FAQ about returns

We use a returns portal where you can register your return. You can find your order using your postal code (from the billing address) and order number. Then, indicate which items you'd like to return and download the return label. Purchases from Brooklyn.be can be returned by mail within 30 days of receipt or you can RETURN FOR FREE at one of our Brooklyn shops*.

You can access the returns portal via this link.
You can also find the returns portal in your account under 'my orders'.

*The basic condition for accepting a return is that the item is in its original state, hasn't been worn, and all original brand tags are still attached. Brooklyn may refuse or not refund returned goods if the original packaging has been opened or if the products have been damaged by the buyer. If you have any doubts about our return policy, feel free to contact us at shop@brooklyn.be. We're happy to help you further.

You can always RETURN FOR FREE in one of our stores. Visit a store near you within 30 days of receipt.

Prefer to send it by mail? You can!

- Free return by mail (within Belgium) -> choose a gift card as a refund in the returns portal. You will receive the gift card by email upon receipt of your return, and the card remains valid for 3 years.

- Return with refund via bank transfer -> in this case, the shipping costs are at your own expense. You can purchase the return label in the returns portal when registering your return.

The return costs are as follows;

• Belgium: € 5.70 for a return shipment
  
• Netherlands: € 6.50 for a return shipment
• Luxembourg: €6.50 for a return shipment
• France: € 8.50 for a return shipment
• Germany: € 7.50 for a return shipment

Yes, if your item is in its original state, has not been worn, and all original brand tags remain attached, you can exchange the item in a Brooklyn store.

• For purchases in the physical store, the exchange period is 8 calendar days.
• For purchases in the webshop, the exchange period is 30 calendar days from receipt of the item.

The return period is normally 30 days after receipt. Once this period has passed, we can no longer accept your order for return.

After you have registered and sent the return, you will receive a notification from us when your item(s) have been processed as a return. The refund follows the same day, depending on the payment method you chose:

• Payment card: within 5 days, you will see the amount owed on your (European) account.
• Klarna Pay Later: we will settle your return with your outstanding payment on the Klarna platform.
• Eco vouchers/Gift Pass or gift card: you will receive the returned amount back in the form of a voucher (valid for 3 years).

We will process the refund within 5 working days after acceptance of the return, but usually much faster.

• Damaged, worn or items without tags/packaging.
• Items that have been damaged by the customer, show signs of being 'worn', or are no longer provided with brand tags and original packaging are not accepted as returns.

Specific item groups:

• Underwear is not exchanged for hygienic reasons.
• Socks that have been tried on (and are therefore no longer in original packaging) are not exchanged for hygienic reasons.

Oops! We forgot to remove that. Go to one of our stores with the item and your proof of purchase, and they'll be happy to help you. Can't visit one of our stores? Then contact us via the contact form, via the chat on our webshop, or at +32 (0)56 21 80 24 (only on weekdays between 8 am and 5:30 pm) and we'll see what we can do together.

Yes, you need to register your return before you receive a return label. You can do this via our returns portal. You can find your order using your postal code and order number. Then, indicate which items you'd like to return and download the return label.

We do not use a paper return form.

You probably paid part of your order with a fashion voucher or customer discount. The amount you paid with this was sent to you in the form of a new voucher by email. This voucher can also be found under 'my vouchers' in your online customer profile. The voucher is valid both in stores and online.

Our e-shop bags have a resealable strip, allowing you to reuse your bag when returning items. Additionally, we are focusing more on sustainability as our bags are made from 100% recycled plastics. Feel free to return your packaging or shopping bag after use. This way, the bag remains an endless resource for new bags, and together we close the loop.

We do everything we can to deliver only quality products. However, it can exceptionally happen that an item has a manufacturing defect or arrives damaged.

Did you receive a defective item? Please contact our customer service as soon as possible via shop@brooklyn.be. Be sure to provide us with:

• your order number;
• some clear photos of the defect;
• a brief description of the problem.

This way, we can quickly review your case and work together to find a suitable solution.

If you return an item that you paid for with loyalty card points, you will receive your credit back in a Brooklyn voucher. You can use this for your next purchase (both online and in stores). After processing your return, you will receive the voucher via email, and it will automatically appear in your profile under 'my vouchers'.