Customer Help

If talking to a real-life human is more your thing, you can reach our Customer Happiness Team via email (below).

How can we help?

Frequently Asked Questions

General

Do I need an account to order?

You don't need an account to order from us. However, we do advise you to create an account.

This way you can view all your orders, your favorites, manage your invoice and shipping addresses. That way you don't have to fill in any more details with your next order.

Furthermore you get more promotions and discounts when you have an account!

I forgot my password, what now?

If you're having trouble logging into your account, please visit our login page and follow the instructions to reset your password.

You can click the button "Forgot Password". You will be asked to enter the email address linked to your FAT account. Then you'll receive an e-mail with a link sent to with further instructions to reset your password.

Will items in my basket be reserved?

No items are not being reserved so if you really want something get it fast! But don’t worry, if you missed out on your items, you can always ask to be notified when it’s back in stock.

When will sold out items be back in stock?

You can sign up with your e-mail to be notified when an item is back in stock. We drop weekly new items and restocks.

Orders

How can I track my order?

As soon as we have shipped your order, you will receive an email from us with the track & trace code. This way, you can check when your new FÀT item will be delivered.

You can also always send us a message through chat and we'd be happy to take a look for you.

I never received my order, what now?

Please contact us by e-mail,hello@folieatrois.be. We are happy to start an investigation on your behalf!

*We are not responsible for any losses during shipment.

Will items in my basket be reserved?

No items are not being reserved so if you really want something get it fast! But don’t worry, if you missed out on your items, you can always ask to be notified when it’s back in stock.

I have not received a confirmation, did my order go through correctly?

If you haven’t received a confirmation e-mail, please also check your spam box first. If you still don’t see anything, you can always contact us via chat or mail. We’ll try to correct the mistake as soon as possible for a seamless delivery.

Is it possible to cancel or change my order after it has been ordered?

We completely get it, we change our minds too!

Unfortunately, once an order is placed, it can no longer be changed or canceled. Please, before you checkout always check all your information.

For urgent matters like wrong shipping address please contact us as quick as possible, we would do our most to try and change the address but can’t guarantee it.

I am missing an item or have received the wrong item, what now?

Please contact us by e-mail, hello@folieatrois.be or chat with your order number, the name of the item that's missing.

We are happy to help you solve the problem!

I received a broken item, what now?

Please contact us by e-mail, hello@folieatrois.be or chat with your order number, the name of the item that's missing.

We are happy to help you solve the problem!

What should I do if I have entered the wrong address?

Please contact us as soon as possible via chat or email. We’ll try to correct the mistake as soon as possible for a seamless delivery.

Please be aware that in that case we are not responsible for this mistake, should your parcel be returned to us.

Shipping

What should I do if I have entered the wrong address?

Please contact us as soon as possible via chat, email or telephone. We’ll try to correct the mistake as soon as possible for a seamless delivery.

Please be aware that in that case we are not responsible for this mistake, should your parcel be returned to us.

How can I track my order?

As soon as we have shipped your order you will receive an email from us with the track&trace code. This way you can check when your new FÀT item will be delivered.

Which shipping methods do you offer?

Depending on the destination, we'll choose a shipping company we deem appropriate. For all national orders we mostly send with Bpost. For the rest we use a mix of UPS, DPD, Postnl and DHL.

Do you also ship outside of Belgium?

Yes, sure! Select the country in which you would like your order to be delivered during checkout. Once you have selected a country, you will be able to view all available shipping options.

*Please be aware some countries may be subcontracted to import duties.

Will I be charged duties, taxes or any other fees?

Within Europe, all orders are excluded from duties and or taxes!

How long does it take for my order to ship?

Usually your order is processed and shipped within 1 to 2 working days. As soon as your order has been shipped you will receive an email with the track & trace code so you can track your order.

Do you offer free shipping?

We offer free shipping for purchases from €50 in Belgium. For other countries or orders below that amount you’ll find an overview down below.

Giftcards & Discounts

What should I do if the discount/giftcard does not work?

First, you should always verify if your code is not expired and if the discount is valid on the items in your cart and if you’ve reached the minimum amount.

Still not working? Let us know via chat, and we’ll be happy to help!

Do you offer gift cards?

Yes, we do! We can choose any amount. You can also choose between a digital or physical gift card.

When it comes to gift cards, we've got you covered! You have the freedom to select your desired amount, whether big or small. Moreover, we offer the choice between digital and physical gift cards, catering to your convenience.

Which shipping methods do you offer?

Depending on the destination, we'll choose a shipping company we deem appropriate. For all national orders we mostly send with Bpost. For the rest we use a mix of UPS, DPD, Postnl and DHL.

How do I use a gift card?

You can use the code mentioned on your gift card. This code can be used at checkout.

How do I add a voucher or discount code to my order?

At checkout, you can fill in your code in the "discount code" box!

When finalizing your purchase, be sure to utilize the 'discount code' box to enter your code.

Are any products excluded from discounts or promotions?

Gift cards are always excluded from discounts and promotions. Other discounts vary on what the promotion entails. You can always find more information in the mail announcing the discount, our social media, or you can always send us a message. We’re always happy to help!

Other

Which payment methods do you offer?

We currently offer payment by Bancontact, PayPal, iDeal, any debit/credit card or bank transfer.

How should I take care of my jewelry?

We made a blog post about this with everything you need to know on how to take care of your jewelry. Check it out!

Which shipping methods do you offer?

Depending on the destination, we'll choose a shipping company we deem appropriate. For all national orders we mostly send with Bpost. For the rest we use a mix of UPS, DPD, Postnl and DHL.

How do I use a gift card?

You can use the code mentioned on your gift card. This code can be used at checkout.

How do I add a voucher or discount code to my order?

At checkout, you can fill in your code in the "discount code" box!

When finalizing your purchase, be sure to utilize the 'discount code' box to enter your code.

Are any products excluded from discounts or promotions?

Gift cards are always excluded from discounts and promotions. Other discounts vary on what the promotion entails. You can always find more information in the mail announcing the discount, our social media, or you can always send us a message. We’re always happy to help!

Get in touch

Have questions about your order, or a general enquiry?