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Contact us

I have a question before ordering

Customer account
How do I create a customer account?

Click on the figure icon and then on login or my account and then on create a customer account.

How do I create a customer account?

Click on the figure icon and then on login or my account and then on create a customer account.

I can't login to my account

Your password may be incorrect. Click on forgotten password to create a new one.

Lost password/change password

Click on forgotten password to create a new one.

How do I modify the information in my customer account?

In my account you can manage your customer account data.

Order on the e-shop
How to order

Select the desired items. Then go to the shopping basket icon to pay and confirm your order.

I can't approve my order

An order is approved when payment has been made. If you have a problem paying for your order, it will be cancelled. If this happens you will have to place your order again. Payment problems are often linked to a credit card, so you have the option of paying by bank transfer instead.

How can I be sure that my order is approved?

When your order is approved, you will automatically receive an order confirmation email on the email address you provided. Beware, this email sometimes ends up in the spam folder.

I have a promotional code or voucher; how do I use it?

At the time your order is approved, just before payment, you have the possibility of entering your promotional code.

Delivery
What countries do you deliver to?

We deliver worldwide. We have partnered with Global-e to ship to over 190 countries. Delivery times, costs and customs duties depend on your shipping location and will be displayed at checkout.

What are the delivery costs?

For delivery in Belgium:

Free delivery to one of our stores.

Free for all orders of €250 or more.

€2 for Bpost packet distributors and Bpost delivery points

€2.90 for Bpost home delivery

For shipping within Europe:

€4.9 and free for any order of €125/€150/€175 or above.
For France, the shipping is free for any order of €125 or above.
For the Netherlands, Germany and the Grand Duchy of Luxembourg, shipping is free for any order of €150 or above.
For the other European countries, deliveries are free for any order of €175 or above.

For shipping to the UK:

GBP 5 and free for all orders of GBP 125 or more.

For delivery to Switzerland:

CHF 5 and free for all orders of CHF 150 or more.

For shipping to the United States:

USD 9.90 and free for orders of USD 200 or more.

For shipping to the rest of the world:

€9.90 and free for all orders of €200 or more. 

For international deliveries, we have partnered with Global-e to ship to over 190 countries. Delivery times, costs and customs duties depend on your shipping location and will be displayed prior to payment of your order.

What is the minimum amount for free delivery?

Delivery is free to all countries for every order above a certain amount. Please check the delivery & return page for more information. 

I can't enter my postcode.

Enter your address manually without using the automatic entry. Check that there are no spaces between the numbers and letters. The postcode is not entered in the "get an estimate" box.

Is it possible to group several orders under one delivery?

If the orders concerned have not yet been sent, please write to us at info@buissonniere.com with the order numbers and we will arrange to group the deliveries. You will then receive the shipping costs of one of the two orders as a voucher in your customer account. This voucher will be valid on your next orders.

Payment
What kind of payment methods are there?

In Belgium, we offer payment by Visa, Mastercard, Bancontact and bank transfer. For international orders, we offer more than 35 different payment methods. Major payment methods such as Visa, Mastercard, American Express, PayPal and Diners are offered in over 100 countries, as well as many other local, region-specific payment options. Other local payment methods are available and can be viewed at the checkout.

I can't pay for my order

If you have a problem paying for your order, it will be cancelled. If this happens you will have to place your order again. Payment problems are often linked to a credit card, so you have the option of paying by bank transfer instead.

Size guide
How do I choose the right size?

Please browse our size guide to help you choose the right sizes.

My child is between two sizes, which one should I choose?

The choice can be guided by the child's build or the seasonal use of the garment. For example, is the garment going to be worn immediately or only in a few months’ time. You should also read the description of the garment, available on the product page, to see if there is any indication of a particular size.

I am between two sizes, which one should I choose?

If you are between sizes, ask yourself if you prefer to wear the garment tight or loose. You should also read the description of the garment, available on the product page, to see if there is any indication of a particular fit.

Availability of items
Some items are no longer available, will there be a restock?

Stocks are regularly replenished and many items become available again. We do our utmost to ensure that our customers can find the items they want in our e-shop. Please subscribe to the stock alert on the page your desired item is located in order to be informed by email when it comes back in stock.

How do I subscribe to the stock alert?

Our stock is regularly replenished and we make every effort to ensure that our customers can find the items they want.

On our website, if you click on the desired item and select the size, you can then register to be notified by email when the item becomes available again.

