Can I find all the products also in your retail store in Hasselt?
You’ll find most products both in the retail store and the webshop. But because we also sell one of kind, and sometimes unique items, the webshop and the retail store may vary in stock.

I can’t figure out these sizes, where do I find a size chart?
Our products are form all over the world. We follow the sizes printed on the clothing labels. It should be stated on the product detail pages which size chart is used. If you want to translate them, take a look at this page for more information.

I have a gift voucher for the store, can I use it on the webshop?
No, gift vouchers can only be exchanged in our retail store in Hasselt (BE).

Can I pay for my order in the retail store?
No, you’ll have to pay through the webshop. Your order won’t be ready to pick up, unless your payment is successfully made online or through bank transfer.

How fast will my order be shipped?
We try to ship every order within 48hours after payment, but delays may happen outside our control. You’ll receive a message once your package is on its way.

Can I pick up my order in the retail store?
Yes, items can be picked up in our retail store free of charge. Just select “pick up” as your shipping method, and we’ll let you know when your order is waiting for you. This method is only available for Belgium, Netherlands, France and Germany. But please be aware that you have to pay for you order beforehand.

What’s the status of my order?
You can login to the website, and find an overview of all your pending and finished orders. The status of every order is stated there.

Can I change or return my order?
Once you submitted your order and made the payment, we can no longer change it. However, if you are not satisfied with your purchase, you can return your purchase to us within 14 days. Please review our Terms and Conditions for more information.

I didn’t receive my order. What happened?
We work with standard post services (Bpack) and commercial package services (Kiala – TNT Post), the delivery time may vary according to their availability. Shipping outside Belgium may take a few days to arrive. Shipping outside Europe might take a few weeks. If you still think there might be something wrong, don’t hesitate to contact us on shop@paplou.be.

Can I receive an invoice?
Please send an inquiry to shop@paplou.be. And include your purchase ID, business details and VAT number.

Can’t find an answer here? Send your question to shop@paplou.be, and you’ll get answer really soon! Don’t forget to review our Terms and Conditions, your answer might be there.