FAQ - Frequently Asked Questions

1. Delivery Timeframes

1.1 When will my order be delivered?
You can find the estimated delivery time on the product page. We always try to be as transparent and up-to-date as possible, but sometimes unforeseen delays can occur.

1.2 I haven’t received my order yet.
If you have a Bpost tracking number, please check the tracking updates on Bpost’s website first. If you don’t have a tracking number or the status is incorrect, contact us at [email protected]. We are happy to help! Please note that delivery times may be longer during weekends or holidays.

If you chose to pay by bank transfer, your order will only be sent after we receive the payment, which may cause a delay.

2. Shipping

2.1 Do I have to pay for shipping?
In most cases, shipping fees apply. These fees correspond to the standard rates of our logistics partners.

At espoo., we believe in sustainability and try to choose environmentally friendly solutions rather than quick fixes whenever possible. You can also choose to pick up your order for free at our store, helping us reduce unnecessary packaging and emissions. We strive for an ecological shopping experience.

2.2 Do you ship internationally?
Yes, we do! Any applicable shipping costs will be added during checkout. If you want delivery outside the EU, please contact us at [email protected] for more information.

3. The Product

3.1 My order arrived damaged.
Please contact us at [email protected] or through our customer support. We will see if a replacement or refund can be arranged.

3.2 My order arrived incomplete.
Sometimes orders are shipped in multiple packages with different processing times. Always check your Bpost tracking number. If items are shipped separately, we will inform you beforehand.

If this is not the case, please contact our customer support.

4. Payments

4.1 Which payment methods do you accept?
We accept Mastercard, Visa, Bancontact, Maestro, iDEAL, PayPal, American Express, and our own gift cards online. In-store, you can also use the Cadeaubon Antwerpen and our own gift cards.

4.2 How do I use a gift card?

• For physical gift cards: enter the code on the back of the card under "Discount code".

• For e-gift cards: enter the code from your voucher under "Gift card".

5. Returns & Exchanges

5.1 Can I return my order?
Yes, you can return your order within 14 days after receipt. Products must be unused and in original condition. Contact us at [email protected] for the return process.

5.2 Can I exchange my order?
Exchanges are possible as long as the product is in original condition. Contact our customer service for options.

6. Customer Service

6.1 How can I contact you?
You can reach us via:

• Email: [email protected]

• Phone: +32 3 237 57 97

• Our chat function on the website

• Or visit our store

7. Privacy & Security

7.1 How do you handle my personal data?
We value your privacy and only share your data with third parties when necessary to fulfill your order, for example for delivery. Please read our full Privacy Policy for more information.

8. Opening Hours & Visit

8.1 What are your opening hours?

Tuesday 1:00 PM - 6:00 PM
Wednesday 10:30 AM - 6:00 PM
Thursday 10:30 AM - 6:00 PM
Friday 10:30 AM - 6:00 PM
Saturday 10:00 AM - 6:00 PM
First Sunday of the month 1:00 PM - 6:00 PM

Closed on Mondays — keep an eye on our social media or check Google for adjusted holiday opening hours.

Didn't find the answer you were looking for?
Feel free to contact us at [email protected] or call +32 3 237 57 97. We’re happy to help!