Frequently asked questions

Bellerose Second-Hand services are reserved for its members. Registration is open to any adult residing in Belgium, France, or the Netherlands.

To buy or sell items, create an account by clicking on the "Account" section, then "Registration". You will also have the opportunity to register by validating your basket or by following the steps of our "Sell" process.

Please note, you can only have one Bellerose Second-Hand account. Your Bellerose Second-Hand account is independent of your Bellerose customer account.

No. To use the services of Second-hand.Bellerose.com, you must create a new account with new login details. Your Bellerose and Bellerose Second Hand accounts are two separate accounts.

For the moment, Bellerose Second-Hand is only available to people living in Belgium, France, and the Netherlands.

Please verify your login credentials. Note that your Bellerose account is separate from your Bellerose Second-Hand account, and they might have different usernames and passwords. Ensure that your login details are correct, then try logging in again.

Your username is the email address with which you registered. You can recover your password by clicking on "Forgot Password?" and entering your email address. You will then receive an email containing a link to recover your account. Remember to refresh your mailbox and check your spams.

Bellerose Second-Hand allows you to resell your clothes directly to Bellerose. In exchange, you earn credits to purchase new items from Bellerose or second-hand items on Bellerose Second-Hand.

To resell your items, two options are available:

Make an appointment to drop off your items directly at a Bellerose store.

Get an online estimate of your items and send them to us.

Online:

In the SELL section, click on ESTIMATE THE VALUE OF MY ITEM:

Enter the serial number on the composition tag

Select the color, size, and condition of your item

Discover the estimated amount of the trade-in

Our simulator offers a buyback value based on the nature of the product and the condition you declare for each piece. The value of your trade-in will be validated or adjusted as needed by our Quality Experts following the examination of the actual condition of each item.

The final amount will be credited directly to your Bellerose Second-Hand account, within a period of 15 working days from the date of receipt of your package in our workshops.

In Bellerose store:

If you choose to return your item in a Bellerose store, our staff will estimate its value based on its condition directly during your visit. The final amount will be immediately credited to your Bellerose Second-Hand account.

The serial number of your item can be found on its composition label. It is a code composed of 8 characters and starts with the letter B.

Enter your item's serial number, without any spaces, into our simulator. As of now, we only take back ready-to-wear clothes for men, women, and children from Bellerose. We do not accept accessories like hats, shoes, socks, underwear, and jewelry at the moment. If your serial number doesn't work, it is possible that the item is older than 2012, or it belongs to a category we currently don't accept.
If you have already listed 15 items in the last 30 days, online or in-store trading will not be possible.

If your item's reference is not accepted in the trade-in module, it may be because the product data for this specific item has not yet been included. References from the previous season are added every six months. If this is the case, please try again later.

Your items must be clean, complete, and fully functional, without any missing elements or alterations.

New condition: The item has never been worn and still has all its original labels.

Excellent condition: The item is like new, with no signs of wear or defects.

Very good condition: The item only shows minor signs of wear.

The actual condition of each item will be checked by Quality Experts who will confirm or reassess it as needed.

The trade-in service is limited to a maximum of 15 items per member over a rolling 30-day period. If you wish to trade-in more than 15 items, you will have to wait 30 days to do so.

You can register up to 15 items for your first trade-in, then you will be limited to a total of 15 items per trade-in requests over a period of30 days.

You can easily add or remove a registered item from your summary.

To confirm your trade-in request,

Validate your total offer in the summary

Log in to your account or sign up

Provide your address in Belgium, France, or the Netherlands

Print the shipping label and the transfer form. Sign the latter and put it in your package with the items you are returning. Stick the shipping label on the package before dropping it off at the relay point.

Now that your trade-in offer is validated, all that's left to do is to send us your items. You have 15 days to drop off your package at a relay point, as indicated on your dispatch note.

To benefit from free shipping and receive your voucher quickly,

Sign the transfer form and slip it inside your package.

