make-up, etc.)

• Hosiery, tights, socks, lingerie, and similar items

🏷️ Sale items

Sale items purchased online benefit from the same return conditions as non-sale items, in accordance with applicable legislation.

In our physical store, returns and exchanges are a commercial gesture and may be refused for sale items. The applicable conditions are communicated in-store at the time of purchase.

💳 Refund or exchange

Once the return has been approved by L’Envol du Colibri, you may choose:

• a refund (excluding delivery costs), or

• an exchange, subject to availability.

Return shipping costs are borne by the customer and are non-refundable.

📍 Return address

Items must be returned to the following address:
L’Envol du Colibri
Rue Haute Marcelle 20
5000 Namur
Belgium

🌱 Payment with eco vouchers

In accordance with Belgian law, payments made with eco vouchers cannot be refunded, regardless of the issuing company (Edenred, Sodexo, Monizze, etc.).

In such cases, an exchange voucher or gift card may be issued if the return is accepted.