Some of the items say "coming soon", what does this mean?

This means that some items are not yet available but will be very soon. We will inform you of the arrival of these items by email, via our newsletter. You can subscribe to our newsletter via the homepage of our website.

E-shop Gift Card
I would like to treat someone to a gift card. How do I do that?

Please go to your customer account, click on “gift voucher" and then fill in the form. Please note: in order to be able to treat someone to a gift card, the person you wish to send it to must have a customer account on our site and it is important to use the same email address so that our system can find the person in our database.

Is a gift card bought online also valid in store?

Gift cards ordered on the e-shop are only valid for online purchases. If you would like to buy and a gift card that is valid in store, please buy it in one of our stores.

I’ve bought a gift card but the recipient did not receive it.

There is likely to be a typing error in the beneficiary's e-mail address. Also check that the e-mail has not ended up in the junk folder and that the e-mail address is still in use.

How long is a gift card valid for?

Gift cards are valid for one year.

 

I have a question about an order that has already been confirmed or delivered

Modification or Cancellation of an order
I would like to modify my order

Unfortunately, it is not possible to modify an order that has already been confirmed or paid for.

I want to cancel my order

To cancel your order, please write to us via the contact form and enter the order number. If your order has already been dispatched, we will unfortunately not be able to cancel it. In this case, the order must be returned to us by following the returns procedure.

Order delivery
How do I modify my delivery address?

To modify your delivery address, go to my account. Screenshot

Please note that it is not possible to change the delivery address for an order that has already been confirmed. In this case, please send us the corrected address quickly via the contact form. If the order has not yet been sent, we will modify the delivery address.

My order has not yet been delivered

Please check the status of your delivery using the tracking link in your order confirmation email. If this delivery seems abnormal, please contact us via the contact form.

Where can I find the tracking link for my delivery?

The order tracking link can be found in the confirmation email you receive just after your order has been confirmed.

Complaint about an order received
There is a quality problem with one of the items received

We are very sorry for this inconvenience. Please write to us via the contact form to explain the problem, and please attach photos.

I have a question about a return

What is the returns procedure?
Making a return, step by step

To make a return, go to your customer account and click on "my orders". You will then be able to choose the order you wish to return. For more information on the return procedure, please visit the delivery and return page.

Can I return items purchased in store?

Items purchased in store can only be exchanged in our stores.

Where can I find the return label?

You will need to print the return label after you have registered your return in our procedure.

Can I drop my return off at a store or office?

No problem! You can drop off your returns in our stores during opening hours or at the office (opposite the Wavre shop), from Monday to Friday between 10 a.m. and 3 p.m.

How can I be sure that you have received my return?

You will receive a confirmation email as soon as we have received your return.

Return period
I have exceeded the return period

Don't worry, we will accept your return within 2 months and you will receive a voucher to be used for your next order.

How long does it take to return items ordered via the e-shop?

The deadline is 15 days after receiving your order.

Return postage costs
What are the return postage costs per country?

From Belgium : 2€.

From Europe: 3.5€.

From the United Kingdom: 5 GBP

From Switzerland: 5 CHF

From the United States: 10 USD

Rest of the world: 10€.

Exchange, refund or voucher
I would like to make an exchange in store

No problem, just go to one of our stores to exchange it.

I would like a voucher instead of a refund.

Don't worry, you can choose this option when you register your return on our site.

When will I get my refund?

We will refund you within 7 days of receiving your return.

I have a general question

Stores
Where are our stores located?

Our 4 stores are in Belgium. Here is the link to all the information about our stores. We deliver worldwide via our e-shop.

What are the opening hours?

Here is the complete table of opening hours and days.

I have a quality problem with one or more items purchased in store

Please write to us using the contact form, including the necessary photos and the store where you made your purchases.

What is the procedure for an exchange in store?

You can exchange your items within 15 days from your date of purchase. When you arrive at the store, you will receive a voucher to be used straight away or later.

Size guide
How do I choose the right size?

Please browse our size guide to help you choose the right sizes.

My child is between two sizes, which one should I choose?

The choice can be guided by the child's build or the seasonal use of the garment. For example, is the garment going to be worn immediately or only in a few months’ time. You should also read the description of the garment, available on the product page, to see if there is any indication of a particular size.

I am between two sizes, which one should I choose?

If you are between sizes, ask yourself if you prefer to wear the garment tight or loose. You should also read the description of the garment, available on the product page, to see if there is any indication of a particular fit.