Carefully pack your items ensuring that your package meets our carrier's criteria:

Package dimensions: The sum of the length, width and height must not exceed 120 cm.

Package weight: It must match the weight reported and not exceed 20 kg.

Stick the shipping label on your package

Drop off your package at a post office or a relay point of the carrier

Don't forget to keep your stamped deposit receipt!

You have the option to send multiple items in the same box using a single transport slip (shipping label) of which you will keep the deposit receipt.

It is imperative that all your items are accompanied by a signed transfer form, otherwise we will not be able to proceed with your payment by voucher and we will not be able to return them to you.

Can't find your transfer form and/or shipping label? You can find them in the email we sent you after your trade-in request.

To facilitate in-store returns, making an appointment is mandatory. However, even if you do not receive a confirmation for your appointment, you can still go to the store at the scheduled time with the items you wish to return. Please note that our in-store staff might ask you to wait for a few moments.

If you have validated your trade-in offer online, but have changed your mind, no worries. Keep the items you no longer wish to trade-in, you can always send them to us later if you do not wear them.

Beware! An item already sent will never be returned. It will be taken back according to the conditions of your offer or given to an association if it is not accepted.

We do not return items that have been sent to us. If you have already sent an item, you cannot retrieve it. If the item is accepted by our quality experts, you will receive the corresponding credits and it will be put up for sale on the site. If the item does not meet the trade-in conditions, you will receive no credit. In all cases, sending an item is final.

Online:

Once your package is on its way, you can sit back and relax; we'll handle the rest.

Upon arrival, our Quality Experts will inspect your items and confirm or adjust the trade-in value based on their condition. If all trade-in requirements are satisfied, you will receive an email within 15 days of us receiving your items, notifying you of the credit added to your member account. If you’re sending multiples articles in one package, note that your items might not be inspected simultaneously. As each item passes the quality check, you will receive your credits. You can track the progress of this quality check on your customer page.

In Store:

During an in-store trade-in, your account is credited immediately after our staff inspects the item and validates the trade-in.

You can either convert your credit into a first-hand purchase voucher instantly or save it for a future purchase.

Rather than sending you an empty package for you to return to us, we invite you to find a box or package at home to send us your second-hand items. This way, you extend the lifespan of existing packaging and contribute to reducing our environmental impact.

You can find them in the e-mail we sent you when you made your trade-in request.

Once your trade-in is complete, you'll receive your credits directly into your Bellerose Second Hand account. Convert these credits into a voucher to use them.

Your credits can be converted into either First-Hand or Second-Hand purchase vouchers.

Vouchers are valid for 12 months from the moment they're activated.

First-Hand Purchase Vouchers

First-Hand purchase vouchers are valid for all items on www.bellerose.com (including shipping costs) and in all Bellerose stores in Belgium, France, or the Netherlands. They can be used multiple times, both online and in-store, until their balance is exhausted. They can be combined with other vouchers and promotional offers. However, they cannot be used on the Bellerose Second-Hand site.

Second-Hand Purchase Vouchers

Second-Hand purchase vouchers are valid for all items on the second-hand.bellerose.com site, including the shipping costs of your order. Each voucher can only be used once. After use, its unique promotional code will be deactivated and any remaining balance will be lost. These vouchers cannot be combined with other vouchers or promotional offers. They're also not valid on the www.bellerose.com website or in Bellerose stores.

Vouchers are non-exchangeable and non-refundable. They cannot be applied to an already paid order.

Log in to your account and go to the "My Credits" section

Click on "Generate a voucher"

Choose how you want to use your credit, by selecting either:

first-hand purchase voucherwww.bellerose.com or in Bellerose store
second-hand purchase voucher: to buy second-hand items at a great price on the second-hand.bellerose.com site

Enter the amount of credit you want to transfer into this voucher.

For an order on Bellerose Second-Hand, we recommend you generate a second-hand purchase voucher for an amount equal to or less than the total of your order and shipping costs.

You can enjoy your voucher's discount thanks to its unique promotional code.

On the official Bellerose website: Enter the promotional code of your first-hand purchase voucher in the "promotional code" section of the "Payment" page when making your purchase.

In Bellerose store: Communicate the promotional code of your first-hand purchase voucher to the seller before paying for your purchases.

On Bellerose Second-Hand: Enter the promotional code of your second-hand purchase voucher in the "discount code" section. You can find this promotional code on your customer account in the “My Credits” section.

Be careful, if the total of your order is lower than the amount of your second-hand voucher, you will permanently lose the surplus sum.

If the total of your order exceeds the value of your voucher, you only have to pay the difference by one of the payment methods offered on the site or in the store.

To purchase pre-loved clothes, simply add them to your cart and proceed to "payment".

Next, follow these steps:

Create an account or log in

Provide your address in Belgium, France, or the Netherlands

Enter your second-hand purchase voucher's discount code (if you have sold items on Bellerose Second-Hand)

Choose your delivery method: pick-up point: €6.00 (Belgium), €6.80 (France), €5.90 (Netherlands) or home delivery: €8.70 (Belgium), €9.90 (France), €7.20 (Netherlands).

Select your payment method (Credit card via a secure connection, Bancontact/Maestro, Paypal or Apple Pay)

Once completed, your package will be delivered as quickly as possible. Thank you for your purchase.

You have a period of 14 days from the date you receive your package to return an item.

We do not offer exchanges. Any returned product is refunded.

After the 14-day period, you can only send your item back to us through our second-hand trade-in offer. Once your item is received, you'll be credited with the amount of the trade-in offer. This credit can be used on Bellerose.com or Second-Hand.Bellerose.com

To learn more about the exchange program, visit Second-Hand.Bellerose.com (link to the sell page with the explanation of the process)

Do you have more questions?

Visit our Help Center

Here are the steps to follow when making a return:

Log in to your account and navigate to the "My orders" section.

Select the item(s) you wish to return and specify the reason for the return.

Download and print the return label.

Drop off your parcel at a Post Office or one of our partner carrier's shops. Remember to keep your stamped proof of delivery!

Note that due to the variability of our stocks, exchanges for our second-hand items are not available. However, we do offer refunds for returns made via post. If you wish to acquire a different color or size, we invite you to place a new order on Bellerose Second-Hand.

All our items undergo inspection by quality experts before being repackaged for sale. If you receive a damaged item, please provide supporting evidence to our customer service and initiate the return process.

We deliver only in Belgium, Metropolitan France, and the Netherlands.

The maximum delivery time is 10 working days.

Delivery can be made to your home or a relay point.

Delivery cost is calculated based on the product's weight and will be displayed during the checkout process.

If you need to cancel or change your order, please get in touch with our customer service team as soon as possible. We'll do our best to help you out.
If your order hasn't been shipped yet, please contact us as soon as possible to make any necessary changes. If your order is already on its way, we suggest reaching out to the carrier directly to see if they can make any adjustments.

Once your order has been shipped, you will receive a tracking number by e-mail. This number will enable you to track your package on the carrier's website. You can also track the status of your order on the Bellerose Second-Hand website, in the "Order tracking" section, using your order number (for example #2468).

Here's how it works:

If you return your entire order:

- If you paid for your order entirely with a voucher, the voucher will be cancelled, and the amount used will be reimbursed directly to your wallet.

- If you paid a part of your order with a credit card and paid the rest with a voucher, the voucher will be invalidated, and the corresponding amount will be refunded to your wallet. The remaining amount will be refunded directly to your credit card.

If you're returning only a part of your original order:

- If you paid for your entire order with a voucher, you'll be credited the amount of the returned items.

- If you paid partially with a credit card and the rest with a voucher:

- If the value of the returned items is lower than the value of the voucher used, the voucher will be invalidated, and the amount of the returned items will be refunded to your wallet.

- If the value of the returned items exceeds the value of the voucher used, the voucher will be cancelled, and the amount of the returned items will be reimbursed to your wallet. The remaining amount will be refunded directly to your credit card.