Collections
Are the items in the stores the same as those visible in your e-shop?

All items on sale in the e-shop are also available in the stores and vice versa.

What are the launch dates for the collections?

We launch our spring-summer collection at the end of February and our autumn-winter collection at the end of August.

The exact launch dates are communicated a few days before the launch, by email, on our website and on our social networks. So don't hesitate to subscribe to our newsletter, to be kept informed of the launch dates.

Availability of items
Some items are no longer available, will there be a restock?

Stocks are regularly replenished and many items become available again. We do our utmost to ensure that our customers can find the items they want in our e-shop. Please subscribe to the stock alert on the page your desired item is located in order to be informed by email when it comes back in stock.

How do I subscribe to the stock alert?

Our stock is regularly replenished and we make every effort to ensure that our customers can find the items they want.

On our website, if you click on the desired item and select the size, you can then register to be notified by email when the item becomes available again.

Some of the items say "coming soon", what does this mean?

This means that some items are not yet available but will be very soon. We will inform you of the arrival of these items by email, via our newsletter. You can subscribe to our newsletter via the homepage of our website.

Clearance and Sales
When will the next clearance take place?

Clearances take place on an ad hoc basis, once every 3-4 years. When we organise one, we communicate it via our newsletter and our social networks. Do not hesitate to subscribe to our newsletter in order to be kept informed of such events.

When are your next sales?

We hold sales twice a year at the end of the season on official dates. We also run other special offers on an ad hoc basis. Don't hesitate to subscribe to our newsletter to be informed of all our special offers.

Weddings and other celebrations
How do I register for the special wedding open day?

To register for the wedding open day, simply fill in this form.

When is the special wedding open day?

The special wedding open day is held once a year in February, just before the launch of our spring/summer collection. The exact date will be communicated to you in the invitation you will receive by email in mid-February.

I have registered but have not received the invitation

The invitation is only sent in February, not before. It may have ended up in your spam folder. If you have not found it, please contact us via the contact form.

How do I best prepare for my visit?

Please bring your invitation received by email, it will be requested at the entrance. The bridesmaids / page boys do not have to accompany you. Their total height (head and shoulders) will help us to choose the right sizes.

Do you have a formal collection within each collection?

We have formal wear in all our collections but we only have a special wedding open day before the spring/summer collection as this is the season when there are the most weddings.

Do you have a catalogue of formal wear?

All our outfits are visible from the launch of the collection on our e-shop under the formal wear tab.

Caring for our clothes
What is the proper way of caring for the clothes?

Find our washing instructions for your clothes here.

How do I care for woolen garments?

Find our washing instructions for your woolen garments here.

WeAct: our social and environmental commitments
Where do we produce our clothes and who are our suppliers?

We have been working with the same independent production workshops for decades, which we carefully select for their know-how but also for their ecological and social values. We are currently working with workshops in Portugal, India and China. Find out more about them through these videos.

What materials do we use for our clothes?

In our collections, we use more than 85% natural materials such as cotton, linen or wool as well as materials based on natural resources such as viscose and lyocell. These materials are less polluting than synthetic materials because they use less water and pollutants. To find out more, visit our WeAct page.

How are our clothes transported?

We opt for the most ecological means of transport, even if they are not always the fastest. For items produced in Europe: 95% are transported by lorry, the rest by air. For items produced outside Europe: 84% arrive by boat, 10% by air and the rest by train. To find out more, visit our WeAct page.

Partnerships, Collaboration, Referral
I would like to make a partnership or collaboration proposal

Contact us emilie@buissonniere.com

I would like to send a sponsorship proposal

Contact us emilie@buissonniere.com

I would like to contact the person responsible for communications and press.

Contact us emilie@buissonniere.com

Job application
I would like to send an unsolicited job application

Contact us info@buissonniere.com

Referral
No Questions

Collections
Are the items in the stores the same as those visible in your e-shop?

All items on sale in the e-shop are also available in the stores and vice versa.

What are the launch dates for the collections?

We launch our spring-summer collection at the end of February and our autumn-winter collection at the end of August.

The exact launch dates are communicated a few days before the launch, by email, on our website and on our social networks. So don't hesitate to subscribe to our newsletter, to be kept informed of the launch dates.

Can't find your question?

Contact us by filling in the form below

Or contact us direclty:

  • +32 10400393